ICICI Bank — Unauthorised ATM withdrawal, and ICICI doing just lip service. ICICI is WORST BANK of the world

 
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India
 mohansanjay
I am a serving Army officer presently posted at College of Military Engineering, Pune and shifted to Pune in June, 07 from Bangalore. I have been subject of a fraud at the hands of ICICI bank. I hold an account with ICICI Bank at Hissar (Haryana Branch) as I was posted at Hissar from Jan 2002 to May 2004. I have never been to Hissar since May 2004 as I was transferred to Bangalore from Hissar, and then in 2007 (after three years) got posted to Pune. I was operating this account for primarily paying bills through cheques and online internet bill payments etc.

I hold an ATM card of the bank with me which is valid for another decade or so. Now ICICI informs me that a new Grid based card has been issued to me which could not be delivered to you as I stay in Army Colony and couriers are not allowed inside.

I informed them to send the ATM card to any ICICI Bank and I would collect the same from the given address. Then ICICI informs that the ATM card has been sent back to parent branch in Hissar and I collect it from them. So I informed them that I am located at Pune, please send the card in Pune. Now ICICI says that the card has been destroyed. So I was satisfied.

But on 29th October 2007, I find that two withdrawls of Rs 2522/- and 22522/- have taken place from my account. I ask ICICI about it and I am informed that these are ATM withdrwal from a non-ICICI bank. I ask them to refund the money as I have not authorised the withdrawls. They said that they will revert with fraud investigation after 34 days and registered a complaint SR 43001554 and now they say that money will not be refunded. I have lodged an FIR with Bhosari, Police Station, Pune with inward number 9524/2007 dated 30 Oct 2007.

I am sitting in Pune and money has been withdrawn from Hissar AXIS bank ATM (as per information of ICICI bank). The ATM card issued without my authorisation and then not delivered to me. And then money withdrawl from Hissar where the ATM card was finally lodged and allegedly destroyed by ICICI. All point to a major security breach at ICICI and they are not responding to any of my queries. I tried talking to the bank but I got a reply that speak to customer care. And customer care is just repeating one fact that the card has been destroyed and there is no other card.

I am attaching all the transcripts of the emails (after my mobile numbers) that I have transacted with ICICI on their Infinity banking site.

I have all the details with me in hard copy too and also the FIR copy with police station. I am located in Pune and would be willing to hand over documents if you so desire.

When someone defaults on payments to ICICI, he gets beaten up or even killed and here a customer has suffered loss at the hands of ICICI and can not do anything about it. All he gets is a two liner reply. Please help me in getting my money back from ICICI.

I have already wasted a lot of time and effort in filing an FIR and then talking to ICICI customer care and even visiting their branches but to no avail. I hope something can be done. It is really frustrating dealing with ICICI bank. I have become quite paranoid about money, and it has just destroyed my mental peace and affecting my health too. Also I have wasted a lot of time in sending emails, going to the ICICI bank, police station for filing the complaint and also talking to ICICI customer care which put you in a loop. Please help me.

Best regards

Sanjay Mohan
Lt Col
Senior Instructor
FNBCP, College of Military Engineering
Dapodi, Pune 411031
Mob: [protected]
Mob: [protected]

Below you will find all the emails that happened with ICICI and me on their Infinity Online Banking site:
-----Original Message-----

Branch Id : 0172 Account Id :[protected]
ICICI

Why have you withdrawn Rs 2522 and Rs 22522 from my account? Who has authorised you to withdraw money from my account like this??

Also my new grid based card has never been delivered to me at all. Please look into it and I want my money back into my account.

Sanjay Mohan


-----Reply Separator-------Dear Mr. Mohan,

We understand that you have al;ready placed a complaint through our 24 hour Customer Care under the Service Request SR42935673. We will write back to you within 1 working day with the status.

Sincerely,

Sanjay Giri
Account Manager
ICICI Bank Limited

-----Original Message-----

Dear ICICI

It is really sad that a bank of your repute has some bad hats. I have suffered a huge monitary loss for no fault of mine. I have my debit card with me and have never disclosed the pin. Actually I have hardly ever used it for withdrawl of moneys from ATM. This was used for Internet transaction authorisation both in Bangalore and here in Pune for payment of Bills or otherwise.

I am not able to fathom the amount of security leaks at your Hissar Branch, that all the details have been revealed and also a debit card either the one that you said in your mails that has been destroyed was never actually destroyed. I would like to know whether you actually destroy a card or just erase its contents, what is the surety that the contents were erased???

And if you physically destroy the card, what if it is not destroyed and lands in someone else's hands who happens to be an insider and knows all the details like PIN etc. from the main server or database.

I want all these questions answered. It is my hard earned money which has gone in minutes.

The fraudulent transaction has taken place at Hissar, EXIM bank. And my account is with Hissar ICICI bank. Naturally someone insider has done this job. Can we really trust you with our money in this way? I am at Pune and transaction takes place at Hissar....

