Correcting a Bank Email on Unauthorised ATM Withdrawals
The zonal office has drafted this email to a customer whose ATM card was used for three unauthorised withdrawals of ₹12,000 each on 12 June. The draft reads: 'Dear Customer, We are sorry for the inconvienience. Your account has been temporary blocked due to suspicious transaction. Kindly revert back with your card number and OTP so we can verify and unblock. The amount will be credited shortly. Thanks, Customer Care.' The compliance officer objects to the draft on three grounds: it asks for an OTP, it gives no complaint or reference number and no timeline, and its tone and spelling are not suitable for a regulated bank. The customer has already called the helpline twice and is threatening to post the email on social media. The branch must send a corrected email within the next hour.
1. Identify the specific errors and compliance risks in the draft, and explain why each is serious for a bank.
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Language errors: 'inconvienience' is misspelled; 'temporary blocked' should be 'temporarily blocked'; 'revert back' is redundant; 'Thanks' is too casual for a regulated communication. Compliance risks: asking for the card number and OTP is a serious security failure and mimics a phishing email. A bank should never ask a customer to share an OTP. The draft gives no complaint reference, no expected timeline, and no named contact, so the customer cannot track the case. 'The amount will be credited shortly' is an unconditional promise made before investigation and may create a liability or unfair expectation. The email also fails to tell the customer to keep the card blocked and not to share credentials. These defects increase fraud risk, complaint escalation and reputational harm.
2. Rewrite the email in 80–120 words. Include a subject line, empathy, confirmed facts, next steps, a reference number placeholder and no request for an OTP.
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Subject: Unauthorised ATM withdrawals on card ending 1234 – complaint reference [XXXX]
Dear Mr/Ms [Name],
We refer to your calls about three unauthorised ATM withdrawals of ₹12,000 each on 12 June. We understand your concern. Your complaint is registered under reference [XXXX], and your card has been temporarily blocked as a precaution.
Please do not share your PIN or OTP with anyone, including bank staff. We will complete our review within [X] working days and write to you with the outcome. Any eligible amount will be credited only after the review. For updates, call [number] and quote the reference number.
Sincerely, [Name] Branch Manager
3. What facts and approvals should the branch verify before sending the corrected email, and what tone should it avoid?
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The branch should verify the exact transaction dates and amounts, the card ending, the complaint log number, whether the card is actually blocked, and the dispute team's expected timeline. It should not promise a credit or a final resolution until the dispute team confirms eligibility. The email should avoid legal admissions, speculation about the customer's negligence, and overly defensive language. A formal, plain and accountable tone is appropriate: acknowledge the complaint, state only confirmed facts, give a reference and a route for updates, and protect the customer from further fraud. If the bank's liability policy is not yet confirmed, say the review is in progress rather than suggesting a outcome.