Noor Mohammad Hasan (60), a diabetic, assumed that he could easily withdraw money from an ATM and buy medicines during an emergency. Unfortunately, his card got stuck inside the HDFC ATM machine at Kalina on Sunday.



The machine restarted when Hasan placed his DCB debit card in it. Another customer then called the HDFC Bank call centre for help. But Hasan alleges the representative misled him. "Shubhangi, the call centre executive, said I would get my card when the cash refilling van opens the machine."

Since his office is adjacent to the ATM, Hasan went there when the van arrived. But the technicians refused to give him his card, citing protocol issues. The customer must approach the bank and provide proof to get his card back.

"I called Shubhangi again, but she said that I must contact DCB for a new card," said Hasan. Rajeeb Chatterjee, vice-president, ATM, mobile banking and net banking products, HDFC, told MiD DAY, "We regret the inconvenience caused to him. We'll look into the matter."

Hasan then approached the DCB Bank branch at Kurla for a new card, where he was asked to pay Rs 169 for the same. However, Mini Santosh, branch manager, DCB Bank, told MiD DAY, "We will issue him a new card free of cost once he files an application."

How to get your ATM card back
According to bank rules, technicians are not authorised to give the card to the customer. Rajeeb Chatterjee, vice-president, ATM, mobile banking and net banking products, HDFC told MiD DAY. "When a customer's card is retained, he must approach the nearest branch of the bank, inform them about the incident and provide proof that he it the owner of the card. The bank will then ask him to carry out a transaction in their presence. The card will then be handed over to the branch that issued it."

An official from HDFC BANK said, "If a customer takes too long to place his request or enters the wrong PIN number three times, his card is automatically retained."