FAQ ATMS Compiled By RBI - Faq's

Ans: Automated Teller Machine is a computerised machine that provides the customers of banks the facility of accessing their accounts for dispensing cash and to carry out other financial transactions without the need of actually visiting a bank branch.

Ans: The ATM cards/debit cards, credit cards and prepaid cards (that permit cash withdrawal) can be used at ATMs for various transactions. At SBI Machines, the cards displaying logos of Rupay, Maestro, MasterCard, Cirrus, VISA / VISA Electron, DFS / Discover / Diners Club International, JCB, UPI can be used.

Ans. Yes. The cards issued by banks in India should be enabled for use at any bank ATM within India.

Ans: In addition to cash dispensing ATMs may have many services / facilities such as:

• Balance Enquiry & Mini Statements
• Cash Deposit,if the machine has cash deposit feature
• Card’s PIN Change 
• New Card’s PIN Generation (Green PIN) 
• Setting up Debit Card’s Usage Limit 
• Cardless cash withdrawal & deposit transactions 

The services offered may vary from bank to bank, or may depend on the capacity of the machine to provide such services. SBI machines provide many more services through their machines. Please refer “ATM Services & Features” section at hyperlink https://bank.sbi/web/personal-banking/digital/atm-services

Ans:  For transacting at an ATM, customer inserts his / her card in the card reader of ATM & enters Personal Identification Number (PIN) and then follows the instructions displayed by the ATMs. Customers can also use “Cardless” method of transaction if supported by the machine and the customer’s bank.

Ans: PIN is the numeric password for use at the ATM. The PIN is separately mailed / handed over to the customer by the bank while issuing the card. Some Banks (including SBI) provide Green PIN Generation facility instead of sending physical PIN mailers. This PIN has to be reset to a new PIN by the customer. Most banks ask / make it mandatory for customers to change PIN on the first use.

The PIN number should not be written on the card, card-holder purse etc. as in such cases the card can be misused if card is lost / stolen. Please refer “ATM Safety Tips” section at hyperlink https://bank.sbi/web/personal-banking/digital/atm-services

Ans: In case the PIN is forgotten, the customer should approach his branch for regeneration of the PIN. Alternatively, SBI Customers can re-generate the PIN using the Green PIN Process (using SBI ATMs / Internet Banking) without visiting the Branch. 

In case of loss of the card, the customer should immediately block their card by contacting the Customer Care Phone Numbers. Customer may contact the card issuing branch or Bank’s Customer Care Phone Numbers 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.

Ans: The customer has to contact the card issuing bank immediately on noticing the loss so as to enable the bank to block such cards .

Ans: Yes, banks set limit for cash withdrawal by customers. The cash withdrawal per day limit for use at the ATM of the issuing bank is set by the bank during the issuance of the card. The limit depends on the variant of the card issued. This limit is displayed at the respective ATM locations.

For cash withdrawals at other bank ATMs, banks have decided to maintain a limit upto Rs. 10,000/- per transaction. This information is displayed at the ATM location.

Banks have also set limit for per day cash withdrawal through Cardless method.

Ans: As per RBI guidelines, in a calendar month (for Savings Bank account holders only), at other Domestic Banks’ ATMs, Banks are required to provide at least 3 FREE transactions (Financial or Non-Financial) in 6 Metro Centres (Mumbai, Delhi, Chennai, Kolkata, Hyderabad & Bengaluru) and 5 FREE transactions (Financial or Non-Financial) at other Non-Metro centres. Please refer the “Schedule of Service Charges” for the FREE number of transactions and the applicable charges for transactions beyond FREE number of transactions. 

Ans: The customer may lodge a complaint with the card issuing bank. This process is applicable even if the transaction was carried out at another banks ATM.

Ans: As per the RBI instructions, banks are instructed to re-credit such wrongly debited amounts within a maximum period of T+5 calendar days (where T is the day of transaction). This is applicable to genuine failed transactions on account of various factors not directly attributable to the customer.

Ans: Yes, customer is eligible for compensation beyond T+5 days for delay in settlement @ Rs.100/- per day.

Ans: Customers who do not get the benefit of redressal (for claim amount & compensation) for their grievance for more than 30 days from the date of complaint lodged, can register a complaint to the Banking Ombudsman of Reserve Bank of India.