• Charges

S.No	Particulars of Charges	Charges
1	Rupay Debit cum ATM Card	Free
2	Card Replacement (Due to damage/Card Wedged by ATM machine/Card Loss	Rs. 150/-
3	Card Surrender by Card Holder	Rs. 150/-
4	Additional Card or Add on Card	Rs. 150/-
5	Card Renewal Charges	Nil
6	Re-Generate PIN	Rs. 50/-
7	Annual Fee	Rs. 150/-
8	ATM Card Used in Metro cities like Mumbai, Delhi, Kolkata, Chennai, Bangluru, Hyderabad (Six Metro Cities) in Saving Bank
a	First 3 (Three) Transactions ( Including Financial & Non-financial Transaction in one month	nil
b	From 4th and onward	For Financial Transactions Rs. 25/- and Non Financial Rs. 15/-
9	ATM Card Used in Metro cities like Mumbai, Delhi, Kolkata, Chennai, Bangluru, Hyderabad (Six Metro Cities) in Current Account
a	First 3 (Three) Transactions ( Including Financial & Non-financial Transaction in one month	Nil
b	From 4th and onward	For Financial Transactions Rs. 25/- and Non Financial Rs. 15/-

All above charges are including with service tax.

• TO HOT MARK CARD SMS LOST TO 9220092200

Currently, RuPay Debit Cards are active for Domestic POS (Point of Sale) transactions only. (and not active for making payments through internet / online transactions )

For making payments through internet, RuPay Debit Cards service will be activated soon.

As per Bank’s policy, all the account holders are provided with RuPay Debit Card which is active on 2.00 Lac ATMs and most of the Domestic POS machines.

If Customer wish to have make online payments, pleases submit form to any of the The GS Mahanagar Co-op. Bank Ltd. branches

• ATM Complaint Handling Procedure

ATM TRANSACTION FAILED ? & WHEN YOU WILL GET REFUND ?

Without customer's complaint on declined or failed transactions to be resolved by bank within T+ 5 calendar days from the date of transaction date.

Customer’s disputed complaint process/status will be handled as per below chart as per NPCI/RBI guidelines (updated from time to time as per guidelines).

Sr.No	Particulars	Turn Around Time (TAT- Period)	Customer Action	Bank Action	Result
1	Credit Adjustment	Within T+5 Calendar Days	N/A	*Acquirer Bank will credit the decline transaction amount within TAT period	Customer refund the amount within TAT period
2	Chargeback Raise (CB)	Within 60 days from transaction date	Customer will raised the complaint between 60 days from transaction date	Customer Bank will raised Chargeback to Acquirer Bank	Chargeback is in process.
3	Chargeback - Acceptance / Re- presentment	Within 5 calendar days from the Cash Back raised date	N/A Note: Chargeback Raised if the customer is giving the complaint after T+5	If Chargeback Accepted- *Acquirer Bank is liable to credit the amount and Rs.100/- per days penalty from transaction day If Chargeback Re- presentment- *Acquirer Bank will check the EJ logs and inform to Customer will go for next stage (Pre- arbitration)	If Chargeback acceptance- Customer will received the transaction amount with penalty.
4	Pre- arbitration (PA) Raise	Within 14 days from the next days from Re- presentmen t day	Customer will give acceptance for this stage through Mail/ Telephonicall y confirm for the	Customer Bank will raised the Customer compliant to next Pre-arbitration stage	PA is in process.
5	PA- Acceptance / Re- presentmen	Within 7 calendar days from the Pre- arbitration date	N/A	If PA accepted- *Acquirer Bank is liable to credit transaction amount and Penalty to customer If PA Re- Presentment- *Acquirerr Bank will check the respective doc’s (Like. EJ, Cash Tally report, Cash verification/Balanc e report, CCTV Footage etc.) and inform to customer.	If AP acceptance - Customer will received the transaction amount with penalty.
6	Arbitration Raise	Within 14 calendar days after Pre- arbitration rejection	Customer give the acceptance and paid Rs.500/- plus GST amount for Arbitration process	Customer Bank will share the customer arbitration form with sign and stamp of respective officer in NPCI DMS portal. (NPCI will check and validate the all respective proof and make decision in favour of Issuer/Acquirer.	N/A
7	Arbitration Acceptance / presentmen t	Within 14 calendar days from Arbitration raised date.	N/A	Customer Bank is liable to inform arbitration result either accepted or rejected to customer. If accepted - Transaction amount and penalty will be credited to customer account (on receipt of the same from Acquirer Bank) If rejected- Valid evidences and arbitration process decision will share with customer.	If Arbitration Accepted- Customer received the transaction amount, penalty and arbitration fees credited to customer account.

*Acquirer Bank: This is the Bank from Whose ATM the cash is withdrawn attempted by the customer.

WHAT TO DO IF YOU DON’T KNOW.

Contact Toll Free No - 1800220096

Email to Complaint desk - complaint@mahanagarbank.com

ATM Support - atmsupport@mahanagarbank.com

Website - www.mahanagarbank.net

(For Grievance Redressal for all type of digital as well as other complaint will monitor)

• Atm Locator

• Gold Loan / Overdraft against Gold : 8.00%