An Automated Teller Machine (ATM) is a computerised machine that provides the customers of banks the facility of accessing their accounts for dispensing cash and to carry out other financial transactions without the need of actually visiting a bank branch.

The ATM Cards / Debit Cards / Credit Cards / Prepaid Cards (that permit cash withdrawal) can be used at ATMs for various transactions.

Please note, only Visa / Diners or Discover Cards can be used at Deutsche Bank ATMs.

In addition to cash dispensing ATMs may have many services / facilities such as:

• Account information
• Regular bills payment
• Purchase of Re-load Vouchers for Mobiles
• Mini / Short Statement
• Loan account enquiry etc.

The services offered may vary from bank to bank, or may depend on the capacity of the machine to provide such services.

For transacting at an ATM, the customer insert (swipe) their card in the ATM and enter their Personal Identification Number (PIN).

Yes. The cards issued by banks in India should be enabled for use at any bank ATM within India.

PIN is the numeric password for use at the ATM. The PIN is separately mailed / handed over to the customer by the bank while issuing the card. This PIN has to be reset to a new PIN by the customer. Most banks force the customers to change the PIN on the first use.

The PIN number should not be written on the card or stored in wallet / purse etc. as in such cases the card can be misused if card is lost / stolen.

The customer should contact the card issuing bank branch and apply for retrieval / issuance of a new card. This procedure is applicable even if the card is sucked in at another bank's ATM.

The customer should contact the card issuing bank immediately on noticing the loss, so as to enable the bank to block such cards.

Yes, banks set limit for cash withdrawal by customers. The cash withdrawal limit for use at the ATM of the issuing bank is set by the bank during the issuance of the card.

For cash withdrawals at other bank ATMs, banks have decided to maintain a limit of Rs. 10,000 per transaction.

No charges are payable for using other banks’ ATM as RBI has made it free under its “Free ATM Access Policy”. But banks can restrict the number of such free transactions to a maximum of five per month. Effective July 1, 2011, the number of free transactions permitted per month at other bank ATMs to Savings Bank account holders shall be inclusive of all types of transactions, financial or non-financial. For transactions beyond this minimum number of transaction, banks charge maximum of Rs. 20 per transaction.

The customer should lodge a complaint with the card issuing bank. This process is applicable even if the transaction was carried out at another bank's ATM.

As per the RBI instructions, banks will re-credit such wrongly debited amounts within a maximum period of 7 working days.

Yes. Effective from July 1, 2011, banks shall have to pay customers Rs. 100 per day for delays beyond 7 working days. This shall have to be credited to the account of the customer without any claim being made by the customer.

For all such complaints customer may lodge a complaint with the local Banking Ombudsman if the bank does not respond.