23.

ATM
Section

Page

Section Description

23.01
23.02

Operational Guidelines for Handling ATM Cards

412

Cash Replenishment

423

23.03.

ATM Accounting in Core Banking

424

155

23. ATM
23.01 Operational Guidelines for handling of ATM Card:
General
The extant instructions relating to eligibility criteria, verification of request and
authorization for issue of ATM Cards are equally applicable to Core Banking
environment. This section deals with the handling of ATM Cards at CBS Branch
under the following heads:
23.01.01 Mapping of Existing ATM Cards on Migration to CBS: (This is only for
those Branches which have migrated recently to CBS and still have Customers who
are unable to transact with the ATMs):

The existing Cards continue to be valid for use after migration to CBS.

All the existing ATM Cards, attached to Bankmaster Accounts are mapped to
the new CBS Account Numbers upon migration, by CDC / ASC. Branches are
normally not required to take any action in the matter.

For existing Cardholder, ATM ISSUE CODE has to be enabled, as without ATM
ISSUE CODE, Cardholder may only get Balance Enquiry. For enabling ATM
Access, following steps have to be followed at CBS Branches:

Menu: Deposit/CC/OD Accounts & Services Amend User Codes Screen \\SCR: 007495 Deposits: Amend User Codes is displayed.
o

Account Number: Enter the Account Number of the customer.

TRANSMIT. Screen \\SCR: 007440 Deposits: Maintain User Codes

appears.

ATM Access (Field 3): Change the value from 0 to 1 ATM ACCESS.

ADULT (Field 20): Ensure value is 0. It may be 1 for Cheque book

operated SB Accounts of Minors, who are now eligible for ATM Card.

TRANSMIT. O.K. message will be displayed

A screen-shot is given below:

156

In exceptional circumstances, some of the ATM Cards are not mapped to the
new CBS Accounts. In such cases, the Cardholder gets error code 70 and /
or 57 while operating the Card. In such cases, Branches should contact
Core Banking Project / ASC immediately for rectification.

23.01.02 Issue Of ATM Card in a New Account:

If a Customer is eligible for issuance of ATM Card and he / she has made a request
for the same in the Account Opening Form, ATM Request flag can be enabled while
creating the Account itself.
For enabling the ATM Request Flag, following details have to be selected / entered
in the ATM Card Related section of the Govt/ PPF/ Cr Card details Tab in the
Account creation screen - \\002000 Create Deposit Account:

ATM Request: Select Y: Yes from the drop-down.

Emboss Name: Enter that name of the Customer, as it should appear on the
ATM Card as per the Customers choice.

Card Type: Select the appropriate Card Type from the drop-down.

A screen-shot of the related screen is given below:

157

During Core Banking EOD, all the new accounts opened during the day, with
ATM Request as Yes are extracted and details sent to the Card Personalizing
Agency for further processing for issuance of ATM Card.

23.01.03 Issuance of ATM Card in an existing Account:

Upon receipt of request for issue of ATM Card from an existing Customer, who has
not been issued a ATM Card earlier or who make a request for another Card,
following steps should be followed:
STEP 1: Verification of Mode of Operations:
o Verification of Mode of Operations is essential to proceed with issue of ATM
Card as also to ensure that the Customer is eligible for issuance of Card.
o Menu Navigation: Deposit/ CC/ OD Accounts & Services Amend
Deposit/ CC/ OD Account.
Screen \\ SCR:007050 Deposits: Change
Details appears. Input the Account Number and select Option: B: Mode
of Operation.
o The return Screen \\ SCR:007051 PFM: Mode of Operation will display
various Modes of Operation with corresponding On/Off value for the
given Account. Value 1 indicates On while 0 indicates Off. On/Off
flag against one of the Descriptions against serial numbers 1, 4, 5, 6 & 8
should be 1, indicating the actual Mode of Operation of the Account.
Mode of Operation must be defined appropriately for the Account, to
proceed with the issuance of ATM Card. If Mode of Operation is not
defined, ATM Card Request will not be accepted by the System.
o A screen-shot of the Screen \\ SCR:007051 PFM: Mode of Operation is
given below:

158

STEP 2: ATM Card Issue Request: Normally a Customer is given only one
card of the same type, to which multiple accounts in any of the Core
Banking branches can be mapped. A validation is built to verify whether
Card has already been issued to a Customer.
o Menu: Customer Management ATM Card Issue Request. Screen
SCR:009583 ATM Issue prompt Screen is displayed. Enter the CIF
Number in the field Customer No. and select the appropriate Card
Type. On Transmit, a response screen SCR:009584 ATM Card Issue is
displayed, a screen-shot of which is as follows:

By default, CIF data will appear against many of the fields.

