e-Circular

STATE BANK GLOBAL IT CENTRE.

Sl. No. : 562/2006 - 07
Circular No. : IT/GLOBALIT-ATM/26/2006 - 07
Friday,January 19,2007.
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ATM CUM DEBIT CARDS – HOTLISTING

We have introduced a uniform and one-point-contact procedure, like in other Banks,

for hot listing the ATM cards across branches and Associate Banks using an intranet
option (FHM) from 18.09.06. Advantages of this procedure are:

• Any staff member/customer can hot list ATM-cum-debit cards, on

identification with our Contact Centre
• Record of the persons making the requests for hot listing and those hot listing
the cards at Contact Centre is available for tracking the activity

2. All branches/customers will hot list cards by contacting our Contact Centre on the
following numbers.

• 1800 11 22 11 (accessible through MTNL/BSNL landline)

• 080-25608470 (accessible through any landline and any mobile line)
• +91 80 25608470 (outside India)
or
• Through email to contactcentre@sbi.co.in (available only for
Bank officials)
3. Salient features of the new procedure are as under:

i. Instant hot listing 24*7*365, by contacting Contact Centre through

telephone is available to all branches and customers.
ii. As a special facility for branches, the branch officials can send emails
to the Contact Centre, as mentioned above.
iii. The phone calls to Contact Centre can be made both by the customers
and branch staff. For identification of branch staff, they have to
provide name, designation and place of posting to Call Centre in addition
to details of the customers’ name, card number/account number, branch
 code/branch address and customers’ address. In case of emails Bank
staff has to provide customer’s name, card number/account number,
branch code/branch address to the Contact Centre.

iv. When the customer/branch contacts the Contact Centre, they will be
given a ticket number. The ticket number is generated only after the
card is hotlisted and it will be useful in tracking the request in case of
any disputes in future. If Contact Centre has some problem in hotlisting
the cards, they advise accordingly and pass on the request to ASC and it
is taken care of by ASC. Only in such cases customers/branches need to
find out from Contact Centre the status of the cards after 30 min. to
confirm whether the card is hotlisted.
v. Emails to Contact Centre should be through official ids of the Bank and
Branches should check return mail from Contact Centre and ensure that
the cards are hot listed.
vi. In case customers are not able to contact the Contact Centre for hot
listing their cards they can approach any branch of State Bank Group
for doing so. Branches should get the same hot listed through the
Contact Centre without fail.
vii. The customer has the option to give either the account number and
branch code/name or the card number to the Contact Centre/branches
for hot listing.
viii. Branches will receive email acknowledgements from ASC for cards hot
listed daily in the branch email id, i.e. sbi.0xxxx@sbi.co.in only. So it is
essential for branches to check emails daily and in case branches do not
receive email confirmation in respect of any card, they should follow up
with the Contact Centre and confirm that the card is hot listed.
ix. In case branches/customers misplace the ticket number (which should
be discouraged) they can get information from the Contact Centre
regarding hot listing quoting card number or account number with
branch code/name.
x. This new procedure will be reviewed shortly and the existing software
at non core branches and existing system of accepting requests through
phone/fax will be discontinued thereafter.
xi. Hot listing of cards of foreign branches can also be done under this
procedure.
xii. Officials at Zonal Offices/LHOs/Corporate Centre/Other
administrative Offices can also hot list cards using this facility.
xiii. Branches will maintain a register for cards hot listed by them by
keeping a record of date, card number, account number, customer’s
name and ticket number.
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