COPEC COUNTRY OPERATIONAL EXCELLENCEY CENTRE

1-8-303/48/6, TIRUMALA CHAMBERS, S.P.ROAD, BEGUMPET, SECUNDERABAD-500 003

General Frequently Asked Questions

COPEC is located at HYDERABAD dealing with operational activities of Alternative Delivery Channels
like ATMs, ATM Cards operation & maintenance, Internet Banking etc.

TIMINGS:
10:00 A.M TO 5:00 P.M.

HOLIDAYS:
APPLICABLE AS PER THE ANDHRA PRADESH STATE GOVERNMENT HOLIDAYS DECLARED UNDER N.I
ACT.

This document is prepared to create awareness and to provide information on operational queries/
issues related to alternative delivery channels that are dealt by COPEC Departments. This list is only
for reference purpose and all guide lines issued by Head office from time to time will be applicable on
it.

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COPEC-Frequently Asked Questions Date: 01-10-2013 Version: 1.1

PREFACE

At the advent of new age banking where technology is facilitating the customer
for effortless and faster banking the proportionate need also have increased for
the resolution of their problems.
For catering to such increased customer requirements and quick problem
resolution, we at COPEC have redesigned the processes followed till now. Our
new operational process model concentrates more on how to avoid common
problems and redress problems efficiently.
During such study and analysis we found that our branch staff should be equipped
with the correct information and should take right approach on an issue related
to the services (alternate delivery channels) of COPEC.
Therefore, a general Frequently Asked Questions (FAQs) is prepared to enable the
branch personnel to address most of the customer problem immediately at
branch level itself and to access and approach right department at COPEC for
further guidance, if required.

The FAQs are designed keeping in view the following requirements:

1. The common understanding of each and every department at COPEC
2. Common problems and its addressing mechanism
3. How to avoid delay in sorting out customer problems by adopting right
approach to the problems

Write Suggestions & Feedback to copec@obc.co.in & bm9984@obc.co.in

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COPEC-Frequently Asked Questions Date: 01-10-2013 Version: 1.1

INDEX
1) CARD MANAGEMENT CENTRE

(CMC)

2) IDEAS DEPARTMENT

(IDEAS)

3) CARD OPERATIONS CENTRE

(COC)

4) VERIFIED BY VISA

(VBV)

5) MOBILE BANKING

(MBANK)

6) INTERNET BANKING

(IBANK)

7) PIN MANAGEMENT CENTRE

(PMC)

8) ATM OPERATIONS CENTRE

(AOC)

9) CENTRALISED PRINT POINT

(CPP)

GENERAL INSTRUCTIONS:
1. Do not direct the customers to COPEC
2. First try to understand the customers problem properly and sequentially
3.

Please send the mail to the concerned department at COPEC so that problem can be resolved
within less turnaround time. All mails to be routed from branch only.

4. On daily basis branch needs to check the mails received from various departments of
COPEC which contains information like login creations, pass word reissues, card rejects
etc. and act accordingly.
5. Purge the mail box frequently so that in coming mails will not be bounced due to mail box full.
6. Follow the hierarchy mentioned in the COPEC contact list for early resolution of the problems.
7. Follow the below sequence to contact various departments at COPEC for early resolution.
a) First

- Through Mail

b) Second

- On VOIP Phone

c) Third

On Land Line

d) Fourth

--On Mobile
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Card Management Centre (CMC)

Card Management Centre deals with activities like issue and maintenance of ATM/Debit Cards.
Contact Number: VOIP: 228
040-66319349(Direct)
040-66534040Extn: 135/136
Mail id: cmc@obc.co.in
S L Problem / Query
No
1
DCREQ entry is not allowed in Finacle
and showing as card already issued in
the account.

Solution/ Information/ Remarks

1) Check whether the card is closed in IDEAS or not
2) After closing the card in IDEAS, only on next working
day finacle will accept the new request.
If still the entry is not allowing in Finacle then contact
cmc dept. to update the flags.