159

Ensure that the address is correct. If not, amend CIF address details through
Customer Management menu. CARE: If address is not complete and correct,
delivery of ATM Cards by GE Caps will not take place.
PIN code is mandatory.
Against Emboss Name, the default CIF name may be modified as required by
the customer. This emboss name will be printed on ATM Card.
Enter the Fathers Name.
In Primary Account No., click Search button. (Users will not be able to key
in the account number as it is a gray field). \\ SCR 060451 Account Details.
Web Page Dialog box open.
Select the appropriate account from Active Accounts tabbed screen by
clicking on the Account Number and then click on Return Account No. and
Close. The selected Account Number will be populated in the Primary
Account No. field. This will be the Primary Account ATM Transactions.
In addition to the Primary Account, if the customer requests for mapping his
additional accounts, a maximum of two secondary accounts can be attached.
This is optional. It is not necessary that secondary account numbers should be
attached for all customers.
Wherever applicable, repeat the process given in (v) & (vi) above for
attaching Secondary Accounts.
If more than two accounts are to be mapped, this may be taken up with ASC.
Input the applicable information for Year of SSC and Year of Marriage.
Select the Card Type. (For issue of International Cards, the extant
instructions should be meticulously followed). The following are options
available for Card Type:
o D Domestic
o I International
o V Vishesh
o K Kisan
o E Exporters
o F Photo (M MAHE / A ARMY / C IIM-L)
o G Power Gain
o P Power Pack
o J Sahaj
o O Gold Master Card
o Q Gold Visa Card
o L Gold Vishesh Master Card
o U Gold Vishesh Visa Card
o Y Yuva Card
o Z Scholar Card

Card Status may be New (request for the first time) or Replacement. The Card
Personalizing Agency will take up renewal of ATM Cards with the branches

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separately and so the users need not choose the option Renewal. The following
are options available for Card Status:
N
New
R
Renew
P
Replace
Special character ^ is not allowed in Name and address fields.
Transmit after all the details have been input. At EOD, a file will be generated at
CDC for all the branches and will be sent to the Card Personalizing Agency for
further processing. On transmission, ATM ISSUE CODE (as explained below for
existing Card holders) will be fixed automatically to allow access to the customers.
23.01.04 Issuance of ATM Card to Minors:
ATM-cum-Debit Cards can now be issued to all minors who are eligible to open and
operate cheque book facility Accounts (eCircular No. IT/GLOBALIT-ATM/27/2006
07 Friday, February 09,2007).
23.01.05 Issuance of ATM Card to NRI Customers:

Ensure that Temporary Address details of NRE Customer are captured in the
system, before sending ATM Card Request. When ATM card issue request is
made for a NRE customer, temporary address details of the customer are
sent in the Card Personalizing Agency extract. If the temporary address is
blank the following error will be displayed by the system. Error No.7317
NO TEMPORARY ADDRESS DETAILS FOUND FOR THE NRE CUSTOMER.

Same process, as applicable for issue of ATM-cum-Debit Card is to be used

for NRE Customers also.

23.01.06 Issuance of ATM Photo Card:

ATM Photo cards are issued to the following categories of Customers:
MAHE Card (exclusively for Manipal University students/ employees)
ARMY Card (exclusively for Army personnel)
IIM-L (exclusively for Indian Institute of Management, Lucknow)
o Menu: Customer Management ATM Card Issue Request. Screen
SCR:009583 ATM Issue prompt Screen is displayed. Enter the CIF
Number in the field Customer No. and select the appropriate Card
Type, viz. M: for MAHE, A: for ARMT & C: for IIM-L. On Transmit,
a response screen SCR:009584 ATM Card Issue is displayed.
o Select Card Type as F: Photo for photo cards. Also enter Roll No.
and select Institution Code for MAHE and IIM-L Cards. The scanned
photo of the customer has to be sent by the Branch to the Card
Personalizing Agency directly by following file naming conventions as
decided by ATM Switch Centre (ASC).
o
All other steps as applicable for issue of ATM-cum-Debit Card are to be
followed.

