ATM glitch cost ₹10,000 but court orders ₹3.28 lakh payout after 9-year battle

A routine ATM withdrawal gone wrong turned into a landmark consumer victory after a man was awarded ₹3.28 lakh as compensation for a failed ₹10,000 transaction. The incident dates back to February 2017, when the customer attempted to withdraw cash but received no money despite the amount being debited from his account. After years of denial from the bank, the matter culminated in a strong ruling by the consumer court.

The bank maintained that the transaction was successful and failed to provide CCTV evidence when challenged. The court observed that it is the bank’s responsibility to maintain and produce such records, not the customer’s burden to prove the failure. Citing existing banking norms, the court ruled in favour of the customer, highlighting negligence in addressing the complaint.

As per guidelines, banks are required to resolve such ATM-related disputes within a fixed timeline. In this case, the prolonged delay of 3,288 days led the court to calculate compensation at ₹100 per day, significantly increasing the payout. The ruling reinforces accountability in banking services and sends a strong message regarding customer rights.

The case also underscores the importance of proper complaint procedures. Customers are advised to immediately report failed transactions, retain slips, and escalate matters if refunds are delayed. The judgment serves as a reminder that persistent follow-up and legal recourse can ensure justice in cases of financial negligence.