Beware ! Customer cheated the Employee of CBS Post Office

Beware ! Customer cheated the Employee of CBS Post Office 

A customer comes to post office and presents his passbook with withdrawal form. CPA invoke the CTM menu, fill Account No. and check balance of Customer. There is sufficient balance in his account. So CPA proceeds the withdrawal and hand over the Rs 13000/- rupees to Customer. After receiving the money a black play starts by customer. A relative of customer is standing at ATM. As customer informs quickly to his relative to withdrawal money, relative makes three transaction, two of Rs 6000 and one of Rs 1000 in micro second. This balance of account goes down. This ATM withdrawal activity starts before Transaction verification.

Now Supervisor start to verify the transaction. He is shocked to see that there is not sufficient balance in account. In this situation what can do CPA or Supervisor because it is single hand office. He can't fill FIR to police because our department is not so cooperate to help him for this doing. CPA comes to Customer home and say please return money because your account has not sufficient amount and you withdrawal the amount from ATM. He replies that my ATM has been lost and I have already inform your department. I don't know anything. This is your work to find who withdrawal the money from ATM.

This event is so sad full to our employee who is not aware of this mischievous activity. The event happened at MNIT Post office Jaipur.

FinacleSolution Team advice to all viewer please give money to customer when you complete the verification process and fully satisfied to check his passbook balance on HACLI. We don't want to repeat this black paly with any other employee. The amount Rs13000/- is not so big but many of us has liability. So this amount is huge due to penalize him for tally that day daily account

Procedure to issue Instant/Personlaised ATM cards in DOP Finacle

1.     Minimum balance in account should be Rs. 50/-

2.     Cif should be updated with the latest KYC documents.

3.     Update mobile number and email id if possible as message alert service is available.

4.     There must not be any special characters and numbers in the account name. If any name modification is there in  CIF id pl modify in CMRC @ CIF level  and in HAALM menu in account level. Only supervisor can access the command HAALM . One supervisor has to modify the name and another supervisor has to verify the same.

Procedure to follow by counter clerk

Menu: CCMM

Enter CCMM command in command box. Following screen will be displayed

1.       Select Add in Function menu and enter cif id of the customer and click on GO

2.     Enter account number of the customer. Name will be fetched automatically.

Select card type as Instant

Enter the KIT number which is available on the ATM card envelope.

Select Primary Account Flag as YES

Select Action as New Card Request

And Click on Submit

  

3.       You will get the message “The record is added successfully”

Procedure to follow by Supervisor

1.  Menu: CCMM

Select Function: Verify

Enter CIF id and then click on GO

2.  The following screen will be displayed. All the details will be fetched automatically. Check all the details available on the screen and ensure they are correct.

Then click on Submit and it will show a message “Record verified successfully”.

Useful information for handling ATM issues in DOP Finacle

1. Instructions for Postmasters:-

•        Ensure that the router/switches and ATM Machines at ATM sites to be kept in ON  position 24x7.
• Install ATM operational Hand Book on Desktops.

2. ATM site problem:-

Ø  If any customer complaints regarding ATM response issue viz; “Timed Out”, respective Pos/ATM SPOCs/CPC Bangalore may raise the issue to AGS to the e-mail id (dop.monitoring@agsindia.com) with a copy marked topostatm@indiapost.gov.in

Ø  Any ATM site related issue can be brought to the notice of AGS by respective Pos through mail id dop.monitoring@agsindia.com. On rectification same has to be closed by mailing to the above mail id or calling up the AGS call centre by POs.

3. ATM customer care information:-

• —  Toll free customer care centre of CPC  Bangalore (18004252440) is an interim call centre which will handle customer grievances
• Any ATM card hot-listing in case of loss or theft card along with all other ATM related general queries will be handled by Customer Care after inquiring the customer for authenticity.
• Apart from Card hot-listing no other issues will be directly handled by Customer Care. Customer care will only act as facilitator for other issues

4. .For cash not dispensed cases request for reversal of amount “-

In case of any cash not dispensed but balance deducted issues, respective POs should send a mail to recon@agsindia.com with a copy marked topostatm@indiapost.gov.in, with proper ATM ID, Amount, date, transaction number along with Account number

5. Card activation:-

• Any card activation related issues mail has to be sent toFSIDOPATMHD@infosys.com with a copy marked topostatm@indiapost.gov.in and cpcbg.k@gmail.com

The following information has to send for card activation issues.

Card number,

CIF ID of depositor,

SOL ID

 Date of issuing card,

Date of verifying card.

6. Cash loading instructions:-

Ø  . On the day of cash loading scanned copy of RA should be emailed toacpmtrybggpo@gmail.com and Regd Post no. should also be mentioned.

Ø  . Cash loading entry should be made in Finacle on the same day itself before EOD.

Ø  Hard copy of RA should be addressed to CPM, Bangalore GPO.

Ø  . All RA related communication should be made with acpmtrybggpo@gmail.com andcpmbggpo@gmail.com

Process to be followed is again reiterated below:-

§  Responsibility of Chief/Head/Sub Post master where ATM is attached including BG GPO.

o   The Postmaster/Treasurer should hand over the ATM fit currencies to authorized AGS Vendor and get the cash loaded into ATM in the presence of Treasurer

o   .The Postmaster/Treasurer should ensure that, In Finacle, one of the User Champion (SA) Using HXFER menu, do a debit entry to ATM Cash account (SOL id suffixing 0006) and credit entry to Bangalore GPO’s SBI account i.e. 560001000007.

o   This transaction needs to be verified by Finacle Supervisor.   This transaction has to be done on the day of loading of ATM cash.

o   If it is done on subsequent date, the value date should be the actual date of loading of cash.

o   As and when withdrawals takes place in the ATM attached to the HO, the customer Savings Bank account will be debited and ATM cash account of the respective HOs will be credited.

o   ATM Cash Account ledger view (HACLINQ) will reflect the actual cash present in the ATM machine (debit balance). 

o   If Postmaster fails to do ATM cash loading transaction, the ATM cash Account will go to credit balance (Cr.balance), which is incorrect.

o   Same day,  the Postmaster should issue a Remittance Advice to Banglalore GPO in their Meghdoot Treasury module  and scanned copy of the RA should be sent to the following email IDs acpmtrybggpo@gmail.com and cpmbggpo@gmail.com, followed by hard copy. Cash balance of the respective HOs will accordingly reduce in their HO Summary.

7. Specification for entry of name in CCMM menu for process of ATM card issue

Please refer to the trail mail vide with Operation Manual for ATM Operations was circulated. It is further clarified that while using menu CCMM, the user has to modify name of Account Holder which is fetched by the system from CIF. User has to ensure that name should not be more than 21 characters and there is no special character in the name like -'"/ . etc. All such characters are to be removed.  If card is a Personal Card, Account Holder has to be asked to write name in 21 characters in the way he/she want to display on the Card in ATM Requisition Form and name should be entered in CCMM as per wish of the account holder.

For all the Cards which are already entered in CCMM and cards are not activated, this modification has to be done again. After this modification, post office has to send a mail to CPC Bangalore for  downloading the file again in CCDM so that cards can be activated.

8. For ATM operational Handbok click here