HDFC Bank — unauthorised/fraud transactions from hdfc credit card and responses from hdfc bank team

Details of my case, complaint id:[protected], (From 01.07.2019 to 17.08.2019)

1. It is came to my notice through hdfc netbanking unbilled statement on dated 01.07.2019 that
Following international transaction done from my credit card ending*4418:
Rs. 15, 051.83 at m/s WWW.ALIEXPRESS.COM london gbr dated 26.06.2019.
2. I have not received any intimation from hdfcbank about this transaction on my registered mobile no.
As well as on my registered email.
3. I have reported unauthorized/ fraud transaction (Rs. 15, 051.83 towards m/s.
WWW.ALIEXPRESS.COMlondon gbr dated 26.06.2019, wednesday) on dated 01.07.2019, within 3 working days.
4. Hdfcbank customer support has blocked the card and reissued new card on dated 01.07.2019.
5. I have submitted dully filled dispute form as required by hdfc customer support on dated: 01.07.2019.
6. I have received new card ending *5218 on dated 05.07.2019.
7. I have registered the card *5218 through card login portal on 10.07.2019. Before my registration
Total unbilled debit amount was 0.00.
8. After registration of card i found one more unauthorised transaction from card ending *4418, this
Was not available in unbilled statement when i checked the statement on dated 01.07.2019:
Rs. 2, 000.00 at m/s hdfc payzapp wallet load bangalore, dated 30.06.2019.
9. I have not received any intimation from hdfcbank about this transaction too on my registered mobile
No. As well as on my registered email.
10. I have reported unauthorized/ fraud transaction (Rs. 2000.00 towards m/s. Hdfc payzapp wallet
Load bangalore, dated 26.06.2019) and submitted duly filled dispute form as required by hdfcbank customer support on dated 10.07.2019.
11. At this time, i have also requested the customer support officer on 10.07.2019 around 9 pm at no.
[protected] to not issue new card till the resolution of dispute. Still they issued new card.
12. On dated 26.07.2019, cc dispute cell of hdfcbank has replied:
“we would like to inform you that upon investigation, we observe from our records that the said charges are secure transactions incurred on secure merchant web sites and were duly authenticated by dynamic authentication process (Otp) which is confidential and known only to the cardholder.in view of the above, we wish to inform you that the said transactions were incurred by an authorized person and hence the transactions remains payable on the card account.”
13. I had repeatedly requested for these authentication documents in several of my past emails (26-jul-
2019 at 15:47, 27-jul-2019 at 13:20, 28-jul-2019 at 12:06 pm, 29-jul-2019 at 11:39 am, 30-jul-2019 at 1:03 pm and[protected] at 3:29 pm) to cc dispute cell of hdfcbank. Cc disputed cell has not provided me any authentic document in support to his statement.
14. Cc dispute cell has simply repeated his statements on dated:30.07.2019 at 1:52 pm and
Dated:31.07.2019 at 3:53pm, without any logical backing of proofs that such transactions were indeed authentic.
15. On dated:02.08.2019 mr. Praveen sharma of hdfcbank has contacted me on my mobile and requested
To resubmit the filled dispute form to parveen. [protected]@hdfcbank.com. I have immediately forwarded
Him the required document.
16. On dated: 03.08.2019, senior management noticed my email dated 31.07.2019, which was addressed
To cc. [protected]@hdfcbank.com and copy to [protected]@hdfcbank.com and replied:
“it is unfortunate to note that your recent interactions with the bank have not been to your satisfaction and we regret the inconvenience caused to you in this regard.
We take this opportunity to inform you that we are looking into your query and we shall respond to you in 9 working days. We request you to bear with us in the interim.”
17. On dated 13.08.2019, i have received the bill statement of card for the month august (Period:
13.07.2019-12.08.2019), and found backdated entry of credit transaction.
18. On dated 13.08.2019, i have written to priorityredressal. [protected]@hdfcbank.com regarding
Clarification of such backdated entry:
“dear sir,
Today i have received credit card statement of the month august-2019 (Period:13th july 2019 to 12th august 2019) and found the following backdated entry of credit transaction:
Date: 30/06/2019
Transaction description: payzapp wallet load bangalore
Amount (In rs.): 316.00 cr

Here, i would like to highlight the following facts:
(A) i have not received amount credit transaction message of rs. 316.00 on my registered mobile /registered email address.
(B) the detail of this credit transaction was not available in the previous statement of the month july-2019 (Period:13th june 2019 to 12th july 2019).
(C) i have repeatedly mentioned that i have never used hdfc payzapp.
* (Bill statements of july-2019 and august-2019 both are attached herewith this email).
You are hereby requested to clarify this backdated entry of credit transaction at earliest.”