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o Note:
Vishesh Card is also a Photo Card; Card request has to be
made as in case of Domestic card. For capturing/ sending Photo/
Signature, branches have to follow instructions given by ASC.
23.01.07 Issuance of KISAN/ SBI Exporters Gold Card:

Kisan card can be given only for ACC / KCC Account Types (Product Type 6130
/ 6131) excluding PB/RD products and to individuals only.
SBI Exporters Gold card can be given only for EPC (CC) account types
(Product Types 6110 2001 / 6110 2101 / 6140 2001 / 6140 2101). In case,
applicant is non-individual, the concern will authorize a person to operate
the card on its behalf. The branch while making ATM Card Request will enter
the name of the authorized person in the Emboss name field, so that it
appears on the card.
The Card Type selected will be K: Kisan or E: Exporter, as applicable. All
other steps as applicable for issue of ATM-cum-Debit Card are to be
followed.

23.01.08 ATM PROTOTYPE

(Not Applicable)
23.01.09 Issuance of ATM Card - Power Gain/ Power Pack/ Sahaj:

Primary Account should be any of the following Product Types:

o Power Gain (Product Types: 6010 6101/ 6020 6101 / 6040 6101)
o Power Pack (Product Types: 6010 6102 / 6020 6102 / 6040 6102)
o Sahaj (Product Type: 5040 2401)
The Card Type should be G: Power Gain; P: Power Pack; C: Sahaj.
All other steps as applicable for issue of ATM-cum-Debit Card are to be
followed.

23.01.10 Visa Rupee Prepaid Cards (Ez Pay Card)

Our Bank has introduced Rupee Pre-paid Card with multiple variants with a view to
enable Customers to meet their financial transaction needs without maintaining
Accounts. Rupee Pre-paid Card maintenance services are provided by M/s
Yellamanchali Computer Services (YCS).

On receipt of the application from Customer, following accounting entries

will be passed by the Branch:
Debit Customer Account
Credit Rupee Pre-Paid Card Parking Account 99473BBBBBC
Credit Commission Account (issuance/ re-load charges)
(This entry is passed at the branch for the consolidated amount a
Reference number is generated)

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Data capture in YCS programme: Enter the details (SBI Ref. No., Card No.,
Ref. No. (RAN) etc) in the YCS software at the branch.

Reversal of Credit in 99473BBBBBC: Done by YCS (System generated entry).

Debit Rupee Pre-Paid Card Parking Account - 99473BBBBBC
Credit Rupee
99475044306.

Pre-Paid

Card

Central

Pool

Account

(DAU

Branch)-

Entry by YCS: Customer Card Balance/ Transaction details are maintained

at YCS. At the end of day, a list of transactions is sent to DAU. The following
entry is passed for the consolidated amount:
Debit Rupee Pre-Paid Card Central Pool Account (DAU Branch)
Credit Visa Mirror Account

Refund (Partial/ Full/ Cancellation): Ascertain the Card Balance through YCS
application and pass the following entry at the branch and thereafter key in
refund details through YCS application:
Debit Rupee Pre-Paid Card Refund Account - 99474BBBBC (For the available
balance)
Credit Cash/ Customer Account/ Draft/ BC (For the amount to be refunded)
Credit Commission (For the service charges)
(A Reference Number got generated)

Reversal of Debit in 99474BBBBBC by YCS: Following entries are passed:

Debit Rupee Pre-Paid Card Central Pool Account at DAU Branch
99475044306

Credit Branch Rupee Pre-paid Card Refund Account - 99474BBBBBC

Balance in Rupee Pre-Paid Card Parking Account and Rupee Pre-paid Card
Refund Account should be made zero on daily basis.

23.01.011 ATM Card Issue Duplicate/ Relacement of Card:

The need for issue of a duplicate/ replacement card will arise due to any of the
following reasons:

Loss of Card.

Track error

Mutilation / Damage to the Card.

In case of loss, the card should be Hot-listed first and then a request for issue of
replacement/duplicate card should be made. An application-cum-indemnity letter
has to be obtained from the cardholder before a duplicate / replacement card is
issued.

