Topic: Analytics AI ML based solutions

Product: Analytics AI ML based solutions

1. Where from we can get the data for smooth Incumbency of Branch. Is there any Handbook for
the Branch Incumbents.
Kindly use INFORMATION REPOSITORY- PNB 360 for the relevant data relating to the branch. For
details please refer to Operations Division (General Banking) Circular No. 06/2022. The Ready
Reckoner for the Branch Heads is available in the e circulars==> Knowledge
Repository==>Manuals==>LKMC.
Reply as on : 15.04.2023, Reference : Operations Division (General Banking) Circular No. 06/2022
and Ready Reckoner for Branch Heads.

Topic: Budget, Planning and Economics

Product: Budget, Planning and Economics

1. Kindly provide circulars for Various Expenditure Heads to book expenses in correct
expenditure heads please.
Please refer to GSAD CIRCULAR NO: 38 /2021 GSAD FINANCIAL POWERS & MISCELLANEOUS
DISCRETIONARY FINANCIAL POWERS and co-relate the same with Revenue of the Branch. For
newly devised expenditure heads Divisions are issuing the circular e.g. MSME DIVISION CIRCULAR
NO. 52 / 2022 REG: EXPENDITURE HEAD FOR GUARANTEE FEE OF CGTMSE IN NPA
ACCOUNTS, SASTRA DIVISION CIRCULAR NO. 54/2022 EXPENDITURE HEADs FOR PAYMENT
OF FEES/COMMISSION TO RECOVERY AGENCIES, RESOLUTION AGENTS, SUPPORTING
AGENCIES, DETECTIVE AGENCIES & CORPORATE BCs etc.
Reply as on : 06.04.2023, Reference : GSAD CIRCULAR NO: 38 /2021 GSAD FINANCIAL POWERS
& MISCELLANEOUS DISCRETIONARY FINANCIAL POWERS

Topic: Credit excluding retail and agriculture

Product: Credit excluding retail and agriculture

1. "Can we provide OD facility to educational institutions running as Trust welfare society with
Immovable property secured as collateral which is also on trust name."
"Kindly refer LA Cir 44/2023, No fresh exposure is to be taken in case of Educational Institutions upto
field level. However CHCAC & above may consider fresh exposure upto their vested loaning power
subject to obtainment of minimum collateral prescribed."
Reply as on : 17.04.2023, Reference : LA 44/2023
2. "Please clarify the processing fee charged in term loan account opened under LOAN
GUARANTEE SCHEME FOR COVID AFFECTED SECTORS (LGSCAS) –HEALTH CARE SECTOR,
as per LOANS & ADVANCES CIRCULAR NO. 126 / 2021. "Processing fee shall be Nil for the
first year of finance. Normal charges shall be applicable subsequently." Kindly clarify what
charges to be taken under processing fee for Term Loan under the scheme. whether 50 percent
charges to be paid or not."
"In case of Term Loan / Bank Guarantee / Letter of Credit, concession upto 50% on applicable
charges shall be available. Further concession in service charges may be permitted by competent
authorities as per extant guidelines"
Reply as on : 17.04.2023, Reference : LA 126/2021
3. "As per la cir 63/2022 weather Interchangeability Between Limits charges New Addition 0.10%
of interchangeable amount subject to minimum 2,000/- and maximum 5,00,000/- is applicable in
case of ccoth limits changed to ccmpp (prime plus)."
 "No, CC limit converted under Prime Plus is not interchangeability, hence, charges not applicable."
Reply as on : 15.04.2023, Reference : LA 63/2022
4. "The power for enhancement within 6 months of fresh sanction/ enhancement under genuine
cases falls in power of ZOCAC(Upto the level of CHCAC). Whether the enhancement guidelines
are applicable for Cash credit as well as term loan or applicable only for CC limit?"
"In our view, Enhancement is applicable for working capital limits only."
Reply as on : 15.04.2023
5. "DEar sir, How should we extract the Credit Information report of foreign directors of the Indian
company. please quote the circular, if any"
"Kindly refer LA 12/23, No specific guidelines mentioned."
Reply as on : 13.04.2023, Reference : LA12/23
6. "Whether UDYAM Adhaar is mandatory for all MSME Loans ? or is there any relaxation form
small msme loans upto Rs 2.00 Lakh ? kindly guide"
"As per MSME cir 57/2022, it has been decided by CGTMSE by Circular No.206 / 2022 – 23 dated
October 17, 2022 that obtaining URN by the borrower shall be made mandatory for getting guarantee
coverage under Credit Guarantee Scheme of CGTMSE."
Reply as on : 13.04.2023, Reference : MSME 57/2022
7. "Can we do payment in cash credit account to the properitor in cash."
"There can be no uniform rule regarding this and the decision will depend upon case to case and the
nature of business the borrower is engaged in. For example, if a MSME unit hires daily wage
contractual labour on ongoing basis and the wages in cash have to paid daily, he needs cash for this.
Same if some inputs are available only on cash payment basis. So, proper justification should be there
before allowing cash payment."
Reply as on : 12.04.2023
8. "Please provide circular NO for financing Commercial vehicle to public"
"PNB Transport Scheme, MSME Div Cir 26/2020"
Reply as on : 12.04.2023, Reference : MSME 26 /2020
9. "In case of fresh MSME working capital proposal where borrower has not availed any facility
from any bank till date and first time applied for loan from our bank. Then how do we ensure
ICR in the caseAs in last audited or latest provisional no interest component is present in Profit
and loss and ICR comes to infinity. can we consider it as complied or not complied?"
"In terms of Obtention of Financials Policy of the Bank if the loan is processed upto September and the
firm is existing then benchmark ratios shall be calculated on the basis of Audited financials/Prov
financials. Keeping in view of this in your case ICR shall be treated as complied, however, the same
shall also be co-related with ICR for projected financials also and ICR in the projected financials also
ICR shall be within norms."
Reply as on : 12.04.2023
10. "Procedure to lodge claim under NCGTC / CGFMU. Who will lodge the claim
BRANCH/CO/HO."
"Please refer MSME cir 61/2021, PROCEDURE FOR FILING AND SETTLEMENT OF NCGTC
CLAIMS UNDER EMERGENCY CREDIT LINE GUARANTEE SCHEME (ECLGS)"
Reply as on : 11.04.2023, Reference : MSME 61/2021
11. "Wrt. LA 44/2023, Point 3 under modifications. Kindly clarify that whether CC enhancement
within 6 months from the date of renewal of CC limits at existing level, too is covered under
the 6 months criterion or not?"
 "NO, the same is related to the power for enhancement within 6 months of fresh sanction/
enhancement under genuine cases."
Reply as on : 10.04.2023, Reference : LA 44/2023
12. "One of our customer want to enhance his cc limit and previous valuation was done on Nov
2019 with realizable value of Rs.25.lakh and now latest valuation has been done by branch
with R.V. 40lakh. Plp Ram said that cc limit could not be enhanced due to valuation cannot be
done within Five year. Please guide us about whether limit can be enhanced or not."
"As per bank s valuation policy, if the limits of the account are upto Rs 1 CR, then valuation of IP
need to be done in 5 years, hence in your case fresh valuation before 5 years is not acceptable."
Reply as on : 07.04.2023, Reference : LA 43/2023

