Transcript of "Customers complaint pretaing to baroda connect & atm cum debit card"
SUMMER INTERNSHIP PROGRAM – 2010
Customer’s complaints pertaining to Baroda
connect and ATM-cum debit card
ROLL NO. 40118
Table of Content:
1 Executive Summary
3 Certificate of Authenticity
6 Data Collection
7 Research Methodology and Data base
8 Introduction of the Company
8.1 Bank of Baroda at Civil Lines Allahabad
8.2 Heritage & Ethics of Bank of Baroda
8.3 International Presences
8.4 BOB Mission
8.5 History of the Company
8.6 Management (Board of Director)
9 Services at BOB
10 Subsidiaries of BOB
11 Strategic Initiative 2009
12 Job Done in BOB
13 E-Banking Product of BOB
14 Advantage of E-Banking
15 Definitions of ATM
15.1 Eligibility of ATM Debit Card
15.1(a) ATM Debit Card Can not be Issued
15.2 The Indian ATM Industry
15.3 ATM Networks
15.4 Inter Connectivity of ATM Networks
15.5 BOB Debit Card
15.5.1 Meaning of BOB Debit Card
15.5.1(b) Obligation of Card Holder‘s
15.5.2 Features of International Debit Card
15.5.3 ATM Usage
15.5.4 Merchant Establishment Usage
15.5.5 International Usage
15.5.7 Lost or Stolen Card
15.5.8 Disclosure of Information
15.5.10 Statements & Records
15.5.13 Limitation of Bank‘s Liability
15.6 Advantage of ATM Debit Card
15.7 Revised Fees Structure for ATM
15.8 ATM Operational Issue
16 Material Consumer Satisfaction Level
16.1 Fees Charged
16.2 Problem faced
16.3 Post Purchase Behavior
17 Overall Material Customer Satisfaction level
18 Abstract Customer Satisfaction Level
18.1 Factor Affecting Choice of ATM
18.2 ATM is most Often Used
19 Introduction to Baroda Connect
19(a) Fund Transfer Limit
19(b) Facilities from Baroda Connect
19.1 Baroda Connect Services Offered
19.2 Advances of Baroda Connect
19.3 Brief about Longing in
19.4 How to use the Facility
19.5 Brief about Password
19.5.1 Security of Password
19.5.3 Other Important Security Tips
19.7 Issues Impacting E-Banking Services
19.7.1 E-Banking Risks
19.7.2 Operational/technological Risks
19.7.3 Transactional or Operational Risks
19.7.4 Credit Risks
19.7.5 Market Risks
19.7.6 Compliance or Legal Risks
19.7.7 Strategic Risks
19.7.8 Reputation Risks
20 10 Tips for Safe Online Banking
21 Phone Banking
22 Baroda e Tax
23 Pay UP Commercial Tax
24 Baroda e Trading
25 Baroda Rapid Fund2India
26 Baroda Remit Xpress
27 Western Union Money transfer
28 Online RTGS/ NEFT
29.1 Non Performing Assets
30.2 Reserve & Surplus
31 Ratio Analysis
31.1 Profitability Ratio
31.2 Efficiency Ratio
31.3 Assets Quality Ratio
32 Performance Highlights
33 Findings & Suggestion
1 Executive Summary
This project is intended to help those people who want to study the solving the
customer complaints regarding Baroda Connect and Atm- cum Debit card and their
implications Bank of Baroda. In this project I have tried to give some
recommendation best of my knowledge so I have tried to cover almost all aspect of
Bank of Baroda. In this project am using BOB as the abbreviation of BANK OF
In this project I have studied the following
1. What is a debit card?
2. What is Bank of Baroda‘s Debit Card.
3. The difference between a Debit Card and a Credit Card.
4. The facilities available at ATMs
5. How to solve the customer‘s complaint Bob Debit Card.
6. What is the proceeder to issue the New Card?
7. Customer‘s withdrawal the money from Atm but the customer hasn‘t
received the money and the amount is debited from the customer‘s A/C.
8. What can be done by customer if the Card is lost?
9. Net Profit of BOB in different years from 2007 to 2009
10. Different financial Indicator of BOB in different years from 2007 to 2009
11. And many more
Summer project is one of the essential parts towards the partial fulfillment of the
requirement of two year full time PGDM programme. In this line I had an
opportunity to undergo practical training of two months in Bank of Baroda which
is a financial and banking Industry.
This project was undertaken to study vital aspect of Atm & Net banking Sercular
of the company with physical verification and verification of the serculars. This
project is divided in two parts. First I will discuss how I have studied the
complaints of Atm & Net banking and secondly I will discuss how I have
investigated and verified the financial ratio of the company.
I visited the different BOB Atm and collect all the information through the people
who use the Atm. Atm machine is working properly or not, People inserted card
properly, and cheack the collect cash from customer is to be same at the time of
widthdrawal by the customer.
3 Certificate of Authenticity
This is certify that the project work was done on “Customer‟s complaints
pertaining to technology such as Baroda Connect and ATM- cum Debit Card
including short comings in the present system and strategy for removing the
same and resolving the complaints expeditiously ‟‟ submitted to Accman
Institute of Management, Greater Noida is in partial fulfillment the requirement
for the award of Post Graduate diploma in Management, is a bonafide `work
carried out by me at „Bank of Baroda Civil Lines Allahabad‟. I declare that the
form and the content of the above mentioned project are original and have not been
submitted in part or full, for any other degree or diploma of this or any other
Organization/ Institute/ University.
Our prestigious organization Accman Institute of Management gave me a great
opportunity to learn and experience the corporate world. The summer training
programme was great experience for me. This project is the result of time, efforts
and knowledge contributed by various members of the Organization .I pursued my
summer training from Bank of Baroda which is Financial and banking Industry and
I would like to extend my sincere gratitude to
Mr. S.Ghatak (Dy. Regional Manager) to give me a valuable opportunity to
work with such a renowned organization. I would like to extend my sincere thanks
to Mr. Dinesh Kumar (Sr. HR. Manager Allahabad) and Mr. H.S.Pandey (Sr.
Branch Manager) for assigning me a project on“Customer‟s complaints
pertaining to technology such as Baroda Connect and ATM- cum Debit Card
including short comings in the present system and strategy for removing the
same and resolving the complaints expeditiously ‟‟of Bank of Baroda. They
have been a source of guide and motivation for the completion of project.
I would like to give credit for my successful completion of project to:
Mr. Vishnu kumar (Joint Manager)
Mr. Rajesh Mahrotra (Sr. Officer)
Mr. Om Prakash (Branch Manager)
Mr. R.P.Yadau ()
Mr. R.K.Verma (Officer)
Mr. GopalJee Prasad (Officer)
Mrs. VandanaJha (Officer)
Miss Seema (Officer)
Who were always available for my support and important guidance. They were
source of Motivation and guidance for me.
I sincerely thank for the help provided by my institute ―Accman Institute of
Management‖ which provided me necessary materials for completion of this
project. I am also thankful to our sincere mentor in the college to
Prof. S.C.Ghosh (Chief CRIC.)
Prof. Dinesh Singh. (Finance Professor)
Finally I am thankful to other members of my Organization and friends who
supported me a lot and without their help this project would not have been
Identify the risks and risk management practices associated with e-banking
activities. Provide standardized guidance to examiners on e-banking reviews.
This study has been developed for those of you who are keen to acquiresome basic
but key information about Banking industry as an initial step towardsbecoming a
more informed individual. I hope this module will act as a meansof satisfying some
of your initial queries on this industry.
The paper aims to examine the scenario of ATM in banks. In this broader
framework, an attempt is made to achieve the following specific objectives:
To analyze the present ATM facilities
To examine the factors affecting the choice of ATM.
To examine the impact of ATM on customer satisfaction by appraising the
problems faced by the customers.
To analyze the post purchase behavior of customers regarding the different
banks under study.
6 DATA COLLECTION
Primary data has been collected through questionnaire. A sample size of 100
―Impact of ATM on customer satisfaction‖ focus that customer satisfaction is
one of the major factors measuring the performance of the banks. This paper
examines the customer satisfaction level in the three banks under study with
special reference to problems faced, responses about the fee charged and post
purchase behavior of the consumers after using ATM. The paper also examines the
relationship between various ATM facilities, factors affecting the choice of ATM
and its interplay with customer satisfaction.
The customer satisfaction level has been analyzed in two terms i.e. material
customer satisfaction (MCS) level and abstract customer satisfaction (ACS) level.
Customer satisfaction in material sense denotes the aggregate position of the banks
in terms of fee charged, frequency with which problems are faced and post
purchase behavior of the customers. In abstract sense, customer satisfaction level
denotes the position of the banks in terms of post purchase behavior, the efficiency
of facilities provided and the example of others using the ATM of the same bank.
7 Research Methodology & Data Base
The present study is of analytical and exploratory nature. Accordingly, the use has
been made of primary as well as secondary data. The secondary data have been
collected mainly from RBI monthly bulletins, Financial Express political weekly,
various newspapers and other literature available in the field. To know the
problems of ATM structured questionnaires have been used to collect the data
from customers using ATM services.
8 INTRODUCTION OF THE COMPANY
The Bank of Baroda is established in the year 1908 in Baroda. Ever since its
inception, the bank has been growing and expanding its branches successfully. At
the turn of a century, the bank has its presence in 25 countries across the world.
