FAQ - ATM SERVICES

Q. Who can apply for ATM-cum-Debit Card?
A. Any individual account holder having Savings Bank or Current Account, single, or joint account operated as Either or Survivor / Former or Survivor / Later or Survivor/ Anyone or Survivor / Pensioners, NRE account holders.

Q. When will I receive my ATM-cum-Debit Card and PIN?
A. You will receive your card within 7-10 days after submitting the application, directly by Speed post at your recorded address. Kindly collect your PIN from the card issuing branch after receipt of the card.

Q.What are the functions of call centre?
A. Call centre gives information about following issues: -
- Application status for ATM-Cum-Debit Card
- Card / PIN delivery status
- Lost Card/ Card blocking / Hot listing. You will be given a ticket number for further reference
- Details of other value added services available at State Bank ATMs
- State Bank ATM locations / addresses
- Guidance for card usage at ATMs and for making payment to merchants at Points of Sale besides assistance for hot listing and other issues
- Charges for usage of card related services

Q. When ATM-cum-Debit card is lost or misplaced what immediate steps are to be taken?
A. Following immediate steps to be taken: -
Contact Toll free 7x24 help line on 1800 112211 (from BSNL/MTNL land lines) or 080- 26599990 (from other service providers in India and abroad), inform loss of card and make request to HOT/BLOCK the card and stop the operations of the card on the network.Inform immediately the card issuing branch telephonically about the loss of card followed by written request to make the card HOT.

Q. Can a replacement ATM card be issued in lieu of lost/damaged card ?
A. Yes, Replacement ATM card is issued at a nominal charge of Rs. 200/=.

Q. What is the validity of ATM-cum-Debit Card?
A. ATM cards issued after 13th November, 2002 with Maestro Logo have no expiry date.

Q. If lost card is subsequently found/traced and restored to cardholder, can it be reactivated?
A. Yes, the cardholder should make a written request to the card-issuing branch.

Q. What is Fast Cash ?
A. It is withdrawal of pre-specified amount. At present Rs. 1000/= or Rs. 2000/= or Rs.3000/= or Rs. 5000/= can be withdrawn from a primary account to be designated by the customer

Q. What is Cash Withdrawal?
A. Card holder can withdraw minimum of Rs. 100/= , maximum Rs. 40000/= (and in multiples of Rs. 100/=) per day subject to availability of balance in the account.

Q. What to do if you are getting the message on the ATM “INVALID CARD” ?
A. There could be a track problem with the card. First, the customer should try transaction on some other ATM on State Bank Group Network, and if he is getting the same message, the card has to be replaced.

Q. Does Bank bears any liability for unauthorized use of the Card?
A. No. The responsibility is solely vested with the cardholder.

Q. What is Mini Statement?
A. It is statement of account showing last few transactions, in the account.

Q. Is the facility available at all the time?
A. Yes.

Q. How can the existing NRI customers apply for ATM-cum-Debit Cards?
A. The existing NRI customers can make simple request to the branch concerned. The form for International ATM-cum-Debit Card can be down loaded from the web site.

Q. How secrecy of PIN is maintained?
A. If at any time customer feels that the PIN has been inadvertently or otherwise divulged to any one, he should change the same immediately. In your interest, SBI gives some useful tips about safe keeping of your Card and precautions to be taken to prevent misuse / frauds.

Q. How often PIN can be changed?
A. PIN can be changed as often as required at State Bank ATMs. This is to maintain secrecy and prevent any misuse of the ATM-cum-Debit card.

Q. What are the transaction limits as per FEMA?
A. Transaction limit of USD 1000 each per day per account for withdrawal of cash from ATM and purchases up to USD 1000 at POS terminal separately is permitted (i.e. total permissible withdrawal at POS terminals and ATMs will be USD 2000 per day.). However, transactions should be within limits as per RBI guidelines, which are likely to change from time to time.

Q. Who decides the exchange rate?
A. The exchange rate to convert the transaction currency will be decided by Master Card International and exchange rate to convert USD into Indian Rupee will be decided by Bank.

