Cleartrip — fraud with my cleartrip account

Address:

122018

Hi,

This email is to bring to your notice a cyber-fraud that has happened to me with my cleartrip account.

I have already logged the complaint of this incident with your customer care services, on the same day it happened. Since there is no resolution or response from cleartrip on this i am sending this email.

I have been using cleartrip.com for a very long time for my travel bookings. Few days ago, someone hacked into my account, cancelled my upcoming reservations and stole the refund amount credited into my cleartrip wallet and which is not even available in my wallet. Detailing the sequence of events here.

1. Cleartrip account: [[protected]@gmail.com]

2. July 2nd 2019 - made a round trip reservation del-hyd.

A. Booking date july 2nd 2019

B. Trip id: [[protected]]

C.2 passengers: [anubhuti srivastava; rishit jha]

D. Onward journey: [19-july-2019; air india ai-839; pnr - jvt3n]

E. Return journey: [21-july-2019; indigo 6e-6684; pnr - mkktra]

F. Total ticket cost: [inr 14, 338]

3.9th july 2019 2:38 pm ist – received a sms message from cleartrip

A. Regarding cancellation of my trip[protected]

B. Time: 2:38 pm ist

C. Sender vm-clrtrp

D. Email from cleartrip regarding cancellation

4.9th july 2019 2:40 pm ist –

A. Received a message from indigo confirming cancellation of pnr mkktra

B. Asking me to contact to my booking agent for any refund amount

5.9th july 2019

A. Received an sms message from cleartrip regarding processing of refund of inr 1616 has been processed and it is available in my wallet

B. Received an email too from cleartrip confirming refund

6.9thjuly 2019 – tried logging into my cleartrip account multiple times but could not it complaining of some technical glitch

7.9th july 2019 – clicked on forgot password link and got a message no account exists with email id [protected]@gmail.com

8.9th july 2019 – 7:09 pm ist called up cleartrip customer care ([protected])

A. Spoke to customer service agent for about 36 minutes

B. Spoke with a supervisor named shazia mohemmad and explained the entire situation

C. Upon looking into the details i was told trip was cancelled using an email id [protected]@simpleemail.com

D. I was told that they will investigate at their end and get back to me after 48 hours

E. They also confirmed there is no way email id can be changed in the account

F. There has been no response from cleartrip so far on this

9.11th july 2019, received notification from cleartrip regarding expiry of my password and i need to change it

A. I changed the password could log in to my account

B. My entire trip history can be seen but there is no money in my cl wallet – not even the one which cl claimed has been refunded

C. It does not show any other ticket that got booked either

10. I did not receive any notification from air india about any kind of cancellation of tickets for my upcoming journey.

11. It seems whoever hacked into my account, changed the password and then the email (User_id) of the account and then cancelled my tickets and stole the refund amount from my cleartrip wallet (Not sure how).

12. On 11-july-2019, i received a notification that my password on cleartrip account has expired and i need to reset the password. I was able to reset my password and login using my userid [protected]@gmail.com.

13. My wallet has no balance leftover in it.

14. My cancelled reservations show up in the account.

I received a call from one of your customer services agent ram on friday at 5 pm asking for more time for investigation and a resolution in my favour before my upcoming trip.

So i lost my entire money that i paid to book for my return trip for del-hyd. I never initiated any cancellation, it is clearly an accountability of cleartrip to maintain security of their customer information and account.

Cleartrip should be able to let me know how and where the refund money was used. Since that much traceability should be there in your systems

I need your help in tracking how this was done and who did it and get a full refund on my ticket. I am sure you can track the ip addresses of where this user hacked into my account from, how and where they transferred my wallet balance to and that would also lead to the person who did this.

I have all the emails, text and call history with me, i can share the same if you want me to. Please let me know when how would you resolve this situation.

I hope i do not need to resort to legal intervention to get this addressed by cleartrip

Thanks,
Anubhuti.