ICICIcredit Card - ICICI Credit Card Dispute Investigation Process.
vswin on Jul 13, 2013
I have one complaint regarding the unauthorized transaction on my credit card on 22-01-2013 of rupees INR 3,084.30 at ISNAPUR FILLING STATION-H.
I had received a sms on 22-01-2013 around 05:00PM Saying Tranx of INR 3,084.30 using Credit Card <my old card #> is made at ISNAPUR FILLING STATION-H.
Immediately I call Customer Care and informed, that I am in my office and I had received as SMS of unauthorized transaction of INR 3,084.30. Customer Care representative had registered my complaint [SR259970752] for unauthorized transaction and for the cancellation of the current card. He informed me I will be getting the findings and status of the investigation within 30 Days.
After asking a question that, any one from ICICI Bank will going to call me for the initial investigation. How it happened and etc...
He said yes you will get call for the same.
I paid the billed amount including the dispute about 3,084.30 as well, for that month's outstanding.
After this I had not received any phone call, mail or message regarding the same. On 02/03/2013 INR 3,084.30 got credited on my credit card, INTERIM CHARGEBACK CREDIT.
On 03/05/2013 again same amount INR 3,084.30 got debited from my Credit Card.
One and half or two weeks back I called Customer Care and trying to understand this issue.
1. FOR MY RAISED DISPUTE ON ONE CALLED ME.
2. WITHOUT INFORMING ME DISPUTE AMOUNT GOT CREDITED IN ON MY CARD.
3. WITHOUT INFORMING ME AGAIN DEBITED SAME AMOUNT FORM MY CREDIT CARD
I think I had asked something for which he had no answer so he disconnected the call.
After some time again I call and this time Swapna [Customer Care Representative] received my call, I explained everything to her as I mentioned above. After listing everything, she told me for this issue she need to talk to her senior managers and kept call on hold. I don?t know she really had a discussion or not. After some time she informed me I have to pay the amount as this is finalized that this is not a unauthorized transaction. I asked her can you connect me to her senior manager, so I can asked about the way of investigation they did, without asking me any question and directly they are giving the verdict!
She tried to avoid my request, but when I asked so many times she said I will connect you to my senior manager please hold the call. After some time she informed me that she is not able to connect to her manager, with whom she had a discussion just 4 to 5 minutes back. I asked her to give me the call reference number she straightforward refused my request, by saying there is no reference number got generated for this call. After requesting so many times she told me, that she will arrange call-back from her manager for this issue.
I had not received any call for this issue, but yes for personal loan, insurance etc! I got so many calls. After that when I call Customer Care, I got message Due to very heavy calls we regret, please call again. I asked my friend [he is also customer of ICICI] to call ICICI Bank Customer Care [same number] with his mobile. He was able to call and talk to customer care representative, WHAT IS THIS?
Till that time I made my mind that I am not going to repay the dispute amount in any case, because this is an unauthorized transaction. I was in Bangalore on that day and time with my card. So who I can swipe the card at ISNAPUR FILLING STATION-H near to Hyderabad!
After sending this message I got a reply from ICICI Bank -
Greetings from ICICI Bank!
We have an exclusive investigation team which looks into the dispute-related complaints. As per the investigation, this dispute has been resolved in favour of the bank.
The signature is not the only valid parameter to resolve disputes. We have other parameters to decide on transaction disputes which we would be unable to disclose.
A card holder is responsible for the physical security of the card. In the case of loss/theft, or if the credit card is misused, the card holder is liable for all the transactions done on the card till the bank is informed of the loss/theft.
We regret to inform you that as the dispute has been resolved in Bank's favor so we are unable to reverse the transactions done on the card.
If you wish to escalate the issue please follow the below procedure:
At ICICI Bank, we believe in providing the best of services to our customers. We provide customers with easy access to information, products and services, as well as the means to get their grievances redressed.
If the resolution provided does not meet your expectations, you may escalate the issue to the next level. Steps given below will take you to our Grievance Redressal Cell:
Go to www.icicibank.com
You will find an option "Compliments/Complaints"
Click on Complaints
Click on Step 2
Fill the form to submit the grievance
Please note: You will receive a response within a period of 10 business days of receiving your communication.
We have tried to contact you on mobile number at 11:35 a.m., however we are unable to establish the contact.
We look forward to more opportunities to be of service to you.
Customer Service Officer
ICICI Bank Limited
After this ICICI Bank started charging the interest on the amount which is on dispute... how they can do this I don't know.
I had received the final decision letter with xerox copy of charge slip.
This charge slip itself is having issues.
1. On this slip only last 4 digits of my card are mentioned.
2. The name section is not available [my name is not printed on this charge slip]
3. The signature on this charge slip is not main.
In the previous reply CSO suggested me to raise a complaint online if I am not satisfied with decision. So same I did on 30th June 2013.
Till now I had not received any response from ICICI Credit Card department, but CSO mentioned as note in previous reply "I will get response within a period of 10 business days of receiving your communication."
I had payed the disputed amount to avoid the Interest on it but still I am not satisfied with the investigation you people done on back end if you had done any!
I am able to see same type of complaints on consumer forums. So I think this is repetitive issue may be caused by heavy traffic on server or issue with server itself...
They don't have the office where I can go and talk face to face on this issue... every thing with Customer Care and on every call I have to tell them entire story again and again...
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