Archive · 7 Aug 2026
Kerala consumer commission orders Union Bank to refund ATM-debited ₹10,000
A man went to an ATM to take out ₹10,000, but the machine kept his money and gave him nothing.
The bank machine took the money from his bank account but did not give him any cash.
He told the bank about the problem many times, but nobody helped him.
The bank said he did get the money and showed a computer record saying the transaction worked.
A special court for customers said that computer records are not enough proof.
The court said video from the ATM would have shown the truth, but the bank did not bring it.
So the court believed the man and told the bank to give his money back.
The bank also has to pay him extra money because he was upset and waited so long.
If the bank is late paying, it must pay extra interest.
This shows that when banks make mistakes, customers can ask a court to help them.
P.K. Sathian's ₹10,000 was debited from his Union Bank of India savings account at a Kozhikode ATM on July 28, 2022, but no cash was dispensed.
The bank did not resolve the issue despite written complaints filed at its Cherootty Road branch on July 30, 2022, and its Kallai Road branch on August 12, 2022.
Union Bank of India argued the customer had successfully withdrawn the money, relying on the ATM's Electronic Journal (EJ) statement.
The consumer commission ruled that CCTV footage is conclusive proof of cash delivery and that the EJ statement alone is insufficient, noting the bank failed to produce CCTV evidence.
The commission ordered Union Bank to refund ₹10,000 and pay ₹5,000 compensation within 30 days, with 9% annual interest on the refund if delayed.
- Who
- P.K. Sathian, a Union Bank of India customer, and the district consumer commission bench comprising President Priya S and member V. Balakrishnan
- What
- The consumer commission ordered Union Bank of India to refund ₹10,000 debited from an ATM without cash being dispensed, plus ₹5,000 compensation for deficiency of service and unfair trade practice
- When
- The ATM transaction occurred on July 28, 2022; the commission's order is dated July 27
- Where
- A Union Bank of India ATM at Kallai Road, Kozhikode, Kerala, with the case heard by the Kerala district consumer commission
- Why
- The bank failed to refund the debited amount despite repeated complaints and did not produce CCTV footage to prove the cash was dispensed, while the commission found the Electronic Journal statement insufficient evidence
Customer's Position
Bank's Position
Whether the ₹10,000 was actually dispensed
Customer's Position
The ATM debited ₹10,000 without dispensing cash; the customer reported the failure promptly and the Electronic Journal record alone cannot conclusively prove the money was handed over.
Bank's Position
The transaction was completed successfully, as shown by the ATM's Electronic Journal (EJ) statement, indicating the customer did receive the cash.
- Complainant
- P.K. Sathian
- Bank
- Union Bank of India
- ATM location
- Kallai Road, Kozhikode, Kerala
- Amount debited
- ₹10,000
- Transaction date
- July 28, 2022
- Compensation ordered
- ₹5,000
- Refund deadline
- Within 30 days
- Interest on late refund
- 9% per annum