| Address: Bangalore, Karnataka |
Dear Ma'am
Please find attached the word document which contains the email conversation between me and the icici customer care. Please go through. Your earliest action in this regard is highly appreciated.
Mr Ganesh Kumar from ICICI customer care Contacted me. He informed me to email these details to you. I hope this effort doesn't go to waste.
[protected][protected][protected][protected][protected][protected][protected][pr...⇄
25th November, 2014
Ref: Visa Credit card NO. XXXX0001
Dear sir / Madam,
On 06.11.2014, one of your customer care person called up and informed me regarding the redemption of points accumulated in my account and same has been accepted and confirmed to your customer care person to process immediately. They connected to DERBY COMMUNICATIONS to give their details and they confirmed to dispatch the gift pack within 7 to 10 working days from the date of confirmation and also informed me through email and SMS.I got the following mail from your customer care on Nov.20 2014 :
Dear Customer,
Your SR[protected] for Gifts not received on redemption of Reward Points is registered on 20/11/2014. It will be processed in 2 days from request date.
Please note: This is a system-generated e-mail please do not reply.
Sincerely,
Customer Service Team.
ICICI Bank Limited.
Please note, till today I have not received any information about dispatch details or courier.
I also received a call from your customer care regarding crediting the amount billed against the gift and vouchers sent by Derby Communication. I would like to confirm that I have neither received any gifts nor the debited amount was credited from my account.
Kindly confirm at the earliest.
28th November, 2014
customer.[protected]@icicibank.com
To
me
28 Nov
Dear Mr. Kumar,
We apologise the delay in responding to your e-mail.
With reference to your e-mail dated November 25, 2014 we tried calling your mobile number xxxxxx2778 on November 28, 2014 to update you on below said information. However, we could not establish a contact.
The disputed transaction dated November 7, 2014 amounting Rs. 7, 450.00, as confirmed from our records, has been effected using your Credit Card 4629 XXXX XXXX 0001. The said transaction has undergone a 3D Secure authentication, which is a second level authentication specifically meant for online transactions done through merchant web sites. Please note that apart from the Card Verification Value (CVV) and Expiry Date on your Credit Card, your personal 6 digit 3D secure PIN was also required for effecting the transaction.
A 3D secure PIN is to be known only to the card owner. If it is known to someone else, it means that the security levels have been compromised at the customer's end. The card holder is responsible for the security of his/her card along with his / her personal 3D secure PIN and should therefore take all the possible steps ensuring its safe keeping. The bank does not incur any financial liability arising out of misuse of 3D Secure PIN.
The said transaction was allowed as the system is CVV, Expiry Date and 3D PIN-specific. The bank's system does not recognise one individual from the other, as long as the correct values have been used on the three counts mentioned above. As the transaction was qualified by information known only to you, the bank is not in a position to repudiate the transaction with the merchant on the basis of your dispute. We, therefore, regret to inform you that the bank will not be able to accede to your claims with regard to the disputed transaction.
However, if you suspect foul play in the above transaction you may lodge a complaint with the statutory/regulatory authorities concerned. We assure our complete co-operation, if any investigation into the matter were undertaken by the authorities.
In view of the reasons cited above, we advise you to meet this explanation with reason and acceptance and make the payment of the dues outstanding towards the disputed transaction along with the service charges (if any) in order to avoid any inconvenience. If you require any further clarification, please feel free to call us at our 24-hour Customer Care or write to us using the 'E-mail Us' link on www.icicibank.com Please quote your credit card number for effective tracking of your case.
In the future, you may also contact us through our 24-hour Customer Care or write to us after logging on to the Internet Banking channel for any assistance.
2)We confirm you that, the call you have received has not been from ICICI Bank.
This is a scam called 'vishing' wherein certain individuals/entities solicit, through call, personal information like Internet Banking user ID, passwords, credit/debit card numbers, bank account information, or other personal and sensitive information from unsuspecting customers. providing above details may result in fraud transactions on your Credit Card Account.
We urge you not to provide details on such calls. Please do not share any of your personal information in response to such calls. ICICI Bank will not ask for this information via call, or e-mail or by directing you to a link online. If you have compromised any details of your card, we request you to confirm us for the blocking of the card to avoid further unaauthorised transactions.
If you have revealed your account details in response to this e-mail or any such, please call and inform our ICICI Bank 24-hour Customer Care immediately and put in a request to block your user ID and password.
You may continue to transact with ICICI Bank by typing (www.icicibank.com) in the address bar of your browser window without any apprehension. We reassure you that we use the latest encryption and SSL security devices to make our web site safe for use.
May we request you also to forward this e-mail to your friends and family members so they too are aware of similar 'vishing' scams.
Please visit the 'Safe Banking' section on our web site for 'Safety Tips' and more information on a secure online banking experience.
We look forward to your co-operation and patience in helping us serve you better.
Sincerely,
Sai Prasad E.G
Customer Service Officer
ICICI Bank Limited
[protected][protected][protected][protected][protected][protected][protected]
1 December, 2014
Dear Sir/Madam,
Subject : Points redemption of Credit Card
Credit card, bearing number 4629 XXXX XXXX 0001
This is a reply to the mail sent from your customer care on 28th November 2014. They mention in detail about the information provided by us to the customer care and Derby communication against redemption of points. Please go through the following points which was provided by both the customer care and Derby India Communications whose authenticity was denied by you even though he had access to my credit card number and the reward point details.
