FAQ

Frequently Asked Questions (FAQ)

  1. What is an Automated Teller Machine (ATM)?

Automated Teller Machine is a computerized machine that provides the facility of Cash withdrawal along with Non-financial transaction such as Balance Inquiry, Mini Statement, Debit Card PIN Change.

  1. What type of Cards can be used at an ATM?

The ATM cards/debit cards can be used at ATMs for various transactions.

  1. What are the services / facilities available at ATMs?

In addition to cash dispensing, ATM may have many services / facilities such as:

  • Account Mini Statements & Balance Inquiry
  • Card PIN Change
  • Green PIN facility for ATM PIN regeneration
  1. Do Bank levy any service charge for use of other Bank’s ATMs?

Bank does not own any ATM machines however the Bank is providing 5 free transactions per month inclusive of Financial and Non-Financial transactions. Beyond five transactions the Charges will be levied as per the Bank’s service charges Booklet.

  1. What should be done in case during the cash withdrawal process, cash is not disbursed by the ATM and amount gets debited from account?

The customer may lodge a complaint with the Bank and also this process is applicable even if the transaction was carried out at other Bank’s ATM’s.

  1. In case the compensation is not credited as mandated, what recourse does the customer have?

For all such complaints customer may lodge a complaint to local Banking Ombudsman if the bank does not respond.

  1. Is there any maximum cash withdrawal limit per day?

Cardholder can withdraw up to a maximum of Rs.20,000/- in a day and up to maximum of Rs.10,000/- can be withdrawn in a single transaction within the overall limit of the card.

  1. How shall the customer keep his /her ATM transaction secure?

Customers should observe following Do’s and Don’ts to keep their transaction safe and secure at ATM:

Please note that our Bank officials will never ask for card details or PIN over telephone / email. So, do not respond to any calls/phishing mails from people indicating that they represent our Bank.

  • Customer should conduct ATM transactions in complete
  • Only one card holder should enter and access ATM
  • He/she should never lend his/her card
  • Do not write PIN on the back of the Card or on the case.
  • Never share PIN/OTP with anyone
  • Never seek help from anybody by handing over the card and revealing the ATM
  • Never let anyone see the ATM PIN while it is being entered at the ATM
  • Never use a ATM PIN that could be easily e.g. his/her birthday, birthday of spouse or telephone number.
  • If observed any unauthorized card transaction immediately report to the Bank.
  • Beware of any extra devices attached to the ATM. These may be put to capture customer’s data fraudulently. If any such device is found, inform the Caretaker / Bank
  • Keep an eye on suspicious movements of people around Customer should beware of strangers trying to engaging him/her in conversation or offering assistance / help in operating the ATM
    1. What happens if customer forget the Card PIN?

    Customer may regenerate the card PIN with the help of Card Safe application (Sarvatra) or may submit the PIN regeneration request to the branch.

    1. What if the card is lost?

    immediately call at Bank’s Toll Free number 1800 180 4031 or land Line Number 05946-250152 to get the card blocked or customer may set the card limit to ‘zero’ temporarily with the help of CardSafe application to avoid any Financial loss.

    1. What is CVD (Card Validation Data)?

    It is a three (-3-) digit number printed on the back of the card.

    1. What to do if my phone number has changed?

    Please get in touch with your bank for registering your new mobile number. Do not forget to update the same every time whenever you change the number.

    1. How can customer get One Time Password (OTP)?

    Customer will get it on his/her mobile number that is registered with the bank.

    1. Will this OTP be valid while re-trying the transaction? 

    No, the OTP is valid for single transaction only.

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