ERRORS, QUESTIONS OR COMPLAINTS

The Cardholder may call I&M Bank Call Centre, in event of any queries or complaints in connection with the Card or the monthly statements etc. Alternatively, the Cardholder may email I&M Bank at the applicable email address. Further, in case of complaints, the Cardholder should provide sufficient and correct details in writing to I&M Bank in order to enable I&M Bank to investigate and respond on the complaint or query appropriately. The following information will require being provided in such correspondence:

(i) Name, address and Card number of the Cardholder.

(ii) A detailed description of the transaction and/or the complaint (including the date of the transaction and the location of the ATM / Merchant Establishment) and the basis or reason for the Cardholder to dispute the Transaction or raise a query or complaint; and

(iii) The Transaction amount. In event any further information / document is required by I&M Bank for investigation or resolution of the matter, the Cardholder hereby agrees to provide the same. Where an inquiry is not settled to the satisfaction of the Cardholder, I&M Bank may advise the Cardholder in writing or otherwise of the results of its investigation and/or the manner of resolution, if any, of the complaint.