An ATM is a computerised machine that provides customers of banks the facility of accessing their accounts for dispensing cash and to carry out other financial & non-financial transactions without the need to visit the bank branch..
For a customer, using a WLA is just like using an ATM of any bank.
An ATM is a computerised machine that provides customers of banks the facility of accessing their accounts for dispensing cash and to carry out other financial & non-financial transactions without the need to visit the bank branch.
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The ATM / ATM cum debit cards, credit cards and prepaid cards, as permitted by the issuer, can be used at ATMs for various transactions.
For transacting at an ATM, the customer should traditionally have a valid card and Personal Identification Number (PIN). RBI has also allowed card-less withdrawals at ATMs.
PIN is the numeric password which is separately mailed / handed over to the customer by the bank while issuing the card. Most banks require the customers to change the PIN after the first use. Customers should not disclose PIN to anybody, including to bank officials. Customers should change the PIN at regular intervals.
Yes, the cards issued by banks in India can be used at any ATM / WLA in the country.
A transaction carried out at an ATM of the card issuing bank is called an On-Us transaction. A transaction carried out at any other ATM is called an Off-Us transaction. For instance, if a card issued by bank A is used at an ATM of bank A then it is an On-Us transaction; if the card is used at a WLA or at an ATM of any other bank, the transaction is Off-Us.
Yes, a bank must offer to its savings bank account holders a minimum number of free transactions at ATMs as under:
• Transactions at a bank’s own ATM (On-Us transactions) at any location: Banks should offer their savings bank account holders a minimum of five free financial transactions in a month, irrespective of the location of ATMs. Any number of non-cash withdrawal transactions will be provided free.
• Transactions at any other banks’ ATM (Off-Us transactions) at Metro locations: In case of ATMs located in six metro locations, viz. Bengaluru, Chennai, Hyderabad, Kolkata, Mumbai, and New Delhi, banks shall offer their savings bank account holders a minimum of three free transactions (including financial and non-financial transactions) in a month.
• Transactions at any other banks’ ATM (Off-Us transactions) at non-Metro locations: At any location, other than the six metro locations as above, banks must offer its savings bank account holders a minimum of five free transactions (including financial and non-financial transactions) at other bank ATMs in a month.
RBI has mandated minimum number of free transactions at ATMs. Banks may offer more number of free transactions to their customers.
Yes, customers can be charged for transactions at ATMs over and above the mandated number of free transactions (as indicated in answer to Q. 11 above). Presently, these charges cannot exceed a maximum of Rs. 20/- per transaction (plus applicable taxes, if any) by his / her bank.
Though banks are supposed to reverse such transactions on their own, it is always a good practice to lodge a complaint with the card issuing bank or ATM owner bank at the earliest.
For any Card, Cash and transactions related issues or complaints, please immediately contact the branch of the card-issuing bank where your account is maintained or its helpline, which can be accessed by visiting the card issuing bank’s website or usually available at the backside of the Debit/ATM card held by the user.
In the case of a failed ATM transaction, the banks have been mandated to re-credit the customer’s account within 5 calendar days from the date of the failed transaction.
Yes, the card issuing bank has to pay compensation of Rs. 100/- per day for delay in re-crediting the customer’s amount beyond 5 calendar days from the date of the failed ATM transaction. The compensation has to be credited to the account of the customer without any claim being made by the customer.
The customer can approach his / her bank and take up the matter with them. Within 30 days of receiving reply from the bank or in case of non-receipt of a reply from the bank within 30 days, the customer can take recourse to the Banking Ombudsman. The details of Office of Banking Ombudsman are available at the
or make an online complaint at https://cms.rbi.org.in/cms/IndexPage.aspx?aspxerrorpath=/cms/cms/indexpage.aspx
A card upon expiry of its validity or closure of the underlying account, should be cut into four pieces through the magnetic strip / chip before disposing it off.
The customer should contact the card issuing bank immediately on noticing the loss / theft of the card and should request the bank to block the card.
The Magnetic Stripe card stores card data on the magnetic stripe present on the card while the data in an EMV Chip & PIN card is stored in a chip.
Banks have been instructed to convert all existing Magnetic Stripe cards to EMV Chip & PIN cards before December 31, 2018. If the card holder has not got his / her magnetic stripe card replaced by an EMV Chip & PIN card, he / she should immediately approach his / her bank branch to get the replacement.