Customer Support & Services

Reactivation of Inoperative Bank Account

Has your  Nilambur Co-operative Urban Bank  account been inactive for over 2 years? No worries—reactivating it is simple, free of charges, and follows the latest RBI guidelines for your convenience.

Step-by-Step Reactivation Process

Submit a Request: Visit any of our Home Branch and submit your application form with your details.

Update KYC: Share Officially Valid Documents (OVD) like Aadhaar, PAN, passport, address proof, and a recent photo.

Verification: Our team verifies your identity and documents (originals for check). For joint accounts, all holders may need to sign.

Perform a Transaction: Make a small deposit or withdrawal to fully activate—interest continues even during dormancy.

Account Active: Full services restored typically in 1-2 working days.

Key Facts

No Charges: RBI prohibits fees for reactivation or minimum balance during inactivity.

Prevent Future Inactivity: Regular transactions and updated KYC keep it operative.

?If over 10 years inactive, balances may be in RBI's Depositor Education Fund— we'll guide recovery. Visit a branch or call our helpline today!

Download  Application for Account Reactivation

RBI Integrated Ombudsman Scheme

To use the Reserve Bank - Integrated Ombudsman Scheme (RB-IOS), a customer must follow a specific escalation process. You cannot approach the Ombudsman directly without first trying to resolve the issue with your financial service provider.

Step 1: File a Formal Complaint with your Bank

• Before involving the RBI, you must submit a written complaint to your bank
• You can do this through the branch, customer care email, or the bank's official grievance portal.
• Crucial: Keep a copy of this complaint and any acknowledgement receipt as proof.

Step 2: Wait for the Mandatory 30-Day Period

• The bank has 30 days to resolve your grievance.
• You can only escalate to the RBI Ombudsman if:
  • The bank rejects your complaint.
  • You are not satisfied with their response.
  • You receive no response at all within 30 days.

Step 3: Prepare Your Documents

Before filing, ensure you have the following ready in digital format (PDF or JPEG):

• A copy of the original complaint sent to the bank.
• The bank's reply, if any.
• Supporting evidence (e.g., transaction receipts, screenshots, bank statements).
• Personal details: Name, age, gender, and contact information.

Step 4: Lodge the Complaint with the RBI

You can file your complaint through any of these three channels:

1. Online (Recommended): Visit the RBI CMS Portal and click on "File a Complaint". Follow the on-screen prompts to enter bank details, transaction info, and upload documents.
2. Email: Send your complaint with full details to crpc@rbi.org.in.
3. Physical Post: Mail a signed, physical complaint form to the Centralised Receipt and Processing Centre (CRPC), Reserve Bank of India, 4th Floor, Sector 17, Chandigarh - 160017.

Step 5: Track and Await Resolution

• After submission, you will receive a Complaint Reference Number.
• Use this number on the CMS Portal's "Track a Complaint" tab to check the status in real-time.
• The Ombudsman may facilitate a settlement through mediation or pass a formal Award (decision) if no agreement is reached.

Note on Timelines: You must file your complaint with the Ombudsman within one year of receiving a reply from the bank, or within one year and 30 days if no reply was received

RBI Integrated Ombudsman Scheme

File a Complaint RBI Integrated Ombudsman Scheme

DICGC - Deposit Insurance and Credit Guarantee Corporation

At the Nilambur Co-operative Urban Bnak, we want you to understand exactly how DICGC protects your deposits in different account types, like joint accounts or proprietorship setups. This ensures you maximize your coverage up to Rs.5,00,000 per depositor per bank.

Coverage for Joint Accounts

Joint accounts are insured separately based on name order and combinations.

If multiple joint accounts have names in the same order (e.g., A & B, A & B), balances aggregate for Rs.5 lakh total cover.

Different orders (e.g., A & B vs. B & A) or different groups (e.g., A & B vs. A & C) get separate Rs.5 lakh cover each.

Each co-owner can claim up to Rs.5 lakh from their share, plus individual accounts add more protection.

Proprietorship Accounts

Proprietorship deposits (e.g., "ABC & Co." where you're sole proprietor) aggregate with your personal individual accounts for a combined Rs.5 lakh limit.

They are treated as the same capacity/right as your personal holdings.

Other Common Capacities

Guardian for minor: Separate Rs.5 lakh cover from personal accounts.

?Director/partner/trustee: Also separate, as different capacities.

All branches of our bank count together per capacity.

Maximize Your Protection

Combine individual, joint (varying orders), and other capacities to get up to ?5 lakh per type—e.g., a couple could cover Rs.15 lakh total in one bank. Keep KYC updated for quick claims within 90 days if needed.