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In other cases, duplicate/ replacement card request is to be made only after the
cardholder surrenders the old card. The old card should be destroyed after
recording details in Lost ATM Cards Register".
For issue of duplicate/ replacement card, online request is to be sent to the
agency handling issue of cards.
Emboss name contains the first name and the last name separated by a
space by default. In case of replacement of card the information in the
following fields may be changed suitably:
o Emboss name
o Fathers name
o Year of SSC
o Year of Marriage
o Roll No.; Institution code, where applicable.
Select the Card Status as P: Replace.
All other steps as applicable for issue of ATM-cum-Debit Card are to be
followed.
Schedule of Charges:
Sr no
1
2
3
4
5

Activity
Duplicate / replacement cards
PIN regeneration
Annual Service Charges for Domestic Cards
Annual Service Charges for Intl Cards
Entry Fee for special series International Debit Cards
(CGM Circles are vested with powers to waive the fee)

Charges (Rs)
200/50/50/100/200/-

23.01.12 Surrender of ATM Card:

Whenever a Customer surrenders his/ her ATM Card the following procedure has to
be followed:
Change the ATM ISSUE CODE to 3 ATM CARD SURRENDERED from 1 ATM
ACCESS on surrender of the Card. Account details will be sent to ASC in
PBF file once the ATM ISSUE CODE is changed to 3 ATM CARD
SURRENDERED.
Use Menu: Deposit/CC/OD Accounts & Services Amend User Codes. In
the Screen \\SCR: 007495 Deposits: Amend User Codes change the ATM
Access (field 3) to 3 ATM CARD SURRENDERED and Transmit.
On successful completion of the aforementioned change, make an enquiry of
User Codes to ensure that the ATM ISSUE CODE has been changed to 3 ATM
CARD SURRENDERED successfully. Use Deposit/CC/OD Accounts & Services
Enquiries User Codes for the purpose.
23.01.13 Closure of Account where ATM Card is issued:
Whenever an account is closed and if ATM Card is issued, the system displays a
message: 'CARE! ATM CARD HOLDER. DESTROY CARD BEFORE CLOSURE'. The Branch
has to collect the card and destroy it. During EOD details of Closed Accounts (ATM
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card holder) will be extracted and sent to ASC. ATM ISSUE CODE will also be
changed to 2 ATM ACCT CLOSED by the system.
The system prevents changing of ATM Access code to 0. To take care of cases
where the branch has erroneously set the ATM Access code as 1 and have to make
it a non ATM account, a status '4' has been provided, in which case, the PBF extract
will be sent with status '09' to prevent withdrawals. A matrix of the ATM Access
Codes is given below:
Current status of
ATM access flag

Status to which it can be changed

1
2
3
4
YES
NO
NO
NO
BY SYSTEM
YES
YES
YES-with supervisory
NO
NO

0
1
2

NO
NO

NO

YES-with supervisory
override

NO

NO

NO

NO

NO

YES-with supervisory
override
YES

NO

NO

override

NO

8
NO
NO
NO
NO
NO

NO

On changing ATM flag to any invalid value the following error message will be displayed :
Error No.1099 ATM Flag Cannot be changed to this Value

23.01.14 Hot-Listing of Cards:

With effect from 18.09.06, Bank has introduced a single point procedure for hotlisting of ATM cards for all branches of SBI and Associate Banks, using an online
intranet option (FHM). Under this procedure, all branches/customers can request
hot-listing of cards by contacting the Banks Contact Centre at Bangalore using
the toll free number, 1800-11-2211 or landline number, 080-26599990. As a back
up arrangement, Bank officials can also hot list cards by sending an email using
sbimail, to the Contact Centre or take up with ASC through telephone/fax/email.
Important features of the facility are as follows:

Instant hot-listing facility by contacting the Contact Centre through

telephone is available 24*7*365 to all branches and customers.

As a special facility only for branches, the branch officials can request hotlisting through placing a request with all details, such as Card No; Account
No; Name etc on the SERVICE DESK (in addition to the Contact Centre).

The customer can hot list his card by providing either his account number
and branch code/name or the card number to the Contact Centre/ branches.
Customers will identify themselves to the Contact Centre in the usual
manner.

The phone calls to Contact Centre for hot-listing of cards can be made both
by the customers and Bank officials at branches/ ZOs/ LHOs. Branch
officials have to provide their PF index number or name, designation and

165

place of posting, to the Contact Centre, in addition to details of the

customer, such as, name, card number/ account number, branch
code/branch address and customers address. In the case of requests through
email, Bank officials have to provide the customers name, card number/
account number and branch code/ branch address to the Contact Centre.