19. On dated 17.08.2019 senior management has replied:
“dear mr. Srivastava,
This is with reference to your e-mail dated july 31, 2019 and our subsequent interim response dated august 03, 2019 regarding your hdfc bank credit card account.
It is unfortunate to note that your recent interactions with the bank have not been to your satisfaction and we regret the inconvenience caused to you in this regard. We assure you that it is our constant endeavour to provide outstanding service to you and ensure that your banking experience with us is always pleasurable.

We note that you are not in agreement with the transactions of rs. 15, 051.83 and rs. 2, 000.00 towards m/s. WWW.ALIEXPRESS.COM london gbr and m/s. Payzapp wallet load bangalore ind incurred on your card account on june 26, 2019 and june 30, 2019. Basis your earlier query received, we had taken up for an appropriate investigation and wish to clarify that the said transactions were incurred using the one time password (Otp) that was entered by you at the time of transactions in the specific merchant website. It is pertinent to mention that the one time password was sent only to your registered mobile number number 981*8345. We request you to check the details at your mobile number. Hence, the transactions remains payable on the card account.

We observe that merchant has processed partial refund of rs. 316.00 (Towards the payzapp transaction) to your card account on august 03, 2019. The relevant credit reflects in your august 2019 statement.”
20. Senior management has also not provided any authentic documents to me and repeated the same
Statement.
21. On dated 17.08.2019, i have also replied to senior management for details see#adityapuri on twitter.
“dear mr. Pramod nair,
I again repeat that ….
I have received the same reply from cc. [protected]@hdfcbank.com on dated:26.07.2019 at 15:17, dated:30.07.2019 at 1:52 pm and dated:31.07.2019 at 3:53pm.
You have mentioned that:
We observe that merchant has processed partial refund of rs. 316.00 (Towards the payzapp transaction) to your card account on august 03, 2019. The relevant credit reflects in your august 2019 statement.
Important facts:
(A) if the merchant has processed refund of rs. 316 on august 03, 2019. Then why the date of transaction is 30.06.2019?
(B) as per your email statement transaction was authentic, then why such partial refund on the same date?
(C) why hdfcbank has not sent credit transaction message of rs. 316.00 to my registered mobile on august 03, 2019?

I’m very regret to say that instead of providing authentic documents as i have requested since 26.07.2019, you people are mentally harassing me by repeating the statements that such transactions were indeed authentic.”

Responses on facebook and twitter from hdfcbank correspondents

(I) response by the name anay on twitter and facebook post :
On dated 27.07.2019 and 14.08.2019: hi srivastava, let me check this with the concerned team and get back to you. Request your patience in the interim.
(Ii) response by the name nadia on twitter:
On dated 30.07.2019: hi, we have taken note of your comments expressed with regard to your credit card and the same is being reviewed as appropriate. You may look forward to receiving a response to your e-mail id in 3 working days. We request you to bear with us in the interim. The reference number for this interaction is[protected].

(Iii) on dated 03.08.2019: hi srivastava, we have taken note of your comments expressed with regard to your credit
Card, you may look forward to receiving a response to your e-mail id in 3 working days. The reference number for this interaction is[protected].

(Iv) on dated 14.08.2019: hi, we have taken note of your comments expressed with regard to your credit card and
The same is being reviewed as appropriate. You may look forward to receiving a response to your e-mail id in 3 working days. We request you to bear with us in the interim. The reference number for this interaction is[protected].
(V) response by the name zubin on facebook:
On dated 14.08.2019: hi sachin, we have taken note of your comments expressed with regard to your credit card and the same is being reviewed as appropriate. You may look forward to receiving a response to your e-mail id in 3 working days. We request you to bear with us in the interim. The reference number for this interaction is[protected].

Till the time hdfc credit card division has not provided me the authentic documents in support to their own statements.
I have already submitted complaints to bo-rbi, police station and cybercrime.
Can anyone give me the guidelenes what should i do in the present situation.