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Bank of Maharashtra Announcements regarding COVID-19

FAQs

Resolution framework for COVID-19-related Stress pertaining to Retail loan segment

Q: Which type of borrowers are eligible under the resolution framework for COVID-19-related Stress pertaining to Retail loan segment (Personal Loans)

A: Retail loans sanctioned to individual borrowers only are eligible as per the resolution framework.

 

Q: Who are eligible under the resolution framework for COVID-19-related Stress pertaining to Retail loan segment (Personal Loans)

A: Bank shall extend the resolution under this facility only to borrowers having stress on account of Covid19.
Only those borrower accounts shall be eligible, which were classified as standard, but not in default for more than 30 days with the Bank as on March 1, 2020 i.e. the account should be classified as standard or SMA0 as of March 1,2020

 

Q: What is the last date up to which customer can avail this resolution framework?

A: Resolution under this framework shall be invoked not later than December 31, 2020.
Date of invocation (for Personal Loans) means the date on which the borrower and the Bank has agreed to proceed with a resolution plan under this framework

 

Q: What terms and conditions of sanction will be changed / amended under this resolution framework

A: Loan tenure and EMI will change accordingly after implementation of the resolution plan

 

Q: Whether fresh / additional documentation is to be executed? If so what are the additional documents to be executed?

A: The following supplementary documents in continuation of earlier documents are to be obtained as under –

  1. Application/Request letter for making resolution plan available
  2. Supplementary Loan Agreement with amended terms &repayment schedule
  3. B2G2

 

Q: Whether moratorium period can be availed under the resolution framework ? If so what is the maximum period of moratorium?

A: Yes, Moratorium period can be availed if required by the applicant. However, Interest during the moratorium period will be capitalized under this resolution plan and added to the principle amount. The maximum extend of moratorium period allowed under the framework is 24 months

 

Q: How bank will decide / identify the borrower is covid 19 effected or not?

A: Salaried: In case of salaried class, branches should scrutinize the Income streams of the applicant borrower by verification of salary slips for the month of February 2020 with current / latest salary slips along with other information submitted by the borrower. Accordingly, branch should decide his / her eligibility.

Business/ Self-employed: The impact of covid19 on the business / other activity of the borrower is to be ascertained by personal discussion and information submitted by the borrower on merits of the case.

 

Q: In case my account is standard on 01.03.2020 and already Bank has given moratorium of 6 months upto August 2020. I have not repaid any instalments after September 2020 and approached branch on 30.11.2020 for the resolution framework. Bank informed that my account will become NPA on 01.12.2020? Whether I am eligible under the resolution framework?

A: Yes, you are eligible if you give your concern to the branch on or before 30.11.2020

 

Q: Whether I can opt for 6 months moratorium and start repayments after 3 months?

A: Yes, applicant can opt for 6 months moratorium period where interest will also be capitalized. However if applicant starts repaying after 3 months interest will be capitalized up to 3 months .

 

Q: Whether the loan EMI will reduce if I opt for extension of repayment period by 24 months ( maximum) if I start repaying from next month of resolution framework

A: Yes loan EMI will reduce accordingly if applicant starts repaying from next month of resolution framework

 

Instalment Relief for Customers (Moratorium Related Queries)

This scheme is intended for those borrowers whose cash flows have been impacted due to lockdown disruptions on account of Covid-19. All those who have regular stream of cash flow need to opt for continuation of the regular EMI.

Q: What is the relief RBI has provided for loan accounts under COVID 19- regulatory package?

A: RBI has permitted the Bank to grant a moratorium of six months (3+3) to all the accounts which are standard assets as of 01.03.2020 and for which instalments are falling due between March 1, 2020 and August 31, 2020. Accordingly, Bank will not raise the instalment demand during this period and Borrowers are not required to pay the Instalment during the period if they desire so. Accordingly, the residual tenor of repayment schedule will be extended across the board by six months(3+3).

Bank will continue to honor the standing instructions unless withdrawn by the borrower, as the borrower has the liberty to make payment if they desire so.

