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[Resolved]  Citibank — Fraud transactions

Card Lost : 6-Sep-2008
Amount Misused : Enclosed below (approx 24k)
Reported to bank : 8-Sep-2008

Card blocked and requested for a new card issue.Sent a CDF on 16-Sep-2008 about the amount misused.

8-Sep-2008 : Submitted the CDF form as suggested by the bank employee. Before submitting the form employee has provided the information that all the 3 transactions (fraud) have been approved and the merchant still has not claimed the amount from the bank. The executive promised me that they will have a word with the merchant when he claims the amount and asked me to call after 4 days to get the latest information. This can be verified with the Customer Care Dept < call center unit >.

After contacting the bank they have said the they haven’t started the investigation. And said that the merchant has claimed the amount. They did not have a single word with the merchant. So I have asked them to start the investigation. And I have asked the executives for almost 3-4 times in the month of September whether I should file any police complaint about the fraud. They said no need to register a FIR as they have received my complaint within stipulated time so they suggested not to register an FIR.

22-Sep-2008 : Customer care executive named Jagdeesh with ref no [protected], the executive has informed me that they have not started the investigation process till now and he said that he’s now registering a complaint and from now and he said the investigation process will start and it will take approx 90 days.
Some Ref No’s which are registered in the month of Sep are [protected] & ([protected] - this ref is for call back, and I did not receive any kind of information from them about this ref no till now, it’s more than 3 months)

12-Oct-2008 : Complaint made to Citibank that no valid information is provided by the executives and I’m not paying the amount including the amount which I have used. Then I got a response from Nandini Raman that they cannot proceed with the investigation as she asked me to register an FIR with the police. This is nothing but misleading the customer and giving a complaint to police after one month is of no use as its not going to get accepted.

Due to some personal reasons I had to go out of station for the month of October & November, while roaming I used to get calls daily regarding the payment . I told them do not call me regularly as I’m not in Mumbai and asked them to call me at the end of November month, but again and again repeated calls were received from customer care about asking about the payment. When I asked about the investigation process they simple used to avoid the information and they simply used to say that they’ll check it out and getback and no information was provided about investigation . And again and again I used to get calls from different executives daily.

After coming back to Mumbai I have received a letter from Citibank (almost after 2 months) . In the particular letter they have sent the photocopies of the transactions (misused amount), the signatures of the transactions does not match with mine. I have no idea why these details have been sent to me and at what purpose does it useful for me.

14-Dec-2008 : Received call from Customer Care dept. and the executive had talked to me in a way that i’ve not logged any complaint to the bank and I have not reported the loss of card to the bank. Then I asked the executive to check the details and call me back providing valid information.

22-Dec-2008 : Shabida from customer care dept called for payment and asked me why the EMI has not paid, then I informed to the executive that I have not paid any single amount to the bank, why are you asking about the EMI, after arguing with the executive she has advised to deduct the disputed amount and pay the rest of the outstanding on the same day. Then I asked to send a fresh statement deducting the disputed amount and interest charges and late payment charges availed for it. They said that they will not deduct the interest charges and will not send any statement and said that the investigation is still in process ( investigation time given for me is 90 days which exceeds in number of approx days in this case). The executive started blackmailing me to pay the amount the same day otherwise they’ll send my profile details to the rest of the banks as an defaulter.
And after that she said that I’ve to pay the whole amount.

22-Dec-2008 : Received a letter from Citibank that my account information has been given to the recovery agents and in the letter some addresses of the recovery agencies are mentioned in it and the letter and they asked me to co-operate with them.

25-Feb-2008: Still the issue is not resolved, receiving the statements regularly with interest charges levied for the disputed amount also. They have stopped making calls and I’ve been receiving various messages on my mobile regarding the payment.

As I have given all the details to Bank with all the relevant channel and modes of communications I here by request bank to clarify few of my queries.

• How come a bank charge interest for the transaction amount which is not availed by the customer. ?
• How come bank give the customers account to the recovery agencies when the account is still in investigation process. ?
• How come the bank agree to ask the customer to deduct the disputed amount and pay the rest of outstanding amount in the process of investigation.
• If the bank agrees to deduct the disputed amount why they are not agreeing to deduct the interest charges for the same.?
• How come the bank asks the customer not to pay the disputed amount after charging all kinds of transactions for almost 3 months. Why this particular information was not provided by the customer care when I’ve asked them about the investigation process several times. ?
• Why the bank cannot provide a new statement to the customer by deducting the disputed amount and it’s charges availed .?

If the investigation process is for 90 days, then in this case days of investigation comes nearly to 110 days and still nobody is providing valid information about the investigation. Why this process is taking so long.?

If the recovery agents from Citibank have all information about my account why they are refusing to provide me the information about the investigation and asking the customer to call to customer care for futher details.

If Bank waste no time to give customer a call for payment then why bank is not investing time to resolve my issue. Would appreicate a quick an effective response from the bank

Would also like to infrom that the same detials should be update in collection team data base as going forward if I receive a call from Collection unit an if they try provoke by saying that details will be update in fraud list I’ll personal logged a compliant against that agency with this LETTER as an supporting document.

Banking is long term realtionship with customer hope this is understood well and postive and immediated response is awaited.
Complaint marked as Resolved Aug 14, 2020
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