Topic: Fintech, Digital bank and E-com

Product: Alerts

1. If a customer requests us to change his registered mobile number in ALERTS, are we allowed
to deduct charges for changing his mobile number ?
No charges are applicable to the customer for change of mobile number. Refer IRMD L&A Cir No.
207/2021 for Service Charges.
Reply as on : 19.04.2023, Reference : IRMD L&A Cir No. 207/2021
2. Can we add mobile number through alerts in account of illiterate customer.
There is no restriction on registration of Illiterate customer for SMS Alerts Services in any of the
Circulars related to SMS Alerts.
Reply as on : 19.04.2023

Product: ATM/ BNA

1. Where to find ATM Error Codes?

On PNB Knowledge Centre Site, click on the link- Circulars>>Division wise Circulars >>Select Division
(DBD)> Select Sub Division (DBD) >> Special Links >> Click on Plus Button. You will find the
document containing ATM error codes here.
Reply as on : 19.04.2023, Reference : Special Links - DBD Circulars

Product: Bharat QR

1. How to issue Bharat QR Code to the Customer?

Detailed process for issuance of Bharat QR Code, is given in Credit Card Division=> MERCHANT
ACQUIRING CIRCULAR NO. 15/2018 and 16/2020. Please visit the same.
Reply as on : 19.04.2023, Reference : CREDIT CARD- MERCHANT ACQUISITION CIRCULAR NO
15/2018, 16/2020.
2. Can we generate QR Code for the customers not having smart phones. This is required for
street vendors who have been financed under PMSVANIDI SCHEME and Govt of India has
launched "Main bhi Digital"
Complete process for issuance of QR Codes to Street Vendors under PMSVANidhi is contained in
Credit Card Division- Merchant Acquiring Business Circular No 17/2020 dated 29-07-2020.
Reply as on : 19.04.2023, Reference : Credit Card Division- Merchant Acquiring Business Circular No
17/2020

Product: Credit Card/ POS

 1. I have forgotten my Credit Card PIN. How can I get duplicate PIN?
For PIN generation, send CARDPIN space Last 6 digits space DOB in ddmmyyyy format to
7092200200. You may also download PNB Genie Mobile app, wherein the feature of generation of
Credit Card PIN in real time is available.
Reply as on : 19.04.2023
2. How to surrender POS machine?
Menu option is POSD. Please refer to Credit Card Division ==> MERCHANT ACQUIRING BUSINESS
CIRCULAR NO 20/2020 for details.
Reply as on : 19.04.2023, Reference : CCD/ MAB/20/2020
3. How to issue PoS Machine to the Customer?
Detailed guidelines regarding PoS Machine have been circulated vide Credit Card Division >>
MERCHANT ACQUIRING BUSINESS CIRCULAR NO 19/2020. Please visit the same.
Reply as on : 19.04.2023, Reference : Credit Card Division >> MERCHANT ACQUIRING BUSINESS
CIRCULAR NO 19/2020
4. Generation of pre-filled Credit Card application has been enabled in CBS. After verification of
the application in menu option CCAPP, system displayed a link: "Click Here to Print". We could
not take printout from there. What is the option to print the pre-filled application now.
The application can be printed by selecting Function "P"- Print Application under menu option CCAPP.
Reply as on : 19.04.2023, Reference : Credit Card Division CIRCULAR NO 10/2022

Product: Cyber Crime

1. Where can I find SOP for handling unauthorized ATM/PoS transactions in the account?
It is available on e-Circular site under the link - Knowledge Repository>> Standard Operating
Procedures>> FRMD.
Reply as on : 19.04.2023, Reference : SOP