 

Q: Whether businesses/ Individuals should necessarily take the benefit under the COVID 19- regulatory package?

A: You may take the benefits under this package if there is a disruption in your cash flows or there is loss of income. However, you must take into account that the interest on the loans, though not mandatorily payable immediately and gets postponed by six months (3+3), continues to accrue on your account and results in higher cost.

 

Q: Is rescheduling of Term Loans only for Principal amount or it also includes interest?

Rescheduling of Principal can be done for a period of six months (3+3) falling due between March 1, 2020 and August 31, 2020. For example, where the last instalment of a Term Loan falls due for payment of on say 1st March 2020, it will become payable on 1st September 2020.For EMI based Term Loans, it will be six EMIs falling due between 1st March 2020 and August 31st, 2020 and the tenor will be extended by six months to be repaid during the extended period.

For other Term Loans, it will be all the instalments and Interest falling due during the same period, irrespective of the tenor of payment i.e. Monthly, Quarterly, Half Yearly, Annually, Bullet Payment etc. For Term Loans, where the repayment has not commenced, the interest portion for six months (falling due between March 1, 2020 and August 31, 2020) alone needs to be reckoned.

 

Q: What is the process to be followed for getting the benefit of instalment moratorium?

The scheme will be uniformly applicable to all standard term loans outstanding as on March 1, 2020. There is no separate request required from the borrower.

 

Q: What will happen after the relief period /moratorium is completed?

In respect of loans other than working capital facilities: interest shall continue to accrue on the outstanding portion of the term loans during the moratorium period and will be added in the loan amount outstanding which might result in marginal change in EMI. Post completion of the relief period, the repayment schedule for such loans as also the residual tenor, will be shifted across the board by six months after the moratorium period

In respect of working capital facilities: In order to ameliorate the difficulties faced by borrowers in repaying the accumulated interest for the deferment period on working capital facilities in one shot, it is now permitted to convert the accumulated interest on working capital facilities over the deferment period (up to August 31, 2020) into a funded interest term loan(FITL) which shall be repayable not later than the end of the current financial year (i.e., March 31, 2021).

 

Q: Does this moratorium period affect my credit rating?

No

Q:What if my loan account repayment is to be started after 31.08.2020?

The package is NOT available to those accounts which are still under moratorium period up to 31.08. 2020.If interest servicing during the moratorium is stipulated in the sanction letter, then deferment of such interest from 01.03.2020 to 31.08.2020 is extended and suitable repayment schedule will be worked out.

 

Q: What will be the treatment of interest on the Working Capital facilities?

In order to ameliorate the difficulties faced by borrowers in repaying the accumulated interest for the deferment period on working capital facilities in one shot, it is now permitted to convert the accumulated interest on working capital facilities over the deferment period (up to August 31, 2020) into a funded interest term loan(FITL) which shall be repayable not later than the end of the current financial year (i.e., March 31, 2021).

Prime Minister Garib Kalyan Yojana (PMGKY)

Q: Who are the beneficiaries of Prime Minister Garib Kalyan Yojana (PMGKY)?

A: Women PMJDY account holders, workers of NREGA, Widow Pensioners will be the beneficiaries under this scheme.

 

Q: How much amount will be credited to Women PMJDY account holders?

An amount of Rs.500/- per month starting from 03.04.2020 will be credited in to the accounts of beneficiaries for next three months.

 

Q: As a very large number of accounts of Women PMJDY beneficiaries are being credited under PMGKY, how bank branches are going to handle the expected rush for withdrawal of the same?

Withdrawal of benefits by Women PMJDY beneficiaries is scheduled as per the following pattern :-

Sr No.Range of account numberDate of withdrawal
1.A/c no ending with 0,103 April 2020
2.A/c no ending with 2,304 April 2020
3.A/c no ending with 4,505 April 2020
4.A/c no ending with 6,706 April 2020
5.A/c no ending with 8,907 April 2020

 

Q: If for some reason, I am unable to go to my Bank branch, how can I withdraw the relief amount credited to my account?