1. Mr.Manish from ICICI customer care (7th November 2014) : Like I said in my previous mail, it was the customer care who first contacted me regarding the reward points which was already expired. He insisted on using the points for some gifts and some trip tickets provided by Derby India Communications. He also suggested that I should not mention that I was using my reward points, but instead using my ICICI Credit card of the above mentioned number to buy the gifts which will be later credited by your bank. This was exclusively mentioned in the phone call.
2. Later I was communicated multiple times from both ICICI customer care (Mr. Manish) and Derby India Communications for further details and verification of card details and address on the same day (7th Nov. 2014).
3. Also, mr.Shanmugan of ICICI bank verified my OTP and address on the above mentioned date.
4. But, I did not receive any gifts nor did I get any information regarding the reward points. I contacted Mr. Uttam (ICICI Cust.care) on 21 Nov 2014. He was not sure whether it was a genuine transaction between ICICI and the customer or a SCAM.
5. On 27th Nov 2014, I received a phone call from Derby Communications and received the following details : Parcel sent from Overnite Courier on 20th November 2014 from Delhi and the parcel tracking number is [protected].
6. On 28th November 2014, I received your email which said that you were not responsible for the transaction and you were not sure if the bank was involved. But you have mentioned to pay the debited amount so that no inconvenience will be caused.
First of all, I would like to mention that I did not contact any of your customer care regarding reward points. Secondly, I have the voice recordings of all the calls with ICICI Customer Care and Derby communications.
You have mentioned in your mail that irrespective of receipt of the gifts or your banks involvement in this transaction, we have to pay the due amount, i.e. Rs 7450.
Please note that, any customer will not be able to identify the authenticity of the caller who might be from our bank or a prank caller. I would like to tell you that this is not my problem and I will not be paying any amount against this transaction.
Since the caller was able to give details about the reward points and my credit card, I assumed it was the bank. I regret to tell this, but this feels like foul play from your side since he might have got those details from your database.
I would like to conclude saying that I will not be paying any amount debited and I am ready to go to the consumer court if I have to and also cancel my credit card. I am ready to talk to anyone from your bank. My phone number is [protected]. I hope this effort doesn’t go to waste. I wish to join hands with your bank to fight this kind of scam but I will not accept any blame regarding this matter. Your earliest reply and your honest involvement in this regard is appreciated.
9 December, 2014
Dear Sir / ma'am,
I received the following mail from your customer care :
Dear Mr. Kumar,
We understand your concern.
We confirm you that, the call you have received has not been from ICICI Bank.
This is a scam called 'vishing' wherein certain individuals/entities solicit, through call, personal information like Internet Banking user ID, passwords, credit/debit card numbers, bank account information, or other personal and sensitive information from unsuspecting customers. providing above details may result in fraud transactions on your Credit Card Account.
We urge you not to provide details on such calls. Please do not share any of your personal information in response to such calls. ICICI Bank will not ask for this information via call, or e-mail or by directing you to a link online.
If you have revealed your account details in response to this e-mail or any such, please call and inform our ICICI Bank 24-hour Customer Care immediately and put in a request to block your user ID and password.
You may continue to transact with ICICI Bank by typing (www.icicibank.com) in the address bar of your browser window without any apprehension. We reassure you that we use the latest encryption and SSL security devices to make our web site safe for use.
May we request you also to forward this e-mail to your friends and family members so they too are aware of similar 'vishing' scams.
Please visit the 'Safe Banking' section on our web site for 'Safety Tips' and more information on a secure online banking experience.
We reiterate that ICICI Bank acts at all times with in good faith, with diligence and without any intent prejudicial to the interests of its customers.
The said transaction was allowed as the system is CVV, Expiry Date and 3D PIN-specific. The bank's system does not recognise one individual from the other, as long as the correct values have been used on the three counts mentioned above. As the transaction was qualified by information known only to you, the bank is not in a position to repudiate the transaction with the merchant on the basis of your dispute. We, therefore, regret to inform you that the bank will not be able to accede to your claims with regard to the disputed transaction.
However, if you suspect foul play in the above transaction you may lodge a complaint with the statutory/regulatory authorities concerned. We assure our complete co-operation, if any investigation into the matter were undertaken by the authorities.
We look forward for your co-operation to help us serve you better.
Sincerely,
K. Rajesh
Customer Service Officer
ICICI Bank Limited
[protected][protected][protected][protected][protected][protected][protected][pr...⇄
Thank you for your reply. I appreciate your concern regarding this matter.
I made a payment for ICICI Lombard insurance charged against my credit card. The cheque no. 133513 of Rs. 3011 for ICICI Bank Credit Card Account 5177 XXXX XXXX 9008.
Please note that, the paid amount is not the minimum due amount charged against my credit card for the month of november. I will not be paying the amount mentioned as a transaction with Derby Communications. (which you have called as a scam "vishing".
I have not made any transactions with Derby Communications. SO please reverse the charges of amount 7450 Rs.
For further clarifications, please to call my personal number Mob :[protected].
Aug 14, 2020
Complaint marked as Resolved 
I have the same issue I had applied for DDA through Form zero affiliated with ICICIbank. I had applied for DDA flat in the name of 2 people in my family i.e. 2 applications. The application numbers are as below:
Application number applied in the name of Dhirendra Pal Singh is 6003856 and
Application number applied in the name on Manju is 6005022.
Please let me know when will I get my refund for both the application? Kindly let me know if you need any more details. thanks!
Regards,
Dhirendra.