I have been a regular customer of ICICI bank, both debit and credit card but I never thought that I can be duped of my hard earned money like this. Also I have never defaulted on any payment schedule. I am a customer of ICICIdirect too for a long time, 2001-02. I thought that you value relationship but I am disappointed.

I was given to understand that I will get a resolution in a day but I had to ring up the customer care and again go through the full rigmarole of explaining to a plethora of customer care executives to reach the manager for an answer of EXIM bank and no resolution of complaint. It is a fault of your system, I have my card with me, someone has done the fraud at the location of the bank. Had it happened in Kerala, then it would have been different. But it happened in Hissar , even a kid would put two and two together and say that there is somthing seriously amiss in your Hissar Branch.

I have lodged a complaint with Bhosari Police Station, Pune for unauthorised transaction in my account. I have also contacted the Cyber Crime Cell for advise and if required I shall not hesitate to go to consumer court for redressal of complaint. You are custodians of our money and also the data. If I am in possession of my ATM card how could someone get a duplicate of it??? It is a serious lapse. I had heard that such things used to happen in the West that Debit cards are cloned but never thought that happening in India and that too Hissar. Or it is the Grid Card falling in wrong hands???

I want resolution of the complaint at a quicker pace. So I would request you to act in an appropriate manner.

Sanjay Mohan

-----Reply Separator-------

Dear Mr. Mohan,

We understand that you have called our 24-hour Customer Care and registered your complaint vide Service Request SR43001554. Your complaint is forwarded to our investigation team for further investigation.

Looking forward to your co-operation.

Sincerely,

Sultan
Accounts Manager
ICICI Bank Limited

"ICICI Bank introduces 9.5% interest p.a. on a 890 day Fixed Deposit. SMS FD <NAME> to 676766, Eg. FD JAY"


-----Original Message-----

Dear Mr. Sultan

I am ready and awaiting the response from your investigating team. I am all out to help you in whatever you deem fit. It is a serious security issue and I would be most happy to assist you in finding the loopholes in the system. This will go a long way in arressting future frauds of this nature.

Awaiting eagerly for your investigative team's call.

Sanjay

-----Reply Separator-------

Dear Mr. Mohan,

We understand your concern.

Our investigation team is looking into your complaint raised.

We request you to wait for the revert from the department concerned.

Looking forward to your co-operation.

Sincerely,

Sultan
Accounts Manager
ICICI Bank Limited

"ICICI Bank introduces 9% interest p.a. on a 890 day Fixed Deposit. SMS FD <NAME> to 5676766, Eg. FD JAY"

-----Original Message-----
Hello Mr Sultan

I am awaiting the findings from your investigating deptt. At least you can let me know some interim findings.

Sanjay Mohan

-----Reply Separator-------

Dear Mr. Mohan,

Kindly note that your complaint is in process and our investigation team will contact you if required regarding the status of the complaint.

Looking forward to your co-operation.

Sincerely,

Phani Kiran. K
Account Manager
ICICI Bank Limited

-----Original Message-----

Subject: RE: Others

ICICI

The investigating team member had come to me and taken the required documents about 15 days back. I am still waiting for any feedback on the fraud investigation. I hope you are investigating.

Also let me know, how much more time you require for completing the proceedings.

I need my money for some important occasion, so request you to do the process a little faster as it is already about one full month from the incident.

Sanjay Mohan.

-----Reply Separator-------

Dear Mr. Mohan,

We will be unable to provide the photo Clippings of the transactions, as these transactions are done at Non ICICI Bank ATM.

The ATM cash withdrawals are PIN based transactions and we will be unable to reverse the amount.

Sincerely,

Mohammed Taqui
Account Manager
ICICI Bank Limited

-----Original Message-----

Subject: RE: Others

These are pin based transactions but you need an ATM card first. The card is with me at Pune and the transaction happened in Hissar, I ask you how??

I am filing a complaint in Consumer Court and I will go to all length to get my money back with interest and harrament to me. You are talking about PIN but what about the card? How a card has been generated which has been used in Hissar tell me that.

Now I say when a fake card can be generated then the same hacker can always get the pin too, there is serious security lapse at your end and you must be blamed for this.

I will sue you for all the mental harrasment that you have given me.

And also I want all the details of the transaction, you have not provided me that.

Sanjay


-----Reply Separator-------

Dear Mr. Mohan,

We are looking into your concerns. We understand that we will need few more days to revert to you.
We will reply to you with the status at the earliest.

Sincerely,

Mohammed Taqui
Account Manager
ICICI Bank Limited

-----Original Message-----

Subject: RE: Others

ICICI

Further to my communication on ATM transaction I would like to add the following points:-

Your response is just great, a two liner stating that photos of the person who has fraudulently withdrawn money are not available thus money can not be refunded. You, who profess customer relations, did not even bother to go into details that the customer is a reputed Army Officer with absolute clean track record of a more than five years of banking with you. If this is what you do to your trusted customer, I really can not fathom your response to general public. I had thought that you would go all the way to find how it happened but you have just done a lip service, probably your bank has become large and unwieldy, kind of going out of control.