Besides going to a Bank branch, beneficiaries can opt to withdraw relief amount either from -

  1. BC
  2. ATMs
  3. Gramin Dak Seveks having Aadhaar Enabled Payment System (AePS)

In fact, as a safety measure, beneficiaries are advised to withdraw amount from either from BC, ATMs, Gramin Dak Seveks, to avoid rush in the branches.

 

Q: In case, I don’t withdraw relief amount on the date of credit or up to 09.04.2020, whether my relief amount will be available for withdrawal, later on?

Yes. This is an emergency relief amount, provided by Govt. to sustain during this lockdown period. If one does not withdraw amount during aforesaid period, it will be available for withdrawal later on.

 

Q: My account is inoperative. Which documents do I need to submit to make this account, operational & withdraw my amount?

As a relief measure for a special cause, Govt. has advised all the Banks to defer from obtaining fresh KYCs from the beneficiaries to convert inoperative account to operative for the time being. An inoperative woman PMJDY account is freely operable without obtaining fresh KYC documents till 30.06.2020.

 

Q: I have availed Loan from my Bank / Other Banks / Financial Institutions. Whether relief amount will be appropriated towards EMIs of these loan accounts?

As a relief measure for a special cause, Govt. has advised all the Banks not to deduct any EMIs or any other charges and whole relief amount would be made available to beneficiary.

 

Q: My account is NPA. Whether relief amount will be adjusted towards my installments?

No. As a relief measure for a special cause, Govt. has advised all the Banks not to deduct loan installments and make available this relief amount to beneficiaries, in full.

 

Q: I have given ECS Mandate / Standing Instructions (SI) to my account. In case of shortage of funds to honour ECS / SI, whether relief amount will be appropriated towards these ECS / SI, hold amount etc?

As a relief measure for a special cause, Govt. has advised all the Banks not to run ECS Mandates / SI against relief funds and whole relief amount would be made available to beneficiaries.

Forex Transactions

Q: Whether Bank of Maharashtra is undertaking forex transactions during these testing times of coronavirus epidemic?

A: Bank of Maharashtra is undertaking all essential forex transactions including foreign remittances, exports (except bank through documents) and imports except conversion and issuance of foreign currency notes.

 

Q: Where should I approach for getting my forex transactions processed?

All customers are advised to approach Home branch (where account of the customer is being maintained) for submission of required documents for processing the forex transactions.

 

Q: Where can I get my forex related queries addressed?

Bank of Maharashtra is having 36 forex centers. Please contact your nearest forex centers for any Forex related queries or assistance. The list of forex centers is available on our website.

Query may be mailed to following-

Email id: ibd@mahabank.co.in & agmintl@mahabank.co.in

Phone no: 022-22780316 / 022-22780306 / 022-22780336

(During these testing times, we request you to kindly make your queries on Monday to Friday between 10:00 AM to 5:00 PM)

 

Q: How many NOSTRO accounts Bank is having?

Bank is maintaining 13 NOSTRO accounts with premier Banks of Global standards. The details of NOSTRO accounts is provided on our website.

 

Q: Where can I get latest forex related Rates of Interest/Service charges?

Forex related Rates of Interest / Service charges are updated on our Bank's website from time to time.

 

Q: Where can I get details about the various forex related products of the Bank?

Detailed guidelines/operational instructions in respect of various forex related products can be referred on our website.

Financial Inclusion

Q: Whether BC points are opened and what preventive measures should be taken during Lockdown due to COVID-19?

A: Yes, Opened, we have instructed all the BCAs to shall follow appropriate hygiene practices such as washing hands regularly and use sanitizers after every transaction. We have also provided support of Rs. 2000/- directly to BCA for Sanitizers, masks, gloves & disinfectants etc. towards cleanliness at BC points.

 

Q: Whether Aadhaar Enrollment Centres are opened during Lockdown due to COVID-19?

No, Aadhaar Enrollment Centres are not opened during lockdown period due to COVID – 19 as only essential banking services are available at Branches.