Bank of Baroda has progressively taken a step towards commitment and values by
providing uncompromising standards of service to its customers, stakeholders,
employees and the like.
Bank of Baroda is the 3rd largest bank in India, after State Bank of India and
Punjab National Bank and ahead of ICICI Bank. BOB has total assets in excess of
Rs. 2.27 lakhcrores, or Rs. 2,274 billion, a network of over 3000 branches and
offices, and about 1100+ ATMs. It offers a wide range of banking products and
financial services to corporate and retail customers through a variety of delivery
channels and through its nationalize subsidiaries and affiliates in the areas of
investment banking, credit cards and asset management.
Maharajah of Baroda Sir SayajiraoGaekwad III founded the bank on July 20, 1908
in the princely state of Baroda, in Gujarat. The bank, along with 13 other major
commercial banks of India, was nationalized on 19 July 1969, by the Government
8.1BANK OF BARODA at Civil Lines ALLAHABAD:
Bank of Baroda Civil Lines at Sangam city Allahabad is the First & Oldest branch
of the city, established in 1964, became Main Branch of Allahabad.
Later on with growth of Banking Industry Bank of Baroda also expanded and
became Lead Bank of Allahabad District, having 13 branches in the city &
Approximately 90-95 branches in Allahabad Region along with its Regional Office
of Allahabad headed by AGM rank Officer.
As far as main Branch it is having 19 Staff Members in Toto, and Managing
business to the tune of
3) and Other Services
There is Approximately 15000 or more Customers in the branch.
Types of A/C Deposits (in thousand)
C/A 11, 02, 89
S/A 55, 74, 22
Term Deposites 1,22,56,85
Total Deposites 1,89,33,96
Total Loan & Advances 28,93,89
8.2 Heritage & Ethics of Bank of Baroda:
The Bank of Baroda was started on 20th July 1908 under the Companies Act of
1887. The initial capital invested was Rs. 10 Lakhs. The Maharaja was none other
than Sayaji Rao Gaekwad who, with his visionary insight, planned the beginning
of a reputed journey which over the years, came to be known as the Bank of
It is interesting to note that during the period of 1913 to 1917; almost 87 banks in
India succumbed to a financial crisis. However, the Bank of Baroda survived the
economic depression by dint of its financial integrity, business prudence and
concern uncompromising concern about its customers and clients. This has
transcended down to the present ages and has become the motto of the bank.
8.3 INTERNATIONAL PRESENCES:
Bank of Baroda Building in Dubai
In its international expansion Bank of Baroda followed the Indian diaspora, and
especially that of the Gujaratis. It has significant international presence with a
network of 72 offices in 25 countries, six subsidiaries, and four representative
Among Bank of Baroda‘s 42 overseas branches are ones in the world‘s major
financial centers i.e. New York, London, Dubai, Hong Kong (which it has
upgraded recently), Brussels and Singapore, as well as a number in other countries.
The bank is engaged in retail banking via 17 branches of subsidiaries in Botswana,
Guyana, Kenya, Tanzania, and Uganda. Bank of Baroda also has a joint-venture
bank in Zambia with nine branches. Bank of Baroda maintains representative
offices in Malaysia, China, Thailand, and Australia. It plans to upgrade its offices
in China and Malaysia shortly to a branch and joint-venture, respectively.
Bank of Baroda has received permission or in principle approval from host country
regulators to open new offices in Trinidad and Tobago and Ghana, where it is
seeking to establish joint ventures or subsidiaries. The bank has received Reserve
Bank of India approval to open offices in the Maldives, and New Zealand. It is
seeking approval for operations in Bahrain, South Africa, Kuwait, Mozambique,
and Qatar and is establishing offices in Canada, New Zealand, Sri Lanka,
Bahrain,Saudi Arabia, and Russia. It also has plans to extend its existing operations
in the United Kingdom, the United Arab Emirates, and Botswana.
8.5 HISTORY OF THE COMPANY
1908: Maharaja SayajiraoGaekwad III set up Bank of Baroda (BOB).
1910: BOB established its first branch in Ahmedabad.
1953: BOB established a branch in Mombasa and another in Kampala.
1954: BOB opened a branch in Nairobi.
1956: BOB opened a branch in Dar-es-Salaam.
1957: BOB established a branch in London.
1959: BOB acquired Hind Bank.
1961: BOB merged in New Citizen Bank of India. This merger helped it
increase its branch network in Maharashtra.
BOB also opened a branch in Fiji.
1962: BOB opened a branch in Mauritius.
1963: BOB acquired Surat Banking Corporation in Surat, Gujarat.
1964: BOB acquired two banks, Umbergaon People‟s Bank in southern
Gujarat and Tamil Nadu Central Bank in Tamil Nadu state.
1964: BOB lost its branch in Narayanjanj (East Pakistan) due to the Indo-
Pakistan war. It is unclear when BOB had opened the branch.
1965: BOB opened a branch in Guyana.
1967: The Tanzanian government nationalized BOB‘s three branches there
and transferred their operations to the Tanzanian government-owned
National Banking Corporation.
1969: The Government of India nationalized 14 top banks, including BOB.
BOB incorporated its operations in Uganda as a 51% subsidiary, with the
government owning the rest.
1970s and 1980s
1972: BOB acquired Bank of India‘s operations in Uganda.
1974: BOB opened a branch each in Dubai and Abu Dhabi.
1975: BOB acquired the majority shareholding and management control of
Bareilly Corporation Bank (est. 1928) and Nainital Bank (est. in 1954),
both in Uttar Pradesh. Since then, Nainital Bank has expanded to
1976: BOB opened a branch in Oman and another in Brussels. The Brussels
branch was aimed at Indian firms from Mumbai (Bombay) engaged in
diamond cutting and jewellery having business in Antwerp, a major center
for diamond cutting.
1978: BOB opened branch in New York and another in the Seychelles.
1979: BOB opened a branch in Nassau, the Bahamas.
1980: BOB opened a branch in Bahrain and a representative office in
BOB, Union Bank of India and Indian Bank established IUB International
Finance, a licensed deposit taker, in Hong Kong. Each of the three banks
took an equal share.
1985: BOB (20%), Bank of India (20%), Central Bank of India (20%) and
ZIMCO (Zambian government; 40%) established Indo-Zambia Bank
BOB also opened an Offshore Banking Unit (OBU) in Bahrain.
1988: BOB acquired Traders Bank, which had a branch network in Delhi.
1990: BOB opened an OBU in Mauritius, but closed its representative office
1991: BOB took over the London branches of Union Bank of India and
Punjab & Sind Bank (P&S). P&S‘s branch had been established before 1970
and Union Bank‘s after 1980. The Reserve Bank of India ordered the
takeover of the two following the banks‘ involvement in the Sethia fraud in
1987 and subsequent losses.
1992 BOB incorporated its operations in Kenya into a local subsidiary with
a small tranche of shares quoted on the Nairobi Stock Exchange.
1993: BOB closed its OBU in Bahrain.
1996: BOB Bank entered the capital market in December with an Initial
Public Offering (IPO). The Government of India is still the largest
shareholder, owning 66% of the bank‘s equity.
1997: BOB opened a branch in Durban.
1998: BOB bought out its partners in IUB International Finance in Hong
Kong. Apparently this was a response to regulatory changes following Hong
Kong‘s reversion to the People‘s Republic of China. The now wholly owned
subsidiary became Bank of Baroda (Hong Kong), a restricted license bank.
BOB also acquired Punjab Cooperative Bank in a rescue.
1999: BOB merged in Bareilly Corporation Bank in another rescue. At the
time, Bareilly had 64 branches, including four in Delhi.
In Guyana, BOB incorporated its branch as a subsidiary, Bank of Baroda
BOB added a branch in Mauritius, but closed its Harrow Branch in London.
2000: BOB established Bank of Baroda (Botswana).
2002: BOB acquired Benares State Bank in Benares at the Reserve Bank of
2002: Bank of Baroda (Uganda) was listed on the Uganda Securities
2003: BOB opened an OBU in Mumbai.
2004: BOB acquired the failed Gujarat Local Area Bank, and returned to
Tanzania by establishing a subsidiary in Dar-es-Salaam.
BOB also opened a representative office each in Kuala Lumpur, Malaysia,
and Guangdong, PRC.
2005: The Reserve Bank of India (RBI) has approved a joint venture
between BOB, Bank of Maharashtra (BOM), and Oriental Bank of
Commerce (OBC) to set up a bank in Malaysia. The new bank will reside in
Kuala Lumpur, which has a large population of Indians. The initial capital
required will be US$78 million; BOB will invest 40%, and the other two
banks will invest 30% each. The JV is awaiting approval from the Malaysian
Central Bank. Bank has built and commissioned its own State-of-the-Art
Global Data Centre (DC) in Mumbai for running its centralized banking
solution(CBS) and other applications in 1900+ branches across India and 20
other counties where the Bank is operating.
BOB also opened a representative office in Thailand.
2006: BOB established an Offshore Banking Unit (OBU) in Singapore.
2007: In its centenary year, BOB‘s total business crossed 2.09 lakh crores,
its branches crossed 1000, and its global customer base 29 million people.
2008: BOB opened a branch in Guangzhou, China (02/08/2008).
2009: Bank of Baroda registered with the Reserve Bank of New Zealand,
enabling it to trade as a bank in New Zealand (2009/09/01)
2010: Bank of Baroda becomes the 3rd Largest Bank in India, overtaking
ICICI Bank . Total Business crosses 400000 crores.
