ICICI Bank — irresponsible reply for transaction dispute

Address:

Bangalore, Karnataka

I am holding ICICI account for more than years. My account is in ICICI electronic city branch, Bangalore. Coming to this issue, last Thursday someone did online transaction using my debit card number and other credentials. I almost lost 37k and it comprised four online transactions. everything happened within a time span of just 20 minutes. I immediately reported this to customer care and asked them to block my card. I asked them to file a complaint for this. They raised service request SR[protected] for this. They also asked me to file FIR in the nearby police station and told that they will investigate only after filing FIR complaint. I spent two days to get FIR from the police station. I sent the scanned copy to [protected]@icicibank.com. After this they closed the service request within two days and the reason they stated was "transaction was completed after giving the secure password". I wondered how they can give such junk comment as the reason at the end of their investigation and close the ticket. Also why do they need FIR copy to tell this. I mean every net banking user is very much aware that transaction cannot complete without giving secure credentials. Even I know that and my complaint is all aboutabout this. I mean someone has used my credentials to make transaction. I thought bank will solve the dispute but now they are telling me that police has to investigate this issue. For telling this, why should I complaint to you and why do you need the FIR copy. Customer service is worst. They have the template answer " we are sorry for the inconvenience caused. We have taken your complaint ". For telling this, why do you need a customer service center. I am struggling to make them understand my issue for the past 5 days and they are not getting how much hurting it will be if you lose such a huge amount. They are trained to give same kind of reply for these kind of issues. If you have dispute team, what kind of disputes they look into. What happened to me is not transaction dispute, then what kind of transaction will fall under this category. Today I went to the branch directly and told about this. They are not giving responsible reply to me and telling the same story "transaction was completed after giving the secure password". Are you guys not getting my issue. My complaint is all about this. Someone used my credentials illegally and did transaction. What kind of help will you provide to your customer. If bank is not helping me in tough time like this, when can I expect them to help me. I mean I am not asking your help to solve my personal issue. This issue is something which is related to the bank also. I want them to take equal responsibility for this. If fault is mine, then I wouldn't even approached you for help. Why bank is not showing the same kind of interest on this issue which they show to attract customers for using their credit card. Simply fed up with the service of ICICI customer service. I don't think that they are worried about their customers. I don't need the service of this kind of bank anymore. Tomorrow I will go to the branch and close my account. --Vijaykarthick A