Product: Debit Cards

1. After issuing NCMC Card, a current account is being displayed to the customer in Internet
Banking. Please guide?
NCMC cards are dual interface cards having features of both Debit Card and Prepaid Cards. While
the Debit Card portion is linked with account, a separate account is opened for prepaid portion for
maintaining transaction details /accounting purpose. Please guide the customer accordingly.
Reply as on : 19.04.2023
2. Can we issue Mastercard Debit Cards ?
Bank has allowed issuance of Mastercard Debit Cards and Pre-paid cards vide RLBD Debit Cards and
Prepaid Cards Circular No 02/2022
Reply as on : 19.04.2023, Reference : RLBD Debit Card and Prepaid Card Circular No 02/2022
3. Which all variants of Mastercard Debit Card are available for issuance and where can we get
the Card sub type to be entered in DCARD ?
The variants and corresponding Card Sub Types to be entered in DCARD, for Mastercard Debit
Cards, are mentioned in RLBD Debit Card and Prepaid Card Circular No 02/2022
Reply as on : 19.04.2023, Reference : RLBD Debit Card and Prepaid Card Circular No 02/2022
4. Debit Card issued in Staff OD Account does not allow to withdraw cash. Please guide.
In terms of RLBD Debit Card and Prepaid Card Circular No 01/2022, issuance of debit cards is
 discontinued in loan accounts/ OD Accounts (including Staff OD Accounts)/ CC Accounts w.e.f.
01.07.2022. The debit cards issued in such accounts prior to 01.07.2022 will continue to be free.
However, only non cash transactions would be permitted in these cards till their validity.
Reply as on : 19.04.2023, Reference : RLBD Debit Card and Prepaid Card Circular No 01/2022
5. Customer is trying to generate OTP for generation of Green Pin. But, OTP is not delivered
despite the message as OTP will be delivered shortly. What to do to resolve the problem ?
Run DCARD > O with card number and try DCPIN after 24 hours.
Reply as on : 19.04.2023, Reference : RLBD Debit Card Circular No 03/2022
6. Customer is not able to register in UPI or getting the message Card details are invalid,
whereas, the card details entered by the customer are correct. How to resolve ?
Please run DCARD->O with card number.
Reply as on : 19.04.2023, Reference : RLBD Debit Card Circular No 03/2022
7. Customer is getting the response code 057 in ATM. What to do ?
Please check if the account is in freeze or dormant or Non KYC.
Reply as on : 19.04.2023, Reference : RLBD Debit Card Circular No 03/2022
8. Customer is getting the response code 012 in ATM. How to resolve ?
Chip of the card is not being read properly. Please ask customer to try in another ATM. Even after this,
if card is not working, pleaseissue new card to the customer.
Reply as on : 19.04.2023, Reference : RLBD Debit Card Circular No 03/2022
9. How to track personalized debit card ?
Tracking details (Speed Post tracking id) of debit cards can be checked from DCMS portal. This facility
is available for only those cards which are applied after 02-06-2022.
Reply as on : 19.04.2023, Reference : RLBD Debit Card Circular No 03/2022
10. Can branches issue Non personalized Debit Cards
Yes. Issuance of Non Personalized Debit Cards is allowed from all branches. In case of non-
availability of non-personalized Debit card stock, the stock may be reallocated from nearby branches
which are having surplus stock. At the time of issuance of non -personalized Debit Cards, instruction
contained in HO: DBD Circular No. 45/2022 are to be meticulously followed.
Reply as on : 19.04.2023, Reference : RLBD Debit Card Circular No 05/2022
11. Can Debit Card/ Prepaid Card be issued from non- base Branch ?
Debit/ Pre Paid cards, duplicate and add on cards can be issued to customer through any Branch.
For mandatory stipulations and step by step process, please refer DBD Circular No 45/2022.
Reply as on : 19.04.2023, Reference : DBD Circular No 45/2022
12. How can customer recharge the Wallet part of NCMC Debit Card ?
Customer can recharge/ load the wallet/ prepaid part of the NCMC Debit Card (1) at the merchant
location by paying cash or (2) through PNB Internet Banking by following the navigation: MANAGE
ACCOUNTS >> ON NATION ONE CARD >> RECHARGE CARD.
Reply as on : 19.04.2023, Reference : RLBD (Debit Card) Circular Number 08/2022
13. Can an illiterate person avail Debit card?
In terms of Debit Card Policy issued vide RLBD (Debit Card) Circular Number 07/2022, card may be
issued to the illiterate customer, but customer should be guided about all the related risks associated
with the card and also be educated about safeguards.
Reply as on : 19.04.2023, Reference : RLBD (Debit Card) Circular Number 07/2022
14. How to reset PIN for PMJDY card. what is the menu?
 PMJDY card holder can reset the Debit Card PIN through various channels available (as per DBD
Circular No 39/2021), if the mobile number is registered in CBS. In case Mobile number is not
registered, then the request for paper PIN shall be lodged by the branch user in CBS through menu
PINREQ. The paper PIN shall be dispatched to the branch address.
Reply as on : 19.04.2023, Reference : DBD 39/2021
15. Rupay Insurance Programme 2023-24 for Debit Card holders
Please refer RLBD Debit Card Circular No 03/2023
Reply as on : 19.04.2023, Reference : RLBD Debit Card Circular No 03/2023
16. Accidental insurance on Rupay Classic Card?
Insurance Cover on RuPay Classic Cards has been discontinued. Refer- DBD Cir No. 38/2022
Reply as on : 19.04.2023, Reference : DBD Circular No-38/2022
17. Accidental Insurance on Master Debit Cards and Visa Debit Cards
In terms of DBD Circular No 38/2022, there is no insurance programme available for MasterCard
Debit Card (all variant) and Visa Debit Card (all variant) holders.
Reply as on : 19.04.2023, Reference : DBD Circular No-38/2022
18. Various type of debit cards
Please refer to Page number 11 of RLBD (Debit Card) Circular No 07/2022 for the types/ variants of
Debit Card being issued by our Bank.
Reply as on : 19.04.2023, Reference : RLBD (Debit Card) Circular Number 07/2022
19. I am living abroad. I am not able to generate OTP for setting Debit Card PIN, since the short
code 5607040 is not accessible to me.
Please use number 9264092640 instead of 5607040. You may send SMS using syntax - DCPIN
space Debit Card number to 9264092640.
Reply as on : 19.04.2023
20. How to unblock a debit card blocked through call centre/ by branch
Card once hot-listed can not be activated. Customer needs to apply for a new card
Reply as on : 19.04.2023
21. Enabling E- Commerce, contactless and international transactions on Debit cards
As per RBI guidelines, Debit Cards will be issued with Ecom / Contactless transaction and
International usage facility disabled by default. The same can be enabled (for eligible cards) by the
customer himself / herself through various channels viz; IBS / MBS / ATM & IVR. Branches can
enable the same upon customer’s request in DCMS Branch Portal.
Reply as on : 19.04.2023, Reference : DBD Circular No 48/2021 and RLBD (Debit Card) Circular
Number 07/2022

Product: Fintech, Digital bank and E-com

1. How to perform ATM/ BNA EOD / problems in EOD of ATM/ BNA machine.
Standard Operating Procedure (SOP) on EOD of ATMs and BNA machines is placed on
KNOWLEDGE CENTRE- KNOWLEDGE REPOSITORY- SOPs- DBD. Also, please refer DBD Circular
No 58/2021 regarding implementation of Cassette Swap method of cash replenishment in Branch
Managed ATMs and BNAs.
Reply as on : 19.04.2023, Reference : SOP- DBD- ATM EOD; DBD Circular No 58/2021

