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ICICIcredit Card - ICICI Credit Card Dispute Investigation Process.

 
29 Reviews
User
  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!

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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.

Sincerely,

Mounika G
Customer Service Officer
ICICI Bank Limited

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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...
Complaint comments 28 Comments     Updated:
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Comments

N
User
gopal_dahat Credit Card  - India
 

Credit Card Request not in Process - Credit Card

Dear sir/madem,

I have online apply for axis bank credit card, but i don't get any respond.


regards

Gopal dahat
9960695883
N
User
santhosh ICICI  - India
 
I am replying about the non-issuance of Credit Card, mentioned by some members. It seems that ICICI bank has a complex logic in operation regarding who can/not get their credit card. It is based on where you live and work. Some areas are OK for credit cards some other areas are a definite NO. I was given this by a bank employee itself, who also suggested HDFC, as a better credit card issuer !!
N
User
Binu Mol Tomy ICICIcredit Card  - India
 

Non Issue of ICICI Credit Card after receiving Payment - ICICI Credit Card

On 11.07.09 at about 1500 hrs a telephonic call received from Ms. Priyanka, self introduced from ICICI Bank Credit Card Section told that you have paid Rs.3200 one year Health Insurance scheme through ICICI Lombard, the bank will provide to you a life time credit card facility. Also the above Rs.3200/- automatically credited in your credit card account. As my interest, Ms. Priyanka send a rep namely Mr. Sanjay Choudhary to my house on the same day at about 1800 hrs. He bring a blank ICICI credit card application form No. N-08080100240047 and obtained signature from me without fulfill the form and he briefed that the remaining blank places will be filled through telephonically by Ms. Priyanka on later. He also wants some other documents regarding residential proof. In this regard I gave photo copies of my Pan Card and Office I/Card. I also issued a Standard Charted cheque No.000152 dtd 11.07.09 amounting to Rs.3200/- in favour of ICICI Lombard Health Insurance Scheme. The above cheque amount was debited from my account on 17.07.09.
On 13th July’09 Ms. Priyanka again called to me asked me, have you kept another any credit card or not. I replied that no other credited card using me, immediately the telephone was dis-connected.
On 21.07.09 I again contact your Delhi region customer care centre and enquired the matter. But they told that there is no such type of application and bank debit details available in our record.
In view of above, it is therefore requested that kindly verify the matter and intimate my debited Rs.3200/- where found. In case any malpractices did with me kindly take suitable action of the defaulter. If your department not interested enrolled to me in the above scheme the amount of Rs. 3200/- will be returned back immediately.

Binu Mol John
C-26, F2, DLF
Dilshad Extn-II
Bhopura, Gaziabad (UP)
2011005
Phone : 9968212932
e-mail tomybinu@gmail.com
N
User
nvlprabu2 ICICIcredit Card  - India
 

some one try to missues my card - ICICI Credit Card

Sir,
I am having ICICI bank credit for last four years,

two weeks back i got a sms from icici, your last transaction was declined due to security resion.
but at the time i did't do any transaction, so i called customer care and ask for the same, they said some one tried in US web site for few min back. immediately i said to block my card and i got a conformation also.

but still every day i get a sms " your last transaction was declined ............. ".

once again i contact customer care, please find out, who is keep on trying to use my card.even after card was block. but icici did not take any step to find the person.
please take some action for this misusing guys, and save us.
Card No: 4477 4771 1546 6001
looking for your replay.

regards,
Prabakar T
98940 28111.
N
User
ICICI Bank Customer Care Customer Care ICICIcredit Card  - India
 
Dear Prabhakar,

We're sorry to hear about your experience. We'll contact you and work to address your issue at the earliest.

Regards,
ICICI Customer Service Team.
N
User
SIRVEL MUKESH online reservation  - Chittoor, Andhra Pradesh, India
 

credit card dispute issue - online reservation

I tried to reserve online ticket from Chittoor to Chennai on december 2, 2010, I have been charged rupees 73.00 from my ICICI credit card, atlast it has thrown a message to me "SORRY YOUR TICKET HAS BEEN ABORTED." I'm disappointed with this service. Please solve my problem. my account number(000901623294)

regards,
SIRVEL MUKESH.
N Jul 22, 2013 by
User
vswin  
 
I thing I had payed the dispute amount to avoid the interest charges, that's why no one is looking on this matter. You got your money... that's is?

Till now on one from ICICI Bank has reviewed this post!
N Jul 31, 2013 by
User
vswin  
 
Latest update -

I had made online complaint by using this url - http://icicibank.com/complaints/Complaints-step1.html
For first complaint I have not received any reply or phone call.

But, for second try I got a call from Credit Card department, again I got the same answer, the result of the investigation come on Banks favor so you have to pay the amount. If you are not happy/satisfied with this send a mail to customer.care@icicibank.com. If business people get convinced with this, than they will decide whether reopen this dispute case or not.

So, Kindly see this issue and let me know, that only I can say, because I am not getting any office for ICICI Credit Card so I have to contact you either through mail or phone call.

Today I had raised a complaint again by using https://infinity.icicibank.co.in/salesEARWeb/web/rbi/jsp/escalationForm2.jsp - Grievance Form to Mr. Krishnan Govindan, Head, Customer Service.

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    ICICIcredit Card - ICICI Credit Card Dispute Investigation Process.