8.6 Board of Director‟s
Mr. M.D.Mallya Chairman & Managing Director
Mr. Dharmendra Bhandari Director
Mr. Maulin A Vaishnav Director
Mr. Ranjit Kr.Chatterjee Director
Mr. Alok Nigam Director
Mr. A.Somasundaram Director
Mr. Atul Agarwal Director
Mr. Deepak B.Phatak Director
Mr.R.K.Bakshi Executive Director
Mr.N.S.Srinath Executive Director
Mrs. Masarrat Shahid Non Official Part Time Director
Mr. Ajay Mathur Non Official Part Time Director
9 SERVICES at BOB
Apart from the Loans, Deposits, Credit and Debit Cards, Bank of Baroda offers
other services to make financial dealings easy and convenient.
Remittances(baroda money express)
ECS(electronic clearing services)
Government business(PPF , tax collection and savings bonds)
Baroda e Tax
Pay UP Commercial Tax
Baroda Remit Xpress
Western Union money transfer
Baroda easy pay
Booking Rail tickets
10 BOB‟s SUBSIDIERIS
o Bobcards Ltd.
o BOB capital markets Ltd.
o Nanital bank Ltd.
o Bank of Baroda (Botswana) Ltd.
o Bank of Baroda (Kenya) Ltd.
o Bank of Baroda (Uganda) Ltd.
o Bank of Baroda (Guyana) Ltd.
o Bank of Baroda (U.K.) Ltd.
o Bank of Baroda (Tanzania) Ltd.
o Bank of Baroda (Trinidad & Tobago) Ltd.
o Bank of Baroda (Ghana) Ltd.
o Baroda (New Zeeland) Ltd
Assciates of Bank of Baroda (Domestic)
o Baroda Pioneer Asset Management Co. Ltd.
o Nainitaal Almora K.G.Bank
o Jhabua Dhar K.G.Bank
o Baroda Gujrat K.G.Bank
o Baroda Rajasthan Gramin Bank
o Baroda U.P. Gramin Bank
o Indo Zambia Bank Ltd.
11 Strategic Initiative 2009
The Bank‘s focus was optimise human resource management in a highly
motivating work environment, rawing maximum mileage out of the
available Information Technology and mbibing a full-fledged marketing
culture to promote a sense of professionalism in approach and attitude.
BOB completed Core Banking Solution (CBS) rollout in 1,922 domestic
branches covering 94% of its business as at 31st March, 2009.
The Bank launched several new IT products and services such as Phone
Banking, Corporate Cash Management System, Payment Messaging
Solution and Global Treasury.
The Bank took many initiatives introducing new products both on assets and
liability sides during 2008-09 such as Loan for Earnest Money Deposit,
Baroda Additional Assured Advance to NRIs, Baroda Bachat Mitra etc.
In its role as a partner to the rural development, the Bank, besides meeting
all its credit deployment targets, established four Baroda Swarojgar Vikas
Sansthan during the year 2008-09 for imparting training to the unemployed
youth and facilitating their gainful self-employment.
It organised awareness programmes for SME borrowers to educate them
about various products, services and precautionary steps to be taken in view
of global financial crisis.
12 JOB DONE IN BOB:
1. Canvassing above services among Customers.
2. Entertaning complaints if any of Customers & their redressel.
3. Learnt Operational banking :
i.e. Debit, Credit, Transfer, issuence of Demand Draf t, Banker‘s Cheque,
Paasbook Printing, etc.
13 E-Banking Product of BOB
1) ATM and Debit card
2) Baroda Connect
a) Transaction processing & inquiry for Retail &
b) Baroda e-Shoppe
c) Baroda easy pay
d) Booking Rail tickets
e) E-Tax Services
f) Online RTGS/NEFT
g) Temple Donation
3) Phone Banking
4) Depository services
5) Baroda Rapidfunds2India
6) Baroda Remit Xpress
7) Western Union money transfer
14 Advantage of E-Banking
1. Remarkable Reduction in the COST OF TRANSACTION - Increase in
AT BRANCH -Rs. 36, ATM Rs. 16, e-BAN – Rs. 1
2. ANYWHERE - ANYTIME BANKING for CUSTOMERS.
24x7x365 basis ―Now No Holiday‖
3. Manpower can divert to Marketing.
4. MUST for RETAINING EXISTING customers and to ATTRACT NEW
15 DEFNEATION OF ATM
ATM means neither “avoids traveling with money” nor “any time money,” but
certainly implies both. Slim ATM cards are fast replacing confounding withdrawal
forms as a convenient way of getting your money from banks. In a way, they are
rewriting the rules of financial transaction. A smart person no longer needs to carry
a wallet-full of paper money on his person. All he needs to do is fish out an ATM
(automated teller machine) card, insert it in the slot, punch in a few details and go
home with hard cash.
Automated teller machines (ATMs) were the first well-known machines to
provide electronic access to customers. With advent of Automatic Teller Machines
(ATM), banks are able to serve customers outside the banking hall. ATM is
designed to perform the most important function of bank. It is operated by plastic
card with its special features. The plastic card is replacing cheque, personal
attendance of the customer, banking hour‘s restrictions and paper based
verification. ATMs have made hard cash just seconds away all throughout the day
at every corner of the globe. ATMs allow you to do a number of banking functions
– such as withdrawing cash from one‘s account, making balance inquiries and
transferring money from one account to another – using a plastic, magnetic-strip
card and personal identification number issued by the financial institution.
15.1 Elgibility of ATM DEBIT CARD
1. 1.Individuals maintaining Savings, SSB account with operational
instructions as ―Self‖ or ―Either or Survivor‖. This also includes Pensioners
& Senior Citizens.
2. Individuals maintaining Current account , OD account against FD/LIC/NSC
with mode of operation as ―Self‖, ―Either or Survivor‖ or ―Sole Proprietor‖.
3. Staff Overdraft accounts (SOD).
4. Minors of 15 years of age and above maintaining Saving Bank account in his
individual name with operational instruction as ―Self‖. (not through father &
5. Visually impaired persons.
15.1(a) ATM DEBIT CARD Can not be Issued
1. Account where mode of operation is other than ―self‖, ―Either or
Survivor‖ and ―Sole Proprietor‖.
2. Visually impaired persons, holding joint account.
3. Customer maintaining ―Nagarik Bachat Khata‖.
4. Account having same customer ID >Card to be linked with other A/Cs
15.3 THE INDIAN ATM INDUSTRY
The Indian ATM industry has seen explosive growth in recent times. ATMs
represent the single largest investment in the electronic channel services for the
Banks. In India, HSBC set the trend and set up the first ATM machine here in
1987. Since then, they have become a common sight in many of our metros.
Automated Teller Machines (ATMs) have gained prominence as a delivery
channel for banking transactions in India. Banks have been deploying ATMs to
increase their reach. While ATMs facilitate a variety of banking transactions for
customers, their main utility has been for cash withdrawal and balance enquiry. As
at the end of October 2007, the number of ATMs deployed in India was 31,078.
According to some estimates the total cash movement through ATMs across India
was around Rs. 70,000 crore in FY 06. Clearly, industry watchers forecast a bright
future for ATMs in India. While the ATM is a great service for customers, for the
banks it means immense savings on the cost of operations. While a typical cash
transaction carried out in a banks branch premise would cost Rs 40 that in an ATM
will only cost Rs18translating into a cost saving of Rs 22 per transaction.
15.4 ATM NETWORKS
The ATMs of a bank are connected to the accounting platform of the bank through
ATM switches. Inter-bank ATM networks are created by setting up apex level
switches to communicate between the ATM switches of different banks. The inter-
bank ATM networks facilitate the use of ATM cards of one bank at the ATM(s) of
other banks for basic services like cash withdrawal and balance enquiry. Banks
owning the ATMs charge a fee for providing the ATM facility to the customers of
other banks. The ATM deploying bank from the card issuing banks recovers this
fee referred to as ‗interchange fee‘. However the interchange fee is not fixed across
banks and depends on the terms of bilateral / multilateral arrangements. Banks with
larger ATM network treat interchange fee as an important stream of revenue.
15.5 INTER CONNECTIVITY OF ATM NETWORKS
Inter-connectivity of ATM Networks provides access to the customers to use any
ATM in the country irrespective of the bank with which the customer is banking.
There are a number of ATM network switches such as CashTree, BANCS,
CashnetMitr and National Financial Switch (NFS). In addition, most ATM
switches are also linked to VISA or MasterCard gateways.
15.6 BOB DEBIT CARD
The Bank of Baroda International Debit Card is accepted at over 50000 Visa
Electron ATMs in India and 1000000 ATMs worldwide. The card is also accepted
at any 350000 merchant outlets in India and around 29 millions globally. The card
enables you to enjoy the convenience of cash-less purchasing power without the
fear of overdrawing your account.
Take advantage of the most widely accepted card and be able to withdraw
from any ATM displaying the VISA logo, in India and abroad.
At VISA Electron merchant shops, it can also serve as your electronic purse,
and money gets debited instantly from your account, as you pay.
The Card allows you to get mini-statements from Bank of Baroda ATMs, or
to check the balance in your account, avoiding visits to even our nearest
15.5.1. Meaning of Baroda Debit Card
1. The ―Bank‖, means Bank of Baroda, a body corporate constituted by and under
the Banking Companies (Acquisition and transfer of undertakings) Act, 1970
and having its Head Office at Mandvi, Baroda.
