HDFC Bank — Dispute on Credit Card Charges

Address:

HDFC Bank Ltd., HDFC Bank House, Senapati Bapat Marg, Lower Parel (W), Mumbai - 400 013.

Greeting for the day.
Hope you and your family are safe under outbreak condition.

To make you understand the case, please allow me to take your through the chronology of events which is as below:

a) On 24th June 20 I was working at Zydus Cadila Topical Unit – Changodar Moraiya Ahmedabad.
b) Basis company policy, the mobile was kept on mute as a part of code of conduct.
c) The messages of transaction made from my account was received but was not notified since mobile was on mute.
d) After some time received a call from customer care for the authentication of transaction made from my account at 11:52 AM.
e) I have replied to that call and understood the matter and got that fraudulent transaction was happened from my account and immediately asked the customer care personnel to block my card and start investigating the matter to prevent me from substantial loss (i.e. 80, 000/- INR) and asked to inform me for any need of police complain.
f) In return, Customer care personnel has reverted that I would be notified within 24 hrs considering they have log the complaint and they would start investigation.
g) Since the complaint was registered with the bank through Customer Care personnel and there was no evidence or tracking id to track the progress, I called the customer care again and obtain the complaint id # [protected] and simultaneously wrote a mail for the dispute on customerservices.[protected]@hdfcbank.com and neelam.[protected]@hdfcbank.com (formerly acting as Relation Ship Manager when the case was discussed)
h) Since no communication received even after 24 hrs, as committed to me previous day, again I have re-initiated communication with customer care regarding the issue and I was informed that even though the fraudulent transaction was attempted the amount was stayed un impacted.
Please be appraised I have immediately checked my credit card statement while ongoing call and found that there was no appearance of such transaction in the log and amount deduction.
The same I have discussed with customer care, in return of which I was assured that the amount is secured and I will experience no deduction from the account.
i) After two days when I was checking my credit statement, I was shocked looking at the conversion of 80000/- INR in to loan amount in my account for which we experienced fraudulent transaction and discussed a lot with customer care and received assurance of no impact on amount taken for transaction.
j) Immediately I have called customer care personnel and explained everything and ask for removal of amount from the loan account. Since he was not an authoritative person he suggested to communicate with Redressal forum or bank person with Dispute form and as an interim action he has logged my complain vide ID # [protected].
k) Accordingly I have raised a dispute by filling manual form and submitted to HDFC Ltd. Ghuma Branch, Ahmedabad and notified to have a clearance on dispute within 15 working days through mail.
l) Since the dispute was not resolved through multiple communication with bank, I was forced to put you this mail.

Point of Defence:
I. If I have made above stated transaction using Credit Card then there is no reason to established multiple communication with the bank and/or customer care personnel and/or Grievance cell for the dispute.
II. I don’t hold any communication on my bank registered mobile number or registered mail id on request for conversion of transacted amount in to loan with easy monthly instalment, if it was initiated by me.
III. By looking at transaction summary, please find the chronology as below:
a. First transaction was attempted on www.nearby.com which was done for amount 50099.00/-INR and was failed @ 11:46 AM
b. Second transaction was attempted for 50000/- INR @ 11:47 AM using PAYTM gateway.- Payment Made
c. Third transaction was attempted for 30000/- INR @ 11:48 AM using PAYTM gateway – Payment Made
d. Fourth transaction was attempted for 10000/-INR @ 11:50 AM using PAYTM gateway – payment failed
Now from the above summary, if I would be the person who has made above transaction then I would have not made the fourth attempt of spending 10000/- INR which was failed considering the overrun of credit limit.
So it indicates that it must have done by someone else who did not know how much money I have already spent using my credit card and what limit was left that time.

IV. My Mobile number is +91 xxxxx 7009 which is registered with the bank and PAYTM app and from this as well no transaction was made from my end.

Sir looking at above all detail, there is no point on suspecting myself for doing all above transaction and incur a loss of 80, 000/-.
If you are not convinced through the points I have discussed here then you can verify all the details I have provided here and investigate about my involvement for the said transaction.
Above all, I am requesting you to kindly take up the matter in your consideration on top priority and help me out from the loss of substantial amount.