HDFC Bank — I m complaining about debt card fraudulent withdraw money from my Account

I having account in HDFC Bank in branch of sector 11 rohini in Delhi.
On 15 Aug 21, around 18:10 hrs, somebody fraudulently transfer Rs. 14, 800 from account without my consent. I got message form bank about that which was later disappeared from my phone. Within few minutes I raised my complaint about that debit card fraud and also blocked my account, debit card, UPI and Net banking.
My complaint number is MUMP[protected] which was later merged on reference number:[protected]raised in HDFC Bank)
Also raised complaint in Cyber Cell too. Complaint Acknowledgement No.[protected], dated[protected] & Complaint_Detail_[protected]
On 16 Aug21, I filled dispute card form, cutting copy of Debit card, and also attached copy of cyber cell and deposited in sector-11, home branch. (As per RBI guidelines filled complaint within 3 days of fraudulently happened.)
Meanwhile I got SMS & Email from cyber cell (on 16 Aug 21) which stated that
“Dear Sir/ Madam, Status of your Complaint Acknowledgement No.[protected], dated[protected]reported on Cyber Crime portal is Rs.14815has been Put on Hold. Kindly contact to your respective Bank/ Branch. Regards National Cyber Crime Reporting Portal.”
Then I rushed to my home branch and informed about that but they said me to contact customer service for that.
I got call from HDFC Bank (Ms Anita from Dispute department ). I advised her about that message. She told me that send mail on [protected]@hdfcbank.com and also quote that reversal amount from merchant.
I did that and sent mail on 19 Aug. to that email id.
from:
Delight Insight

to:
[protected]@hdfcbank.com

date:
Aug 19, 2021, 7:14 PM

subject:
Complaint MUMP[protected].

mailed-by:
gmail.com

Delight Insight

Thu, Aug 19, 7:14 PM (9 days ago)

to support

Dear All,

I had a word with Ms Anita from Dispute department

For you info I got message from HDFC

As per below mail, already did

"Msg HDFC Bank -Your request has been registered vide comp MUMP[protected].We will revert to you within 7 working days."

Please advice about the same

Got msg from Cyber cell Delhi Police

'Dear Sir/ Madam,
Status of your Complaint Acknowledgement No. [protected], dated 16/08/2021 14:53:40, reported on Cyber Crime portal is Rs. 14815 has been Put on Hold. Kindly contact to your respective Bank/ Branch.
Regards
National Cyber Crime Reporting Portal

Request you to get my amount reversal from merchant as per above message of cyber cell

Regards
Amit chhillar
[protected]

Then I got many mails from hdfc bank from dispute team ([protected]@hdfcbank.com) about that.
Also got message that they will advice within 7 working days.
I got mail form HDFC Bank on 27 Aug 21.
On Fri, 27 Aug, 2021, 11:38 Debit card Disputes, wrote:
Dear Customer,
Thank you for writing to us.
We take this opportunity to update you on your complaint regarding transactions of Rs. 14800.00 and Rs. 15.00 dated 15/08/2021 at M/s RAZ*GetMega on your Debit Card number ending with XX1182.
We would like to inform that the said transactions are duly authorized E-commerce transactions done using the above mentioned Debit Card. As you must be aware, as per regulatory guidelines, all online card transactions are to be carried through an additional authentication/validation.
This second level/additional password is the Verified through ATM PIN/Secured Password, and the same is privy only to the customer and an E-commerce transaction cannot take place without a possible compromise of the password by the customer and except the customer nobody else can access the Debit Card details and incur the transactions without the knowledge of the customer. Further the said PIN/Password needs to be kept discreetly by customer without the same being shared with any person or persons as it may result in the Debit Card being misused.
Following are the ways through which the password can be compromised:
I. Replying to a unsolicited mail and thus sharing personal account credential details (Phishing Mail).
II. By Compromising the Debit Card details & password by logging through a Cyber Cafe or a Shared Computer wherein malicious Software could capture the Password and passing the same to the third party.
III.The PC being infected by a virus (called as Trojan) which can capture a Password and the same being passed on to a Third Party.
IV.Password being compromised by the “Man in the middle attack " wherein a deviant Software hijacks the Computer and captures all information entered so as to use the same with a malicious intent.
Based on above information provided, the bank will not be able to bear the liability for disputed transactions.
Looking forward to your continued patronage & support.
In line with our focus and commitment to Customer Service, we trust the issue has been resolved to your satisfaction. If you are not satisfied with the resolution, you may write to our Grievance Redressal Officer Ms. Punam Umesh Naik at HDFC Bank Ltd., 2nd Floor, Zenith House, Mahalaxmi, Mumbai 400034 or E-mail at grievance.[protected]@hdfcbank.com . Alternatively, you can call our grievance cell at Toll Free:[protected].
The Reference number for your query is 16002892 .
Regards,

Vinod
Manager
HDFC Bank Ltd
[protected][protected][protected][protected][protected][protected][protected][pr...⇄
Now bank is saying that he is not liable for that. Straight way refusing that,
From above mail bank committed that transaction was done by debit card.

“ We take this opportunity to update you on your complaint regarding transactions of Rs. 14800.00 and Rs. 15.00 dated 15/08/2021 at M/s RAZ*GetMega on your Debit Card number ending with XX1182.
We would like to inform that the said transactions are duly authorized E-commerce transactions done using the above mentioned Debit Card. As you must be aware, as per regulatory guidelines, all online card transactions are to be carried through an additional authentication/validation. “
First of all transaction was not done by me of 14, 800 and was not duly authorized by me. Without my consent how bank did it. They sent any OTP for that to me. Which was not mentioned there.
As per RBI guidelines” IF you do so then you will not have to bear any kind of loss. RBI has also said that the fraudulently withdrawn amount from the customer's account will be returned to his bank account within 10 days on informing the bank within the stipulated time”
So request you to take up with bank and get my money back to my account. Even transaction was hold by Cyber cell as informed to bank but they didn’t took action on it.
Now only saying that it is not liable.
Without my consent, how money took from my account.