A 68-year-old senior citizen from Rajkot has won an important case against the State Bank of India (SBI). The District Consumer Disputes Redressal Commission in Rajkot has ordered SBI to return ₹1,59,999 that was taken from his savings account without his knowledge or permission. The bank must also pay 9% interest and ₹10,000 as legal costs.
This case is a strong reminder for every bank customer in India. Even if you never use ATM cards or online banking, money can still be taken from your account through AePS (Aadhaar Enabled Payment System). Let’s understand the full story in simple words.
What Exactly Happened?
The complainant, Dilip Chatwani (68 years old), had a savings account at SBI’s Amin Marg Branch in Rajkot. He was a careful customer. He told the court that:
- He never activated or used his ATM card
- He never took internet banking or mobile banking
- He only used cheques for all his transactions
Despite these safety steps, between 17 September and 25 September 2023, a total of ₹1,59,999 was withdrawn from his account through multiple AePS transactions. These withdrawals happened without his knowledge, without his consent, and without any OTP.
When he noticed the missing money, he immediately took action. On 26 September 2023, he gave a written complaint to the SBI branch. On the same day, he also filed a complaint with the cyber crime cell.
What Did the Consumer Court Decide?
The case was heard by a bench of Commission President P.C. Raval and Member M.S. Bhatt. After listening to both sides, the commission clearly said that SBI was responsible for deficiency in service and delay.
The court observed that the bank’s defence was weak. It also noted that the customer had raised the issue immediately, but the bank did not resolve it properly. The commission referred to Supreme Court judgments which say that if a customer loses money because of the bank’s service failure, the bank must return the full amount with interest.
Final Order by the Commission:
- SBI must credit the full amount of ₹1,59,999 back to Dilip Chatwani’s savings account
- SBI must pay 9% interest per year on this amount (calculated from the date the complaint was filed until the money is paid)
- SBI must also pay ₹10,000 towards litigation (court) expenses
Why Is This Case Important for Every Bank Customer?
Many senior citizens and careful customers believe that if they do not use ATM cards or online banking, their money is safe. This case shows that this is not always true. Money can still be withdrawn through AePS using Aadhaar-linked systems.
Banks sometimes argue that the customer is at fault. But in this case, the court clearly held the bank responsible. This judgment strengthens the rights of bank customers across India.
Important Lessons from This Case
- Banks have a duty to protect your money
Even if you do not use digital banking, the bank is still responsible for keeping your account safe. - Immediate complaint is very important
The customer complained on the very next day. This helped his case a lot. - Written complaint is stronger than verbal
Always give a written complaint to the bank branch and keep a copy. - Consumer Court is a useful option
If the bank rejects your claim, you can approach the District Consumer Commission. Many customers are winning such cases.
How Can You Protect Your Bank Account?
Here are some simple and practical tips:
- If you do not use your ATM card, ask the bank in writing to block or deactivate it.
- Regularly check your passbook or account statement.
- Enable SMS and email alerts for every transaction (even if you do not use online banking).
- Be careful with Aadhaar-linked services. Do not share Aadhaar OTP with anyone.
- If you see any unknown transaction, immediately:
- Inform your bank branch in writing
- Call the bank helpline
- Report on the National Cyber Crime Portal (cybercrime.gov.in) or call 1930
- Keep all documents and complaint copies safe. These help a lot if you go to consumer court later.
Final Words
This Rajkot consumer court order is a big win for ordinary bank customers, especially senior citizens. It clearly shows that banks cannot escape responsibility when money is deducted without the account holder’s knowledge.
If something similar happens to you, do not stay silent. Raise a written complaint quickly, follow up, and if needed, approach the consumer court. Your money and your rights both matter.