Q. What is the procedure for cards reported lost or stolen?
A. The cardholder should immediately contact the toll-free help line no. 1800112211 from MTNL/BSNL landlines or call 080-26599990 from other mobile/landlines in India or +91-80-26599990 from abroad, to report the loss of card. The help line will ask some questions in case of domestic card and specific security questions in case of International ATM-cum-Debit Card about the cardholder viz. Father’s first name, mother’s maiden name, Date of birth, year of passing secondary school examination, year of marriage to establish the identity of the caller. After confirmation, the card will be blocked and a system generated ticket number will be provided to the caller.

Q. Is Bank responsible for the refusal by any Merchant Establishment (ME) or Point Of Sales to accept or honor the card?
A. No. Nor is the Bank responsible in any respect for the goods or services supplied to the cardholder.

Q. How Can I make my SBI Credit Card payments through State Bank ATMs?
A.If you are a State Bank ATM Card holder you can make your SBI credit card payments at over 9500 State Bank ATMs.

Just follow these simple steps below: -

Registration: -
Insert your ATM card Select the option “ Services “Select the option “ Bill Pay“Select the option “ SBI Credit Cards“Select the option “Credit Card Registration “ , enter the desired SBI Credit Card Number
Your SBI Credit Card Registration request would be sent for processing. Registration is a one-time activity.

After completing the registration, you will have to wait for one working day/ 24 hours, to make a payment.

Payment: -
You can make the SBI Credit Card Payment at any State Bank ATM from the next working day.


Insert your ATM card Select the option “ Services “Select the option “ Bill Pay“Select the option “ SBI Credit Cards“Select the option “ SBI Credit Payment“On accessing the SBI Credit Card Menu, select the SBI Credit Card you wish to pay for. You would be able to view the last 7 digits of the successfully registered SBI Credit Cards. Enter the amount that you wish to pay, please enter the amount in round figures only Select “ Pay” to debit your State Bank Saving Bank/Current Account.
Note:- In case if you wish to deregister a SBI Credit Card, select the “Deregistration” option.
Please ensure you make your payments 4 days before the payment due date on your SBI Credit Card bill to enable us to process your payment and update your account.

Q. How Can Imake my SBI Life premium payments through State Bank ATMs?
A. You can pay SBI Life premium through State Bank ATMs. To avail this facility, register option with SBI Life quoting the policy number. Form for registration is available at www.sbilife.co . in

Q. How many banks' ATMs are available for withdrawal through State Bank ATM-Cum-Debit Card ?
A. In order to increase the convenience of our customers, the Bank has entered into arrangement for bilateral sharing of ATM network with Andhra Bank, Bank of India, The Bank of Rajasthan Ltd., Canara Bank, Corporation Bank, Dena Bank, HDFC Bank, Indian Bank, IndusInd Bank, Punjab National Bank,UCO Bank, Union Bank of India and UTI Bank. Besides this our customers have access to ATMs of all other banks displaying Master Card/ Maestro/Cirrus logo across the country/ abroad.As such all our customers who are holding ATM-Cum-Debit Card can use any of their ATM. Use of State Bank ATMs for State Bank ATM-Cum-Debit Card holders continues to be free of charge.


Q. I transacted on ATM of a bank OTHER than banks with whom SBI has bilateral ATM sharing agreement and my account has been debited twice/account debited and cash not dispensed / the transaction was unsuccessful. What is the procedure to get the refund for such transaction?

OR

Q. I paid my shopping bill at Maestro enabled Merchant Establishment (POS). My account has been debited twice/account debited but the transaction was unsuccessful. What is the procedure to get the refund for such transaction?

A. Kindly report immediately in writing to your card issuing branch so that bank can make claim with other bank well within 120 days of the transaction date :
I. The branch in turn will check the short account maintained at the branch, if the amount is lying there they will credit your account immediately.
II. If the amount is not in the "short account", then the branch will take up with ATM Switch Centre. ATM Switch Centre will lodge claim (charge back) with Master Card, the time limit for lodging such claims is 120 days from the date of transaction.

