ICICI Bank — debit was stolen and used by miscreant to withdraw cash from icici atm only

Address:

560102

Hi team,

I would like to know the status of the service request #[protected].

I am briefing the issue one more time for better understanding and record keeping purpose.

Background : -

On 1st oct 2017 @ 9:01am (As per entry gate cctv footage) i had been to gopalan sports center, basavana nagar, hoodi, bengaluru - 48, to participate in the sportzify "clash of titans" corporate badminton tourney. I was there in the premises till 6:00pm of the evening, though the tourney got over around 4pm as i was practicing table tennis over there. Cctv footage of the sports center confirms my physical presence in premises.

Issue statement :-

# 1 : while i was taking part in the event, someone had stolen my icici bank debit card on 01-oct 2017 and managed withdraw cash from my account of rs. 40, 000.00 @ 5:45pm and rs. 10, 000.00 @ 5:46pm. I had raised a complaint disputing these transactions as unauthorized as these were neither done by me nor with my knowledge. Also i did not share my atm pin with anyone else till date. Being a responsible and long term customer to icici (More than 11 years with my best knowledge) i am very well aware of the policies that pin and passwords should never be shared with anyone and i adhere to that.

# 2 : they even managed to de-register my registered mobile number from the account for which i had received an sms alert on same dat2 @ 6:03pm, the same was carried out without my knowledge as well. As per the customer care people the phone number updated was - "[protected]" which belongs to just dial. Not sure how could one register such a number which belongs to no one. Also wondering why the system didn't verify the number before getting updated on the records/account.

# 3 : i reached home that day around 7:00pm and realized from the sms alert that my mobile number got de-registered, i suspected as something went wrong as it was not done by me and understood the loss of rs. 50000.00 which was withdrawn from my account. Immediately without any delay i had raised a dispute with customer care team and requested them to block my account in all means to stop further damage, sr #[protected] for reference.

# 4 : while i was trying to understand the process in this case on what and all i need to pursue, i was told by the customer care executive to reach the bank as the first thing and
A. Raise a request to change mobile number to receive further communications.
B. Submit the proof of presence in the premises, postpaid phone bill copy and if registered fir for the incident/fraud took place whatever were available.
C. Fill and submit the customer dispute form.

Since the next day was 2nd oct and bank holiday i was asked to visit the branch on 3rd oct morning and submit the proofs. As suggested i was at my account home branch - "icici bank, 27th main, hsr layout, bangalore -102" by 9:30am and explained the whole story one more time and submitted the proofs. That time i told them that i was in touch with mahadevapura police station (Incident took place in that ps limits) and in the process of getting the fir copy, upon receiving same shall submit it. They didn't ask for any further details.

# 5 : while i was trying to understand from the customer care executive while raising the complaint on what means he could access my account and was there any other actions performed by him and all to check audit trail, i was told by the executive that necessary investigation would take place in next 15 days of time i will be informed based on the report. Even i asked them atm details since it was a atm withdrawals. They informed that it was from icici bank, 496 salarpuria house, cmh road, indira nagar, bangalore - 38.

My concerns :-

# 1 : please note my email was in tact in the account as i received the sr for blocking the account, however i didn't receive any email communication regarding the complaint raised - sr #[protected] till date, may i know why?

# 2 : from the customer care and branch people got to know on 4th oct that request was closed on 03-oct only, however i had no clue on the same on what resolution or justification the request was closed, may i know why i was not contacted prior to closing the complaint whether i was satisfied with the justification?

# 3 : when customer complains that the transactions were fraudulent and unauthorized, what kind of investigation was done from your end apart from closing the request as pin-based secure transaction. Please note even i was aware that they logged in to the atm through pin and my complaint was the same on what means as i had never met or seen the person.

# 4 : how could someone update the mobile number in the account to some number that to another organization customer care number, which is not ideal to receive any otp's. Why the system didn't validate the number whether it was valid or not by sending otp which is icici bank regular practice?

# 5 : when i requested for what all actions were performed why the same was not shared with customer? I am not asking for anyone else, i am asking for details from my own account and being a privilege customer its my right to get the details.

Please note i was not the only victim one more person lost his debit card i (Axis bank) in the same premises and his atm pin got re-generated prior to withdrawing 50k from his account. Moreover the same culprit had done the similar fraud in hyderabad from stolen icici & axis bank atms.

Using the cctv cameras we could identify the person and handed over the proofs to the police with reference to fir # "0523/2017" on 04/10/2017 @ mahadevapura ps, whitefield sub division, bengaluru city.

Attaching the mail alerts that i have received from icici bank on the translations for reference.

Appreciate your help in addressing the fraud and answering my concerns.

— rajeswara rao v a
[protected]