Product: Internet Banking

1. Customers eligible for issuance of Retail/ Corporate IBS.
Retail Internet Banking Service is allowed to Individual/ Joint Account Holders (singly operated
accounts) and Corporate IBS is allowed for Sole Proprietorship/ Partnership/ Pvt Ltd/ Public Ltd/
Trusts/ HUF/ Societies & Others. Sole Proprietors can also self register on IBS Retail.
Reply as on : 19.04.2023, Reference : SOP- DBD- Internet Banking; DBD Circular No 49/2022
2. How can we use PNB IBS Shield Admin for reseting of IBS security questions of a customer.
We have id and password of PNB IBS Shield Admin but we are unable to use this. Please guide
.
Detailed Process with Screenshots is given in DBD Cir No. 43/2013. Please visit the same.
Reply as on : 19.04.2023, Reference : DBD 43/2013
3. Can corporate banking facilities be given to Intersol Customers that means customer not
maintaining account with us please guide is it intersol facility
In terms of DBD Circular no 61/2015,customer can visit any nearest branch for corporate Internet
Banking Registration
Reply as on : 19.04.2023, Reference : DBD 61/2015
4. PNB Corporate Net Banking. User is disable for SMS OTP access mode. What is the solution?
If the issue pertains to Admin User, follow these steps: In Relationship Manager portal, Go to on
Corporate administration tab>> User Maintenance>> Enable/Disable and enable the OTP Mode.
Other User will verify the record in Bank User Approval tab. However, if OTP mode of any C-User has
been disabled, Admin User may enable the User in Corp Admin> User Maintenance> Enable/ Disable.
Reply as on : 19.04.2023, Reference : ITD CBS Cir No. 15/2015, DBD 61/2015
5. While doing transaction through Corporate Internet Banking (in CC ACCOUNT)ERROR SHOWS
AS "LIABILITY EXCEEDS GROUP LIMIT(MANAGER)" PLEASE GUIDE.
Please check the Limit Node for CC Account. The "Loan Type" flag should be set as "Revolving" in
case of CC Account. Process document with screen shots is available as under: CBS HOME PAGE
>> IMPORTANT LINKS >> FINACLE 10x FAQs >> LIABILITY EXCEEDS GROUP LIMIT PROCESS
DOCUMENT.
Reply as on : 19.04.2023
6. Request you to kindly guide on how to reset password of Corporate Internet banking?
In case the Admin user has forgot the password, obtain form PNB 1213 and issue a new password in
RM Corproate by visiting the link- Corporate Onboarding>> Link Preprinted Password. In case the C-
User needs a new password, the Admin User can reset his password in his own User ID. For details,
please visit ITD CBS Cir No. 15/2015.
Reply as on : 19.04.2023, Reference : ITD CBS Cir No. 15/2015
7. Facility of upload of transactions in IBS Corporate
Please refer DBD Circular No 30/2016. Further, Bank also provides Facility of Automated Bulk File
Upload Payment to select customers, for which matter needs to be taken up with DBD: HO. Please
refer DBD Circular No- 46/2018 on this score.
Reply as on : 19.04.2023, Reference : DBD Circular No 30/2016 & 46/2018
8. Can I set my own daily transaction limit in Retail Internet Banking?
Yes, you can set your daily transaction limit, maximum Rs. 15,00,000/- through the link of “Set Limits”.
Reply as on : 19.04.2023
9. Earlier I had the “View only” facility but now I want to have “Transaction facility” also. What is
the procedure?
There is a link “Enable Transaction Facility”, provided for this purpose on the first page itself, from
 where you can enable transaction facility and set your transaction password.
Reply as on : 19.04.2023
10. What if my user ID is expired due to not using it for long?
User ID gets expired if a person does not login to Internet Banking Account even once during first
180 days of registration. In such case, you have to reset your Login and Transaction passwords both,
through the link “Forgot Password” available on the Login Page.
Reply as on : 19.04.2023
11. Can customer limit online premature closure of FD/ availing overdraft facility against FDs
online?
Yes. Under the Safety Ring Functionality provided by the Bank, customer can limit online premature
closure of FD/ availing overdraft facility against FDs online. The functionality can be availed in IBS >>
Login >> Value added services >> Emergency services >> Safety Ring; or in MBS >> Login >>
Safety Ring. On customer's request, the branch can also set/modify/ cancel Safety Ring through
menu option FDRSAFE.
Reply as on : 19.04.2023, Reference : Operations Division: General Banking Division Circular No
05/2023
12. What are the channels/ modes available for loan account holders of our Bank to pay TL
installments ?
In addition to the facility of deposit through Branch, loan repayments may be made Online through (1)
Internet Banking (2) PNB One. However, for both above channels, loan account and deposit
accounts need to be with our Bank. To overcome this limitation, Bank has added two new channels
to facilitate loan repayment in TL Accounts from deposit accounts maintained with other Banks also:
(1) through BBPS (2) Through PNB Corporate Website.
Reply as on : 19.04.2023, Reference : DBD Circular No 27/2022
13. Are there any charges on fund transfer through IMPS?
IMPS upto Rs. 1000 is free. Thereafter, charges are applicable. For more details, please refer DBD
Circular No 26/2022
Reply as on : 19.04.2023, Reference : DBD Circular No 26/2022
14. Does PNB provide the facility of cardless cash withdrawal
Yes. Customers registered for IBS or PNB One and maintaining debit card eligible accounts, are
eligible for card less cash withdrawal. Reference number and TPIN may be generated through IBS
Retail or PNB One, and thereafter, cash can be withdrawn from any PNB ATM through the
Reference Number and the TPIN.
Reply as on : 19.04.2023, Reference : DBD Circular No 28/2022
15. Can PNB Fastag be issued/ recharged online?
The facility to recharge FASTags as well as apply new tag online is available in the mobile app: PNB
Fastag. The facility to recharge FASTag has also been made available on Retail Internet Banking
and the customer can recharge FASTags issued through Finacle using the same.
Reply as on : 19.04.2023, Reference : GBD Circular No 110/2021
16. Please share circular for Internet Banking Users on using Corporate Internet Banking?
Demo Videos are placed on Pre-login Page of Internet Banking website for Corporate Users. Please
guide the customer to visit the same.
Reply as on : 19.04.2023
17. One of our customer is facing issue in Internet Banking. His User ID has blocked due to
Security Reasons. What can be done?
 User-Id gets locked due to security purpose in IBS Shield on account of wrong answers for challenge
questions. In terms of DBD Cir No. 50/2015, User may try to login after 24 hours and he/she will be
forced to change the Login & Transaction passwords and set the other IBS Shield credentials such
as- Image, Phrase & Challenge questions. In case of urgent need, Branch may unlock/unenroll the
User in IBS Shield. 'Detailed Process with Screenshots is given in DBD Cir No. 43/2013. Please visit
the same.
Reply as on : 19.04.2023, Reference : DBD Cir No. 43/2013, 50/2015
18. Customer has forgot his security answers. How can he change the security answers?
Security Answers cannot be changed through Internet Banking. Customer may approach Branch and
branch on request of the customer may un-enroll him in Non-CBS Application -IBS Shied. On
Subsequent login, system will prompt the user to set Security questions afresh. Detailed Process with
Screenshots is given in DBD Cir No. 43/2013. Please visit the same.
Reply as on : 19.04.2023, Reference : DBD Cir No. 43/2013
19. IN CORPORATE NET BANKING ALL BENEFICIARIES CAN BE VIEWED BY ALL USERS, ANY
OPTION AVAILABLE FOR BENEFICIARY VIEW RESTRICTIONS I.E ONLY THE USER CAN
VIEW THE BENEFICIARIES WHICH IS ADDED BY HIM
While adding beneficiary, if the User selects Access Type - Global: Beneficiary added will be shown
to all the users; and in case he/she selects Access Type as Local : Beneficiary will be shown only to
the user who added.
Reply as on : 19.04.2023