2. ―Card‖ or ―Debit–cum-ATM Card‖ or ―International Debit Card‖ or
―International ATM-cum-Debit Card‘ or ―Debit card‖ refers to the Bank of
Baroda VISA Electron Debit Card issued by the Bank to a Card Holder.
3. ―Cardholder‖ means the approved Customer who has requested for the Card
upon his/her undertaking to abide by the terms and conditions herein and who
has been issued the Card and who is authorized/has the necessary mandate to
hold and use the Card. Cardholder is referred to as ―you‖, ―your‖, ‖him‖ or
similar pronouns and all reference to the card holder in the masculine gender
will also include the feminine gender. Words in plural shall also mean and
include those in singular and vice versa.
4. ―Account(s)‖ means the Cardholder‘s Savings or Current Accounts that have
been designated by the Bank to be eligible account(s) for valid operations of the
Debit Card. The Cardholder should be either the accountholder or sole
signatory or authorized to act alone/individually when there are more than one
5. ―Primary Account‖ shall mean in case of multiple accounts linked to the Card,
the account that has been designated as being the main/first account of
operation i.e. the account from which purchase transactions, cash withdrawals,
charges and fees related to the card are debited.
6. ―Nominated Accounts‖ means and includes the Primary Account as described
above, and it indicates the card holder‘s account(s) nominated in writing by him
to be accessed by his Debit Card and PIN.
7. ―ATM‖ means any Automated Teller machine whether in India or Overseas,
whether of the Bank or an ATM under specified Shared Network, at which
amongst other things, the Cardholder can use his Card to access his funds held
in his account with the Bank.
8. ―Cash Dispenser‖ means an ATM with restricted functionality of dispensing
9. ―PIN‖ means the Personal Identification Number, required to access the
Automated Teller Machine, allocated to the Cardholder by the Bank or chosen
by him from time to time.
10. ―Shared Network,‖ means network of ATMs other than Bank of Baroda ATMs
where VISA cards are accepted.
11. ―Transaction‖ means any instruction given, by a Cardholder by using his Card
directly or indirectly, to the Bank to effect action/transaction on/in the account.
12. ―International Transaction‖ means the transactions performed by the
Cardholder through his internationally valid Debit Card, outside India, Nepal
13. ―Account Statement‖ means a periodic statement of account sent by Bank to a
Cardholder or Pass Book issued by the branch where the account is maintained
setting out transactions carried out by the Cardholder(s) during the given period
and the balance on that date. It may also include any other information that
Bank may deem fit to include.
14. ―Merchant‖ or ―Merchant Establishment‖ shall mean establishments wherever
located which accept/honour the Card and shall include amongst others airline
organizations, railways, petrol pumps, shops, stores, restaurants etc. advertised
by the Bank from time to time.
15. ―Electronic Data Capture (EDC)‖ refers to electronic Point-of-Sale swipe
terminals whether in India or overseas, whether of the Bank, Bobcards Ltd, any
other Bank on the network, those permit the account(s) to be debited for
purchase transactions from the member establishments.
16. ―Valid Charges‖ means charges incurred by the Card Holder for purchase of
goods or services on the card or any other charge as may be included by the
Bank from time to time for the purpose of this product.
17. ―VISA Electron‖ means a trademark owned by and normally associated with
18. ―VISA/Plus ATM Network‖ means ATMs that honour the Debit Card and that
display the VISA/Plus or Electron Symbols.
19. ―Force Majeure Event‖ means any event such as fire, earth quake, flood,
epidemic, strike, lockout, labour controversy, industrial disputes, riot, civil
disturbance, war, civil commotion, natural disasters, acts of God, failure or
delay of any transportation agency, or any other furnisher of essential supplies
or other facilities, omissions and acts of public authorities preventing or
delaying performance of obligation relating to acts of public authorities
including changes in Law, or other regulatory authority acts beyond the control
of the Bank, or for any other reasons which cannot reasonably be
forecast/foreseen or provided against, and which cannot be predicted by men of
20. ―Law‖ includes all applicable statutes, enactment, acts or legislature or
Parliament, ordinances, rules, bye-laws, regulations, judgments, notifications,
guidelines, policies, directions, circulars, directives and orders of any
Government, statutory authority, tribunal, board, court or recognized stock
exchange, final and interim decrees and judgments.
21. ―Technical Problem‖ include any problems and difficulties arising due to the
power and electricity failure, computer errors, programming errors, software or
hardware errors, computer breakdown, non-availability of Inter-net
connections, communication problems between the Bank‘s server and ATM
network, shutting down of the Bank‘s servers, no availability of links,
corruption of the computer software, problems in ATM or any other Service
Providers infrastructure and telecommunication network, problems in any other
telecommunication network and any other technology related problems.
i) The Card sent to you needs to be activated at ATM prior to its use at any other
device. The Card can be activated through first utilization of the PIN for PIN
change at any of the Bank‘s ATMs.
15.5.1(b) Obligations of Card Holder‟s:
i) The issue and use of the Card shall be subject to the rules and regulations in
force from time to time as issued by Bank of Baroda, Reserve Bank of India .
ii) The Card shall be valid only for transaction options, as permitted by the Bank
from time to time in India and abroad, at Bank of Baroda ATMs, ATMs of
other banks, which are members of VISA/Plus network and VISA Electron
Point-of Sale swipe terminals at Merchant Establishments from time to time.
iii) The Card is not transferable or assignable by the Cardholder under any
iv) The Card is and will be the property of Bank of Baroda at all times and shall be
returned to the Bank immediately upon Bank‘s request unconditionally. The
Cardholder is requested to ensure that the identity of the Bank‘s officer is
established before handing over the Card.
v) The Cardholder is required to sign the acknowledgement at the time of receipt
of card as also to sign the Card immediately upon receipt. The Cardholder must
not permit any other person to use it and should safeguard the Card from misuse
by retaining the Card in his personal possession and under his personal control
at all times.
vi) The PIN issued to the Cardholder for use with the Card or any numbers chosen
by the Cardholder as a PIN shall be known only to the Cardholder and are for
his personal use and are strictly confidential. A written record of the PIN should
not be kept in any form, place or manner that may facilitate its use by a third
party. The PIN should not be disclosed to any third party, including the staff of
the Bank or to merchant establishments, under any circumstances or by any
means whether voluntary or otherwise.
vii) The Cardholder ‗s account will be debited immediately except in case of
technical delays or Force Majeure events with the amount of any withdrawal,
transfer, valid charges and other transactions effected by the use of the Card.
The Cardholder will maintain sufficient funds in the account to meet any such
transactions and also be shall not call in question the dates of transactions as
appearing in his account even when they appear a few days later but within a
viii) The Cardholder shall maintain, at all times, such minimum balance in his
account as the Bank may decide from time to time, and the Bank may at its
discretion, levy such penal or service charges as per Bank‘s rules from time to
time and/or withdraw the Card Facility, if at any time the amount of balance
falls short of the required minimum as aforesaid, without giving any further
notice to the Cardholder and/or without incurring any liability of responsibility
whatsoever by reason of such withdrawal.
ix) The Cardholder should not use or attempt to use the Card without sufficient
funds in the card account. In the event of payment/debit made in excess of the
balance available in the Cardholder/s card account/s for any reason whatsoever,
the Cardholder undertakes to repay such overdrawn amount together with the
interest 18% p.a. or as applicable from time to time and charges that may be
debited by the
Bank with in –3- days of such overdrawn amount. This will be in addition to the
cancellation of the card at the discretion of the Bank & for any other action
which Bank may deem fit.
x) The Bank shall have the right of set off and lien irrespective of any other lien or
charge, present as well as future on the balances held in the Cardholder primary
and/or secondary account/s or in any other account whether in single name or
joint names to the extent of all outstanding dues, whatsoever, arising as a result
of services extended to and/or used by the Cardholder. The cardholder hereby
authorizes the Bank or its agent to recover all dues from any of the accounts of
the cardholder with the Bank.
xi) The Cardholder will in all circumstances accept & be responsible for
transactions effected by the use of the card, whether authorised by the
Cardholder or not, and shall indemnify the Bank against any loss or damage
caused by an unauthorized use of the Card or related PIN, including any penal
action arising there from on account of any violation of RBI guidelines or rules
framed under the FEMA 1999 or any other law being in force in India and/or
any other country/state continent/territory wherever located in the world at the
time, notwithstanding the termination of this agreement.
xii) In case of joint account, where only one card is issued to a joint account
holder, the other joint account holder/s shall expressly agree with and give
consent on the application form for issue of the card. If more than one person
sign or agree to be bound by these terms and conditions, the obligation of such
persons hereunder will be joint and several and as the context may require. Any
notice to any such person will be deemed as an effective notification to all such
(a) In case any of the joint account holder/s gives ―STOP OPERATION‖
instructions, no operations will be allowed on such Card account/s through the
use of the Card. Anyone or more joint account holders only in respect of such
card accounts in which he/she is a joint account holder can give the ‗Stop
(b) All the joint account holders shall jointly instruct the Bank to revoke ― Stop
xiii) The Cardholder is requested to note that the Card is valid upto the last day of
the month/year indicated on the Card. The renewed Card shall be sent by the
Bank before the expiry of the Card at the discretion of the Bank, upon
evaluation of the conduct of the account. The Bank reserves the sole right of
renewing the Card account on expiry. The Cardholder undertakes to destroy the
expired debit card by cutting it into several pieces.
xiv) The Cardholder is required to verify statement of account / get passbook of his
Account updated from the branch where he is maintaining his Card Account at
least once in a month.
xv) The Cardholder shall inform the Bank in writing within—7-- days from the
statement date or from the date of completion of his passbook of any
irregularities or discrepancies that exist in the transaction details at an
ATM/Merchant Establishment. If no such notice is received during this time,
the Bank will assume the correctness of both the transactions and the statement
15.5.2 FEATURES OF THE INTERNATIONAL DEBIT CARD
i) ATM Facilities: Following facilities at Bank of Baroda ATMs pertaining to Card
Account shall be offered at the sole discretion of the Bank subject to change
from time to time, without prior notice
(a) Withdrawal of cash by the Cardholder from his card account upto a stipulated
number of occasions and limit during the cycle of 24 hours, as may be
prescribed, by the Bank from time to time.
