STATE CONSUMER DISPUTES REDRESSAL COMMISSION CHANDIGARH FIRST APPEAL NO. SC/4/A/348/2024 STATE BANK OF INDIA .......Appellant(s)

PRESENT ADDRESS - NAYA NANGAL ROPAR ROOP NAGAR PB,CHA Versus ANJANA DEVI .......Respondent(s)

PRESENT ADDRESS - HOUSE NO. 1321-A SECTOR 20 CHANDIGARH BEFORE:

HON'BLE MRS. PADMA PANDEY , PRESIDING MEMBER HON'BLE MR. RAJESH KUMAR ARYA , MEMBER FOR THE APPELLANT: ABHINEET TANEJA (Advocate)

DATED: 08/01/2026

ORDER

STATE CONSUMER DISPUTES REDRESSAL COMMISSION, U.T., CHANDIGARH (Additional Bench Appeal No. : 348 of 2024 Date of Institution : 11.10.2024 Date of Decision : 08.01.2026 State Bank of India, Naya Nangal, Ropar, District Roop Nagar, Punjab through its Authorised Officer/Representative --Appellant V e r s u s Anjana Devi through her legal heirs Sh. Somesh Kaistha, (Account nominee and her legal heir) A/c Nominee and her Legal Heir), R/o Flat No.1197, 2nd Floor, Universal Enclave, Near Banyan Tree School, Sector-48B, Chandigarh-160047.

…Respondent Appeal against the order dated 05.07.2024 passed by District Consumer Disputes Redressal Commission-I, U.T. Chandigarh in Consumer Complaint No.537/2023.

BEFORE: MRS. PADMA PANDEY, PRESIDING MEMBER MR.RAJESH K.ARYA,MEMBER For the appellant : Sh. Abhineet Taneja, Advocate For the respondent : Ms.Shifa Arora, Advocate PER PADMA PANDEY, PRESIDING MEMBER This appeal is directed against the order dated 05.07.2024, passed by District Consumer Disputes Redressal Commission-I, U.T. Chandigarh (hereinafter to be referred as “the Ld. District Commission”), whereby consumer complaint filed by the complainant/respondent was partly allowed and the Opposite Party was directed in the following manner ;

(i) “to pay ₹2,96,727/- to the complainant alongwith interest @ 9% per annum from the date when the subject transactions had taken place till onwards.

(ii)to pay an amount of ₹10,000/- to the complainant(s) as compensation for causing mental agony and harassment to her/him/them;

(iii)to pay ₹10,000/- to the complainant as costs of litigation.

This order be complied with by the OP within a period of 45 days from the date of receipt of certified copy thereof, failing which the amount(s) mentioned at Sr.No.(i) & (ii) above shall carry penal interest @ 12% per annum (simple) from the date of expiry of said period of 45 days, instead of 9% [mentioned at Sr.No.(i)], till realisation, over and above payment of ligation expenses.”

2. Before the Ld. District Commission, it was case of the complainant that her mother Smt. Anjana Devi (now deceased) (hereinafter to be referred as account holder) who was having saving account NO.33203893931 with the OP bank died on 7.9.2023 and the consumer complaint was filed by the complainant being her legal heir as well as nominee. The copy of death certificate is annexed as Annexure C-1. On 7.1.2023 at 7:42 pm a phone call was received from OP bank on the registered mobile number of the mother (now deceased) of the complainant, the account holder, and it was noticed by the wife of the complainant who received the call that few unusual transactions had taken place from the account of the account holder. At that time the account holder was completely bed ridden , so it was highly difficult for her to understand how the said transaction had taken place. Immediately the wife of the complainant informed the complainant about the call and on this the balance in the account of the mother of the complainant was checked and it was found that three transactions of Rs.2,13,422/- , 24,444/- and 58,861/- totalling to Rs.2,96,727/- had taken place and the said amounts were debited from the account of the account holder. Messages qua the said transactions were sent by the OP bank on 7.1.2023 at 7:42 p.m. The copies of statement of account is annexed as Annexure A-4 and copies of the Screenshots of messages and phone call log are annexed as Annexure C-5 (colly). On seeing the said transactions the complainant and his mother and wife went under a shock as neither the compla