Product: NACH

1. Customers who have taken loan from Punjab National Bank and submitted NACH mandate to
PNB for debiting the EMI from other Bank wants the facility of online cancellation of mandate.
Does the Bank provide the requisite facility ?
The facility is available on the Corporate Website of the Bank as under: https://www.pnbindia.in >>
Home Page >> E-Services >> Outward NACH Mandate Cancellation.
Reply as on : 19.04.2023, Reference : Operation Division/ EPS Cell Circular No 04/2021
2. How To Inquire Details Of NACH Transaction ?
Please Use Menu Option FPNACHI
Reply as on : 19.04.2023

Product: PNB One

1. Can a customer register/ update Nomination through digital channels ?

Yes. The facility of registration/ updation of Nomination has been made available on PNB One and
IBS. This feature is applicable to all self operated (single) deposit accounts (SB/ CA/ TD) of individuals
and sole proprietorship accounts.
Reply as on : 19.04.2023, Reference : Customer Care Centre Circular No 28/2022
2. When user tries to make transaction through PNB One, system prompts to set TPIN. Please
guide about it.
Bank has replaced the Transaction Password with Transaction PIN (TPIN) for PNB One. Users need
to set TPIN for making transactions. For more guidance, please refer DBTD Circular No 64/2022.
Reply as on : 19.04.2023, Reference : DBTD Cir. No 64/2022
3. Is Debit Card necessary for PNB ONE registration?
Self Registration for PNB One may be done online with or without Debit Card. For detailed process
 and eligibility for registration without debit card, please refer DBD Circulars No 71/2022. Also,
onboarding for PNB One cab be done using Aadhaar OTP. For detailed guidance, please refer DBD
Circular No 92/2022
Reply as on : 19.04.2023, Reference : DBD Circulars No 71/2022 & 92/2022
4. Can we transact through KCC account with mobile banking, as one of our customer is not able
to transfer funds from his KCC account in mobile banking?
No, in terms of DBD Cir No. 26/2020, the Accounts opened under this scheme are not accessible
through PNB ONE (Mobile Banking).
Reply as on : 19.04.2023, Reference : DBD Cir No. 26/2020
5. What is the process to cancel the scheduled fund transfer initiated through PNB One app?
Click on the Menu bar (three small lines appearing on the left hand top corner), then click on My
Transactions- Upcoming- select the scheduled transaction that is to be stopped- then click on STOP.
thereafter, system will ask remarks and the Transaction password. On completion, the scheduled
transaction will be stopped.
Reply as on : 19.04.2023

Product: Prepaid Cards

1. How to revalidate the old Uphaar prepaid card?

Only the purchaser of the Card can get the Uphaar Card revalidated. On receipt of request from the
customer, Branch will issue a new card in lieu of old card using menu option PPRISS Refer -DBD
Circular No-36/2020
Reply as on : 19.04.2023, Reference : DBD Circular No-36/2020
2. Please guide the CBS functionality regarding Prepaid Cards.
Please refer DBD Circular No 30/2019
Reply as on : 19.04.2023, Reference : DBD Circular No 30/2019
3. How to surrender the Uphaar prepaid card?
The Uphaar Cards can be surrendered through Menu Option PPSUR. It is to be strictly ensured that
funds are transferred back to source account (account from where the Uphaar Card was loaded) after
taking consent of the card holder.
Reply as on : 19.04.2023, Reference : DBD Circular No-64/2021

Product: UPI

1. Can UPI PIN be set through Virtual Debit Card

Yes. For this, first set the PIN of the Virtual Debit Card through PNB One or Internet Banking. Then the
Virtual Debit Card can be used to set UPI PIN.
Reply as on : 19.04.2023, Reference : DBD Circular No 09/2023
2. How to Block/ Unblock UPI Functionality through Branches?
Menu option is UPIBLOCK. Please refer DBD Circular No 20/2020
Reply as on : 19.04.2023, Reference : DBD Circular No 20/2020
3. Transaction limits of Bhim PNB
Please refer DBD Circular No 06/2023
Reply as on : 19.04.2023, Reference : DBD Circular No 06/2023
4. I am not able to view my accounts in my BHIM PNB app?
BHIM PNB recognizes you with your mobile number. Please ensure that your mobile number, on
 which you have downloaded the app, is registered with your Bank account.
Reply as on : 19.04.2023
5. How to set UPI PIN on Bhim PNB?
Process with screenshots is given in DBD Circular No 45/2019
Reply as on : 19.04.2023, Reference : DBD- 45/2019

Topic: IT (CBS and Non CBS)

Product: IT (CBS and Non CBS)

