Q. 1 What is an Automated Teller Machine (ATM)?
Ans. 1. Automated Teller Machine is a computerised machine that provides the customers the facility of accessing their accounts for dispensing cash and to carry out other financial transactions without actually visiting a Bank branch.
Q. 2. What type of cards can be used at an ATM?
Ans. 2. The ATM cards/debit cards, credit cards and prepaid cards (that permit cash withdrawal) can be used at ATMs for various transactions.
Q. 3. What are the services/facilities available at ATMs?
Ans. 3. In addition to cash dispensing. Your ATMs may have many services/facilities such as:
The services offered may vary from bank to bank, or may depend on the capacity of the machine to provide such services.
Q.4. How can one transact at an ATM?
Ans. 4. For transacting at an ATM, the customer insert (Swipe) their card in the ATM and enter their Personal Identification Number (PIN).
Q.5. Can these cards be used at any bank ATM in the country?
Ans. 5. Yes. The cards issued by banks in India are generally enabled for use at any bank ATM within India.
Q.6. What is a Personal Identification Number (PIN)?
Ans 6. PIN is the numeric password for use at the ATM/POS. PIN can be generated / reset by the customer through their Registered Mobile Number through IVR on 18002336427 or022-62242424.Alternatively, the PIN can be generated from Any Dena Bank ATMs.The PIN number should not be written on the card, card holder etc. As in such cases the card can be misused if card is lost/stolen. Customers are advised not to reveal PIN to others including Bank staff.
Q. 7. What should one do if he forgets PIN or the card is sucked in by the ATM?
Ans. 7. In case the customer has forgotten the PIN,new PIN can be generatedthrough their Registered Mobile Number through IVR on 18002336427 or022-62242424.Alternatively, the PIN can be generated from Any Dena Bank ATMs.
The customer may contact the card issuing bank branch and apply for retrieval/issuance of a new card. This procedure is applicable even if the card is sucked in at another bank's ATM.
Q. 8. What should be done if the card is lost / stolen?
Ans. 8. The customer may contact the card issuing bank immediately on noticing the loss so as to enable the bank to block such card. Alternatively customer can dial customer care number 18002336427 or 022-62242424 to block their card.
Q. 9. Is there any minimum and maximum cash withdrawal limit per day?
Ans. 9. Yes, banks set limit for cash withdrawal by customers. Card variant wise daily withdrawal limit is updated in Bank’s Website.
For cash withdrawals at other bank ATMs, banks have decided to maintain a limit of Rs 10,000/- per transaction subject to the daily limit of the card variant used.
Q. 10. Do banks levy any service charge for use of other bank ATMs?
Ans.10. Bank levies service charges for use of other Bank ATMs.Please refer our website underHome > Service Charges and Fees >
Q. 11. What should be done in case during the cash withdrawal process, cash is not disbursed but the account gets debited for the amount?
Ans.11. The customer may lodge a complaint with the card issuing bank. Alternatively, customer can lodge complaint through Bank’s websitehttps://crm.denabank.co.in/CustomerComplaint/ .customers can also contact our customer care number.This process is applicable even if the transaction was carried out at another banks ATM.
Q.12. How many days maximum would the bank require to re-credit the account for such wrong debits?
Ans.12. As per the RBI instructions, banks may re-credit such wrongly debited amounts within a maximum period of 7 working days from the date of complaint subject to confirmation received from other Bank.
Q.13 . Are the customers eligible for compensation for delays beyond 7 working days?
Ans.13. Yes. Effective from July 17, 2009, banks shall have to pay customers Rs 100/- per day for delays beyond 7 working days from date of complaint.
Q.14. In case the compensation is not credited as mandated, what recourse does the customer have?
Ans. 14. For all such complaints customer may lodge a complaint with the local Banking Ombudsman, if the bank does not respond.