DCREQ entry for Card issue is rejected 1) Rejection details are available in Finacle under
in Finacle.
DCREQ menu option (Option no:3 Inquiry)
a) To understand the exact reason for rejection
inquiry to be made using the request number.
b) Request number can be known by making
the inquiry using account number.
2) On Daily basis CMC Department sends list of all
rejected requests through mail to the branches for
information and necessary action. (Purge your mail box
frequently so that mails do not bounce)

Not received Renewal ATM Cards

Renewal cards are sent to the branch before 10-20 days

of the expiry for accounts which are Active in Finacle.
Card number will be same for the renewed card also
with the same old ATM Pin. An SMS will be sent to the
customer about the renewal card dispatch and asking
them to collect from the branch.
SMS will be sent to the customers only where phone
number is available in SMSRQ.
*Cards are hot marked before dispatching
to the branches for security purpose
Branch need to normalize the card in IDEAS and hand
over to the customer.
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COPEC-Frequently Asked Questions Date: 01-10-2013 Version: 1.1

Card is not working in ATM Machine Possible Reasons:

(New Card) Ready Kits
1) Request in DCREQ is not Entered and / or verified in
Finacle. (On the same day).
2) Educate the customer to use the card after next
working day.
3) Please enter the card details in DCREQ carefully as
the mistake in card number leads to problems.
Note:
When a new card is issued to the customer initially
DCREQ entry has to be made in Finacle. After next
working day only the card details are updated in ATM
Switch and then after only card starts working in ATM
Machine.

In between if the customer tries to use the card, it does

not work and the error message UNAUTHORISED
USAGE with error Response code 50 in ATM Machine
displays.
Personalized card Issue ( Where After receipt of the personalized card by the branch
customer name is printed on the card)
need to perform Manual Hand over process in IDEAS
before handing over to the customer.
Note:
If this activity is not performed card limits will be zero
and customer cannot use the card for withdrawal.
SOL ID Of the account transferred in Account SOLID transfers, Scheme code changes are
Finacle using ACXFRSOL
updated in IDEAS periodically by CMC Department at
COPEC.
In between anything to be updated in IDEAS on urgent
basis contact cmc dept.
Card is not working in ATM Machine If the ATM Card is not working in ATM Machine ask the
Existing/old Card
customer about the response code displayed on the
screen or take the slip for further reference.
Response code to be provided while contacting to the
CMC department for any clarification

With drawal from Secondary Accounts Secondary accounts which are linked to the ATM card
linked to ATM card is not working from will work only in OBC ATMs.
other Banks ATMs.

What are the limits for ATM Card At present below are limits
Usage?
Cash Withdrawal (ATMS) Rs.25,000/- per day
POS & VBV (Online)
- Rs.25,000/- per day
(Total Rs.50,000/- per day)
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10

Customer is asking for enhancing the Any customer request for enhancement of the card per
limit for ATM Card. What is the day with drawal limit request to be sent to Regional
procedure?
office with recommendation for onward submission to
DIT, HO.

11

Charges for ATM Card usage

12

Rupay Card is not working at Shops At present our bank issuing 2 types of cards.
(POS) / Online
1) Rupay
2) VISA
Rupay card works at shops / online where Rupay card is
accepted. Rupay Logo is displayed at the merchant
locations where Rupay card is accepted.

Refer Circular No.HO/CS&P/22/2009-10/429 Dated : 2710-2009 and other related circulars.

Also you may refer 4th page of the ATM/Debit Card
Booklet/ user manual for Charges.

IDEAS Department
IDEAS is an in house developed software application used for Delivery channels requests maintenance
and processing and to process other allied services requests. This software works as an intermediary
between Finacle and ATM Switch for ATM Cards requests and processing. Works as processor for
Internet Banking Password reissues.
Contact Number: VOIP: 229
040-32476857(Direct)
040-66534040Extn: 134
Mail id: ideas@obc.co.in
S L Problem / Query
Solution/ Information/ Remarks
No
1
How to get the IDEAS logins Contact EDP Department of your Regional Office
creation , password resetting and
SOL ID transfers

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Card Operations Centre (COC)

Card Operations Deals with mainly ATM / Debit Card Transactions Related Disputes / Charge backs
Contact Number: VOIP: 224
040-66534040 Extns: 113/114/115/125/120/123
Mail id: coc@obc.co.in ; copec@obc.co.in
S L Problem / Query
Solution/ Information/ Remarks
No
1
Customer complained that cash is not 1) Need to understand the customer complaint
dispensed through ATM and the thoroughly and to check the preliminary details that
amount is debited in Account
whether customer account is debited for the
transaction or not in Finacle for the complained
transaction.
2) Need to get the duly filled charge back application
form from the customer and enter the Charge back
request in IDEAS Software.
3) While entering the charge back request in IDEAS
check the transaction details properly and enter for the
correct transaction number for which customer is
complaining.
2

Customer charge back complaint in

IDEAS has been closed without
affording the credit. How to check the
details?