1. How to waive Intersol (ISO) charges in CBS?

Use menu option ISOCR
Reply as on : 19.04.2023
2. How to waive Cash Handling charges/ other Non-Credit related service charges in CBS?
Use menu option CONCESS
Reply as on : 19.04.2023, Reference : RLBD Circular No 10/2023
3. Interest Table Codes applicable to fresh sanctions under MSME category?
Please refer MSME Division Circulars No 37/2022, 42/2022 and 18/2023
Reply as on : 19.04.2023, Reference : MSME Division Circulars No 37/2022, 42/2022 and 18/2023
4. Interest Table Codes applicable to Retail Loan Accounts?
Please refer RAD CIRCULAR No. 08/2023, 26/2023 and 32/2023
Reply as on : 19.04.2023, Reference : RAD CIRCULAR No. 08/2023, 26/2023 and 32/2023
5. Interest Table Codes applicable to Staff Loans?
Please refer ITD/ CBS Circular No- 06/2020
Reply as on : 19.04.2023, Reference : ITD/ CBS- 06/2020
6. Interest Table Codes applicable to Agriculture Advances
Please refer Agriculture Division Circular No- 02/2021 and 15/2023
Reply as on : 19.04.2023, Reference : Agriculture Division Circular No- 02/2021 and 15/2023
7. Interest Table Codes applicable to Rupee Export Advances linked to RLLR & MCLR
Please refer IRMD- Loans and Advances Circular No 58/ 2021 and 75/2022
Reply as on : 19.04.2023, Reference : LA- 58/2021 and 75/2022
8. Scheme code and Interest Table Codes for finance against LIC Policies, NSCs, KVPs, PLIs,
Post Office Time Deposits and Govt/ RBI Bonds
Scheme Code for Overdraft facility- ODGOV and for Demand Loan facility- DLGOV. Table codes are
specific to facility type and linkage type i.e.ROI linked with MCLR or RLLR, and mentioned in IRMD
L&A Circular No 53/2022.
Reply as on : 19.04.2023, Reference : LA- 53/2022
9. How to handle customer request of transferring CIF from one branch to another
Menu option CIFTRF to be executed by Transferee Branch
Reply as on : 19.04.2023, Reference : Operation Division Circular No 06/2020
10. What is CTS process?
CTS Manual is available as under: KNOWLEDGE CENTRE- KNOWLEDGE REPOSITORY- IMP.
BOOKS/ GUIDELINES BY HO DIV.S- ITD
Reply as on : 19.04.2023
11. Staff Car loan. Principal has been paid. Now interest lying in Partitioned account is to be
transferred in loan account. How to do in CBS
 In this case, rephasement of the account is required. Get permission of rephasement from competent
authority through menu option RESDET. Then 'Go to HACMLA==> LA Intt tab and remove the
deferred interest date (keep this field blank). After verification, apply upto date interest using menu
option HLADGEN. Then invoke menu option HLARA==> Using Parameters to capitalize the interest.
After verification, again go to HACMLA==> LA Intt tab and set Interet on Principal flag as NO, so that
interest on capitalized interest is not charged by the system.
Reply as on : 19.04.2023, Reference : Finacle 10 Manual, CRMD Circulars No 15/2022, 24/2022 and
34/2022
12. From where to generate SMA accounts list in CBS or in EDW.
Refer Report No CRMD 003 and other reports made available in Amalgamated EDW.
Reply as on : 19.04.2023, Reference : CRMD Circular No 20/2022
13. How to issue Fastag in CBS
Menu option is FTAGISS. Please refer to GBD Circular No- 42/2021.
Reply as on : 19.04.2023, Reference : GBD 42/2021
14. Not able to grant relaxation in rate of interest. Please guide
Menu options INTCH (for MCLR linked advances) and INTCM (for advances linked with benchmark
rate other than MCLR) are provided for handling relaxation /concession in interest rates. Access to
these menu options has been given to officials dealing with Credit Monitoring at Zonal Office and also
to LCB/ ELCB Officials.
Reply as on : 19.04.2023, Reference : IRMD L& A 159/2022
15. Scheme Codes of various Deposit Schemes of the Bank.
Available at PNB SARANSH >> DEPOSIT SCHEMES >> FINACLE HELP >> SCHEME CODE OF
OLD SCHEMES OF PNB >> DETAIL .
Reply as on : 19.04.2023, Reference : PNB Saransh
16. Auto Transfer/ Sweep of funds among various accounts of one customer
Our Bank provides a facility named "PNB Suvidha with Pull Sweep Facility". please refer RBD
(Resources) Circular No- 69/2017.
Reply as on : 19.04.2023, Reference : RBD (Resources) Circular No- 69/2017
17. Where can we get list of all Finacle Menu Options?
You may refer to Digihelp booklet available under Knowledge Repository tab==> Important books
guidelines by HO==> Digihelp, last chapter for Finacle Menu options. Also, Finacle 10 Job Cards are
available on CBS Home Page >> Important Links >> Finacle 10X Config and Docs >> Finacle 10 Job
Cards.
Reply as on : 19.04.2023
18. How can we do Bulk NEFT/RTGS?
Prepare file as per the excel utility given on Home Page of Finacle under the link Finacle 10X Config
and Docs and upload using menu HNRTBLK for RTGS and HNFTBLK for NEFT. Please refer to
Finacle 10 Manual > Chapter - Remittances, for step by step process with screenshots. Manual is
available on e-circular site==> Knowledge Repository==> Manuals===> CBS.
Reply as on : 19.04.2023
19. How to close Auto Sweep account?
In HACM menu, under Linked Deposit tab, delete the FDs created, if any by selecting records one by
one and clicking on Del button. After verification, invoke menu HSWOPS and then close the account
using menu option HCAAC.
Reply as on : 19.04.2023
20. What is the Scheme Code for opening PNB SMART BANKING CURRENT ACCOUNT?
 Please refer to RLBD Resources Cir No. 04/2023 for all variants of PNB SMART BANKING
CURRENT ACCOUNT (Earlier known as myBiz Plus Current Account). The scheme codes are
CSMR1, CSMR2, CSMR3 and CSMR4 for Silver, Gold, Diamond and Platinum schemes
respectively.
Reply as on : 19.04.2023, Reference : RBD Resources - 24/2020
21. How to perform Bulk Transfer Transactions?
Create excel file by downloading the sample format from Finacle Home Page> Download Config &
exe> Form Download> Download TTUM. Save this file in .txt format anywhere in your PC. Invoke
menu option HTTUM and select “Local File Path” option and specify file location using Browse button
to upload the file. on successful upload, invoke HPR to view the success/failure record with system
generated transaction number.