When a customer/ Bank official contacts the Contact Centre, on successful

hot-listing of the card, they will be given a ticket number for tracking the
status in future. In case the Contact Centre encounters any problem in hotlisting the card, viz., connectivity failure, etc., they will advise the branch/
customer to contact them again after one or two hours. Meanwhile, Contact
Centre agents will pass on the information to ASC through email for
arranging the needful.

Emails to Contact Centre are to be sent using the official ids of branches
using sbimail only. The branches should check the return mail received from
the Contact Centre for confirmation of hot-listing.

In case, for any reason customers are unable to contact the Contact Centre
for hot-listing their cards they may approach any branch of State Bank Group
for arranging for hot-listing. Branches contacted by such customers would
get the card hot listed through one of the procedures described above.

In cases of hot-listing, branches will receive email acknowledgements (on

the branch email id, i.e. sbi0xxxx@sbi.co.in) from ASC daily. Branches must,
therefore, invariably check emails daily and in case they do not receive
email confirmation in respect of any hot-listing request, they should
immediately follow up with the Contact Centre and re-confirm that the card
has been hot listed.

In case branches/customers misplace the ticket number, they can still

enquire with the Contact Centre regarding hot-listing status by quoting card
number or account number with branch code/name.

Branches will enter details in a register under proper authentication in

respect of hot listed cards, by recording date, card number, account number,
customers name and ticket number received from the Contact Centre. This
data will be useful in case of Customer grievances.
Vishwa Yatra/other Pre paid cards are not covered by the above
procedure as they are handled by Payment Systems Group (PSG) at Global
IT Centre, Belapur.

23.01.15 De-Hotlisting Procedure:

Contact Centre does not handle de-hot-listing requests.
De-hot-listing or
activating a card which has been made hot/ inactive can be done only through ATM
Switch Centre and the Service Desk.
De-hot-listing is done only on the basis of requests put up in the Service Desk or
through letters/fax received from the branches. In case of letters/ faxes received
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the name and signature number of the concerned official should be incorporated
without which such requests will not be entertained. Request for de-hot-listing/
activation must be sent only to ASC (by placing a request on the SERVICE DESK).
At ATM Switch Centre these requests are authorized by either an Asst. General
Manager or one of the functionaries identified for this purpose.
23.02 Cash Replenishment in ATM:
23.02.01 Cash Replenishment - Summary of Actions to be Performed:
Procedure to be followed for replenishing cash in ATMs is as under. Compliance
with these steps will ensure that Cash Replenishment and Reconciliation aspects
are taken care of.

Entry in Cash Distribution Register, ATM ID wise by the Cash Department.

Entry in CBS Dr. Core ATM Transactions Account (98549BBBBBC) *

Cash to be taken to the ATM.

Supervisory Mode operation in ATM by Joint Custodians.

Loading of Physical Cash in ATM in respective bins.

ADMIN operation by using ADMIN Card and PIN

Entry in back up register and tallying with INC column in ADMIN slip.

Counter Balance (Supervisor) slip and ADMIN slip to be pasted and signed by
the ATM officer and Cash Officer.

(* where BBBBB is the five-digit branch code and C the Check digit)
For replenishing / loading cash in ATMs, the first step is to withdraw cash at the
host branch. Requisite vouchers have to be prepared and the following accounting
entries passed / actions taken:
Ensure that the Cash Drawer is open.
Menu: Branch Accounting (BGL) >> Debits >> Cash.
Screen \\SCR: 020060 G/L: Cash Disbursement
Account Number: enter 98549BBBBBC ATM CLEARING ACCOUNT - SUSP.
Amount: enter the amount withdrawn for Cash Replenishment in ATM.
Paid To 1: enter a suitable narration.
Narration: Input the reference number in the format A1T1ddmmyy, where, Ax
stands for the serial number of ATM attached to the branch i.e. if the cash is
replenished in the first ATM of the branch this would be A1.
Tx stands for the number of the replenishment for the day i.e. if the cash is
replenished for the first time that day this would be T1, where as if the cash is
replenished for the second time that day this would be T2.