Report Online Financial Fraud

1930 is the national helpline number in India for reporting cyber financial frauds.

It is managed under the Indian Cyber Crime Coordination Centre (I4C), which functions under the Ministry of Home Affairs.

 When should you dial 1930?

You should call immediately if:

• Money has been debited due to IMPS fraud

• Unauthorized ATM / Debit / Credit card transactions

• Internet banking fraud

• Fraud through QR code scanning

• Any other online financial scam

 Why immediate action is important?

The faster you report (preferably within minutes), the higher the chance of:

• Blocking the transaction

• Freezing the fraudster’s account

• Recovering your money

Online Complaint

You can also file a complaint at:
National Cyber Crime Reporting Portal
(https://cybercrime.gov.in)

Customer Rights, Privileges and responsibilities

Risks, Responsibilities and Liabilities of Customers Transacting Through Mobile Banking and Debit Cards

The use of Mobile Banking services and Debit Cards offers convenience and accessibility. However, customers are advised to understand the inherent risks and their responsibilities while undertaking such transactions.

1. Risks Associated with Mobile Banking and Debit Card Transactions

a) Technology & System Risks

• Failure, delay, or disruption of mobile networks, internet connectivity, or banking systems.
• Downtime due to maintenance, upgrades, or unforeseen technical issues.
• Risk of incorrect transactions due to network interruptions.

b) Cyber Security Risks

• Phishing, vishing, smishing, malware, spyware, and other cyber-attacks.
• Unauthorized access due to compromised login credentials, MPIN, OTP, CVV, or card details.
• Fraudulent transactions arising from sharing confidential information.

c) Device & SIM Related Risks

• Loss or theft of mobile device or debit card.
• SIM swap fraud or unauthorized SIM replacement.
• Use of unsecured public Wi-Fi networks.

d) Third-Party Risks

• Transactions conducted through third-party apps, merchants, or payment gateways.
• Fraud arising from fake websites, QR codes, or malicious links.

2. Customer Responsibilities

Customers shall:

1. Keep their Mobile Banking User ID, passwords, MPIN, OTP, CVV, PIN, and Debit Card details strictly confidential.
2. Not share sensitive information with anyone, including persons claiming to represent the Bank.
3. Immediately inform the Bank upon:
• Loss or theft of mobile device or debit card.
• Unauthorized or suspicious transactions.
• Change/loss of SIM card.
4. Register updated mobile number and email ID with the Bank.
5. Regularly monitor account statements and transaction alerts.
6. Install banking applications only from official app stores.
7. Avoid accessing banking services through public or unsecured Wi-Fi networks.
8. Ensure secure disposal of cards and confidential documents.
9. Comply with all applicable banking guidelines and terms & conditions.

Failure to adhere to these responsibilities may increase the risk of unauthorized transactions.

3. Customer Liability

Customer liability shall be determined in accordance with applicable regulatory guidelines issued by the Reserve Bank of India (RBI) from time to time.

A. Zero Liability of Customer

Customer shall have zero liability if:

• Unauthorized transaction occurs due to contributory fraud/negligence/deficiency on the part of the Bank.
• Third-party breach occurs and the customer notifies the Bank within the prescribed time (currently within 3 working days of receiving communication).

B. Limited Liability of Customer

Customer liability may be limited as per RBI guidelines if:

• Delay in reporting unauthorized transaction is between 4 to 7 working days.

C. Full Liability of Customer

Customer shall bear full liability if:

• Loss arises due to negligence by the customer (e.g., sharing credentials, writing PIN on card, responding to phishing calls).
• Reporting is delayed beyond the period prescribed by RBI.
• Transactions are authenticated using valid credentials before reporting.

4. Reporting of Unauthorized Transactions

Customers must immediately report unauthorized transactions through:

• Customer Care / Call Centre [ 1800 425 1043 ]
• email to helpdesk@nilamburcub.bank.in or respective Branch email
• e-Ticket in Bank Website
• Branch visit

(For cyber financial fraud, customers may also report immediately by dialing 1930, the national cybercrime helpline.)

Prompt reporting significantly enhances the possibility of recovery.

5. Compensation

As per RBI Circular (DPSS.CO.PD.No.629/02.01.014/2019-20), customers shall be compensated at Rs. 100 per day for delays beyond the prescribed TAT for failed electronic transactions (ATM/UPI/IMPS/NEFT etc.) where reversal is not effected on time.

6. Disclaimer

The Bank shall not be responsible for:

• Loss arising out of customer negligence.
• Transactions carried out using valid credentials before receipt of intimation.
• Service interruptions beyond reasonable control (force majeure events).

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