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Categories

A list of categories and subcategories of all DMBs related complaints.



# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Conversion of Cheque/Deposit D001 90
2 Scam Mails D002 5
3 Fraudulent Withdrawals D003 21
4 Internet Banking Fraud D004 5
5 ATM Fraud (Domestic) D005 5
6 ATM Fraud (International) D006 90
7 Others D999 5
8 Cheque Cloning D008 90
9 Cash/Cheque Suppression D007 90
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Excess Fees and charges E001 45
2 Excess Interest on loan E002 45
3 Others E999 21
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Intrabank Transfer Failure F007 2
2 WUMT Transfers F001 8
3 MONEYGRAM Transfers F002 8
4 Funds transfer charges F003 8
5 Delayed / Inward Transfers F004 8
6 Wrong Customer / Beneficiary details F005 8
7 Delayed TELEX/Swift Request F006 8
8 Others F999 2
9 Wrong Account Credit F008 2
10 Wrong Account Debits F009 2
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Non Payment of Gratuities G001 30
2 Referral letters G002 90
3 Staff Disengagement G003 90
4 Others G999 30
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Dishonoured Guarantees H001 5
2 APG Issues H002 5
3 Performance Bonds H003 5
4 Other Contingent Issues/Indemnities H999 3
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Non /Underpayment of interests on investments I001 8
2 Roll over issues I002 8
3 Non-booking of deposits I003 8
4 Non issuance of contract letters I004 8
5 Others I999 3
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 non-functional ATM J001 5
2 Non-functional POS J002 5
3 POS Receipt/Slip Issues J003 5
4 Trapped Card J004 5
5 ATM Cash Dispense Error claim - OWN BANK J005 5
6 ATM Cash Dispense Error claim (Other Banks) J006 5
7 Mobile Banking Issues J007 5
8 Charges on non-receipt of transaction alerts J008 5
9 Password Reset Issues J009 5
10 Account Unlock J010 5
11 Login Issues (Password/User ID Issues) J011 5
12 Online Transaction Limit J012 5
13 OTP generation Issues. J013 5
14 Registration issues J014 5
15 Failed transaction(WEB / POS) J015 5
16 Other POS issues J016 5
17 Internet Banking Account View Inability J017 5
18 Internet Banking Account(s) Link Request J018 5
19 Internet Banking Funds Transfer Failure J019 5
20 Others J999 3
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Capital Importation Issues K001 3
2 Export Issues K002 3
3 Form A K003 3
4 Form M K004 3
5 Delays in confirmation of duty payment to port K005 3
6 Letter Of Credit K006 3
7 Shipping Documents K007 3
8 Bills for collection K008 3
9 CRI Issues K009 3
10 International Banking Fraud (Not on us) K010 90
11 International Banking Fraud (on us) K011 75
12 Others K999 3
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Miscellaneous Z 3
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Account Closure without notice A001 3
2 Account Details Maintenance A002 3
3 Account Statement Issues A003 3
4 Account Status A004 3
5 Cheque Issues A005 3
6 Corporate Search A006 3
7 Delay in honouring Standing Instruction request. A007 3
8 Non-reflection of Cash/Cheque Deposits in Customer Account A008 3
9 Account Closure Delays A009 3
10 Account Freeze Complaint A010 3
11 Account Reactivation Delays A011 3
12 Account to Account Transfer Delays ( Same bank) A012 3
13 Cheque Confirmation Complaints A013 3
14 Cheque Return Complaint A014 3
15 Account Alert Issues (SMS and e-mails) A015 3
16 Wrong Account Lien A016 3
17 Cheque Return Request A017 3
18 Bills Payment and collection A018 3
19 Others A999 3
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Card Activation B001 5
2 Card Deactivation B002 5
3 Card Issuance B003 5
4 Card Functionality B004 5
5 Charges/Rates Issues B005 5
6 Chargebacks / Claim local (not on us) B006 8
7 Chargebacks / Claim local (on us) B007 5
8 Chargebacks / Claim international (not on us) B008 90
9 Chargebacks / Claim international (on us) B009 75
10 Credit card contract migration B010 5
11 Card PIN Issues B011 5
12 Limit Maintenance B012 5
13 Repayment Issues B013 5
14 Card Statements Issues B014 5
15 Missing card B015 5
16 Card Modifications B016 5
17 Card Account(s) Link complaints B017 5
18 Billing address Issues B018 5
19 Card Blockage Issues B019 5
20 Declined Transactions B020 5
21 Others B999 5
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Loan Application Issues C001 21
2 Loan Repayment Issues C002 21
3 Loan Insurance C003 21
4 Concessions Issues C004 21
5 Delayed delivery of financed assets C005 21
6 Loan Liquidation issues C006 21
7 Loan Restructuring issues C007 21
8 Loans Interest Rate Review Complaint C008 21
9 Others C999 21
# Sub-category CCMS Code 1st Review (working days) 2nd Review (working days)
1 Forgotten Password L001 1
2 Onboarding issues L002 1
3 Erroneous transactions L003 3
4 Failed transactions L004 2
5 Fraud L005 3
6 Theft/loss of device - Account restriction L006 1
7 Request for account statement L007 1
8 Account Unlock L008 1
9 Wallet recovery L009 1


Frequently Asked Questions & Answers

A list of frequently asked questions and answers from DMBs related complaints.