This is the real life story of my blog reader, who gone through this horrible ATM fraud. We both thought to share this fraud on the blog, so that it warns others also.
Mrs.Priyanka our blog reader, contacted me immediately when this ATM fraud actually happened. She shared all details through mail. Let me share the same with you all.
“I had visited PNB ATM SEC 48-A ( which comes under the branch of PNB industrial area Chandigarh bo3247) on 30th may 2016 at 6.30 PM for cash withdrawal. I Inserted my ATM card for the cash withdrawal but after entering the pin I was unable to press cash withdrawal key.
Suddenly a person came from behind and pressed account balance button which shows my balance. Account balance receipt came out from ATM at 6:34 PM. (See the below slip, which showing the balance of Rs.230211.32).
I told the person not to interfere and again I inserted my card and typed pin to try for the cash withdrawal. But again cash withdrawal key was not working. I pressed 3-4 times suddenly ATM screen became blank. I waited for 3-4 minutes but still ATM screen remained blank so I pressed cancel button 3-4 times and left ATM.
Meanwhile, another person entered the ATM. I told him ATM not working as it is showing a blank screen. Some other boys standing nearby the ATM were trying to use their ATM card.
Before leaving the ATM, I had seen ATM screen showing Insert ATM card. After that, I went to the SBI ATM in the same market Sec 48-A and withdraw Rs. 2000/- at 6:35 PM. But I noticed balance showing Rs.213211.31 (See the below slip of SBI ATM).
I checked my mobile for Withdrawal SMS. I shocked to see that I had received two SMS for cash withdrawal of Rs. 15000/- at 18:37:26 and cash withdrawal of 2000/- at 18:37:51.
I again I visited PNB ATM and checked my balance. It was showing account balance :- 213211.31 at 18:42. (See the below ATM slip of PNB Bank).
I called PNB helpline and informed them they registered my complaint. I was told to wait for 7 working days for confirmation whether the amount has really been withdrawn. They assured me that it is not possible that money can be withdrawn under the mentioned circumstances and it is most likely ATM error and money will be transferred back to my account.
I kept enquiring in between on the toll-free number but repeatedly I was asked to wait for 7 working days.
However, I received SMS against my complaint on 7th June 16 at 3:20 pm that it was rejected. Again I called customer care for my complaint feedback but they denied for any feedback as they did not have any feedback from backend team. Because my complaint was still open so I called again on 8th June, 2016 morning around 9:30am. Discussed with support member named Mrs.YYY. She denied for any feedback as my complaint was open. I explained her that I received SMS as my complaint was rejected. After then she put my call on hold and confirmed that my complaint was rejected and she transferred my call to the Manager. I talked with customer care managers Mr. XXX. He suggested me to block my card, registered a complaint of fraud . I was told to wait for 10 working days now as cybercrime will check the fraud. Mr. XXX by giving false information to block my ATM Card.
On the same day, I visited PNB home branch Sec.26 Chandigarh and also at PNB industrial area Chandigarh branch. Discussed each and everything which happened to me. However, both branch managers suggesting me to mark a mail as fraud occurred due to malfunctioning of PNB ATM MACHINE. “
As per their instruction, she wrote a mail to PNB. She received the below response from the PNB IT Dept “It is requested to immediately lodge an FIR with nearest Police Station as it is clearly a case of fraud. However as per our trailing mail, we have already requested for Video Footage from our vendor which will take one week for procurement.”.
Again after a day or two, she received a reply stating that video footage of that particular ATM is not available with them. The response is “For mention site, our engineer had already left the site for health purpose and confirmed that required data isn’t available in HDD. Then we had cross checked the same. But regret to say that, initially the required data wasn’t available in HDD. However we are investigating on that but unable to provide the same.”
This means they told that video footage of that particular incident is not available with Bank.
During this point of time, she contacted me. I suggested to finally knock the door of Banking Ombudsman. As per my advice, she wrote a mail to the concerned person. She received the complaint number and also the response also.
Now, the banking officials claiming that Video Footage of that particular incident is with them. They requested Mrs.Priyanka to visit the branch and see the footage. Based on that, they will initiate the process.
In the meantime, she raised the complaint with Police Station (who earlier rejected to lodge the complaint as the crime comes under cyber crime department), now ready to co-operate. Finally, PNB Officials and Banking Ombudsman requested for 2 months time to resolve the issue.
How fraudsters did such ATM Fraud ?
In my view, the fraudsters might hanged the screen and then looted the money. The best video suite to such incident is the below one.
How to avoid such ATM Frauds ?
I listed few of them in my earlier post “20 ATM Security Tips for Indians“.
- When the screen locks or hang, inform immediately to security than taking help of an unknown person.
- Never allow unknown persons to enter ATM while you are busy while transacting.
- If someone come forward to help, then strictly deny and bring it to the notice of security person.
- Try to avoid using ATM machines where there is no security.
Hope these many tips helpful for all of you. Also, let us wish Mrs.Priyanka in getting her money back soon. I really appreciated her struggle. At the same time, anger on the bank officials pathetic response. I am thanking Mrs. Priyanka who came forward and advised me to share this story on this platform. Thanks and best wishes Mrs. Priyanka.