ICICI Bank — atm skimming fraud withdrawal customer care unresponsive

Website:

icicibank.com

Huge rant incoming, but i'm losing my mind and have absolutely no idea how to get icici bank to tell me anything more than 'under process'

I have been an icici bank account holder for as long as i can remember but events of the past week have made me doubt the banks in india and if they care about the consumer at all.

On 6th october, some guy in a location abroad goes to withdraw over 1.6 lacs from my account in 5 mins, while i am able to just block the card. Obviously, my atm card got skimmed and someone made these fraudulent transactions. I report it to the customer care at icici bank immediately and they ask me to submit a bunch of documents, which i send over email the next day and also submit personally at a bank.

Apart from the average wait time of 30 minutes to speak to an 'executive' who will have the standard answer of my request being under process, i received no communication from them regarding my request. Today, on a bank holiday, i get an email from them saying my documents were never submitted when i have confirmation from the branch and email address i sent it to. They ask me to speak to customer care executive, who i can't speak to because i don't have my card which is obviously blocked.

I kept tweeting to their @icicibank_cares address until they responded when i asked them how to get a credit card and not when i was asking them about my case

My case is still pending and i have been robbed of my money due to the lax security practices at icici bank on top of which they don't provide any sort of resolution to their customer. It's really frustrating as a consumer who 'believed' banks will always have your money, it's not true. These banks don't have their security in place

For customer experience, i give this bank a 0. There's nothing good about being an icici bank customer. You are better off being an hdfc, axis or any other bank's customer. I have no idea if the bank will refund this money but such experiences just shake your faith in the whole 'system'. There's no point of keeping money in banks when its so easy for anybody to just hack you and withdraw it. After paying 200 rupees fees for cards, insurances etc, it's just disappointing.

Any help or advice from randians is appreciated

Edit: for anyone affected by such a case, see here https://www.rbi.org.in/scripts/NotificationUser.aspx?Id=11040&Mode=0

Limited liability of a customer (A) zero liability of a customer 6. A customer’s entitlement to zero liability shall arise where the unauthorised transaction occurs in the following events: contributory fraud/ negligence/ deficiency on the part of the bank (Irrespective of whether or not the transaction is reported by the customer). Third party breach where the deficiency lies neither with the bank nor with the customer but lies elsewhere in the system, and the customer notifies the bank within three working days of receiving the communication from the bank regarding the unauthorised transaction.

If you are in this scenario, you are entitled to a full refund. It's where my request lies to but the bank won't respect it

Edit: burden of proof 12. The burden of proving customer liability in case o[censored]nauthorised electronic banking transactions shall lie on the bank.