Driver stole Rs 63 lakh from senior citizen's SBI a/c; NCDRC orders the bank to pay Rs 97 lakh as compensation

An elderly couple, Biresh Chandra Gangopadhyay and his wife Arati, fell victim to fraud when Rs 63.74 lakh was siphoned from their accounts at SBI. Their driver, exploiting their internet banking details and unauthorized access, conducted a series of fraudulent transactions. The Gangopadhyays had specifically requested only “view-only” internet banking access, yet the bank failed to honor this. SBI initially refused to reimburse the funds, blaming compromised credentials and one-time passcodes. However, the National Consumer Disputes Redressal Commission (NCDRC) held SBI liable for negligence, especially for not ensuring explicit consent and proper verification, particularly given the vulnerability of the senior citizens. SBI was ordered to pay the stolen amount along with compensation and interest. This case emphasizes the need for robust security measures, particularly for elderly or vulnerable customers.