I also thought that you would initiate an inquiry and try to find the security breach but your operators are stating that there is no duplicate card. I had stated earlier that the card is held with me in my person and while I am in Pune the money has been withdrawn from an AXIS Bank ATM in Hissar. On the day of the transaction 29 Oct, 07, I had requested your ICICI Customer manager that I am willing to show the card to any bank in Pune, as I am stationed in Pune, but I was told that we believe you. And now, you say that that the card is unique and can not be duplicated.

I state that the breach is at your bank and it is major security breach. I also state that I have trusted the money with you, I have trusted my details with you and you have compromised the details for this fraudulent transaction.

True the PIN is with me but it has to be in your system too, otherwise how would one log into IVR by PIN and ATM card number. Now for an ATM transaction, both are required that is the card and also the PIN. If the fake card has been generated after obtaining my details from your bank, then why not the PIN. But the Card is unique as told to me by your operators, then major security breach is from your bank that someone has stolen my account details and generated a fake card. And the reason that the card has been used in Hissar also points in the same direction.

Another small but very important issue, what is more serious security breach the DUPLICATE ATM CARD or PIN???? A hardware has been generated and used. I am not aware but it would require my account details and certain security features to access my account, how these details have been obtained by the fraudster??? The finger points to your Hissar bank. Now if he can obtain such classified details and also the security features of the card, is PIN a difficult job for him??? I hope you understand.

Also why have you generated the GRID Based Card without my request?? When the present card is valid till 2016, what was the need to generate another card?? There are many questions which I would like you to answer.

But first you must recognise this as a major security breach and initiate measures to avoid further frauds of this nature. Second I would like you to initiate enquiry at the highest level of your fraud control division and refund my hard earned money. Always remember, the justice is gradual. I can approach Sessions Court, then High Court and then Supreme Court. Just a tinpot enquiry can not say that the money shall not be refunded. You have more liability in protecting my money. You must institute measures for safe banking.

Now if passive investigation has not been successful then do pro-active investigation. You enable my card and then keep the same in a vault in any ICICI bank, under lock and key. The individual would again try to use the dupliacte card and my point that there is a duplicate card and a mojor security lapse would be proved. But then you should be willing to accept that such a thing is possible. Now for no fault of mine I have lost a sizeable sum of 25044/-.

Another small observation, if I have to withdraw 25000/- why would I withdraw in two installments, I am a netbanking customer with a number of net transactions, would I not be aware of the balance in my account and why would I waste Rs 22/- in the second transaction.

If you look at the withdrawl pattern, the person has withdrawn Rs. 2522/- first and then 22522/- after checking the balance and he has been in the ATM for more than eight minutes. If you can not find the identity of the person from AXIS bank why have you tied up with them for ATM withdrawl?? You should have ensured compatible service standards before allowing such a tieup.

I would like the enquiry to be escalated to the highest level and also would want a direct telephone number of the person incharge. I would also want the telephone number of your IT manager. I have wasted a lot of money in telephone calls to your operators and explaining all the details time and time again. It is really taking a toll on my health, it is raising my blood pressure and causing mental agony to me. The frustration in getting to the right person aggravates my condition of high blood pressure. This is the service of ICICI bank, this is your committment. You make a person fall into a loop to avoid liabilities.

I would request an elaborate investigation of the incident with detailed report on all facets.

Sanjay Mohan.

-----Reply Separator-------

Dear Mr. Mohan,

We understand your concerns, however as the ATM cash withdrawal is a PIN Based transaction. We will be unable to reverse the amount.

We regret the inconvenience caused.
Sincerely,

Mohammed Taqui
Account Manager
ICICI Bank Limited
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ATM untampered, but Rs 14 lakh stolen from it
20 Jun 2008, 0235 hrs IST, TNN

BANGALORE: Rs 14.31 lakh was stolen from an ICICI bank ATM in ATR complex in Murugeshpalya. On June 15, Rs 14, 30, 400 was loaded into the ATM machine. The following day, it was discovered that the money was stolen. However, the ATM was left untampered. Police suspect bank officials to have committed the offence. The manager, Ajith Kumar, has lodged a complaint.
Hi,

I did request for update my password for on line banking, it will send on my correspondance addresss, i am unablt to reach there so please send that on my residance or my email id, if there is any option to cancel request then please tell me so that i can cancel that request, Please call me,


My mobile:[protected]

Thanks

Rahul Dwivedi
Software Engineer
Sir

I have withdrawn Rs. 10000 from SBI on 7th july, the slip came saying that "SORRY UNABLE TO PROCESS" without the amont. so again i have withdrawn Rs. 10000 but in my account it is showing
that i have withdrawn amount of Rs. 20000 but i got only Rs. 10000 in my hand, soi request you go through the problem and I used ICICI Debit card.


My Name
Bhavendralal Bhaskaran
My ICICI account number is
[protected]
ICICI Santoshnagar Branch

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    ICICI Bank - Unauthorised ATM withdrawal, and ICICI doing just lip service. ICICI is WORST BANK of the world