1) If the ATM Bank(Other Bank)/custodian branch (Our

Bank) confirms that the said transaction is a successful
and the customer received the amount based on the
ATM log files then the said complaint is closed in IDEAS
without affording the credit.
2)One more reason for closing the charge back with out
affording credit is entering the wrong data while
lodging the complaint in IDEAS. If the data entered in
IDEAS like transaction number , finacle tran id etc. is
wrong then complaint will be closed.
3) To check the reason for complaint closure

Complaint status to be checked in IDEAS by using

Complaint number instead of Account number ,
then the rejection details will be available in
Remarks column.
4) These details are provided to the branch on daily
basis by COPEC through mail. Need to check your mail
box on daily basis properly.
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Customer complained that swiped the

card at merchant POS (Point of Sale at
Shops) location, amount debited to
account and not received by the
merchant.

1) Need to understand the customers dispute properly

and sequentially.
2) In these cases customer need to approach the
merchant first and after taking confirmation from the
merchant in writing that the amount is not received by
them, then charge back need to be raised in IDEAS
Software.
Need to mention about the alternative payment made
by the customer like cash payment or other card
payment if any.
Resolution period for POS/VBV transaction is 45 days
from the date of charge back lodgment.

Ref: HO-DIT Circular : HO/DIT/ATM/7/2013-14/430

DATED: 20-6-2013
Customer says that he has done a Disputes related to all online transactions made using
transaction in online (through internet). the debit card need to take up with the merchant by
And not received the service or double the customer first to resolve the issue. Please refer the
debit in account.
HO-DIT circular HO/DIT/ATM/7/2013-14/430 DATED:
20-6-2013 for complete details.

How to identify the type of transaction First need to identify the payment option used for
and using which mode payment is made online transaction. There are 2 types of options
by the customer.
available.
1) Using ATM Debit Card
2) Using the internet Banking Login.
Based on the narration of the transaction in Finacle one
can know whether transaction is done using the Debit
Card or internet banking as below
For the transaction using the Debit Card Narration will
be starting like PRCR/
For the transaction using the internet Banking Login
Narration will be starting like IB SM TXN ID
For internet banking transactions disputes also
customers need to take up with the merchant first and
if the dispute is not resolved within the reasonable time
then only need to take up with COPECs internet
Banking department (ibank@obc.co.in)

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COPEC-Frequently Asked Questions Date: 01-10-2013 Version: 1.1

Verified By VISAVBV Dept(Online transactions using VISA Debit Card)

VBV Department deals with the problems related to Verified by Visa Process like issue in online
transaction etc.
Phone Number: VOIP: 223
040-66534040 Extn: 112
Mail id: obcvbv@obc.co.in
S L Problem / Query
No.
1
How to register for Verified by VISA
and how to check the card limits for
online transactions (VBV)

2
3

Solution/ Information/ Remarks

1) For registering Verified by Visa customer needs to
visit our banks website obcindia.co.in. On right side of
the screen OBCVBV Registration link is available for
registering.
2) ATM Card should have full limits (that is limits for
POS) then only it can use in internet for purchase. This
can be checked in IDEAS Software under card status
inquiry menu option. Card Eligibility Column

what are the card limits available

Maximum limit per day is Rs.25,000/- including Point of

Sale (POS at Shop ) transactions.
Card is blocked for Verified by Visa Branch to send mail to obcvbv@obc.co.in for enabling
transactions Due to number of failed of the card for VBV.
attempts exceeded .
Card is not working in website and Our Banks Debit Card does not work in websites
message showing declined by the where verified by visa process is not followed by the
bank.
website due to security reasons (eg: Paypal etc and
foreign websites)
Customers complaint about VBV
Transaction amount debited but
services not rendered by merchant
like non-recharge of mobile etc.

Branch need to follow the dispute guide lines of ATM

Card on line transactions as mentioned in COC Dept.
guide lines. Circular Reference: HO/DIT/ATM/7/201314/430 DATED: 20-6-2013

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COPEC-Frequently Asked Questions Date: 01-10-2013 Version: 1.1

Mobile Banking Department (MBANK Dept.)

