You need to lodge a dispute claim at your nearest Branch or through Dispute and Claim within 120 days from the date of transaction. Please include all your details like card number/account number, account name, ATM location, dispute amount, transaction date and time, etc. while lodging your dispute claim.
Based on the location (Bank’s own ATM, Other Bank’s ATM-within Nepal or Other Bank’s ATM – India), the timeline for settlement varies. It may take upto 30 to 35 days from claimed processing date for dispute settlement of transactions conducted in other Bank’s ATM Terminals; however, the bank staffs shall put their best effort to resolve the issue at the earliest.
For disputes in Other Bank’s ATM Terminals, response received from the corresponding Banks with valid logs will be the final and shall be treated as successful transaction.