(b) Enquiry about the balances in the card accounts
(c) Printing of Mini Statement of Account
(d) Change of PIN
ii) AT Bank of Baroda Cash Dispensers and ATMs of other banks which are
members of VISA/Plus network the following facilities shall be offered, which
are subject to change from time to time without any prior notice: -
(i) Withdrawal of cash by the Cardholder from his card account upto a stipulated
number of occasions and limit during the cycle of 24 hours, as may be
prescribed, by the Bank from time to time.
(ii) Enquiry about the balances in the card accounts
iii) PIN is a secret four-digit code number referred to as ATM-PIN, which is
assigned by the Bank to the Cardholder. The Cardholder will be required to
enter the PIN to avail ATM services using the card. Cardholder should ensure
that the PIN mailed by the Bank is received in a sealed envelope without any
iv) The Cardholder is advised to change the PIN immediately through the relevant
menu option in Bank ATM and he is also advised to keep the PIN changing at
the frequent intervals. If the Cardholder forgets the PIN, he shall apply to the
Bank for the regeneration of the PIN. The Bank shall send the new PIN directly
to Cardholder‘s registered address with the Bank. New PIN may be issued at
the sole discretion of the Bank, upon request in writing and payment of the
v) The Bank may from time to time, at its discretion, tie up with various agencies
to offer various features on Debit Cards. All these features would be on best
efforts basis only. The Bank does not guarantee or warranty the efficacy,
efficiency, and usefulness of any of the products or services offered by any
service providers/merchants/ outlets/agencies. Dispute, if any, would have to be
taken up with the merchant/agency, etc directly and solely i.e. without
involving the Bank in any manner.
15.5.3 ATM USAGE
i) The Card is accepted at Bank of Baroda‘s ATM network and at VISA/Visa Plus
ATMs in India and abroad.
ii) Cash Withdrawals and balance enquiry performed by the Cardholder at
VISA/Plus ATMs in India will be subject to a fee and will be debited to the
account at the time of such withdrawal and/or balance enquiry transactions.
Similar transactions performed by the Cardholder at VISA/Plus ATMs in
countries other than India will also be subject to fee, as per prevailing tariff of
charges. All transactions at non Bank of Baroda ATMs, whether executed or
failed, are subject to the charges as determined by the Bank from time to time.
iii) For all cash withdrawals, cheque/cash deposits (wherever provided) at Bank‘s
ATMs, any statements/receipts issued by the ATM at the time of deposit or
withdrawal shall be deemed conclusive, unless verified and intimated otherwise
by the Bank. Any such verification shall be final and conclusive and verified
amount will be binding on the Cardholder.
iv) The Bank will not be liable for any failure, due to technical problems or Force
Majeure Events, to provide any service or to perform any obligation there
under; nor for any delayed debits, if any, and the consequences thereof.
v) Bank will not be liable for any consequential or indirect loss or damage arising
from or related to loss/use of the Card and/or related PIN, howsoever caused.
vi)The availability of ATM services in a country other than India is governed by
the local regulations in force in the said country. The Bank will not be liable if
these services are withdrawn without notice thereof; nor for the delay or failure
of ATM services over there.
15.5.4 Merchant Establishment Usage
i) The Card is accepted at all electronic Point-of-Sale terminals at merchant
establishments in India and overseas which display the VISA Electron logo.
ii) The Card will be accepted only at Merchant Establishments that have any EDC
swipe terminals. Any usage of the Card other than electronic use will be
deemed unauthorized and the Cardholder will be solely responsible for such
transactions. Please note that PIN is not required for use of the Card at EDC
machines at Merchant Establishments.
iii) The Cardholder is required to sign the sales slip and retain a copy of the same
whenever the Card is used at merchant establishments. Bank will not furnish
copies of the sales slip. Any sales slip not personally signed by the Cardholder
but which can be proven, as being authorised by him, will be deemed to be his
iv)The Card is accepted at any of VISA Electron Card merchant outlets worldwide.
Bank will not accept any responsibility for any dealings the merchant may have
with the Cardholder, including but not limited to the supply of goods and
services so availed or offered. If Cardholder has any complaint relating to any
VISA Electron merchant establishment, he should resolve the matter with the
merchant establishment and failure to do so will not relieve him from any
obligation to the Bank.
v) Bank accepts no responsibility for any charges over and above the value/cost of
transactions levied by any merchant establishment and debited to Cardholder‘s
account along with the transaction amount.
vi) A purchase and a subsequent credit for cancellation of goods/services are two
separate transactions. The refund will only be credited into Cardholder‘s
Account (less cancellation charges) as and when it is received from the
merchant. Unlike debit transactions, credit transactions are not given effect
online, hence if the credit is not posted in the account within –30- days from the
day of refund, the Cardholder will notify the Bank, along with a copy of the
credit note from the merchant.
vii) In case of card linked to multiple accounts, transaction at merchant
establishments will be effected only on the primary account. In case there are
insufficient funds in the said account, the Bank will not honour the transactions
even if the necessary funds are available cumulatively or severally in the other
accounts linked to the Card.
viii) The Card is not to be used at Hotels during check-in for ―blocking the
amount‖ as done for credit cards and also at other merchant establishments
where advance payment is required even before completion of the purchase
transactions or services.
ix) The Card should not be used for any Mail order/Phone/Inter-net purchases and
any such usages will be considered unauthorized and the Cardholder shall be
x) The Card should not be utilized for payment of subscription to foreign
magazines/periodicals and any such usage will also be considered as
xi) The Cardholder agrees to use Card upto a stipulated number of occasions
and/or upto an amount limited for a cycle of 24 hours, as may be prescribed by
the Bank from time to time.
15.5.5 INTERNATIONAL USAGE
i) The Card is NOT VALID for foreign currency transactions in Nepal & Bhutan.
(i.e. in any currency that is not the local currency or the Indian Rupee).
ii) The Cardholder is required to use the Card strictly in accordance with the
Exchange Control Regulations of Reserve Bank of India. In the event of failure
to comply with the same, the Cardholder is liable for action under Foreign
Exchange Management Act 1999 and may be debarred from holding the Card
from the Bank either at the instance of the Bank or that of the RBI. The
Cardholder shall indemnify and hold Bank harmless from and against any/all
consequences arising from his not complying with Exchange Control
Regulations of RBI.
iii) The Bank shall be under no liability whatsoever and shall be deemed to be
indemnified in respect of a loss or damage arising directly or indirectly out of
the decline of a charge caused by the Cardholder having exceeded the foreign
exchange entitlements as prescribed by RBI as issued from time to time.
iv) The card may be used, within the foreign exchange entitlements, as stipulated
by RBI from time to time, by Cardholders going abroad for bonafide personal
expenses, provided the total exchange drawn during the trip abroad does not
exceed the entitlement. Import of goods, so purchased abroad, into India would
be governed by the baggage rules/ EXIM policy or any other rules in force. The
entitlement of exchange should be ascertained prior to the trip from the
authorised dealer branches of the Bank. The card cannot be used for effecting
remittances for which the release of exchange is not permissible under the
v) Non-resident Indians can hold the internationally valid debit card, provided all
dues arising out of its use in India/abroad are met out of an NRE account held
with the Bank.
vi) The Cardholder agrees that every transaction for withdrawal of foreign
currency will attract a service fee stipulated by the Bank. The service fee is
liable to be changed without notice.
vii) The exchange rate used for all foreign currency transactions will be decided by
the Bank/VISA and will be binding on the Cardholder.
i) Bank‘s Debit Card is currently offered free of charge to primary account holder
and to ONE joint account holder. However, Bank reserves the right to levy the
fees at a later date without prior notice. Such fees, if and so levied, will be
debited to Cardholder‘s primary account on the Cardholder‘s approval / renewal
at Bank‘s discretion. These fees are not refundable. Charges for other services
will be debited at prevailing rates.
ii) Transaction fees for cash withdrawals/balance enquiry wherever applicable, will
be debited to the account at the time of posting the Cash Withdrawal/balance
iii) All charges incurred in foreign currency will be debited in the account in Indian
iv) The charges for usage of the Debit Card may be revised/changed by the Bank
from time to time without prior intimation to the individual Cardholder.