Mobile Banking Department Deals with problems related to mobile banking product like registration,
pin reissue etc.
Phone Number: VOIP: 232
040-66534040 Extn: 170,111
Mail id: mbank@obc.co.in
S L Problem / Query
No
1
What are features of mobile banking

Solution/ Information/ Remarks

Using Our banks Mobile banking product customers

can perform
1) Balance Inquiry
2) Mini Statement
3) Funds transfer
a) Within the Bank
b) Outside the Bank
i) Using NEFT Mode: Just like Branch NEFT
ii)Using IMPS Mode: 24*7,365 days funds
transfer to other banks accounts immediately.
For complete details please refer circular: HO/ DIT / 40
/2009-10/ 822 Dt:22.02.2010
&
HO/DIT/6/201112/323 Dt:06.08.2011
SMS Alerts and Mobile banking are No both are different products
same
1) Through Finacle MOBNKRQ Menu option
How to register for Mobile Banking?
Customer gets the passwords on next working day in
this method.

How to use mobile Banking

2) Through ATM under Others / Requests menu

options customer can register for mobile banking.
Customer gets the passwords instantly in this method.
For smooth working of mobile banking product mobile
hand set should be java/android enabled hand set or
Apple I phone or black berry.
For Android phones Mpay software should be
downloaded from Google play store
For I phones Mpay software should be downloaded
from Apple I Store and for black berry Mpay software
should be down loaded from Black Berry Store.
Our Mobile banking software is not supporting Nokia
Windows phones presently. (version 7 and above)

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COPEC-Frequently Asked Questions Date: 01-10-2013 Version: 1.1

In spite of registering for mobile

banking and installing the application
customer is getting the error message
You are not a mobile banking
customer.

Generally this problem arises when customer is using

the DUAL SIM phone.
In this case customer needs to make the mobile
banking registered number as primary sim and then
need to operate.
Else customer needs to remove the second sim which is
not registered for Mobile banking then try to operate.

Internet Banking Department (I bank Dept.)

Internet Banking Department deals with activities like Internet Banking Login Creations, Password
resetting, merchant intermediary settlements etc.
Phone Number: VOIP: 222,235
040-66534040 Extn: 106
Mail id: ibank@obc.co.in
S L Problem / Query
Solution/ Information/ Remarks
No
1
What are facilities available using our Main Facilities are below.
internet Banking Login
1) Balance Inquiry
2) Account Statement
3) Funds Transfer
a) Within the Bank
b) Outside the Bank (Using NEFT/RTGS)
4) Tax Payments (Income Tax and Sales Tax/VAT of
some states etc.)
5) Utility Bill payments / Ticket Booking etc.
6) Online Shopping
7) Opening
involvement.

of

Fixed

Deposit

without

branch

8)D-Mat Account Statement

9) Viewing of FORM26AS (Tax Credit Statement) of
Ibank login customer. Subject to availability of PAN in
Finacle CUMM.
2

How to send request for Corporate 1) Customer has to submit duly filled application form
Banking Login Creation
to the branch where they are maintaining account.
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2) Branch need to verify the following before sending

the scanned softcopy or hard copy to iBank department
through email / courier.
a)To put the branch seal on the form
b) Branch forwarding letter to be enclosed.
c) The account-wise transaction limits required by the
customer to be mentioned.
d) Types of transaction required by customer to be
mentioned.
3) If Application form is not properly filled and
submitted by the branch Login creation will be held up.
4)IBank department creates the CORRPORATE user ids
and informs the branches on daily basis through email.
Passwords are sent to respective branches through
courier.
3

How to submit reset request of On receipt of password reissue request letter from the
internet banking login. (For Retail customer ,
Login)
Enter the request in IDEAS software. Next working day
pass word will be sent.
There are 2 types of modes to send the pass word
a) SMS Password will be sent to the customer
through SMS for the mobile number registered in
SMSRQ.
If the mobile number is not registered in SMSRQ then
pass word can not be sent through SMS
b) Hard Copy Pass word will be dispatched
through hard copy to the branch for onward issue to
the customer.

How to submit reset request of At present need to send an email to ibank department
internet banking login. (For Corporate for resetting of corporate login pass word mentioning
Login)
the following details
a) Type of User : that is corporate
b) Pass word dispatch Mode : SMS/ Hard Copy
c) Type of pass word : Sign on or Transaction or Both

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What is ONLINE password generation Pass word can be re-generated by the customer
facility and how to register?
themselves without banks intervention.
For this Customer need to perform One Time
Registration using his/her internet banking login when
it is alive.
To register for this facility the customer need to log in
to internet banking site, go to customize menu and
register for Online password generation facility by
answering few questions.

In future, if customer forgets his passwords then he has

to press forgot password tab in the login screen and
then answer the same questions. This will enable him to
set his new passwords himself after entering the tracker
id received in his registered mobile number.
Customer is not able to view all the Inform the cust id to ibank dept. for linking of all
accounts linked to a customer id
accounts.