167

ddmmyy stands for the date of replenishment. e.g. if the cash is replenished on
31st December 2009, this would be 311209.
To illustrate, the reference number for the Cash Replenishment entry for the
second cash replenishment in the ATM2 of a Branch during the 31 st December 2009
will be A2T2311209.
A screen-shot of the related transaction screen in CBS is given below:

(With the introduction of the concept of Currency Administration Cell (CAC) by

BPR for replenishment of cash in Off-Site ATMs, it is possible that one branch (the
CAC branch) may have more than 9 Offsite ATMs attached to it for cash
replenishment. Accordingly, after 9th ATM which will be A9, for 10 th, 11th,12th ATM
and so on, it will be identified by AA,AB,AC and so on.)
After posting of the above transaction, the cash is withdrawn from the branch for
replenishment in the ATM.
23.03 ATM Accounting in Core Banking:
Accounting of ATM transactions in Core Banking Environment has been made
simpler due to a centralized database. As against various accounts in Bankmaster
environment (4 accounts for each facility) all the transactions are routed through
one single account.
Normal ATM, MasterCard, VISA, Services, Sharing, and POS transactions are all
routed through an account called ATM CLEARING ACCOUNT SUSP bearing number
98549042926 at the ASC and 98549BBBBBC at the branch.
Two BGL accounts bearing numbers 98581BBBBBC and 98582BBBBBC are at
branches also opened for Exception Transactions.
BGL accounts have also been opened for recording transactions pertaining to
special products as under:

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Business to Business (B2B)

Card to Card (C2C)

Transfer of money through Mobile (Mcheck)

169

23.03.01 Accounting entries for ATM Transactions in Core Banking Environment:

A. CASH REPLENISHMENT:
Entries at Branch
Entries at ASC
Dr. ATM CLEARING ACCOUNT SUSP
(98549BBBBBC)
Cr. Branch Cash Balance Account
B. CUSTOMER WITHDRAWALS:
Dr. Customer Account
Cr. ATM CLEARING ACCOUNT SUSP
(98549BBBBBC)
For
Non-Home
Bank Dr. Customer Account
Transactions:
Cr. ATM CLEARING ACCOUNT - SUSP
(98549042926)
Other Bank transactions will be trickle fed into this account on the next day
In CBS Environment, entries pertaining to all type of transactions are routed through
the ATM CLEARING ACCOUNT - SUSP ATM CLEARING ACCOUNT - SUSP
only.
23.03.02 Reconciliation Reports:
ATM transactions under CBS environment are recorded at CDC (Branch) and at ASC,
parallel to each other. Transaction recorded at ASC is considered as final for any
ATM and Branch for that day.
In other words, transactions recorded at a CBS Branch and ASC should be equal. To
ensure that all the transactions are accounted for both at the Branch and ASC,
files from CBS and ASC are compared on the next day. ASC figures are treated as
base figures for comparison. Exception reports, namely Switch Outstanding Report
(SWOS), Branch Outstanding Report (BROS), Cash Admin Report and Suspect
Transaction Report, are generated and placed in the following directory on Branch
Server:
FTP / CDC / ATM-RECONFILES-FROM-SWITCH
Branches are required to refer to the reports daily for reconciliation of all disputes
in respect ATM Transactions. It may be reiterated that the following Accounts and
Reports in CBS are common for all types of Transactions, viz. Debit Card
Transactions, Master Card Transactions, VISA Transactions, Shared Net Work
Transactions, Services Transactions, etc.
BGL Accounts in CBS
98549BBBBBC
98581BBBBBC
98582BBBBBC

Reports in CBS
Switch Outstanding Report (SWOS),
Branch Outstanding Report (BROS),
Cash Admin Report, and
Suspect Transaction Report

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23.03.02.01 Switch Outstanding Report (SWOS):

(bbbbb_ddmmyyyy_SWOS_ATMRECON.txt)
Transactions Posted at Switch but Not Posted at Branch: This report lists out the
transactions, which are successful as per ASC database but not posted in the
Customer Accounts at Branch. Following entries should be passed to rectify such
transactions:
Dr. Customer's Account
Cr. ATM CLEARING ACCOUNT - SUSP (98549 BBBBBC)
A sample of the report is given in Annexure- CB II
23.03.02.02 Branch Outstanding Report (BROS):
(bbbbb_ddmmyyyy_BROS_ATMRECON.txt)
Transactions Posted at Branch but Not Posted at Switch: This report lists out the
transactions, which are successfully posted at the Branch but do not appear in ASC
database. Following entries should be passed to rectify such transactions:
Dr. ATM CLEARING ACCOUNT SUSP (98549 BBBBBC)
Cr. Customer Account
A sample of the report is given in Annexure- CB III
23.03.02.03 Cash Admin Report:
(bbbbb_ddmmyyyy_admin_txn.txt)
This report compares the Cash Replenishment entries made by the Branch in Core
Banking as well as through the Admin Function. ASC receives the Cash
Replenishment signal through the Admin Function. On the other hand, Cash
Replenishment Transaction in the Core Banking is received from CDC. As such, the
report lists out all the entries as received by ASC and as reported by CDC.
Branches should verify this report daily and reconcile the mismatch, if any.
A sample of the report is given in Annexure- CB IV
23.03.02.04 Suspected Transaction Report:
(bbbbb_dd.mmm e.g.04234_07.dec for 7th December 2004)
This report contains all suspected transactions of the day. These transactions may
or may not be successful but are listed to facilitate reconciliation of the Cash
Shortage or Cash Excess in ATM.
A sample of the report is given in Annexure- CB V
23.03.03 Reconciliation of Entries in BGL Accounts 98581 & 98582:
In order handle customer disputes efficiently, two BGL Accounts, have been
introduced in CBS from 26th December 2005. These accounts are akin to SWOS &
BROS Reports, respectively. However, SWOS and BROS reports have not been
dispensed with and some of the entries are still reflected in these reports.
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Branches are required to reconcile the BGL Accounts 98581BBBBBC and