15.5.7 Lost or Stolen Card
I) If the Card is lost or stolen, the Cardholder must report the loss to the Bank in
India immediately for hot listing the Card. Though the loss or theft may be
reported by means of the 24 hours Customer Service, at his own expenses, the
Cardholder must confirm the same in writing to the Bank as soon as possible .A
copy of the acknowledged police complaint must accompany the said written
ii) If the Cardholder loses his card overseas, he may either follow the above
procedure or may report the loss through the VISA Global Emergency
Assistance (VGEA) help lines. In case the Cardholder uses the VGEA services,
then the charges for the usage of such services shall be borne by the Cardholder.
iii) Cardholder is protected from any financial liability, after the loss/theft is
reported to the Bank, arising from any purchase transaction done on his card
from the time card holder reports the loss to the Bank & gets confirmation.
However, NO SUCH COVERAGE will be available on the CASH withdrawals
done through ATMs as such transactions are governed by PIN, which is
confidential to Cardholder only.
iv) The Cardholder agrees to indemnify the Bank fully against any liability (civil or
criminal), loss, cost, expenses or damages that may arise due to loss or misuse
of the Card in the event that it is lost and not reported to the Bank or lost and
misused before it is reported to the Bank.
v) The replacement card may be issued at the sole discretion of the Bank after the
receipt of written request and upon payment of requisite fees, provided the
Cardholder has, in all respects, complied with the terms and conditions.
vi) If the lost/stolen card is subsequently recovered, the Cardholder shall not use
the same but destroy the Card by cutting it into several pieces through the
15.5.8 DISCLOSURE OF INFORMATION
i) The Cardholder shall provide any information, records or certificates relating to
any matters that the Bank deems necessary, as and when requested by the Bank.
The Cardholder will also authorise the Bank to verify the veracity of the
information furnished by whatever means or from whichever source as may be
deemed necessary. If the Cardholder declines to provide the information or
provides incorrect information, the Bank at its sole discretion, may refuse
renewal of the Card or cancel the card forthwith.
ii) The Bank reserves the right to disclose, in strict confidence, to regulatory and
other authorities and institutes, such information concerning the Cardholder‘s
account as may be necessary or appropriate in connection with its participation
in any Electronic Fund Transfer Network.
iii) The Bank also reserves the right to disclose customer information to any court
of competent jurisdiction, quasi-judicial authorities, law enforcement agencies
and any other wing of Central or State Government.
iv) The Bank reserves the right (but shall not be obliged) to report to the RBI,
expenditure undertaken by its Cardholders, in foreign currencies to ensure that
the Basic Travel
i) The insurance benefit/s as and when provided on the card will be available to the
Cardholders as per the terms of the relevant insurance policy in force and only
so long as you are and remain a Cardholder of the Bank with your accounts
conduct being deemed satisfactory. In the event of Card and/or account facility
being terminated for whatsoever reason, the benefit of such insurance cover
shall automatically and ipso facto cease to be available from the date of
cessation of membership.
ii) The Zero Lost Card Liability insurance coverage is provided to Cardholders by
an insurance company, whose terms, conditions and decisions (for which Bank
is not liable) will apply. Please note that the insurance covers the liability of
misuse of loss/stolen card only after the date and time that cardholder reports
the loss/stolen event to the Bank and the same is acknowledged / confirmed by
iii) Bank does not hold any warranty and/or make representation about quality,
delivery of the cover, claim processing and settlement of the claim by the
insurance company, in any manner whatsoever.
iv)The insurance company may ask the Cardholder to submit additional documents
and/or information, as per the requirement of the claim.
v) Bank will not be liable for any delayed settlement of the claim.
15.5.10 Statements and Records
i) The records of Card Transactions will be available on the account statement
issued by the Bank and/or account passbook got updated by the customer. It
will be obligatory on the part of the customer to get his passbook updated from
the branch where he is maintaining Card account at least once in a month.
ii) The Bank‘s record of transactions processed by the use of the Card shall be
conclusive and binding for all purposes.
i) In case of purchase transactions, a sales slip with the signature of the Cardholder
together with the card number noted thereon should be conclusive evidence
between the Bank and the Cardholder as to the extent of the liability incurred by
the Cardholder. The Bank shall not be required to ensure that the Cardholder
has received the goods purchased/availed of the services to his satisfaction.
ii) The Bank shall make bonafide and reasonable efforts to resolve an aggrieved
Cardholder‘s disagreement with an applicable charge indicated in the account
statement/passbook or as otherwise determined by the customer within –45-
days of the receipt of notice of disagreement. If after such effort Bank
determines that the charge is correct, then it shall be deemed to be correct if not
advised otherwise by the Bank to the Cardholder.
iii)The Bank accepts no responsibility for the refusal of any establishment to honor
the Card whether due to technical reason or otherwise.
iv) This agreement will be construed in accordance with and governed by the laws
of India. All disputes are subject to the exclusive jurisdiction of the Courts of
Mumbai, India, irrespective of whether the application for issuance of card was
submitted to any branch of the Bank in India or whether any other Court may
have concurrent jurisdiction in the matter.
v) The Cardholder shall be liable for all the costs associated with the collection of
dues, and legal expenses.
i) The Cardholder will notify the Bank in writing of any change in his employment,
business and/or office or residential address and telephone numbers and email
ID where applicable.
ii) Any notice sent by the Bank by post will be deemed to have been received by
the Cardholder within –5- working days from the posting of the notice to the
address last given to Bank in writing by the Cardholder. Publication of changes
by such means as the Bank may consider appropriate will constitute effective
notice to the Cardholder thereof.
iii) The Bank reserves the right to add to, delete from or vary any of the terms and
conditions, policies, features and benefits upon notice, as described above, to
the Cardholder. Use of the Card after the date upon which any of these
alterations are to take effect will be taken to be evidence of the acceptance,
without reservation by the Cardholder of such changes.
iv) When Cardholder completes a transaction through an ATM, he can opt to
receive a printed transaction record. The amount of available funds is shown on
the ATM receipt when he uses his Card. The Cardholder is advised to obtain the
receipt and to retain with him the record of transaction generated by the ATM.
In case of demand /need the same shall be produced to the Bank for
v) The Bank reserves the right to launch the scheme for loyalty points for various
types of transactions and redeeming thereof. The scheme shall come into force
as per terms of notification as given by the Bank. The terms of the scheme shall
be in addition to and not in derogation to the terms and conditions of the card
vi) Super Savings bank &Premium Current Account customers will be able to
withdraw the amount or make purchases at POS (point of sale) only upto the
balance available in their Savings Account/Current Account and not upto the
balance available in savings and Fixed Deposit Components.
15.5.13 LIMITATION OF BANK‟S LIABILITY
i) The Bank shall not be liable to the Customer or to any third party, for any loss or
damage suffered due to the following reasons: -
a) Any action carried out by the Bank, based upon the instructions of the Customer
by exercising due diligence and reasonable care.
b) Any action carried out by the Bank in good faith, based upon the instructions of
c) Any unauthorized and illegal transactions occurring through the use of Bank
Account(s), which can be attributed to the fraudulent or negligent conduct of
d) Intrusion or hacking into the computer system/network or communication
network of the Bank.
e) Failure to carry out any instructions of the Customer due to insufficiency of
balance in the Customer‘s bank account(s).
f) Failure of the customer to access the Bank account due to any Force Majeure
Event or any Technical Problems or any other reason beyond the control of the
g) Failure of the customer to inform the Bank when the Customer‘s Bank account
is being illegally used by third parties for carrying out unauthorized and illegal
h) Failure of the Customer to keep confidential and secure, PIN or any passwords,
keywords or other identification marks given to the Customer for operating of
the Bank account and/or card.
i) Failure of the Customer to inform the Bank regarding any changes in the
Customer‘s Personal information or Account information.
j) Violation of any foreign Law
k) Breach of any of the other terms and conditions stated herein by the Customer.
l) Non debiting of the amount instantly on transaction through ATM
Under no circumstances shall the Bank be liable for any damages, whatsoever
whether such damages are direct, indirect, incidental, consequential and
irrespective of whether any claim is based on loss of revenue, investment,
production, goodwill, profit, interruption of business or any other loss of any
character of nature whatsoever and whether sustained by the Customer or any
other third party.
i) The Bank reserves the right to cancel/ withdraw the Card or any of the other
services offered at any time without assigning any reason.
ii) If the Cardholder decides to close his account with the Bank, the Card(s) issued
with this account, as the primary account would automatically stand cancelled.
The Cardholder(s) must immediately cease to use the Card and destroy and
return all his/additional Cardholder‘s cards that are linked to this account. In
case any outstanding Card transactions that have not yet been debited to the
account, the same will be netted out from the balance prior to the Bank
returning the funds to him. In case account is closed, due to any reason
whatsoever, prior to debit of any outstanding Card transactions, Cardholder(s)
are liable to refund the amount along with the interest and charges applicable
from time to time.
iii) The Bank shall be entitled to terminate the Card facility with immediate effect
without notice and the Card shall be returned upon the occurrence of any of the
following events: -
a) Failure to comply with the terms and conditions herein set forth.
b) In the event of default under an agreement or commitment entered into with the
c) The Cardholder becoming the subject of any bankruptcy, insolvency
proceedings or proceedings of the similar nature.
Demise of the Cardholder
e) Failure to maintain minimum required balance.
(iv) In the event of cardholder being desirous of terminating the use of
International Debit Card, he/she shall give the Bank not less than 15 days notice
in writing & surrender the card forthwith to the Bank. He/she shall be allowed
to close the designated account after expiry of the notice period & after the
balance /dues if any have been set off / settled.
