ICICI Bank — money deducted twice for a single transaction and bank denied to rectify the issue

Address:

560068

This is Balakrishna K. Using the ICIC bank credit card (Card Number: XXXXXXXXXXXXXXXX). On Nov 23rd, 2018 I made an online transaction to purchase a weighing scale for home purpose which is worth Rs. 1399/-. The transaction was successful and i didn't see any error or warning. All went very smooth. But in January 2019 when I checked my old credit card statements, I found that there was a deduction of Rs.1399/- two times at the same time of the purchase which I did. Immediately I called-up the Bank customer care and they suggested me to send the customer dispute form along with my identity proof details. I have done that. The Service Request Number was: SR[protected]. I thought bank will resolve my problem. When I called the bank again for the status of my complaint in Feb first week, I got to know that my request was closed without any intimation to me. SO, again i raised 1 more complaint for the same. Service Request Number was: SR[protected] and I sent the customer dispute from again along my identity proof. I stated following-up with the bank and they are saying it is in process. Again, I called them got the same reply as, your request estimated resolution will be in June 2019. So, I called them again in the month of May 2019. I got the response that my new complaint also has closed and no intimation to me. I asked the customer care agent why there is no intimation to me when my request is closed. As I am the customer of the bank that is your responsibility to at least inform me. He told me that the bank sent SMS and email to your registered mobile number and email ID. I asked them when it happened. He was not able to answer, and he said you will get it now.

Again, I called them the next day and this time my call was transferred to some next level person. He stated talking to me in a harsh way and when I asked him to explain me the reasons why my complaint is closed and no intimation. He said, "why we need to inform you"... and he asked me to log a police complaint against the vendor (Flipkart) which I purchased the weighing scale through online. I already checked with the vendor (Flipkart) and they confirmed me that they received the amount only once.
I am very much disappointed, and I lost my mental peace because of the bank officers’ harsh words and the way he given the response. I am raising this complaint not for any compensation but at least bank should take the responsibility of my concerns.