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a. Usage of our(BOI) ATM / Debit Cards in BOI ATMs
In case such “auto-reversal” does not take place, the customer should lodge his claim where charge account is being maintained and that Branch will take up the matter with the concerned Cash Branch at that centre for settlement of the claim after verifying their records, viz. Journal Print of the ATM, and
credit in their “ATMISC” A/c.
b. Usage of our(BOI) ATM/Debit Cards in ATMs of Cash Tree, Bancs, NFS and SBI etc.net works
i. When our ATM / Debit Cards are used by the card holder in the ATMs of other bank, card holders’ account gets debited online. The debited amount due to usage of our Card is reimbursed to the concerned bank through settlement reports received on daily basis from our service provider.
ii. In case our Card holder does not get the cash dispensed either fully or partly through the ATM of other bank in the abovementioned net works, a charge back claim form has to be filed giving the complete details of the transaction and it has to be sent to Card Product Department. The charge back claim can be sent by the card holder directly to HO or by the Branch where the account is maintained at the address: The form can also be submitted on line through our Bank’s website
To,
Bank of India,
ATM Cell, Information Technology Department,
7th Floor, Bank of India Building, Plot No.11, Sector 11,
CBD Belapur, Navi Mumbai 400 714 (Maharashtra)
iii. For speedy resolution of the claim, HO accept claims from Branches / Zones through e-mail also. The message should contain the following essential information.
(i) Our Card Number in full
(ii) Date of Transaction
ATM location
(iii) Transaction ID number (reference number appearing in customer’s
account)
(iv) Transaction amount (Amt requested)
Amt received
(v) Name of the other Bank whose ATM used
(vi) Transaction slip
however, branches MUST forward us the properly filled-in charge back claim form immediately quoting reference to such earlier e-mail.
c. Usage of our /Debit cum ATM Cards at Point of Sale or in ATMs of other networks of Visa /
Master Card
i. When our Debit cum ATM Cards are used in a Point Of Sale or at an ATM of other networks of VISA or Master Card, the transaction amount is debited to the account of the card holder.
ii. Resolution of failed transactions on this account is similar to (b) above. HO Card Product Department has to forward the claim form to Visa / Master Card for dispute resolution. Therefore, Claims should be submitted through the branch who have to send the claim forms to Card Products department furnishing complete details of the transaction to enable HO to lodge the claim.
Note: In respect of Charge Back Claims pertaining to other networks, their will be a time lapse for settling the same since the confirmation has to be obtained from the other networks i.e. (CashTree, BANCS, SBI, NFS, VISA & Master ) and time taken for this process may take 12 working days from the lodgement of claim with them.
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