Delhi Consumer Commission Upholds Order Against SBI to Refund ₹42.92 Lakh to Senior Citizen

The Delhi State Consumer Disputes Redressal Commission has upheld an order directing the State Bank of India (SBI) to refund ₹42.92 lakh with 7 per cent annual interest and pay ₹1 lakh in compensation to a senior citizen following unauthorised withdrawals from her accounts.

The commission, comprising president Justice Sangita Dhingra Sehgal and member Bimla Kumari, dismissed SBI’s appeal against a district consumer forum order dated August 11, 2025. The dispute concerned withdrawals allegedly made from Shakuntala Mehtani’s savings and overdraft accounts in July 2021.

Mehtani alleged that ₹3.33 lakh was withdrawn from her savings account and ₹39.59 lakh from her overdraft account without her knowledge or consent. She claimed that her former accountant, Ajay Kumar Manchanda, changed her registered mobile number and email address with the assistance of bank employees, enabling him to receive transaction alerts and one-time passwords.

SBI argued that Mehtani had allowed a third party access to her accounts and that transaction alerts had been sent to the registered mobile number. However, the commission observed that such alerts could not establish that the transactions had been authorised, particularly when the bank could not explain how the registered mobile number had been changed.

The commission noted that SBI failed to produce documents showing Mehtani’s consent to the change of mobile number or the upgrade of her internet banking facility from “View Only” access to one permitting transactions. It also referred to a police status report indicating the alleged involvement of a bank official in changing the registered number.

Holding that SBI had failed to exercise due care and establish valid authorisation, the commission found deficiency in service and upheld the district forum’s order.

The bank must refund ₹42.92 lakh with interest at 7 per cent per annum from the respective transaction dates and pay ₹1 lakh as compensation. If the original order is not complied with within three months, the interest rate will increase to 9 per cent per annum until payment. The appeal was dismissed without costs.