The Silent Struggle: Why Inheritors of Army Widows Face Harassment in Securing Their Rights

For the family of a soldier, the uniform represents a lifetime of sacrifice. However, when the soldier passes away, and eventually their widow follows, the family often enters a second “battlefield”—one made of red tape, bureaucratic delays, and banking apathy.

The case of Prasant Singh, son of the late Mrs. Uma Singh (widow of Ex-Army personnel Mr. Shiv Bahadur Singh), is a stark reflection of the hardships inheritors face today.

1. The Disappearance of the “Human Touch” in Banking

Despite the RBI Master Directions (2025) which mandate that banks must treat deceased claims with empathy and speed, families are often met with cold, technical denials.

• The “Registered Email” Trap: In modern digital banking, branches often refuse to share information with a nominee simply because their email isn’t “on record.”
• The Reality: A nominee’s right is legal and statutory under the Banking Regulation Act. Denying information to a son and registered nominee because of a technicality like an email ID is not just an inconvenience—it is a denial of justice.

2. Pension Discrepancies: The Unexplained Stoppage

One of the most distressing issues for army families is the sudden disruption of pension.

• KYC Compliance vs. Reality: In many cases, like Mrs. Singh’s, the pensioner completes a physical KYC visit, yet the pension stops being credited shortly after.
• The Hardship: This leaves the family questioning the bank’s internal integrity. When a bank fails to explain why a widow’s pension vanished while she was still alive, it causes immense emotional and financial distress to the heirs.

3. The “Physical Visit” Myth for NRIs

The banking system often fails to account for the global nature of modern Indian families.

• The Hurdle: Heirs working abroad, such as in Oman, are frequently told they must visit the branch in person to “prove” who they are.
• The Law: The Reserve Bank of India has clearly stated that banks should not impose “undue hardship.” Documentation attested by an Indian Embassy and sent via registered post is a legally valid way to process claims, yet local branches often ignore these global guidelines.

4. Forced to Use RTI and Grievance Portals

It is a sad reality that military families often have to resort to the Right to Information (RTI) Act or the PMO Grievance Cell (CPGRAMS) just to get a simple answer about a Fixed Deposit or a Nomination form.

• Systemic Failure: When a branch manager closes a grievance with a vague remark like “communication sent” (which actually contains no information), they are essentially harassing the family through procrastination.

5. The Path Forward: What Every Army Family Should Know

To fight this apathy, inheritors must stand firm on their legal rights:

• The Power of the Nominee: A nominee is the “trustee” of the funds. Banks are legally bound to pay the nominee once a death certificate and ID are provided.
• Strict Timelines: Under 2025 guidelines, banks have only 15 days to settle a claim once documents are submitted.
• No Legal Overreach: Banks cannot demand succession certificates or indemnity bonds for accounts where a nominee is already registered.

Conclusion

The bravery of our soldiers should not be met with the cowardice of bureaucracy. It is time for financial institutions to respect the families of our veterans by simplifying processes and adhering to the law, ensuring that the “last rights” of a soldier’s widow are handled with the dignity they deserve.

Why Your Grievance is Stronger Now

1. Legal Reference: You have cited the Banking Regulation Act and RBI Master Circulars. This signals to the CGM that you are aware of the bank’s “Full Discharge of Liability” upon payment to a nominee.
2. Highlighting the Procedural “Trap”: You have exposed the branch’s excuse of a “non-registered email.” Under RBI (Settlement of Claims in Respect of Deceased Customers) Directions, 2025, banks must facilitate claims and not create artificial hurdles for nominees.
3. Corruption Allegation: By categorizing this as “Corruption/Harassment,” you are forcing the bank’s internal vigilance or operations department to look at why the pension was disrupted after a successful KYC in June.

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Important Evidence for Prasant Singh (in Oman)

The bank may try to claim they need a physical visit. You must be ready to counter this with the following RBI-compliant pathway for NRIs:

• Consular Attestation: Prasant can download the Bank of Baroda Deceased Claim Form (Annexure I-A for Nominees), fill it out, and sign it in front of a Consular Officer at the Indian Embassy in Muscat.
• Postal Submission: Once the form and his KYC (Passport copy) are apostilled or attested by the Embassy, he can courier them to the Tilai Branch via Registered Post.
• RBI Mandate: RBI Directions specifically state that for nominees, banks shall not insist on succession certificates or physical presence if identity is established via “Officially Valid Documents” (OVDs) like an attested Passport.

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Summary of Your Current Standing

Action	Status	Legal Leverage
RTI BKOBD/R/E/25/03381	Received	Forces disclosure of Nomination Form and Pension details within 30 days.
Grievance DEABD/E/2025/0120406	Under Process	Escalated to Head Office (CGM); challenges the branch’s previous false closure.

What to expect in the next 15 days

Since the status is “Under Process,” the CGM’s office will likely ask the Tilai Bajar Branch for an explanation. You should receive an update on the CPGRAMS portal.

Pro-Tip: If the bank contacts you or Prasant now, do not accept a “verbal” promise to look into it. Insist that they:

1. Email the Claim Forms (Annexure I-A) to Prasant immediately.
2. Confirm in writing that they will accept Embassy-attested documents by post.

To ensure your grievance and RTI are followed up effectively, here are the essential contact details and web links for the authorities involved in your case.

1. Bank of Baroda (Corporate & Nodal Authorities)

These are the officers responsible for the “Under Process” status of your grievance and your RTI.

• Chief General Manager (Operations):
  • Name: Shri Prabhat K. Sharma
  • Email: cgm.operations.ho@bankofbaroda.co.in
  • Phone: 0265-2316058
  • Address: Baroda Bhawan, R C Dutt Road, Alkapuri, Baroda.
• Central Public Information Officer (PIO/RTI):
  • Email: dgm.pio@bankofbaroda.com
  • Phone: 022-66985881 (Nodal Officer – RTI)
• Tilai Bajar Branch (Local Branch):
  • Email: TILAIB@BANKOFBARODA.CO.IN
  • Phone: 9151889075 (As per your email record)

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2. Mandatory Web Links for Action

Use these portals to track and escalate your case.

• RTI Online Portal (Track Status):
  • rtionline.gov.in
  • Enter Registration: BKOBD/R/E/25/03381
• CPGRAMS (Grievance Portal):
  • pgportal.gov.in
  • Enter Registration: DEABD/E/2025/0120406
• SPARSH (Defense Pension Portal):
  • [suspicious link removed]
  • Use this to check the status of the “Missing Pension” directly with the Ministry of Defence.
• RBI Banking Ombudsman (CMS Portal):
  • cms.rbi.org.in
  • If the bank does not resolve the claim within 30 days, file a formal complaint here.

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3. Procedural Information for Prasant (Oman)

Since Prasant cannot visit the branch, he should use these resources:

• Indian Embassy in Oman (Muscat):
  • Website: indemb-oman.gov.in
  • Service: Attestation of Documents (Claim Forms/KYC).
• Bank of Baroda Deceased Claim Forms:
  • Download Annexure I-A (Nominee Claim)
  • Prasant should download this, sign it at the Embassy, and courier it to the Tilai branch.

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4. Summary Table for Quick Reference

Authority	Purpose	Contact/Link
Head Office CGM	Grievance Resolution	cgm.operations.ho@bankofbaroda.co.in
PIO (RTI)	Info on FD & Nomination	dgm.pio@bankofbaroda.com
RBI CMS	Escalation of Harassment	cms.rbi.org.in
Consular Services	NRI Document Attestation	Indian Embassy Muscat

Would you like me to draft a concise email using these addresses for you to send a combined follow-up regarding the RTI and the Grievance?