Q. After how many days will I get my money back?

A. As per MasterCard rules, credit would be passed onto the customer after 45 days from the date of claim (charge back).


Q. I was not aware about 120 days time frame for lodginga complaint. So can I lodge the same now i.e. after 120 days? Are there any chances that I will get my money back?

A. The claim can be lodged after 120 days in good faith, but chances of acceptance of the claim would be bleak


Q. I transacted on ATM of a bank under bilateral sharing of ATM agreement, and my account has been debited twice/account debited and cash not dispensed / the transaction was unsuccessful. What is the procedure to get the refund for such transaction?
A. Kindly report immediately to your card issuing branch,in writing, then
i. The branch in turn will see the "less account", maintained at the branch, and if the amount is lying there, they will credit your account immediately
ii. If it is not there, then the branch will take up this with ATM Switch Centre. ATM Switch Centre will lodge claim with the ATM network sharing bank concerned, the time limit for which is 180 days from the date of transaction


Q. After how many days will I get my money back?

A. Credit would be passed to the customer after 30 days from the date of claim made by SBI to the other bank.


Q. . I was not aware about 180 days time frame to lodge a complaint. So can I lodge the same now i.e. after 180 days? Are there any chances that I will get my money back?

A. The claim can be lodged after 180 days in good faith, but chances of acceptance of the claim are low.
SBI gives below some useful tips about safe keeping of your Card and the precaution to be taken to prevent misuse/ frauds.


General Guidelines/ Safety tips:
* Kindly read carefully the enclosed user's manual and instructions on the PIN mailer
* Sign the back of your Card as soon as you receive it
* Use your new card on an ATM immediately to change the system generated PIN
* Please change your PIN to a new four digit number of your choice, memorise it and destroy the PIN mailer. Preferably, change it every quarter
* Never use a PIN that could be easily guessed, e.g. your birthday or telephone number
* Please do not write your PIN on the card or anywhere else
* Please keep the Personal Identification Number (PIN) secret and do not disclose the PIN to anybody including a family member or your banker. In case the PIN is divulged, please change your PIN immediately at any State Bank Group ATM.
* Giving your card and disclosing PIN to someone is like giving a blank signed cheque
* Please refrain from taking help from any strangers in the ATM room
* Beware of “Shoulder surfing”, i.e., shield your PIN from onlookers by using your body. Once you complete your transaction, check to be sure that you have your Card and your receipt, and then leave immediately.
* Never let anyone see you enter your PIN.
* Please do not allow any other person to enter the ATM room when you are transacting on the ATM and similarly please wait outside the ATM room if anybody is already inside.
* Please keep a separate note of your card number and associated account number. These particulars will be necessary for blocking the card in case of loss of the card.
* Be alert. If you find signs of any external fittings or loose wiring, report to the bank/ contact centre and use another ATM
* 24 x 7 State Bank Contact Centre number is toll free 1800112211 (from BSNL and MTNL Land lines) or 080- 26599990 from other lines
Taking care of your card:
* Your card is very important and must be kept safely
* The card must not be kept near a TV
* Store your Card in a secure place where you will immediately know if it is missing
* Store the ATM-cum-Debit Card carefully so that the magnetic stripe does not get damaged
* Never leave your Card unattended, e.g., in your car, in a hotel room or at work.

Did you know…..?
* You can get cash within 60 seconds from an ATM anywhere and at any time
* You can check your account balance on ATM
* You can print last few transactions of your account through ATM
* State Bank ATM-Cum-Debit Card is a PIN based secure card.
* Card with PIN can be used for withdrawal of money from ATMs as well payment of bills at shops, restaurants, petrol pumps, etc., which display Maestro logo.
Please note that the Bank bears no liability for the unauthorized use of the Card and the responsibility is fully of the Cardholder.