In Surat, Gujarat, a significant ruling was made by the district consumer dispute redressal commission, where a customer claimed that ₹10,000 was deducted from his account due to a failed ATM transaction. Despite the lack of cash dispensed and a receipt being provided, the customer's complaint led to an investigation into the banking service provided by Bank of Baroda and the State Bank of India (SBI). The commission found the banks guilty of service deficiency and ruled in favor of the customer, awarding him an extraordinary compensation of ₹3.28 lakh as a penalty for the erroneous debit.

The complainant, Jitesh Kumar Gandhi, a resident of Surat's Parvat Patia area, filed the complaint in December 2017 after a distressing incident that occurred on February 18, 2017. He had been using the ATM of a SBI branch located in Udhna to withdraw the disputed amount when he experienced an issue where no cash was dispensed, leading to frustration and financial distress. Communicating with the banks afterward yielded no satisfactory resolution, prompting him to seek official recourse through the consumer court.

This ruling serves as a significant precedent highlighting the accountability of banks regarding their ATM services and financial transactions. It emphasizes the necessity for banks to implement stricter quality controls and responsive customer service protocols to prevent similar incidents in the future, ensuring that customers can trust financial service providers in managing their money effectively and securely.