[Resolved]  ICICI Bank Ltd — Fraud on ICICI EMI Credit Card

Respected Sir/Madam,
I am an unsatisfied EMI credit card holder of ICICI Bank. I have been using the card since March 2007. The credit card limit issued for my card was Rs.24000/-. In a limited time of my usage I faced a fraud. My card was misused for making some online transactions (Bass.com & Karmaaz) on December 2007 for rupees 33, 500/- and 23, 500/- also from Bottoms & Tops for Rs. 35, 700/- and same moment withdrawn cash of Rs.4, 800/- from ATM, which were not made by me and there were another 2 cheques deposited into my account worth Rs.94, 200/- from ICICI bank (Cheque number – 119469) and Rs.98100/- from UTI bank (cheque number – 382861) prior to the online transactions made which were not my account cheques. Unfortunately, I got to know about these transactions only after I received my monthly statements. That’s when I got my card blocked in December 2007 and also lodged a complaint over the phone to the customer service. My card was also on direct debit EMI system which was asked to stop immediately. I was expecting it to be some technical error and also waiting for the Bank to come with a resolution. The follow up was done through calling customer service but no resolution was given. Every time they informed still investigating on the issue. I did not receive any reply from bank. So I complaint through email on 3rd June 2008 and then I received the complaint number SR68423823 with this they informed me that “it is not possible to dispute the transactions done in the month of December 07, you can raise the dispute before 90 days from the date of the transaction, so we request you to make the payment to avoid further charges.”
The statement was very clear in my first email that I did call to customer services in the month of December 2007. The statement in the letter was – “I also called the ICICI customer services to verify the issue at the same time when I received the December 2007 statement and I also blocked my card.” Every month there is harassment for the payment.
But, although the card was blocked still further finance charged for all the preceding months were charged to my account. I received a call from Rashmi from Collection department, she started demanding for money which I avoid paying as my account was on delinquency. But, she forced me to pay a cheque of Rs.3000/- for a security purpose and assured it will not be deposited. She suggested me to write behind the cheque it is for security purpose and will not be deposited. They betrayed the promise and withdrew the cash from my account. I tried calling to her in regarding the same but nothing has been done. As I was informed she is on annual leave and this issue is handle by some one else. Every time I have to explain the issue to a different person.

I gave the copies of the letter but no response. In the month of December 2008, a cheque of Rs.5000/- was deposited in the account which was again not paid by me. The cheque number was 379016. After 2 months time again a new person (Mr Vinod) from collection department came up for another cheque worth Rs.2000/- which I denied to give and therefore they called me to the collection dept. centre located in Andheri East, JB Nagar branch and further assured that give us everything in writing, your problem will be further resolved as soon as possible. The investigation will take another 90 days (i.e. 3 months) time and the reports will reach you soon with all details. I gave the copy of the complaint letter. They also told us to ignore all the calls coming from the collection department and bank will lodged a complaint regarding this issue to police station. Even I went to police station but the officer denied to take my complaint and he said you should go to Consumer Court. In the mean time again after 2 months ICICI Bank demanded for another cheque worth Rs.2000/- from again a new person saying that every month end if you don’t deposit the money in your account, the account gets blocked and it can be unblocked only after the cheque number you deposit is inserted in to the system. And, as the account has to be investigated it shouldn’t be blocked. There is also a team going to come from Hyderabad as there are many fraud cases pending to be solved. We will give you a date when you have to visit us and the problem will be resolved. That’s the time when bank forced me to give a cancelled cheque again for security purpose inspite of me not willing to give. I had also stated clearly on the receipt provided by the bank that the cancelled cheque provided to bank is a security cheque and will not be deposited (I have the receipt as an evidence). Every time I face a new person from the collection department. I am tired of explaining the case to every new person.
On April 29th, 2009, my salary saving account was freezed without giving a prior notice and my salary of Rs.19, 800/- was withdrawn from the bank. Stating my new outstanding balance of Rs.-1, 72, 000/- On 30th April I received a call from credit card department asking for Rs.5000/- minimum for unfreezing the account. I was furious with the whole issue. Firstly, they freezed my account on top they are demanding Rs.5000/- I spoke to telecaller name Vishal Shetty, he assured me that my salary would be credited back to the account. Like everytime there was a new person whom I had to explain the whole issue from the beginning. Then I spoke to the Manager Mr. Rakesh Shetty, he was a stubborn man with no ethics of customer service. He was not ready to listen to me at all. He was again forcing me to pay atleast Rs.2000/- only then he will unfreeze the account. Until I dont pay the amount I would not be able to do anything. He said I have to pay the entire amount, inspite of complaining the higher authority will not be able to resolve the issue. He also came up with a new issue saying why the previous cheques provided by you bounced. Infact, the cheque was not bounced but a cancelled cheque was provided as per the prior communication with bank person.
Firstly, I would like to know if there is any rule stating that bank can withdraw the amount from and account and freeze the account without prior notice or permission. As per my knowledge and what I got to know from a complaint call that I made to ICICI bank on 29th April that bank is assume to give 2 notices prior to freezing the account or take permission from customer. But, nothing of this sort was done in my case. On 4th May 2009 I had gone JB Nagar Branch and met the Manager Mr. Hiren Shah again I have to explain the complete issue and he said its too late you need to do the settlement. He also said the complaint was never under investigation. I was really shocked after listening this from him. I ask him who has given the authorisation to freeze my account and he replied the authorisation has been given by Reserve Bank of India. Also I visited to Malad ICICI Branch with whom my salary account is active. I spoke to the Branch Manager (Mr Amit Fiero). I asked him about the freezing the account and when he checked the account was not frozen and the amount of Rs.19800/- was already debited from my account by credit card department. I asked manager can the Credit card department debit the entire amount from my account without informing me and he said they can do that. Again this was done without my authorisation and without informing me. This is again another fraud self by ICICI. I ask the acknowledgement for the freezing the account but nothing was given me in writing. All my other important dues are based on my salary income i.e Home loan, Personal Loan and so on. I am sending this copy to RBI Ombudsman, Police Station of Andheri East and the ICICI Bank.
I kindly request the higher authority to resolve this issue as I am extremely aggravated and tired with the whole issue. I have not got any resolution from bank for same. And I request for cooperation. I have been saying it’s a fraud for past year and half. I have given the entire cooperation bank expected from me since then. But, I don’t see any results and I am forced to take further step for my resolution.
Awaiting for you reply.

Regards,
Pranita Sawant