3D Secure – Verified by VISA
Verified by Visa (VBV) is an easy to use, secured online payment service provided
to you by Bank of Baroda that lets you shop securely online with Bank of Baroda
Visa Debit Card.
If you have a Bank of Baroda VISA debit card with CVV2, you need to
authenticate yourself with your Debit Card Number, ATM, PIN, and Card Expiry
Date and then create your personal 3D Secure VBV password. Thereafter, you can
continue online shopping on the merchant website. It is mandatory for you to
register for the service as per RBI guidelines with effect from 1st, August 2009.
15.6 Advantage of ATM/ Debit Card
Advantages of Debit Cards are :
– Debit Cards are Issued and Renewed - Free for Life Time (at present
– Customers can withdraw Cash Anywhere - Anytime
– Maximum Rs15,000 per day & 4 times in a day
– Point of Sales Transactions for purchase of Goods and Services up to
Rs.25000/ per day
• Increase in number of txns of our ATMs will reduce the transaction cost of
• To increase the hit rate , ALL active SB / CA / SOD / ODBOD accounts
should be to provide Debit Cards & customer to be educated for safe use of
the debit / ATM cards.
15.7 REVISED FEE STRUCTURE FOR ATMs
For use of own ATMs forany purpose Free (with immediate effect)
For use of other bank ATMs for balance enquiries Free (with immediate effect)
For use of other bank ATMs for cash withdrawal No bank shall increase the
charges prevailing as on
Dec.23 2007 Banks which
are charging more than
Rs.20 per transaction shall
reduce the charges to a
maximum of Rs.20 per
transaction by 31-Mar-08*
Free - with effect from April
Providing relief to millions of users, the RBI has also said from April 1, 2009,
customers using the inter-bank ATMs (ATMs of other banks) for cash withdrawals
or balance enquiries will not be charged any fee. As of now, customers have to pay
Rs 50 as annual charges for using the ATM facility of their bank, while charges
ranging from Rs 20-Rs 50 per transaction are levied for the inter-bank ATM
transactions. Customers are also paying anything between Rs 10- Rs 20 for making
balance enquiries through inter bank ATMs.
15.8 ATM Operational Issue
• Upload the Debit Card request thru “HATMREQ” & Verified.
• Online View the Card Status, PIN Status & Card History on your CBS PC
thru URL http://192.168.1.128:8081/brm
Login user id -Branch Alpha & Password -asdf
(BCC:BR:101:247 dated 12.08.09)
• Resolve the complaints about non receipt of Debit Cards and PINs
SAFE KEEPING OF DEBIT CARDS & PIN MAILERS (BCC:BR:101:356
• The Debit Card and PIN mailer should be kept in lock and key in separate
custody of -2- different authorized officers.
• The cards and the PIN mailers should never be left on the working table
• Cards & PIN mailer should be delivered immediately to customer after
verification of identity and against signature in register.
• If Cards remain undelivered beyond 90 days; prepare a list and send to
BOBCARDS Ltd by e-mail for blocking.
• Not to destroy such undelivered and blocked cards.
• To destroy the PIN mailer after proper recording at the branch in presence
of two officials.
• Don‟t return the debit cards and PIN mailers to BOBCARDs.
• If a customer approaches to take his card, avoid obtaining fresh application,
scan such undelivered and blocked cards and send a e-mail to BOBCARD
requesting for de-blocking and recreation of PIN mailer.
• Report breakdown of ATM to Vendor, using Toll Free Number, maintain a
Register with names and phone numbers of all involved in ATM
• Register complaints through „online complaint portal‟.
• ATM should remain functional on 24x7x365 basis
16 MATERIAL CONSUMER SATISFACTION
Material customer satisfaction level has been examined on the basis of three
variables i.e. reasonability of the fee charged, frequency with which problems are
faced and the post purchase behavior of the customers.
16.1 Fee Charged
Fee charged by the banks is one of the variables taken for checking customer
satisfaction level. If customer feels that the fee charged by the bank is reasonable
then he is satisfied and vice-versa. Five degrees of reasonability have been taken
and they are coded as 5, 4, 3, 2, &1. There is direct relation between fee charged
and customer satisfaction.
16.2 Problems Faced
Second parameter for measuring MCS level is problems faced by the consumers
while using ATM of a particular bank. If consumers are facing problems more
frequently, customer satisfaction level will be less and vice-versa. There is indirect
relation between the problems faced and the customer satisfaction. Three degrees
namely often, rarely and never have been taken and they have rated as 3, 2, & 1
16.3 Post Purchase Behavior
Post purchase behavior has been analyzed through two statements. If they are
agreeing with these statements then their customer satisfaction level is rated to be
high. There are five degrees for each statement and they are rated as 5,4,3,2 & 1
accordingly. Post purchase behavior has direct relation with customer satisfaction
17 Overall Material Customer Satisfaction Level
After considering all the elements of customer satisfaction they are combined
together to find out the overall customer satisfaction level in materialistic terms.
The overall customer satisfaction level is the combination of three parameters i.e.
fee charged, frequency of the problems faced and the post purchase behavior.
18 Abstract Customer Satisfaction Level (ACS)
Abstract customer satisfaction level has been examined through the deep study of
the various parameters of customer satisfaction. Three parameters have been
chosen for this purpose i.e. factors affecting choice of ATM, the purpose for which
ATM is often used and the problems faced while using ATM.
18.1 Factors affecting choice of ATM
While choosing ATM of a particular bank customer takes care of some things.
They are known as factors affecting the choice of ATM.
18.2 The purpose for which ATM is most often used
ATM does not mean the plastic card and PIN (Personal Identification Number) but
the services for which you can use it are the most important part. These services
are cash/cheque deposit, fast cash withdrawal, view account balances & mini
statements and request a chequebook or account statement.
Among all the factors affecting example of others is one, which is the clear
indicator of the customer satisfaction. People will purchase ATM of a
particular bank on the basis of other‟s example if customers using it
previously are satisfied.
19 Introduction to Baroda Connect
―Baroda Connect ―, an Internet Banking Portal introduced for rendering effective
customer service on 24 x 7 basis.
Baroda Connect Portal is secured with 128 bit SSL (duly certified by VeriSign).
This will ensure that all your sensitive information will be encrypted and then only
travel on the public network. Thus it will be safe to use this portal.
―Baroda Connect‖ is an umbrella of e-Banking Products offered on e-Channels.
This product initially will contain Internet Banking only.
With this new channel, customer will be able to operate his Bank account(s) on 24
x 7 basis from any where, just at the click of his mouse.
19 (a) Fund Transfer Limit
Per day Unlimited in self Self a/cs 3rd Party a/cs
Weekly linked A/C‘s for 500000 50000
Monthly Retail Users 1000000 100000
Yearly BCC:BR:101:338 4000000 400000
Max. Trans. Per Dated 19.11.09 10000000 1000000
day 60000000 6000000
No restriction No restriction
19(b) Facilities from Baroda Connect
Baroda e Shoppe facilitates the Bank‘s customers to make payments for
goods and services purchased online through Baroda Connect with technical
support from M/S Avenues (India) Pvt Ltd.
Baroda easy Pay is an electronic bill presentation & payment service
launched with technical support of ―Bill Desk‖.
– Utility bill payment
– Payment of Insurance premium
– Subscription of MF
– Travel fare / donation etc
– At present available to customer of CBS branches of Mumbai
Book Rail Ticket on IRCTC through Baroda connect account
Temple donation for Guruvayoor Sri Krishna Temple- Kerala & Shirdi Sai
Baba Temple, Shirdi, Nathdwara Temple
19.1Baroda Connect Services offered
The following facilities are available for Baroda Connect.
• Transfers (Self Linked and Third Party Transfer)
• Activity History
19.2 Advantage of Baroda Connect
24 X 7 Online Any Time Anywhere Banking
Summarized view of all linked accounts
Saving of Time and energy
Transfer funds between self/linked and third party accounts
Alerts services SMS/email
19.3 Brief about Logging in
A Unique user ID and password to be collected by you from the branch. Sign
On/Login and Transaction Password is necessary for self/linked funds transfer,
third party transfer and offline requests. Thereafter you will be enabled/activated.
If the logging in problem persists, then kindly contact Relationship Manager (at
branch) or send a mail.
Please ensure that all the instructions regarding password and its security (given
vide 3.0) are properly adhered to.
19.4 How to use the Facility
On Logging in, the home page appears, which will have various menu‘s as given
In the Home Page itself, Accounts Summary is available. Accounts Summary will
give aggregate balances in respective Operative, Deposit, Loan Accounts which
will be currency wise also. Times Stamp will indicate the time and date as on
which, these balances have been fetched.
Further, you will get various alerts on this page such as Password Alerts.
19.5 BRIEF ABOUT PASSWORD
Customer‘s will receive Sign On/Transaction Password from the branch.
Customers will compulsorily be forced to change the password for the first
time. While changing the password and while subsequently using it, please
• It must contain minimum 8 Characters and Maximum 16 Characters.
• It must contain an alphabet ( A-Z or a-z ) and a number ( 0-9 ) and a
special character ( @,$,#,* etc), all the three.
• It should not contain all the letters used in user id.
• It is case sensitive i.e., if password is in small letters use the same. If
capital letters are used, it will not word.
• For safety, password will be blocked, if attempt to Sign On fails for
3times.( If password is blocked, you may approach the branch by
filling up the forgot password form available on the home page and
you will be enabled and user will be able to access Baroda Connect,
using the same password).
