Transaction Fail

Transaction Fail | Complaint Escalation matrix Help Desk

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Transaction Fail

Transaction Fail | Complaint Escalation matrix Help Desk

Transaction Fail Complaint Escalation matrix / Help Desk


Where ever there are more than one email ID(s), the first is the first escalation and the 2nd / 3rd are the second level, third level escalation.

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S No Compliant / Category Escalate to
1 RINB

(Financial /Non- Financial)

CMS

[email protected]

2 IMPS

-financial Issues

[email protected]
3 IMPS

– if the transaction is through INB

[email protected]

[email protected] [email protected]

4 IMPS

– If the transaction is Freedom

[email protected] [email protected]
5 IMPS

– by Other Bank customers

Advise the customers to approach the other Bank

[email protected] [email protected]

6 State Bank Anywhere [email protected]

[email protected]

[email protected]

188

Digital India – Digital SBI

7 CINB

(Financial / Non- Financial)

[email protected] [email protected]
[email protected]
Phone numbers for Corporate Customers ONLY 022-27566067, 27579841
Phone numbers for Branches / ROs/ Modules

/ Circles /CAG /MCG

Branches only.

022-27579861
8 Mobile Banking (SBI Anywhere Personal / Corporate/Saral

/Freedom) – Financial Transactions

[email protected] [email protected] [email protected]

[email protected]

9 Mobile Banking (SBI Anywhere Personal / Corporate/Saral

/Freedom) –

[email protected] [email protected] [email protected]

[email protected]

– Non Financial Compliants & Technical MB support team- 022-27564131 CM (MB) 9967574540
10 Buddy

-Financial / Non- financial

[email protected], [email protected]

[email protected]

189

Digital India – Digital SBI

11 Buddy

– Suspicious / fraudulent transaction

[email protected]
12 BHIM SBI PAY [email protected] [email protected]
13 BHIM -NPCI App [email protected] [email protected]
14 Bharat QR — Customer’s complaints Should be considered as charge back compliant and same treatment should be given.
15 Bharat QR — Merchant’s complaints If the service provider is Worldline: Toll free no: 18602332332 ,

eMail :

[email protected] SMS : HELP to 56070

(merchant will receive call back from the call centre)

If the service provider is Hitachi : Toll free no: 18004250727,

eMail :

[email protected] SMS : POS to 56677

(merchant will receive call back from the call centre)

16 Mobicash related [email protected] [email protected]

190

Digital India – Digital SBI

17 ATM Related transactions [email protected] [email protected]

[email protected]

18 Point of Sales / Payment Gateway [email protected]
19 e-Pay [email protected]

Toll free No: 1800221401 (Monday to Friday-10.30 a.m to

6.30 p.m

Saturday- 10.30 a.m. To 2.30 p.m)

20 Frauds

ATM / POS / PG

[email protected] [email protected]
21 Card related

– Master Card POS /PG

[email protected] [email protected]
22 FSS (VISA)

– Visa Card related POS/PG

[email protected]

[email protected]

23 NFS

-Other Bank ATM related

[email protected]
24 State Bank ATM related [email protected] [email protected]
25 Rupay Card transacrtion

-POS/PG

[email protected] [email protected]
26 Online transactions- [email protected]

191

Digital India – Digital SBI

-SBI Payment Gateway- Debit Card (other than IRCTC) [email protected]
27 Online transactions-

-SBI Payment Gateway- Debit Card IRCTC

[email protected] [email protected]
28 SBI debit card transactions at POS [email protected]
29 Cash back related complaints [email protected]
30 Prepaid Card complaints [email protected]

[email protected]

31 SBI Credit Card complaints [email protected]
SMS Alerts
32 Non receipt of SMS Alerts (ATM) [email protected]
33 Non receipt of OTP ( online debit card transactions) [email protected]
34 Non receipt of SMS alerts – INB transactions [email protected]
35 Non receipt of SMS alerts- CBS transactions Service Desk
Employee Help Desk
36 BHIM-Aadhar-SBI employee help desk [email protected] 022-22189128
37 Bharat QR employee help desk [email protected] 022-22180366

192

Digital India – Digital SBI

38 POS

employee help desk

[email protected] 022-22185566
39 In case of frauds in Electronic Banking Transactions Advise the customers to notify on the mobile numbers :
1800 11 1109 or 1800 11 2211

immediately and for text messages 9223008333

Dedicated email address for reporting such transaction : [email protected] in
Frauds in RINB- SOP eCir No: S.No.: 355/2018 – 19, Circular No.: R&DB /DB&NB/DP- INB/11/2018 – 19 , Date: Sat 30 Jun 2018

Frauds in Anywhere Per – SOP eCir No: S.No.: 330/2018 – 19,

Circular No.: R&DB/DB&NB/DP- MI/10/2018 – 19 ,Date: Wed 27

Jun 2018

40 LOS – SME [email protected]

[email protected] 022-27576975

41 LOS- AGRI [email protected] [email protected] [email protected]

[email protected] 022-27576964

193

Digital India – Digital SBI
42 LOS PB Support team- [email protected] [email protected] [email protected] [email protected] [email protected] Help desk: 022-27560764 / 27576826

022-27577391 / 27580378

Note: Where ever there are more than one email ID(s), the first is th first escalation and the 2nd / 3rd are the second level, third level escalation.

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