How to add IFSC Code in IBANK for Need to send an email to ibank dept. with bank branch
making funds transfer to the other and IFSC code details for adding IFSC Code.
bank customer (NEFT/RTGS)

On sol transfer of the account in

Finacle, in internet banking account
number is displayed multiple times
to the customer
In Case of Joint Accounts online Fixed
Deposit opening is not allowing

Branch need to send details to ibank dept. for

resolution.

At present Online FD Opening is not possible for joint

account customers.

10

How to link the De-mat Account to Branch need to send the linking request to depository
internet banking login
Mumbai for linking of D-mat to internet banking login.

11

Funds Transfer facility is not provided Presently for CC Accounts Funds Transfer facility is
to CC Account in Retail Login
provided only in Corporate Login.
Customer is not getting the pass word Below are some Possible Reasons
through SMS
There may be more than one mobile
number registered for a single
customer. Branch should ask the
customer to register only one mobile
number for all accounts of one cust id.
If it is not possible then branch should
mention the correct mobile number in
remarks which requesting through
IDEAS.
The customer has registered for DND
(Do not disturb) which is blocking SMS.
The customers mobile SMS memory
may be full.

12

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For nonresident customer the country

code is not entered in SMSRQ.
For resident customer 91 is prefixed
before mobile number in SMSRQ.
Customer ID is changed for certain
account, accordingly SMS mobile
registration is not changed(old smsrq
entry is to be deleted and new entry to
be created by branch)

13

System is not allowing to login to net It happens because the transaction password has
Banking and continuously asking to expired. Customer need to obtain new transaction
change Transaction password
password through branch.

14

Features of corporate banking Login

Some of the main features:

1) Corporate Banking Login is having Maker, Checker
Concept
2) Customer has flexibility to fix different transaction
limits and transaction type( view only or transaction)
for different accounts.
3) As per the customers requirement per day limit can
be set for the logins. ( In case of Tax Payments and for
other large amount of payments it is more useful)

15
16

17

4) Corporate Login can be issued to Companies,

individuals, Current Accounts , Savings Accounts etc.
What are limits for Retail Internet For Retail Banking Login Per day funds transfer limit is
Banking Login
Rs.5 Lacs and per transaction limit is Rs.3 Lacs
Customer is unable to use Net Change of Customer ID in Finacle requires change in
Banking after change of Customer ID
IBANK System also. For this need to send request to
IBANK dept.
How to know the Login Id details of a As per the present system , when a new Ibank login is
customer for Retail Ibank Login
created Login Issue letter will be sent to the customer
directly and the pass word(Hard Copy) is sent to Branch.
All login details are updated in IDEAS Software for
reference purpose. Retail Login details can be checked
from IDEAS Software.

18

What type of Requests can be sent by

customer using internet Banking login

19

Customer complained that the

amount has been transferred through
Internet banking and not reached to
beneficiary

For Corporate Login Details branch need to contact

IBANK Dept.
Customer can send the requests for the following
1) Cheque Book Request
2) RD Opening Request etc.
If amount transferred through NEFT/RTGS take up the
matter with NEFT (neft@obc.co.in) / RTGS Cell Mumbai
(rtgs@obc.co.in).
Else if it is a merchant payment customer to contact
merchant first and after that to ibank dept.
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Pin Management Centre (PMC)

Pin Management Centre deals with printing of ATM Reissue Pins and Ibank Pass words (Both fresh
and Reissues)
Contact Number: VOIP: 131
040-66534040Extn: 131
Mail id: pmc@obc.co.in
S L Problem / Query
Solution/ Information/ Remarks
No
1
ATM Pin / Ibank Pass word not 1) Need to enter the ATM Pin Reissue Request in IDEAS
received
Software.
2) On next working day Pin is printed by PMC
Department and dispatches the same to the branch
through courier.
3) Also department sends mail on daily basis to all the
branches about dispatch details like account number,
courier receipt number etc.
4) If the pin is not received contact the PMC
department.

ATM OPERATIONS CENTRE (AOC)

ATM Operations centre deals with the operational activities related ATM Machine. Any problem in
ATM Machine custodian branches need to contact this department.
Contact Number: VOIP: 223
040-66318555
040-66534040Extn: 126,127,128,150,112
Mail id: aoc@obc.co.in; fsstech@obc.co.in

CENTRALISED PRINT POINT (CPP)

CPP department deals with printing and dispatch of combined statement of the customers.
Contact Number: VOIP: 231
040-66534040Extn: 147
Mail id: cpp@obc.co.in;
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