Bank of India ATM Customer Care: A Complete, Practical Guide

What BOI ATM Customer Care Can Resolve

Bank of India (BOI) ATM customer care is the first point of contact for urgent card-related issues such as card loss/theft, suspected fraud, cash debited but not dispensed (CCD/ND), card captured at an ATM, PIN problems, international usage enable/disable, and transaction disputes. The service is intended to be 24×7 for critical actions like card blocking (hotlisting), while other requests may be routed to specialized teams with defined turnaround times.

If you used a non-BOI ATM, you should still contact BOI (the issuer of your debit card), not the ATM-owning bank, for disputes and reversals. Keep the ATM ID, date/time, and the Retrieval Reference Number (RRN) from your SMS/receipt ready—these details significantly speed up dispute filing and resolution through the national payment switch (NPCI) or international networks (Visa/Mastercard).

Fastest Ways to Reach Help

Use BOI’s official channels—do not rely on search engine listings or third-party directories. The most current contact numbers and secure webforms are published on the bank’s official website. For immediate card blocking, use the phone number printed on the back of your BOI debit card or the hotlist option inside BOI’s mobile/internet banking. In-branch support is also effective for formal complaint registration, especially if you need an acknowledgement (ticket/complaint number) on bank letterhead.

For time-sensitive fraud involving unauthorized ATM withdrawals, you can also call the National Cyber Crime Helpline at 1930 and file quickly on the Government portal (cybercrime.gov.in) to try to freeze funds. Combine that with immediate hotlisting via BOI. For general digital payments guidance (including card usage), DigiSathi can answer “how-to” questions on 14431 or 1800 891 3333, though it is not a complaint channel.

• Official BOI website (Contact/Support): https://bankofindia.co.in (navigate to “Contact Us” and “Grievance Redressal” for updated numbers and webforms)
• BOI Branch Locator: https://bankofindia.co.in/branch (visit for in-person complaint lodging and acknowledgement)
• National Cyber Crime Helpline (fraud emergencies): 1930; Portal: https://cybercrime.gov.in
• DigiSathi (digital payments helpline): 14431, 1800 891 3333; https://www.digisathi.info
• BOI Head Office (for escalations by post, if required): Star House, C-5, “G” Block, Bandra Kurla Complex, Bandra (East), Mumbai 400051

Cash Debited, Cash Not Dispensed (ATM Dispute)

For domestic ATM withdrawals where cash was not dispensed but your account was debited, the Reserve Bank of India (RBI) mandates a TAT (Turnaround Time) of T+5 working days for auto-reversal to your account, where T is the transaction date. This is governed by RBI’s 2019 TAT and customer compensation framework for failed transactions. If the reversal is delayed beyond T+5 working days, the bank must pay compensation of Rs 100 per day of delay until the credit is made.

To file effectively, provide: the last 4 digits of the card, ATM ID (displayed on the ATM or the receipt), location, date/time, exact amount, RRN (from your transaction SMS/mini-statement), and a brief description (e.g., “CCD/ND – cash not dispensed”). If you used a non-BOI ATM, BOI raises the dispute with the acquiring bank via NPCI; you should not need to approach the other bank separately. Keep SMS/receipts and any CCTV request reference from the ATM location if available. International ATM disputes (Visa/Mastercard) can take longer—up to 30–45 days—because they follow scheme chargeback timelines.

Lost/Stolen Card or Fraud: Zero/Limited Liability Rules

Block your BOI debit card immediately via the official phone channel or the BOI app/internet banking. For unauthorized ATM withdrawals, report the incident to BOI and to 1930/cybercrime.gov.in without delay. Under RBI’s customer liability framework (2017), if you report within 3 working days of noticing the fraud and the breach is not due to your negligence, your liability can be zero. Between 4–7 working days, caps apply: typically up to Rs 5,000 (BSBD/basic accounts), Rs 10,000 (other savings/PPIs), and Rs 25,000 (current accounts/credit cards with limits above Rs 5 lakh). If reported after 7 working days, bank policy applies.

