ICICI Bank — Lack of Interest in investigating Credit Card Fraud

Address:

Mumbai City, Maharashtra

Dear Mr. Nadar

Of course I am going to pay up the amount. What I am trying to point out is the following -

1. Why is the bank not interested in investigating which number the call came from and reporting it to the authorities
2. Why is the bank not interested in finding out how did a Credit Card related sensitive information (expiry date etc.) be available with parties that are not part of the bank
3. Why none of the bank executives enabled me to meet the managers responsible for investigating such fraud cases on behalf of the bank and instead I was guided to the Collections department

Needless to say I have never defaulted on my payment and nor would I in this case. But I am certainly going to share the lack of interest shown by ICICI in investigating the matter further and utter apathy of your below response.

Anshuman


From: "Customer Support"
Sent: Sat, 06 Aug 2016 16:48:20
To: "anshuman singh"
Subject: Re: 'ICICICARE=[protected]' Request for Help
Dear Mr. Singh,

This is with reference to your e-mail dated August 05, 2016 to Head Service Quality regarding the dispute transaction with respect to your credit card account Account 5241 XXXX XXXX 4007.

We tried to contact you on your mobile number xxxxxx5799 at 03:42 p.m. however we were unable to contact you.

05/08/2016 13:51:56 MAST[protected] I3D - Internet 3D Txn 8, 403.[protected] 223671 Outstanding
The disputed transaction as confirmed from our records, has been effected on your subject Card. We would like to clarify, that the above transaction has undergone a 3D Secure Authentication/ OTP, which is a second level authentication specifically built in for online transactions done through Merchant Websites. It may be noted, that apart from the Card Verification Value (CVV) & Expiry date on your Credit Card, your personal 06 digit 3D Secure PIN/ OTP was also required for effecting the said transaction.
We would like to inform you, that the 3D Secure PIN/OTP is purely personal and privy to the customer and would not be known to anybody, unless compromised otherwise. The Card holder is responsible for the security of his/her Card along with his/her personal 3D Secure PIN/ OTP and should therefore take all possible steps towards ensuring the safe-keeping thereof. The Bank does not incur any financial liability arising out of the misuse thereof by unauthorized persons.

We confirm, that the the above transaction was allowed as the system is CVV, Expiry Date and 3D PIN/ OTP specific and not person specific. We reiterate, that as the transaction was qualified by information strictly personal to you, the Bank is therefore precluded as per industry guidelines 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 still suspect foul play in the above transaction you may get the same inquired through the concerned statutory/regulatory authorities. We on our part, assure our co-operation in the said proceedings.

In view of the reasons cited above, we advise you to meet this explanation with reason and acceptance & make the payment of the outstanding dues towards the disputed transaction along with service charges (if any). in order to avoid any inconvenience. May you require any further clarification, please feel free to call us at our 24-hour Customer Care.

Looking forward to your co-operation in the matter.

Sincerely,

Pakyamallar Nadar
Customer Service Manager
ICICI Bank Limited

NEVER SHARE your OTP, CVV, URN, User ID, password with anyone, even if the caller claims to be from ICICI Bank, Bank employees will never ask you for these details. Please safeguard these account details as sharing it can lead to unauthorized access to your account.

CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank.


Hi

I am an ICICI bank customer and right now I am very angry with the sort of response my bank has given me.

A couple of hours back I have fallen prey to a credit card fraud whereby I happened to share all my personal ad card details and yes OTP as well. I know I should not have done that and I know that the bank keeps intimating me about such frauds. But be as it may I did happen to be deceived.

Upon being faced with this problem I knew I could rely on the 2 pillars of empathy and understanding -

1. Police
2. And you the bank

I rushed to the nearby Police station and was informed that they can take the complaint but it would be extremely difficult for them to crack a case like this because the amount in question is low (for them) and because if the scam is occurring from another city - they would not be reimbursed by the government for travelling there.

I was despondent but at the same time I did half expect the Police to treat me in the above mentioned manner.

However, I had greater trust in my bank and I was sure they would certainly help me and do something about the situation I found myself in.

Little did I know that I was up for a disappointment so great that I would be moved enough to type this email.

So here is how ICICI bank responded -

Your 1st bank executive told me to call the support center and went back to his work.

Your 2nd bank executive juggled between a phone call and telling me what your 1st bank executive had said.

Your 3rd bank executive at least offered me a seat but she turned out to be from your Credit Cards Collection department.

The customer at this point in time was looking at being saved from the scam. However all 3 of your executives and your Support Center told me to pay up the amount. They refused to even accept a Disputed Transaction Request.

At this point I want to highlight that I had reached your bank branch within an hour of the fraud and the bank is also aware of the 'party' which has received the amount. Which makes me ask -

Why then none of your executives are enabling the bank customer report the transaction as malicious?

When your bank is trusting me with the complaint and blocking the card, why is it not closing the open loop by affirming my claim that the transaction was carried out by a phishing racket and hence report the transaction as malicious?

I must highlight that because of such behavior from banks such as yours the instances of Fraud would continue to rise.

In the end the penultimate question is -

Why is it that ICICI bank does not trust its own customers when they are complaining they are swindled?

I am sure a bank of the repute of ICICI is bigger than such petty behavior and can be more customer centric.

I await your response and hope that you will give me some succor and much needed support.

Still a customer
Anshuman Singh