Complainant: Jeevan Sahu (on behalf of his uncle)
Profession: Software Developer | AI, PHP, Laravel, Node.js, React
Platform: LinkedIn Link
Company Involved: HDFC Bank & Hitachi Payment Services Pvt. Ltd.
Transaction Ref. No.: 507217500916
Date of Incident: March 13, 2025
Amount Lost: ₹5500
Location of ATM:
📍 Ward No. 1, CSEB Chowk, Bhilai, Chhattisgarh – 490024
Branch Visited:
📍 UGF, Maa Karma Palace, Opp. Indian Public School, Laxmipara, Nandini Road, Jamul, Chhattisgarh – 490024
🔴 Complaint Overview:
Jeevan Sahu, a software developer, has raised a serious public complaint about a failed ATM transaction that has remained unresolved for over 4 months.
On 13th March 2025, his uncle attempted to withdraw ₹5500 from a Hitachi-operated ATM (linked to HDFC Bank). The amount was debited, but no cash was dispensed. Despite waiting at the machine for more than 10 minutes, nothing was delivered.
❗ Actions Taken:
- Complaint raised with HDFC Customer Care (initially unreachable due to a holiday).
- Follow-ups continued for weeks:
- First promised a 1–7 day resolution.
- Then extended to 1 month, and finally 3 months.
- Multiple visits to HDFC branch were made. Staff promised to:
- Check CCTV footage from the ATM.
- Investigate and respond.
- Final response from HDFC: Claim marked as successful withdrawal, which is completely false, according to the customer.
Shockingly, the case has been closed, and even the branch manager has now refused to help, claiming there’s nothing more to be done.
❓ The Customer Asks:
“If the cash didn’t come out, how can the system mark it as withdrawn?”
“Why is such a basic issue still unresolved after 4 months?”
“Where is the accountability when physical presence at the ATM can be proven and the passbook shows the deduction?”
📌 Evidence Submitted:
- Transaction ID: 507217500916
- Date: 13/03/25
- Passbook entry clearly shows the ₹5500 deduction, highlighted in red.
- Timeline of repeated follow-ups with no action taken.
Our Take:
This is not just a technical glitch. It’s a failure of responsibility and customer service. ATM withdrawal errors must be resolved within 7 working days as per RBI norms, and the fact that it’s still unresolved after 4 months is unacceptable.
We strongly urge HDFC Bank and Hitachi Payment Services to:
- Reopen this complaint immediately
- Review ATM logs and CCTV footage
- Refund the ₹5500 without further delay
- Apologize to the customer for the inconvenience caused
📣 Have you or your family faced a failed ATM transaction with no refund?
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