Submit a formal written complaint to BOI (branch or official webform) and obtain the complaint number. If the compromise involved card skimming, shoulder-surfing, or a cloned card at a third-party ATM, include any supporting evidence. Change your PIN once the new card is issued and review your SMS/email alerts settings. Always enable SMS/email alerts; they time-stamp transactions and provide RRNs that are essential for chargebacks and police complaints.

Fees, Limits, and ATM Usage Rules in India

RBI mandates free transactions at other bank ATMs up to 3 per month in metro locations and 5 per month in non-metro locations; metros are Mumbai, New Delhi, Chennai, Kolkata, Bengaluru, and Hyderabad. Beyond the free limit, banks may charge up to Rs 21 + GST per transaction (effective 1 January 2022). At your own bank’s ATMs, banks typically offer at least 5 free transactions per month. Non-financial transactions (balance enquiry, mini statement, PIN change) also count toward free limits at other bank ATMs.

BOI-specific daily cash withdrawal and purchase (POS/e-commerce) limits depend on your card variant (e.g., Classic/RuPay/Platinum) and can be checked inside BOI’s mobile or internet banking. For international usage, ensure the “international” and “magstripe” channels are disabled by default and only temporarily enabled when you travel. Be cautious of Dynamic Currency Conversion (DCC) at foreign ATMs; opt to be charged in local currency to avoid poor exchange rates.

How to Escalate Unresolved BOI ATM Issues

If your complaint is not resolved within the prescribed timelines (e.g., ATM CCD/ND not credited by T+5 working days), escalate within BOI’s grievance redressal matrix: Branch Manager (Level 1), Regional/Zonal Office (Level 2), and the Principal Nodal Officer (Level 3). The latest contact details for Nodal Officers are published under the “Grievance Redressal” section on https://bankofindia.co.in. Maintain a clear paper trail: complaint numbers, dates, and copies of all correspondence.

After 30 days from the date of first lodging your complaint with BOI—or if you receive an unsatisfactory resolution—you can approach the RBI’s Integrated Ombudsman under the Reserve Bank – Integrated Ombudsman Scheme, 2021. File online at https://cms.rbi.org.in with your BOI complaint number and supporting documents (screenshots, statements, FIR/CSR if fraud, and any email/SMS proof). RBI’s system issues an acknowledgement and tracks the case until closure.

What to Keep Handy When You Call or Write

Having the right details ready helps BOI resolve your ATM issue faster and reduces back-and-forth. You will typically be asked for identity verification and transaction specifics, and for disputes, the RRN and ATM ID are especially important. If you are filing a police/cyber complaint for fraud, keep the copy of the complaint (FIR/CSR) to share with the bank when requested.

For cross-bank ATM transactions, your BOI SMS often includes the RRN or transaction reference; if not, your branch or the call centre can retrieve it. For CCD/ND cases, a photo of the receipt (if any), the ATM’s address or landmark, and the ATM ID from the machine’s fascia/receipt give the acquiring bank enough information to investigate on logs and, if necessary, CCTV.

• Your full name, masked account number, and last 4 digits of the debit card
• Date/time, amount, and location of the ATM transaction; ATM ID and RRN (if available)
• Type of issue: “cash not dispensed but debited,” “card captured,” “unauthorized withdrawal,” etc.
• Screenshots/SMS alerts, receipt photos, mini-statement showing the debit
• Complaint number(s) already issued by BOI; FIR/CSR number for fraud cases
• Contact details for callbacks and preferred communication channel (SMS/email)

Service Hours and Practical Tips

Card hotlisting through BOI’s phone banking and digital channels operates 24×7; branch counters generally work Monday–Friday (often 10:00–16:00) and on 1st/3rd/5th Saturdays (commonly 10:00–14:00), with 2nd and 4th Saturdays and Sundays as holidays per the 2015 industry schedule. Local variations exist; verify hours using the branch locator before visiting.

To avoid disputes: shield your PIN at keypads, avoid “help” from strangers at ATMs, decline DCC abroad, prefer BOI ATMs for high-value withdrawals, and set conservative channel limits in your BOI app. Always use the “Contact Us” page on https://bankofindia.co.in or the number printed on your card to reach BOI ATM customer care. If in doubt, hang up and redial using an official source.