ICICI Bank — Dispute against fraud transactions

Address:

New Delhi, Delhi

Hi, This is Kuldeep & my ICICI bank account no is[protected].Five unauthorized transactions happened to my ICICI Debit card on 13 Jan 2015 (Rs 32996). I was using the ICICI Debit card from last 1 year and this is my salary account (Acc No.[protected]. The transactions happened in night and I got OTP after transactions and transactions alerts next day and informed customer care about that. They blocked the card and registered Dispute in a Service Request (SR[protected]. I submitted them Police FIR copy and Dispute Form. They asked me to wait for 7 days as their investigation team will do investigation. After 10 days they replied me that transaction has undergone a 3D secure PIN. I already replied that I never ever applied for such 3D secure authentication process and I never used any 3D secure PIN. I am totally unaware about 3D secure PIN process.You know what the surprising part is or I say beauty of this case. I received the OTP & other alert notifications, hours after all the transactions were already made successfully. I informed you on the same day about these fraud transactions, now it's your responsibility to roll back those transactions. ICICI BANK has to reverse my hard earning money. I have lost my faith on your bank. However I understand your concern related to 3D Secure PIN although I have repeatedly saying that I did not ever apply for the same. I do not know how this service has been activated on my account without my concerns but still if it is so then I am humbly requesting you to share the communication details by which I got registered with 3D secure authentication process. As per provided IP details by bank are no use to me as I am not the right person to dig out the actual recipient’s & that is why I have lodged my complaint with you. You are supposed to figure out, who did this transaction with the given IP addresses. Kindly note that for the same reason, I have already provided you the copy of FIR lodged at Laxmi Nagar police station dated on 14 Jan 2015. Now, I hope that you can approach the merchant & get the information simply by using FIR no or by taking help of police personnel as it is your duty to keep your customer safe & secure. As I have already stated, I have received all the OTP’s hours after the transaction were made already. It is surprising that all the transactions were made successfully even without OTP’s. It is sad that you are talking about industry guidelines when your own system is full of flaws. Being in banking industry you must have to keep up with the Six Sigma standard’s but how ironical that you are nowhere near it & I can prove it any given time. OK!!! if I go by your words, then would you like to answer some of my questions :- 1. Is your online banking application a single sign on or multiple sign on application? 2. Do someone can use the same 3D secure PIN for multiple transactions or he/she will need to generate a separate 3D secure PIN every time? 3. Can I be able to make multiple transactions from different locations at the same time? If yes, then how come your system is safe & robust? 4. How did these transactions were made without any OTP password? 5. How long does your system take to confirm your customer’s about successful transactions? In my case, I got these messages next day. How strange? 6. By using your online banking portal, is it possible to make two transactions in just 3 seconds? & If yes, then again how come your system is robust & secure? Being in banking industry, is this the right approach to ignore these simple flaws in banking process? It is even more humiliating when I did not get any response from my bank branch even when I called them myself, no one is available there to pick my call. I specially want to name Mr. Amit Kumar working at Noida sec 50 branch. This has been pending from last 48 days since I have not received any fruitful reply. Looking for some positive response from your side else I have no choice left other than filing a court case against ICICI bank asking for my lost money with the compensation for all mental harassment I am going through these days. Your Frustrated Customer. Kuldeep Email:kuldeep.[protected]@gmail.com