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A Thiruvananthapuram widow held four fixed deposits with a local bank, totaling over Rs 13.8 lakh. Once matured, the bank transferred the full amount to her savings account, but she could only withdraw Rs 50,000. The remaining funds sat untouched for months, despite her repeated requests to the bank. This money was crucial for her mother's medical treatment and to pay off overdue gold loan debts.

Frustrated with the bank's inaction, she sought help from the Thiruvananthapuram District Consumer Disputes Redressal Commission alongside a consumer rights organization. The bank defended itself by arguing that consumer commissions lacked jurisdiction over cooperative banks governed under Kerala Co-operative Societies Act. They also claimed an internal inquiry uncovered irregularities, prompting the financing bank to freeze their accounts.

The commission, however, dismissed the bank's arguments. They pointed out that the Consumer Protection Act allows its provisions to coexist with other laws, not replace them. The commission ruled in favor of the widow, stating that an internal inquiry could not be used to deny her rightful funds, especially since she depended on them as her primary source of income. They acknowledged the deficiency in service and unfair trade practices by the bank.

The commission ordered the bank to pay the unclaimed Rs 13,87,408, including 9 percent interest from the complaint date, plus Rs 25,000 for mental agony and financial strain, and Rs 3,000 for case-related costs. The total compensation amounted to approximately Rs 14.15 lakh. The bank had 30 days to comply, after which any delayed payment would accrue an additional 9 percent interest from the order date.