Reply as on : 19.04.2023
22. How to convert General Account to Auto Sweep Account?
Change Scheme code using menu option HACXFRSC from Existing Scheme to Required Eligible
Flexi Deposit Scheme. Verify the record. Then invoke menu option – HACM, go to Flexi FD TAB, set
auto sweep flag as Y, fill the details and ensure Correct Combinations of the Scheme of Operative
Account and Flexi Deposit Scheme Code (FLPSO for Saving Account & FCMR1, FCMR2, FCMR3 or
FCMR4 for Current account) is selected.
Reply as on : 19.04.2023
23. Modification in LAA account giving message as “Invalid Ownership” or “Account is closed”
Invoke HACMLA- Go to Refinance and Subsidy tab, and expand to check More Subsidy Details and
remove office account mentioned in Subsidy Deposit A/c Id.
Reply as on : 19.04.2023
24. In Pnb one app- error message encountered "no active account is linked " what does this
means and how to resolve it?
Generally this message is received when we login immediately after fresh registration. Wait for 24-48
hours after fresh registration. thereafter, all services/ accounts will be visible to the customer.
Reply as on : 19.04.2023
25. Maximum Number of DB Users allowed in Branch
Please refer ITD/ CBS Circular No- 29/2011
Reply as on : 19.04.2023, Reference : ITD/ CBS- 29/2011
26. Opening of Subsidy enabled TL/ CC Accounts
For opening of Term Loan accounts (Back ended subsidy enabled TL), pls refer ITD/ CBS Circular
No- 05/2019 and for opening CC Account (Back ended subsidy enabled CC), please refer ITD/ CBS
Circular No- 03/2012.
Reply as on : 19.04.2023, Reference : ITD/ CBS- 05/2019 and 03/2012
27. Rationalization of Free user as well as captive users in CBS set up
Please refer IAD Circular No 39/2014
Reply as on : 19.04.2023, Reference : IAD 39/2014
28. Branch wise restriction on number of users with work class 100
Please refer IAD Circular No 12/2019
Reply as on : 19.04.2023, Reference : IAD 12/2019
29. Passing and signing powers of Bank's Officials
Please refer IAD Circular No 31/2016
Reply as on : 19.04.2023, Reference : IAD 31/2016
30. Scheme code for opening FD account under Capital Gain Scheme
 The Capital Gain term deposit accounts can be opened using scheme codes FDCPR (for maturity
option) and FDCPQ (for income option).
Reply as on : 19.04.2023, Reference : RLBD Circular No 11/2023
31. How to ensure automatic recovery in TL Accounts from the Operative Accounts of the
customers ?
Modify the loan a/c ID in HACMLA, go to Loan Details Tab and feed the operative a/c ID in Operative
A/C ID field, set Repay Method 'E- Recover up to Effective Amt' and set 'Hold in Operative A/c for
Amt. Due' field Yes. For such loan accounts, If operative account is having sufficient balance for
recovery of overdue amount, system automatically deducts the same and recovers the overdue
amount from operative a/c and if operative account is not having sufficient balance for recovery of
overdue amount, system will mark lien for overdue amount on operative a/c and once the account is
having sufficient funds for recovery, system will recover the same.
Reply as on : 19.04.2023, Reference : CRMD Cir. No 07/2022
32. While doing OPACTF/ HAFSM, system gives a popup- regarding CKYCR and does not allow to
transfer the account to operative category. Please guide.
Confirmation of uploading/ scanning documents on CKYCR portal has been made mandatory at the
time of transfer of dormant account to operative category in menu option OPACTF and at the time of
unfreeze of account which were freezed with reason code 013 (KYC Non Compliance) in menu
option HAFSM.
Reply as on : 19.04.2023, Reference : Operations Division (KYC Section) Circular No. 08/ 2022
33. How to refund Interest and Penal Interest admissible on account of correction of mistakes as
per the powers vested as per Bank's guidelines ?
Refund of interest / penal interest is to be done by debiting the Interest Income Head. After getting
approval from competent authority, the Branches to take up with Zonal Office. ZC Users of Credit
Departments at Zonal Offices can grant / revoke rights of manual transactions in the Interest Income
Heads through menu option RINCM.
Reply as on : 19.04.2023, Reference : ITD: CBS Circular No 01/2023
34. System is not allowing disbursement in Loan account. It mandates to feed Draw Down
Schedule. Please guide.
In terms of IRMD L&A Circular No 137/2022, feeding of Draw Down Schedule using menu option
DISBSCH is mandatory before disbursement of all term loan accounts having Sanctioned Limit
above Rs. 1 Crore.
Reply as on : 19.04.2023, Reference : IRMD L&A Cir. No 137/2022
35. How to ensure mandatory capturing of operative account number/ NACH/ Check Off Facility,
contact details and other checks before disbursement ?
Use menu option PREDISB. For detailed guidance please refer CRMD Circular No 32/2022
Reply as on : 19.04.2023, Reference : CMRD Cir. No 32/2022
36. Menu option for reversal of Income & GST in bulk ?
Use menu option INCREVBK. For detailed guidance, please refer Finance Division Circular No
35/2022.
Reply as on : 19.04.2023, Reference : Finance Divn. Cir. No 35/2022
37. Is there any option in CBS to view various details of NPA Accounts on one screen
Yes. Use menu option NPACBAL. It will show All information of menu HNPACR (Ledger balance,
RI/DI, recorded charges, NPA balance, recoverable dues), Asset Class, Reason of NPA, Date of
NPA, Date of DB1, Subsidy Balance, ECGC balance, FITL flag, Wilful Defaulter Flag, Fraud Flag,
 GECL flag, Free code 5, Provision, Tangible Security: Account level, Node level, If NPA due to
percolation main account number. The menu can also be used to inquire Last 90 days interest
debited and credits in CC/ OD Accounts (standard accounts).
Reply as on : 19.04.2023, Reference : SASTRA Cir. No 43/2022
38. Please provide the SOP on various modules of GBM viz. OLTAS, KVP, PPF, SCSS, SSA etc.
SOP on various modules of GBM has been made available as under: CBS Home Page >> Important
Links >> Finacle 10X Config and Docs >> GBM SOP Documents
Reply as on : 19.04.2023, Reference : GBM SOP Documents