98582BBBBBC as well as SWOS/ BROS reports. Branches must ensure that the
SWOS/ BROS Reports and both the BGL Accounts are reconciled on daily basis.
Following entries have to be posted to reconcile BGL Accounts - 98581 & 98582:
BGL Account - 98581BBBBBC
Cash Disbursed - Customer Account Not
Debited (Originating Debit System
generated Reference No.)
When system is not able to post debits
in the Host (Customers Account) and
Cash is disbursed, the debit transaction
is posted to this Account.
Dr. Customer Account
Cr. BGL Account 98581BBBBBC

BGL Account 98582BBBBBC

Customer Account Debited - Cash not
Disbursed (Originating Credit System
generated Reference No.)
Cash is not Disbursed but Account is
Debited and the system is not able to
post Reversal Credit.

If Customers account already Debited:

If Customer already received Cash

Dr. ATM CLEARING ACCOUNT SUSP

(98549 BBBBBC BBBBBC BBBBBC)
Cr. BGL Account 98581BBBBBC

Dr. BGL Account 98582BBBBBC

Cr. ATM CLEARING ACCOUNT - SUSP
98549BBBBBC

Dr. BGL Account 98582BBBBBC

Cr. Customer Account

23.03.04 Dealing with Customer Disputes:

Disputes Redressal Mechanism has been explained in the relevant chapter in the
ATM Manual. However, a few tips to investigate the disputed transaction are
reiterated below in the context of the current topic for the facility of Branches:
Complaints relating to Non Receipt of Cash but Account Debited:
o

Verify the BGL Account No. 98582BBBBBC. If entry is found in this Account,
reverse the entry in Customers Account by debit to this account. If entry
is not found in this Account, then

Verify the BROS Report. If entry is found in the Report, reverse the entry in
Customers Account by debit to BGL Account No. 98549BBBBBC. If entry is
not found in this Report also, then

Verify SWOS Report for Credit entry, if any. If such entry is found then
reverse the entry in Customers Account by debit to BGL Account No.
98549BBBBBC.

When Customers Account is debited twice but Cash not dispensed, the
process for resolution will be the same as described above.

Where Cash Dispensed but Customers Account not Debited A recovery has
to be made from the Customer:
o

Verify the BGL Account No. 98581BBBBBC. If entry is found in this Account,
reverse the entry in BGL Account by debit to Customers Account. If entry
is not found in this Account, then
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Verify the SWOS Report. If entry is found in the Report, reverse the entry
in BGL Account No. 98549BBBBBC by debit to Customers Account. If entry
is not found in this Report also, then

If Customers Account is already debited with the same RR No, Branch has
to ignore SWOS report and make suitable remark against such entry. In this
case, the entry in BGL Account 98581BBBBBC has to be reversed by credit
to BGL Account No. 98549BBBBBC.

Please be guided by e-Circulars 221 and 447 of 2006-07, while dealing with
Customer Complaints. This is available on ATM Web at http://10.0.29.222/ - a
link is also provided in SBTimes (http://10.0.2.150) under Useful Links ATM
Web). Please also be guided by the recent RBI guidelines of resolving Customer
Complaints regarding wrongful debits within 12 working days of the receipt of
Complaint. There is compensation of Rs 100/- per day for delay beyond 12 days to
be afforded to the customer.
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