 

Q: Is, there any additional incentive for BCs during this difficult period?

Yes, to encourage the BC agents to extend their services during this difficult period, Bank has decided to incentivize them by paying Rs. 100/- per day to every active BC agents as Transaction incentive for extending services from 10:00 AM to 5:00 PM by performing minimum 5 transactions and also an additional incentive of RS.2/- for BCAs above 50 transaction per day. This facility will be available till 14.04.2020.

 

Q: Is, there any difficulty in opening of BC Points during Lockdown due to COVID-19?

Our BC points are properly functioning at mostly places.

Digital Products

Q: Which are the different digital products that can be used during COVID-19 outbreak?

A: Debit card, Internet Banking (MahaConnect, MahaSecure) Mobile Banking (MahaMobile) and UPI (MahaUPI).

ATM

Q: What is the Hygiene to be followed during withdrawal of Cash at ATM?

A: As per IBA directive, following Hygiene to be followed by customers -

  1. Customers are advised to clean hands with sanitizer while entering any ATM for withdrawal of Cash from ATM
  2. To safeguard the customers from COVID-19 Virus, all our ATM machines are sanitised once in a day.
  3. Do not visit an ATM if customer have cold, cough and fever. Seek medical help.
  4. Cover nose and mouth with mask/handkerchief while sneezing and coughing.
  5. Cooperate with bank staff/customers to maintain hygiene of the ATM site.

 

Q: How to locate nearest ATM?

You may search for nearby Branches or ATM using Locator in M-connect plus / BHIM Baroda Pay/ Bank's Website.

Debit card

Q: What are the salient features of our Debit card?

  • Mahabank RuPay/VISA Debit card gives you the freedom to access your savings at any RuPay/VISA accredited Merchant Establishment or ATM.
  • This card allows you to purchase goods at retail outlets and withdraw cash from ATMs in India and abroad.
  • Direct on line debit to your savings account.
  • Round the clock cash withdrawal facility up to Rs 20000/- ATM , Rs 2000/- Cash POS in tier 3 to 6 village and Rs. 1000/- in Tier 1 and 2 city.
  • No joining fees.
  • Completely safe and secure.
  • Accidental insurance coverage for RuPay card holders upto Rs 2,00,000/-

 

Q: What are the guidelines for the card holders?

  • The maximum limit for cash withdrawal is fixed at Rs.10, 000/- for other Bank card holders/customers at this Mahabank ATMs.
  • The maximum limit for cash withdrawal using Mahabank ATM card holders on other Bank ATMs is also restricted to Rs.10,000/-
  • Annual Maintenance Fee for ATM cum Debit Card will be charged Rs. 100 plus GST from second year onwards (w.e.f. 01-03-2014).

 

Q: Are there any charges levied for ATM withdrawal at other Bank's ATM

The Debit Card charges are NIL for retail users for 3 months w.e.f. 21.03.2020

 

Q: What are the steps to generate Green PIN my debit card?

The steps to be followed for generating “Green Pin” for New Debit Cards are mentioned below:

  1. Visit any nearest Mahabank ATM after 3 hours of receipt of the Debit Card from the branch.
  2. Insert card in Mahabank ATM and select option “Re-pin Request” visible in left pane of the screen.
  3. After selecting the option, Please press Confirm.
  4. System will verify the mobile number and after successful verification, OTP will be sent to registered mobile number after 8 hours. This OTP will be valid for 24 hours.
  5. After receipt of OTP, visit any Mahabank ATM for setting of Pin.
  6. Insert the card in Mahabank ATM and select option “Activate New Pin” visible in left pane of the screen.
  7. Then system will prompt to enter the OTP.
  8. After validation of OTP, ATM will prompt to set 4 digit new pin.

 

Q: How to block my debit card?

You may block your debit card by calling on the customer care number present at the backside of the credit card or through our bank’s digital channels –Internet Banking and Mobile Banking.

Internet Banking

Q: How to reset Login and/or Transaction Password?

