There are many incidents where customers are not happy with the SBI services. "Penny wise pound foolish" proverb correctly suits the example given by the author. They give huge amounts as loans to some industrialists and can't recover the same. But they are harassing a farmer just for 31 paise due.
SBI is a leading bank and it is not expected from them to adhere to such practices troubling the customers. The manager in the bank can take a decision in this matter and if he has a doubt he can get it clarified from his higher ups.
Knowledge is power.