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I am a doctor by profession working at AIIMS, Hospital New Delhi for the past few years. I have been a Citibank credit card holder for the past 7-8 years. Since past few years I have been using a Gold card and have always maintained a good credit history.

On 19th of December, I noticed a message on my phone regarding some transaction of Rs.5187/- made in the favour of TELEBRANDS. I immediately called the customer care number to speak to a citiphone officer to inform that this is a fraud transaction as I had not made any such transaction.

The Citiphone officer by the name of Mr. John, informed me that a transaction had been made in the name of TELEBRANDS- BILLDESK and another attempt had been made on the same day to do a transaction of Rs. 12,000, which thankfully had been blocked by the bank ( I don’t know the reason for the same). I informed him that I have not made any such transaction and this transaction should be stopped immediately and got my card blocked. I was asked to mail a Card Declaration form (CDF) at the earliest so that the investigation can be initiated, which I mailed in an hour’s time. I requested to please get the investigation initiated at the earliest so that if the transaction is Delivery Based the delivery may be stopped at the earliest and the address given by the fraud can be located and perpetrators can be caught red-handed.

I got a call from citphone officer today on December 23rd/12/09 ( after 5 days) informing me that surprisingly the investigation has still not been initiated by the bank as they have not received the CDF till date, giving a window of opportunity for the fraudsters who used my card details to go scot free. I had sent the form on the same night after talking to the concerned officer, and I have the BCC copy of the same , I am also in possession of a mail from the bank confirming me of the same . When I told the same to the officer and explained that the delay in investigation may have only helped the fraud transaction go through, he disconnected the phone. I’m sure he realized his mistake soon, as to add to the confusion I received a mail immediately from Citi customer care officer named S.Prasad that he had already received the CDF form on 20th December itself .

I would like to ask why wasn’t the investigation initiated at the earliest to catch the fraud and suspend the transaction by getting it cancelled at the earliest. This slow and casual response on behalf of the bank reflects a lack of willingness to catch the frauds behind this transaction and safeguard the interest of a troubled customer.

Dr. Varun Malhotra
Complaint marked as Resolved Aug 14, 2020
Complaint comments  2 CommentsShareTweet


Credit Card — Very Casual response to my Complaint by Bank

Dear Sir,
This is reference to my SBI Credit Card No. [protected], which was lost at Chandni Chowk, New Delhi on[protected] afternoon. I came to know about this loss on[protected] and got the card blocked immediately and lodged FIR at Chandni Chowk police station. By that time, someone made a purchase worth Rs. 35, 000/- at different places from this card. I raised dispute form for these fraud transactions with the bank, for which response from bank was very casual and non-responsive. My concerns in the instant case with the bank are as follows:
1) The representatives were following a normal practice of communication with me before approving the amount. However in the instant case where transaction was more than Rs.35, 000/-, no such communication was made with me and the amount was approved without my knowledge and consent.
2) It was also requested and pursued with the representative for disclosure of place of transaction, an information which would have been of crucial significance and help in tracing the offender. However, SBI representative remained totally unresponsive to my repeated earnest pleas (refer various emails from December’08 to March’09)
3) I had also been repeatedly pursuing for the vendor copy of proof of purchase, which was not provided. Subsequently as late as six months, I was provided with vendor’s proof for only one purchase out of 5 purchases and proof of the other purchases is still at large.
4) I have been a committed and regular customer of SBI Credit card and my track record is impeccable as is evident from SBI statement (enclosed herewith).
Further, as a closing note, it is necessary to bring it to your kind attention that the page no. 2 of SBI monthly statement indicates “FOR BETTER MANAGEMENT OF CREDIT, WE WILL MAINTAIN STRINGENT CONTROLS / NOT APPROVE HIGH RISK TRANSACTIONS”. However in the instant case, it was exceedingly disappointing to note that the said value is not being adhered to, thereby leaving me distressed knocking from door to door for relief and to add further agony. SBI’s billing department / recovery people have been persistently following with me for this payment of about Rs. 35, 000/-, for which I have not made any purchase. Now, my humble request to you therefore would be to lock into the matter on utmost priority and do the needful.

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