39. How to issue No Dues Certificate through CBS system ?
No dues certificate may be issued through CBS Menu option NDCISSUE. For detailed guidelines,
please refer IRMD L&A Circular No 202/2021.
Reply as on : 19.04.2023, Reference : IRMD L& A 202/2021
40. We cound not mark the OTS/ NOTUP in system inadvertently, and so NPA account got
upgraded to standard category. How to restore the NPA classification
NPA classification for such account can be restored through menu option NPARST. For more
guidance, please refer SASTRA Division Circular No 63/2021
Reply as on : 19.04.2023, Reference : SASTRA Cir. No 63/2021
41. How to maintain waitlist of lockers in CBS
Use menu option WAITLIST.
Reply as on : 19.04.2023, Reference : RLBD Cir. No 02/2022
42. How to feed DP Indicator other than "D" (Derived) in CCOTH Accounts
Use HACDPM menu option for changing the DP indicator as per sanction. Before executing
HACDPM, branches/LCBs/ELCBs are required to get approval for the same through newly
customized menu option “CHGDP” menu option.
Reply as on : 19.04.2023, Reference : CRMD Cir. No 38/2021
43. How to get the breakup of the interest charged in any loan/ limit account
Use Menu option HINTPRF >> Enter the loan/ limit account number >> enter the date of interest
applied in the account in the field ORIGINAL INTEREST RUN END DATE. system will generate
detailed report.
Reply as on : 19.04.2023
44. What is the menu option to open Simplified Demat Account for Existing to Bank (ETB)
customers based on exsting KYC of customers.
Menu option is OPNDEMAT. Detailed screen shots of the account opening process are given in
Customer Acquisition Division Circular No 16/2022
Reply as on : 19.04.2023, Reference : CAqD Cir. No 16/2022
45. How to handle restructuring/ rescheduling of TL in CBS system ?
First use menu option RESDET and select Restructuring or Reschuduling and choose reason for
selecting the same. After verification of RESDET, invoke menu option HLARA. Process document for
HLARA is available as under: CBS HOME PAGE >> IMPORTANT LINKS >> FINACLE 10x FAQs >>
HLARA PROCESS and HLARA WITHOUT CAPITALIZATION.
Reply as on : 19.04.2023, Reference : CRMD Circular No 15/2022, 24/2022 and 34/2022
46. Borrower has mistakenly sent money in his Term Loan Account(Education), instead of his
Savings account, now he wants to transfer/reverse the money to his savings account, Can we
do it and How ?
Branch can reverse the amount deposited in the loan account through menu option HLASPAY >>
 REVERSAL.
Reply as on : 19.04.2023
47. How to add aadhar seeding in using UIDNUM MENU PROCEDURE CIRCULAR PLEASE
Please be guided by PSFID/ FINANCIAL INCLUSION / CIRCULAR NO. 15 / 2018.
Reply as on : 19.04.2023, Reference : PSFID/ Financial Inclusion 15/2018
48. Can we create cbs user id of substaff
Please be guided by ITD-CBS Cir No. 29/2011.
Reply as on : 19.04.2023, Reference : ITD CBS 29/2011
49. After amalgamation of the Banks, now some customers have multiple CIF Ids. In some cases,
IBS facility / Lockers exist on one of the CIF Ids. System does not allow to change CIF ID in
locker. What approach should we adop to create UCIC in such cases.
Please refer the Indicative approach for Identification of primary customer id given in the Operations
Division (KYC Section) Circular No 14/2021 (Item No 8.2). Also, Customer ID of a locker can be
modified through menu option HLKCM.
Reply as on : 19.04.2023, Reference : Operations Division (KYC Section) Circular No 14/2021 and
16/2021
50. Customer has requested for GST invoice against the GST applied on the charges paid by the
customer. How to generate GST Invoice in CBS system.
You may generate the invoice using menu option - CGSTRPT in MIS Server
Reply as on : 19.04.2023
51. How to generate Interest Certificate for Deposit/ Loan accounts
Interest Certificate may be generated for Deposit and Loan accounts through menu option
HINTCERT. In addition, Interst Certificates and Provisional Interest Certificates for Housing and
Educational Loans including staff loans, may be generated through various reports made available in
PNBRPT-3/56. Consolidated interest certificate for all deposit accounts on a CIF ID may be
generated through PNBRPT- 9/6A.
Reply as on : 19.04.2023
52. Please inform the process flow for opening ILC in CBS system.
Process flow for ILC in Finacle 10 is available in the Special Links under Division: IRMD and Sub
Division: Loans and Advances in Knowledge Centre.
Reply as on : 19.04.2023
53. How can we see the details of various Soveriegn Gold Bonds issued for a customer (SGB
issued at different locations) since the beginning of account as a whole.
In case the customer holds SGBs in his/ her DEMAT Account, then the information regarding his
holdings may be obtained from the holding report of his Demat Account. Otherwise, holding report
need to be obtained by sending email to Link Cell Nagpur ([email protected]). Please send
complete details of the customer along with PAN number. In case the SGB was purchased with any
other ID Number (viz. Aadhaar Number, Voter ID Number), then mention the number of that ID as
well.
Reply as on : 19.04.2023
54. How can we increase threshold limit of customer and what are documents required?
Guidelines are contained in Operation Division KYC Section Circular No 05/2021. Further, guidelines
on Competent Authority to enhance threshold limit in customer accounts, are contained in Operation
Division KYC Section Circular No 3/2022
Reply as on : 19.04.2023, Reference : OPERATIONS DIVISION (KYC SECTION) CIRCULAR NO.
 05/2021 and 3/2022
55. How to close APY Account?
Menu option is APYREG. For detailed process with screenshots, please visit PSFID / FINANCIAL
INCLUSION / CIRCULAR NO. 05 / 2019.
Reply as on : 19.04.2023, Reference : PSFID / FINANCIAL INCLUSION / CIRCULAR NO. 05 / 2019

Topic: Recovery and Law

Product: SOTS

1. What is validity of SOTS policy?

Extended till 30/06/2023 or or till new Special OTS Scheme FY 2023-24 is approved from Board &
circulated to field functionaries, whichever is earlier.
Reply as on : 18.04.2023, Reference : SASTRA DIVISION CIRCULAR NO. 15/2023