Dear Vijaini,
At the outset, let me clarify that this site is designed by a group of senior Banking Professionals to assist Bank Customers at large to provide guidance for resolution of any complain/query/grievance in respect of financial services. This site does not belong to any Bank or a regulator, which may please be noted.
I look at the issue raised by you from two angles, as under:
1. The transaction attempted by you on 29th evening was successful. That means you had received cash. But due to technical reasons SMS was triggered immediately. Instead you received the SMS on Ist March morning at 4.35 . Accordingly, your claim on non dispensation of cash by the ATM may become questionable. You have not indicated in your complaint if you had lodged a complaint with the bank regarding non-receipt of cash on 29th itself. This is only a view and should not be construed as casting any aspersion on your integrity.
2. In the second scenario, if you have not accessed the ATM at 4.35 on 1st March 2016 but your account was debited even as the debit card was in your possession, there was a possibility of your having become victim of skimming fraud. If this is proved, then the bank may reinstate the amount to your account subject to your fulfilling the bank's requirements as may be advised to you.
Only a thorough investigation by your bank can establish the true facts. On your part, if you have not withdrawn the amount at all either on 29th or on 1st, you must lodge a written complaint with your bank and demand satisfactory explanation. If the bank fails to respond to your satisfaction within 30 days from date of your complaint, you may lodge a complaint with the Banking Ombudsman narrating the sequence of events in general and your grievances in particular.
I am sure the BO would get the matter resolved.For address of the Office of the Banking Ombudsman, Area of Operation (jurisdiction) and the procedure for lodging complaint, you may access the website https://bankingombudsman.rbi.org.in/
Regards
J R Mohandas
