Customer Support & Services

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).