A: Click on 'Forgot Password' link provided on the login page. Input the details requested and submit. If the data entered by you found valid and correct, we will generate a new password for you.

 

Q: How to reset User ID?

Contact your branch to know your User ID or You may contact Internet Banking Cell on the numbers given below or you can mail us on mahaconnect@mahabank.co.in mentioning your contact number in the mail.

 

Q: How to handle 'Enter correct Login Id and/or Password' error?

This means Login Id or Password you are entering is not correct. Please re-check Login Id/ Password. Please check the CAPS Lock status on your keyboard because Password is case sensitive.

 

Q: How to handle 'Invalid Password - Try Again’ error?

This means Password you are entering is not correct. Please re-check Password. Please check the CAPS Lock status on your keyboard because Password is case sensitive.

 

Q: How to handle 'User already logged on, try logging in after closing the current session' error?

This means that you are already logged in successfully and that session is running OR your last session was ended/terminated abruptly by you (i.e. you have not done proper logout). Please wait for 20 minutes and try to login again.

 

Q: How to handle 'Exceeded maximum number of tries, so the User Id has been locked' error?

This means that you have entered the wrong password 3 times, so your Internet banking account is locked. Please click the 'Forgot Password' link to regenerate the password. If you remember the password contact Internet Banking Cell to get your account unlocked.

 

Q: How to handle 'User has not logged in within dormant period from date of activation' error?

This means that you have not logged in within 60 days from date of activation. It is necessary for the user to log in within 60 days from the date of activation otherwise your account will become dormant. Please contact Internet Banking Cell to make your account active.

You can mail us on mahaconnect@mahabank.co.in mentioning your contact number in the mail.

 

Q: How to handle ‘Request could not be processed’ error?

Delete temporary files after that error “Request could not be processed" will not come. Path- click on start>> Type %temp% >> Delete all temporary files

 

Q: How to handle 'Issue with Mahasecure activation’ error?

Mail to mahasecure@mahabank.co.in with following user information-

  1. Account number & Name
  2. User ID (retail user) and Corp ID & user ID (corporate user)
  3. Registered mobile number.

Mobile Banking

Q: Is Mobile Banking Services Available 24/7?

A: Yes, Mobile Banking Services are available 24/7.

 

Q: zWhat are the essential services available under Mobile Banking?

  1. Fund transfer (Within Bank/NEFT/IMPS).
  2. Bill Payment (Electricity/Gas/Water/Telecom/Insurance/Tax/Credit Card)

Various other services such as Card services, Transaction search, Statement of account request, cheque book request, cheque Status Enquiry, Stop Cheque and TDS enquiry are also available for customers to fully utilise the Mobile Banking channel.

 

Q: What are the limits and how to increase them?

For IMPS/NEFT/Utility Bill Payment, per day limits is Rs. 50,000/-.

For IMPS (P2M) per day limit is Rs. 5000/-.

No limit on own accounts.

 

Q: Can I control the use of Debit Card from Mobile Banking?

Yes, you can control many operation of Debit Card like, debit card blocking, debit card pin regeneration, warm listing (temporary block) and unwarm listing (remove block).

 

Q: Does customer need to have a bank account for availing Mobile Banking?

Yes, the customer needs to have a bank account with the bank which has enabled this facility.

 

Q: How can I register/activate myself for m-Connect+ without visiting branch?

Send an SMS MAHAMOBILE TO 9223181818 to get the download link or find us on the app stores.

 

Q: Can I operate Cheque based transactions?

You can give new request to issue cheque book, check the status of already issued cheque and even you can initiate stop payment of issued cheque.

 

Q: 8. If customer facing following issue:- “While registering receiving error as “Your mobile number is not registers”

While registering, upon submission of account number and mobile number by customer, application verifies customer’s registered mobile number and account number. Once it is verified, then user gets activation code on his registered mobile number through SMS and CIF will get mapped in user activation form, after activation code verification, user will get 3 options for registration.

Customer received above message in case:

  • If customer is using unregistered Mobile number for mobile banking app registration.
  • If customer using dual SIM phone and register SIM is not in SIM1 slot.

