A deposit that does not show up is more stressful than a failed withdrawal, because the cash has physically left your hands. The good news is that a CDM keeps every note it accepts in a sealed cassette and logs every deposit, so a genuine deposit can almost always be traced. This guide explains how.
Why a deposit can go missing
- Wrong account number (the most common cause in cardless deposits). The money is credited, just to someone else.
- Machine fault after counting: the notes were taken in but the transaction did not complete on the bank’s server.
- Timeout: the customer did not press confirm, so the notes were held as “retracted” instead of credited.
Evidence to keep
- The receipt, or a photo of the final screen if no receipt printed.
- The machine ID, address, date and exact time.
- The amount and the count of each note value (₹500 × 20, and so on).
- The account number you entered.
How the bank traces it
When the CDM is next emptied, the bank counts the cassette and matches it against the machine’s log. Any surplus cash that cannot be matched to a credited transaction is held as an “excess” and used to settle pending complaints. This is why a deposit complaint can take a few days longer than an ATM withdrawal complaint: the bank often waits for the machine to be balanced. If you entered a wrong account number, ask the branch to contact the receiving account holder; the bank cannot simply pull the money back without following its own process.
Step 1: complain to the bank in writing
Raise the complaint with the bank whose account should have been credited, through its helpline, internet banking complaint form or at the branch. Get a reference number and keep a copy. A written complaint starts the clock that matters for the next step.
Step 2: the RBI Integrated Ombudsman (free)
The Reserve Bank – Integrated Ombudsman Scheme, 2021 covers banks, and it costs nothing to use. You can file if:
- the bank has not replied within 30 days of your written complaint, or
- the bank rejected the complaint or you are not satisfied with its reply.
File within one year of the bank’s reply (or within one year and 30 days of your complaint if the bank never replied). Complaints that are already before a court or another forum are not accepted.
How to file
- Online: the Complaint Management System at cms.rbi.org.in. You can upload the receipt and the bank’s reply, and track the case.
- By post: to the Centralised Receipt and Processing Centre of the RBI in Chandigarh, using the form available on the RBI website.
- Help by phone: RBI’s contact centre number 14448 guides you through the process.
What not to do
Do not share your OTP, PIN or card details with anyone who calls offering to “speed up” the refund. Banks and the RBI never ask for these to process a complaint. Fraudsters watch social media for people complaining about failed deposits and call them pretending to be bank staff.
If you are using an SBI machine, the deposit steps that prevent most of these problems are in how to deposit cash at an SBI CDM.
Common questions
Can the Ombudsman award compensation?
Yes. Besides ordering the bank to fix the problem, the Ombudsman can award compensation for loss of time, expenses and harassment, within the limits set by the scheme.
Do I need a lawyer?
No. The complaint is filed by you directly, in plain language, and there is no fee at any stage.
I entered a wrong account number. Is that an Ombudsman case?
Only if the bank does not follow its process to contact the receiving account holder. The bank cannot reverse a correctly completed deposit on its own, so act fast and give the branch the exact details.
Last checked: October 2026, against the RB-Integrated Ombudsman Scheme, 2021 and the RBI CMS portal.
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