Recently I had couple of failed transaction at a nearby store. Unfortunately, the message arrived late almost 30 mins later than time of debit. I was baffled seeing the debit record since the transaction had failed at the merchant end. These incidents are normal but the money does not get credited without a complaint. After scouring the internet, I did not find a satisfactory answer. This prompted to directly head to SBI online website where one could see customer care button which redirected me to CMS website of SBI. Unfortunately, I was still skeptical since the secure site of CMS was not signed by trusted authority. The browser was complaining about this. Don't be worried about the SSL error since the site is redirected from onlinesbi.
The first time I raised complaint was under merchant transaction category. However, this ticket was closed within two days without proper resolution. The reason for abrupt closure was also not stated in CMS page. I was frustrated and wanted to take matter with merchant. Before resorting to knee-jerk action, I decided to give SBI customer care a try. It was then I realized mistake. The customer care was courteous and raised a ticket on my behalf. The ticket needs to be raised under debit card category even though the failure was during merchant transaction. I guess merchant transaction failures belong to online transaction for ex: money getting debited from Netbanking while transacting with online store.
The resolution time was tentatively 45 days but the money was credited within a week. Unfortunately, without a complaint the money will not be credited back. It is almost 15 days and money got credited only after a ticket. Today on March 19th, I received resolution SMS from SBI stating the rollback of debit entry and credit to the savings account. Finally, a quite big relief. I was elated when SMS received as below
Your complaint <complaint_num> has been attended to and closed after resolution as:CUSTOMER A/C CREDITED ON 19/03/2019
Below is screenshot of categories to be chosen when debit card transaction fails.
Whenever you transact with SBI debit card, an email is also sent to registered email id. Hope you have done the same. If not, I do not know to fetch some of the details required by CMS page. Hopefully netbanking statement or SMS will have these details.
Most of the fields are well known except for few below which feels enigmatic.
Txn id: You can refer email as above
terminal ID: I guess is the POS number as present in email
Txn Amount: <Is the amount you requested>
Dispensed amount: <The amount actually dispensed>
The above two are same in case of debit card merchant transaction. May be the Txn Amount differs from Dispensed amount in case of ATM withdrawals.
For ex: You requested for 5000 whereas ATM only dispensed 3000 (due to cash crunch or server error) but 5000 was debited from your account.
Hope this article helps!
The first time I raised complaint was under merchant transaction category. However, this ticket was closed within two days without proper resolution. The reason for abrupt closure was also not stated in CMS page. I was frustrated and wanted to take matter with merchant. Before resorting to knee-jerk action, I decided to give SBI customer care a try. It was then I realized mistake. The customer care was courteous and raised a ticket on my behalf. The ticket needs to be raised under debit card category even though the failure was during merchant transaction. I guess merchant transaction failures belong to online transaction for ex: money getting debited from Netbanking while transacting with online store.
The resolution time was tentatively 45 days but the money was credited within a week. Unfortunately, without a complaint the money will not be credited back. It is almost 15 days and money got credited only after a ticket. Today on March 19th, I received resolution SMS from SBI stating the rollback of debit entry and credit to the savings account. Finally, a quite big relief. I was elated when SMS received as below
Your complaint <complaint_num> has been attended to and closed after resolution as:CUSTOMER A/C CREDITED ON 19/03/2019
Below is screenshot of categories to be chosen when debit card transaction fails.
Whenever you transact with SBI debit card, an email is also sent to registered email id. Hope you have done the same. If not, I do not know to fetch some of the details required by CMS page. Hopefully netbanking statement or SMS will have these details.
Most of the fields are well known except for few below which feels enigmatic.
Txn id: You can refer email as above
terminal ID: I guess is the POS number as present in email
Txn Amount: <Is the amount you requested>
Dispensed amount: <The amount actually dispensed>
The above two are same in case of debit card merchant transaction. May be the Txn Amount differs from Dispensed amount in case of ATM withdrawals.
For ex: You requested for 5000 whereas ATM only dispensed 3000 (due to cash crunch or server error) but 5000 was debited from your account.
Hope this article helps!
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