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FAQs on - ATM/White Label ATM

Dated:- 6-4-2015 - Q.1. What is an Automated Teller Machine (ATM)? Ans 1. Automated Teller Machine is a computerized machine that provides the customers of banks the facility of accessing their account for dispensing cash and to carry out other financial & non-financial transactions without the need to actually visit their bank branch. Q.2. What are White Label ATMs (WLAs)? Ans 2. ATMs set up, owned and operated by non-banks are called White Label ATMs. Non-bank ATM operators are authorized .....

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allowing non-bank entities for setting up of WLAs ? Ans 4. The rationale of allowing non-bank entity to set up White Label ATMs has been to increase the geographical spread of ATM for increased / enhanced customer service. Q.5. What type of cards can be used at an ATM/WLA? Ans 5. The ATM/ATM cum debit cards, credit cards and open prepaid cards (that permit cash withdrawal) issued by banks can be used at ATMs/WLAs for various transactions. Q.6. What are the services/facilities available at ATMs/W .....

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rts /swipes his/her Card in the ATM/WLA and enters his/her Personal Identification Number (PIN). Usually the transactions are menu driven for facilitating easy operation. Q.8. What is Personal Identification Number (PIN)? Ans 8. PIN is the numeric password which is separately mailed / handed over to the customer by the bank while issuing the card. Most banks require the customers to change the PIN on the first use. Customer should not disclose PIN to anybody, including to bank officials. Custome .....

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se of ATMs located in six metro locations, viz. Mumbai, New Delhi, Chennai, Kolkata, Bengaluru and Hyderabad. At other locations, the savings bank account holders can transact a minimum of five transactions (including both financial and non-financial transactions) free of charge in a month at other bank ATMs. Similarly, Basic Savings Bank Deposit Account holders will continue to get five free transactions (including both financial and non-financial transactions) in a month at other bank s ATM at .....

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arged a maximum of ₹ 20/- per transaction (plus service tax, if any) by his/her bank. Q.11. What should be done if card is lost / stolen? Ans 11. The customer should contact the card issuing bank immediately on noticing the loss / theft of the card and should request the bank to block the card. Q.12. From where the customer can get the contact numbers for lodging a complaint? Ans 12. Banks are required to display the name and the contact numbers of concerned officers/toll free number/help .....

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at another bank s/non-bank s ATM. In case of WLAs, the contact number/toll free numbers are also available for lodging complaints regarding failed transactions at their ATMs. Q.14. Is there any time limit for the card issuing banks for recrediting the customers account for a failed ATM/WLA transaction indicated under Q. No. 13? Ans 14. As per the RBI instructions (DPSS.PD.No.2632/02.10.002/2010-2011 dated May 27, 2011), banks have been mandated to resolve customer complaints by re-crediting the .....

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omplaint is not lodged within 30 days of transaction, the customer is not entitled for any compensation for delay in resolving his / her complaint. Q.16. What is the course of action for the customer if the complaint is not addressed by his/her bank within the stipulated time / not addressed to his satisfaction? Ans 16. The customer can take recourse to the Banking Ombudsman, if the grievance is not redressed by the his/her card issuing bank. Q.17. What is the Grievance Redressal Mechanism avail .....

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