SBI must provide SMS from SMS log details sent for OTP verification

 Grievance Status for registration number : DEABD/E/2024/0045104

Grievance Concerns To

Name Of Complainant

Yogi M. P. Singh

Date of Receipt


Received By Ministry/Department

Financial Services (Banking Division)

Grievance Description

Financial Services (Banking Division) >> Deficiency in Customer Service Related >> Others

Bank : Reserve Bank of India

Branch / Name of Bank and Branch : State Bank of India

Account Number : 34645721675

Most respected Sir following two messages were sent by State Bank of India on the email of the applicant to claim the disposal of the submitted grievance submitted by the applicant on the public grievance portal concerning the transaction without one time password verification.

Dear Sir/Madam,

Thank You for Banking with us. Customer Care Case: 437649851 for UNAUTHORISED TRANSACTION - PG UNAUTHORISED TRANSACTION - TRANSACTION NOT DONE BY THE CUSTOMER/DEBIT CARD HOLDER has been Resolved. In Case of any further queries please contact our Customer Care Team or visit your nearest Branch.

Dear Sir,

With reference to the above captioned subject, we have to state that please find the SMS detail log(attached) when money was deducted from your bank account with verification of the one-time password.

Most respected sir this sms log detail has been attached by the applicant to this grievance.

According to this SMS log detail, there were 2 transactions concerning my bank account number- 34645721675 on 27-04-2024.

1-Time of first transaction-08:54:16 , transaction number-081987, debit card-xxxx4414, Rs.750.94 was deducted from my account.

2-Time of second transaction-18:27:07 , Rs.2.00 was credited to my account by google.

It is most unfortunate that concerned staff of the state bank of India did not provide the sms details of one time password verification which is the matter of concern of the raised grievance by the applicant.

Here the matter concerns a transaction without OTP verification which is yet to be resolved.

Please provide the details of the beneficiary account through this fraudulent transaction as well as adopt a cogent approach in redressing the grievance of the applicant instead of submitting arbitrary and inconsistent report on the public grievance portal of the government of India.

Please provide explanation, how can a staff of the state bank of India may consider the grievance redressed by providing two transaction details? Put light on SMS concerning OTP.

Grievance Document

Current Status

Under process   

Date of Action


Officer Concerns To

Officer Name

Nodal Officer CEPD RBI (General Manager)

Organisation name

Reserve Bank of India

Contact Address

Consumer Education and Protection Dept., Amar Building, 1st Floor, Sir P.M. Road, Fort, Mumbai

Email Address

Contact Number



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