IN THE DELHI STATE CONSUMER DISPUTES REDRESSAL COMMISSION Date of Institution: 17.07.2017 Date of Hearing: 04.10.2024 Date of Decision: 13.01.2025 COMPLAINT CASE NO.-1190/2017 IN THE MATTER OF USHA MANUJA R/O E-127, DDA FLATS NARAINA VIHAR, NEW DELHI-110028 (Through: Mr. Vaidant Chadha & Mr. Ujas Kumar, Advocate)

…Complainant VERSUS STATE BANK OF INDIA (EARLIER STATE BANK OF BIKANER AND JAIPUR)

SBI, FIRST FLOOR, 30, REGAL BUILDING, PARLIAMENT STREET NEW DELHI – 110001.

(Through: Mr. Karan Kumar, Advocate)

…Opposite Party CORAM:

HON’BLE JUSTICE SANGITA DHINGRA SEHGAL (PRESIDENT)

HON’BLE MS. PINKI, MEMBER (JUDICIAL)

Present: Mr. Ujas Kumar, counsel for the Complainant Mr. Karan Kumar, counsel for the OP PER : HON’BLE JUSTICE SANGITA DHINGRA SEHGAL, PRESIDENT JUDGMENT

1. The present complaint has been filed by the Complainant before this Commission alleging deficiency of service by the Opposite Party and has prayed the following:

“A. Direct the Opposite Party to release a sum of Rs. 16,00,000/- (Rupees Sixteen Lacs Only) deposited through STDR Account No. 61272720285 on 23.05.2015 along with an interest of 9% per annum, payable till the date the said amount is released in favour of the Complainant.

B. Direct the Opposite Party to pay to the Complainant a sum of Rs. 2,00,000/- (Rupees Two Lacs Only) as damages for the harassment, mental torture and agony caused by the Opposite party.

C. Direct the Opposite Party to pay a sum of Rs. 50,000/- (Rupees Fifty Thousand Only) as litigation charges incurred by the Complainant.

D. Pass any such order and further order(s) as it may deem fit, just and proper in the facts and circumstances of the case to secure the ends of justice.”

2. The brief facts necessary for the adjudication of the case are that the Complainant along with her husband Sh. Mool Chand Manuja approached the Opposite Party to open a joint STDR Account. The said STDR was issued vide Receipt No. 543440 dated 23.05.2015 for an amount of Rs. 16,00,000/- (Rupees Sixteen Lacs Only) on behalf of the Opposite Party-bank by one Mr. Mahesh Pal under his signatures with the seal and stamp of the Opposite Party for a period of one year along with an interest of 9% per annum in the name of Ms. Usha Manuja and Mr. Mool Chand Manuja. Unfortunately, the Complainant's husband Mr. Mool Chand Manuja died on 17.09.2015. Thereafter, on 02.01.2016, the Complainant's son i.e. Sh. Sanjay Manuja visited the bank and met a dealing clerk Sh. Balwant Singh (who has since been transferred from the said branch) and enquired about the said STDR and the process to add the names of the son(s) of the Complainant in the said STDR Account. But for reasons best known to the Opposite Party, none of the officials gave a clear reply to the Complainant's query. Thereafter on 04.01.2016, the Complainant wrote an e-mail to Opposite Party on their official e-mail address enquiring about the procedure with regard to addition of the name of her son(s) in the said STDR account and also requested the Opposite Party to confirm the value of the above mentioned STDR, as on date. Surprisingly, the Opposite Party neither replied to the said e-mail nor did they acknowledge the receipt of the same.

3. Subsequently, Complainant's other son i.e. Sh. Rajiv Manuja visited the bank a few times wherein he met the other bank officials namely Ms. UpasanaKumari (Deputy Manager) and Sh. G.P. Jain (Chief Manager), but each time he was either avoided or given evasive answers. On 07.01.2016, Complainant's son Sh. Rajiv Manuja, visited the zonal office of the bank situated at Shankar Road, New Delhi, and met one Mr.

Lakhmara and the zonal manager Mr. Mishra informing them about the careless attitude of the above mentioned bank officials with regard to the said STDR. Mr. Lakhmara and Mr. Mishra had assured Sh. Rajiv Manuja that the matter would be looked into on an urgent basis and the grievance shall be resolved at the earliest. Subsequently, Sh. Mahesh Pal, Sh. S.K. Bhatra and Sh. G.P. Jain who are all