Citibank — Fraudulent Debit on my Debit Card

Address:

Chennai, Tamil Nadu

1. I am a Citibank client in Melbourne for a few years and I have had no complaints or issue with Citibank, whatsoever. 2. As you know, for NRIs like me visiting India once a year so, the typical usage of Citibank cards is indeed great. 3. Me or more than me my wife, she does NOT use this card for any online purchase - none till now. We use it primarily to shop personally when in India. Being cautious, we used to reassure that our card had been rightly debited everytime we used the card and we have had no issues with that at all. 4. This habit, I think I should redefine my cautious to a slightly more finer level - whether we use the card at all or not, looks like we should check the card statement. I confess I did not see it warranted so much caution and I will accept that lack of judgement. You bet I will redefine my 'cautious approach' everytime, from now on! 5.This is what happened. My card has been debited - dunno who is the retailer 4 times - each time worth close to[protected] on my card for some online purchase. As I said before, this was in times when I was safe and secure in Melbourne, Australia and since I didn’t know I have not used my card. 6. The moot point is - at least I realised it now and asked Citibank to address my grievance. Please, no insult intended, Citibank was gracious and methodical in responding to my grievous call with a systematic and poignant reply with all the nice bells and whistles that Citibank regrets my experience but cannot take up the matter as it is almost 2 years old. 7. I am sure this must be the first line text book answer for zillions of complaints that your bank must be facing. Pity it did not address my worry. 8. Very quickly I raised an alert and equally efficiently Citibank got back - in less than 3 days and explained to me how this is out of their scope. 9. My questions were unanswered on: a. Where is my acknowledgement/approval for authorising the purchase? what is Citibank's process for authenticating a purchase on line. I do see these days you have an email/mobile or whatever approval - what was in state those days - Nov 2012 to be precise. b. Can Citibank give me the contact of the retailer - at least tell me who it was. Negative was the answer as the officer says - it was appalling to hear from a professional bank - that the first line officers cannot, yes, CANNOT see anything ebyond the Gateway address. 2 years - I dunno about India - in Australia every Tom, Dick & Harry and his dog, let alone the Financial institutions - should hold micro detail record for 7 years! Is Citibank treating such demands crazy? c. I wanted to know, now that I have complained, what would Citibank do - I wanted to know the systems and processes that it would take - to make sure this does not repeat to me or many of the Million odd clients you have. Are these big asks? Ram Venkateswar Ramachandran