• While changing the password subsequently, user can‘t use any of the last 5
passwords. If not changed in 90 days, system will force to change the
password. However, we advise user to keep changing the passwords,
at a regular interval
19.5.1 SECURITY OF PASSWORD
Please note that your password(s) are of utmost importance in Internet Banking. It
is the only way to identify you, by the system. Therefore, its security is very
crucial and we advise you as under…
• Please do not write these passwords any where.
• If you feel someone knows any of your passwords ( i.e., it is
compromised), please change the password immediately.
• You should change the passwords at a regular interval ( you will be forced
to change the password by the system, if you do not do so after 90
• Do not share your user name and password(s) to anybody, including bank
staff. ( Bank does not require your user id or password at any point of
time. So if you receive any communications asking for this
information please do not send your id and password(s).
• Do not use name of your spouse, children etc., as a password, since they
are very easy to crack. Further, avoid using important dates ( wedding
anniversary, birthdays of yourself/spouse/children etc.,) as your password.
Relatives name or date of birth or address in your password.
• Phising is a technique used by the hacker to acquire sensitive information
• By using fake links appearing genuine.
• These sensitive information are used for fraudulent transactions.
• When any wrong debit through internet reported by customer, no assurance
should be given for restoration of the amount.
• No FIR by branch as fraud has taken place outside the branch.
• Customer a/c to be blocked immediately to prevent further fraud/s.
19.5.3 OTHER IMPORTANT SECURITY TIPS
Customer‘s do not leave the computer unattended while they are accessing Internet
Banking services. Always type full URL i.e., address of the Internet Banking Web
site- For Ex: https://intl.bobibanking.com/intl/botswana/botswana.htm or add this
website in your favorites. This will avoid the need for typing the URL every time,
you Sign On and subsequent risk of scouting. Please ensure that https is used while
logging in. ‗s‘ indicates that this is secured site. You will always see a seeing this
lock symbol, check if your website address is correct.
Every time you log in, you are shown the time when you logged in last. If
you feel that, you did not Sign On at the time shown, get alerted
immediately. Change your passwords, check all the transactions and ensure
that nothing untoward has taken place.
Please ensure that antivirus on your PC is updated and thereby risk of virus
attacks can be reduced. However, antivirus can not check for spy wares. So
avoid downloading un wanted softwares from the unreliable websites.
The recommended browsers are:
Internet Explorer Version 5.5 and above
Netscape Navigator Version 7.1 and above available in the Login Page of
Browser settings is https://intl.bobibanking.com
As and when you have finished using Internet Banking, do not forget to log
out completely. Further close the window completely, after you log out.
Avoid closing the window abruptly, on usage.
Know your software. Malicious software ( e.g., viruses, worms, Trojan
Horses and Spy Ware ) often masquerades as legitimate and even useful
software. Think carefully before installing or running new software,
especially anything unsolicited.
Clear the browser cache regularly and to clear your browser cache in case of
Go to ― Tools ―
Go to ―Internet Options ―
Click on ―Delete Files‖ at ―Temporary Internet Files‖
To clear your browser cache in case of Netscape Navigator…
Go to ―Netscape‖ or ―Edit‖
Go to ―Preferences‖
Select or double click on ―Advanced‖
Click on ―Clear Memory Cache‖ and ―Clear Disk Cache‖
All Internet Banking facilities are offered ―free of cost‖ except for Stop Payment
However, the Bank reserves the right to charge any of the services, which may be
offered in future without any prior notice.
19.7 Issue Impacting E-Banking Services
Potential liability and consumer violations
―The insider threat‖ if the website is not properly isolated
Avenue for spreading viruses and other malicious code
Reputational risk for service disruption and defacing
Safeguarding customer information
Authentication processes (e.g. ID theft)
Liability for unauthorized transactions
Losses from fraud
violations of laws or regulations (e.g. consumer privacy, etc.)
Reputational risk from failure to process third-party payments
Sectors 2009 Percentages 2008 Percentages
Financial 79% 83%
ISP 8% 7%
Retail 4% 4%
Insurance 2% 2%
Internet community 2% 2%
Telecom 2% <1%
Computer hardware 1% 1%
Government 1% 1%
Computer software <1% 1%
Transportation <1% 1%
19.7.1 E-Banking Risks
The types of e-banking risks include:
Transaction or operations risk
Liquidity, interest rate, price, and market risks
Compliance or legal risk
19.7.2 Operational/ Technological Risks
Technology Element Risks
1) Management processes Management oversight
Inadequate audit coverage
New products process
2) Architecture Poor development standards
Mis-configuration of hardware/software
3) Integrity Back officer mistake
Errors of judgment
4) Security Inadequate password administration
Breach of policy
Viruses, malware, phishing, etc
5) Availability Natural disaster
Failure to backup
19.7.3 Transcation or Operational Risks
May arises from:
Other unanticipated events
May be mitigated by:
Adapting effective polices, procedures, and controls
Sufficient capacity and redundancy
19.7.4 Credit Risks
Verifying the customer‟s identity
Monitoring and controlling the growth, pricing, underwriting standards, and
ongoing credit quality
Monitoring and oversight of third-parties
Monitoring out-of-area lending (e.g. concentration and volume)
Valuing collateral and perfecting liens
19.7.5 Market Risks
Dependence on brokered funds or other highly rated sensitive deposits
Impact of loans and deposit growth (e.g. on capital ratios)
Volatility of funds
19.7.6 Compliance & Legal Risks
Uncertainty over legal jurisdictions
Delivery of credit and deposit-related disclosures/notices as required by law
Establishment of legally binding electronic agreements
Solicitation, collection and reporting of government monitoring information
on applications and loans (e.g. AML requirements)
Delivery of privacy and opt-out notices
Record retention requirements
19.7.7 Strategic Risks
Risk management costs against the potential return on investment
MIS to track e-banking costs, usage and profitability
Generation of sufficient customer demand
Adequacy of technical, operational, compliance or marketing support
19.7.8 Reputation Risks
e.g. difficulty of use, poor help desk service, etc.
Failure to provide reliable service
Disclosure or theft of confidential customer information to unauthorized
parties (e.g. hackers)
Loss of trust due to unauthorized activity on customer accounts
Failure to deliver on marketing claims
20 10 Tips to SAFE ONLINE Banking
• Secrecy of confidential data, like user ID/Password.
• Avoid accessing Net banking from cyber cafes.
• Files download be done only from trusted sites.
• Ensure to log off after use, not just close the browser.
• Open only legitimate websites, e-mails,and attachments.
• Never disclose personal information like use ID or password in e-
• Last login and all transactions be checked regularly.
• Install latest Internet security suite, and keep it updated
• Never try to open the unknown e-mails.
• Ensure properly log off the system after use.
21 Phone Banking
This facility was launched 19th March, 2009.
Number of Users Registered as on 31st March, 2010 was – 2,42,770.
The Bank is experiencing per day average hits of about 450.
All Customers (SB,CA,CC,OD,FD, Loan) can get Telephone Personal
Identification Number (TPIN) free of cost.
Baroda Connect customers get Phone Banking facility without request.
Customers can dial Toll free number 1800-222-207, give Account Number
and TPIN and get information such as
– Account Balance Enquiry,
– Cheque Status,
– Request for Statement through FAX,
– Deposit Interest Rates,
– Forex rates,
– Location of Branches
The Product is to be marketed to ALL CUSTOMERS to reduce pressure
on Front Liners.
22 Baroda e Tax
• Under this facility customer can pay following type of taxes:
• Direct Taxes-
– Income tax, Gift tax, Wealth Tax, Estate duty
– Security transaction tax, FBT,BCTT
– Law Garden branch Ahmedabad is focal branch for direct tax for
across the country.
• Indirect taxes:
– Excise duty / Service tax
– Custom duty
• Pay Gujarat commercial Tax (VAT & CST)
• Pay Rajasthan commercial Tax (VAT & CST)
• Pay U P commercial Tax
23 Pay UP Commercial Tax
• Premium e channel product for UP Baroda connect customers
• Customer has to registered with Commercial Tax deptt. (CTD) UP and
obtain login id & password
• URL for UP commercial tax site is http://comtax.up.nic.in/
• New user can log in with TIN (trader identification no.) and 123 as password
& user will be prompted to change the pass word
• Next time user will log in with TIN & changed password.
• In CTD portal customer will input all required information & in banks,
select Bank of Baroda
• On making the payment thru CTD portal for UP taxes (VAT), user will be
redirected to Baroda connect portal.
• Customer will sign in to Baroda connect login password & will make the
payment with transaction password
• On successful payment, customer will get cyber receipt which he can print.
24 Baroda e Trading
• It is an on-line share trading facility offered under a tie-up arrangement with
M/s India Infoline Ltd. (IIL).
• Baroda e-Trading is 3-in-1 integrated account.
– One operative account with CBS branch
– One DEMAT account either with our Bank (CDSL/NSDL) .
– One Trading account with India Infoline Ltd
• We should opening of DEMAT accounts for our customers to increase the
fee based income
25 Baroda Rapid Fund2India
1. To provide easy and hassle-free money transfer service to Individuals NRIs
2. Corporates to remit the fund in India from UK, UAE and Oman (for remitting
salary payments to their employees).
3. Where the accounts of the beneficiaries of remittances are maintained with
other banks' branches in India, which are RTGS/NEFT-linked, the credits are
effected within 24 hours.