 

Q: Can I apply for a new cheque book?

Yes, You may apply for a new cheque book using our bank’s MahaMobile banking application.

 

Q: How to check the status of my cheque?

You may check the status of your cheque using bank’s MahaMobile banking application. You may also request new cheque book if you have exhausted all leaves

UPI

Q: How to do registration in the UPI application?

A: Mobile user has to send an SMS through the application by selecting ‘send SMS’ option. The OTP will be sent to verified mobile number. OTP validation will be done. Enter first name, last name, email ID. After the successful registration, confirmation will get displayed.

 

Q: How to set Application PIN in the UPI application?

After the registration, user can set the desired application PIN and confirm the same by re-entering it.

 

Q: After how many wrong attempts application password get blocked?

After 5 wrong attempts, the account will get blocked to 24 hours.

 

Q: How do I lodge compliant regarding UPI application?

To lodge a complaint go to the side drawer, select the compliant option. If user already lodged a complaint, then the list will appear on screen. To lodge a new compliant, select + icon on the screen. Enter email ID, subject and description after the submission, the compliant will get displayed in the list.

 

Q: How to set payment address?

After the login, user can set his payment address by entering the desired payment address. Payment address should include a-z, A-Z 0-9, - (hyphen) e.g. Raj123@mahb

POS (Point of Sale)

Q: My terminal is faulty, whom shall I contact?

A: 1ONGO machine : Please furnish your MID & TID/ Account number and details of the issues facing with the POS Machine and raise a request through our vendor for technical assistance by sending E-mail at itsl.helpdesk@agsindia.com & trupti.dalvi@indiatransact.com. Alternatively, you can register the compliant by calling the Toll Pay No. / Customer Care No.18002669793. The request shall be attended and compliant ID will be shared to you.

AIRPAY machine: Please furnish your MID & TID/ Account number and details of the issues facing with the POS Machine and raise a request through our vendor for technical assistance by sending E-mail at pos.support@airpay.co.in.

 

Q: I would like to order some terminal paper rolls. Whom shall I contact?

You may raise a request to our vendor through e-mail at itsl.helpdesk@agsindia.com & trupti.dalvi@indiatransact.com or by call log at their Toll Pay No. / Customer Care No. 18002669793. Your request shall be attended & resolved at the earliest possible.

 

Q: My terminal is offline, how do I accept transactions?

We request & recommend restarting the terminal and trying again. However, if the issue still persists, you may raise a request to our vendor through E-mail / call log as illustrated above at Point No. 1.

 

Q: Where shall I approach for my other queries / support as Toll Free No. 1800223225 is closed?

As a precautionary measure, Toll Free No. 18002669793 is closed. However, you can raise your query / request at E-mail id: moumita.paul@mahabank.co.in. The same shall be attended with resolution.

 

Q: How & When will I get my payment for the transactions done at POS / QR?

We will process the transactions done & settled by you on T+1 basis (except in situation beyond the control of Bank) and accordingly your Bank Account shall be credited.

RTGS / NEFT / IMPS

Q: Where to contact for RTGS/IMPS transaction issues?

A: The contact numbers for Customer grievances are given below:

 

Q: What are the different digital channels through which NEFT/IMPS transactions can be initiated?

NEFT/IMPS transactions can be carried out through Bank’s Internet Banking and Mobile Banking digital channel.

 

Q: What are the charges levied for online NEFT/IMPS transactions

The NEFT/IMPS charges are NIL for retail users for 3 months w.e.f. 21.03.2020 carried out through Bank’s Internet Banking and Mobile Banking digital channel.

SPGRS Portal (for Complaints)

Q: Where to lodge a complaint?

A: All digital complaint must be invariably lodged in SPGRS. (https://www.bankofmaharashtra.in/pgrs/default)

 

Q: How to know resolution status of a complaint?

SPGRS to be checked by providing the Compliant ID / Tracker Number.

 

Q: How to check status of complaint in SPGRS?

After login click on track complaint status and check the status with help of complaint ID.