Dear SPOCs,
It is observed
that many SOLs are dispatching Personalized and Replaced Personalized
card PINs which are sent by National ATM Unit to the customers addresses
instead of handing over them across the counter after verification of
the card received by the customer.
It is also seen that
Personalized and Replaced Personalized card requests are being placed by
SOLs without updating correct present address leading to non-delivery
of Personalized/replaced Personalized cards sent by the vendor directly
to the customer.
The procedure for handling
Personalized and Replaced Personalized ATM Cards/PINs was already
communicated, but still SOLs are not following the procedure as
prescribed. Please note and circulate the below steps to all the SOLs to
avoid inconvenience to the customers.
1. Before placing the request, SOL should ensure updation of correct present address and valid Mobile number at CIF level.
2. After placing of request
for Personalized cards and Replaced Personalized cards, the data will be
received at NAU for processing.
3. PINs will be printed at National ATM Unit and card data will be sent to vendor for printing the cards.
4. Once cards are printed,
vendor will dispatch the cards directly to the concerned customer's
address which is available at CIF Level.
5. PINs will be dispatched to
respective SOLs by National ATM Unit and those PINs should be handed
over to the customer across the counter, once he visits the PO along
with the ATM card received to his address . PINs should NOT be
dispatched to the customer's address.
6. After handing over the PIN
to the customer duly authenticated across the counter, first level
activation and verification should be done and customer can use the card
after 24 hours of successful activation by the SOL.
It is also noticed that many SOLs
are returning the Personalized and Replaced Personalized PINs due to
insufficient address. But the addressed printed on the PIN mailers are
as updated at CIF level and it is the sole responsibility of the
respective SOL to contact the concerned customer for updating the
complete present address and hand over the PIN across the counter.
Please note and instruct all the SOLs that PINs should not be returned
to NAU for any reason. Clarifications in this regard if any, may be
sought through email.
Thanks & regards,
Incharge Operations, DOP ATM Unit
CBS-CPC, 4th Floor, Bengaluru GPO Building
Bengaluru-560001
Toll free - 18004252440
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