ICICI Bank — on line fraud transaction carried out on my saving account 00xxxxxxx225.

On line faud of rs. 23, 999 has happened on my saving account with icici bank on 26th july'2017. I have lodged complain with bank within 6 hrs of fraud transaction. I have not received any positive response from bank. I short bank has denied to take any action and recover my money. I have lodge the complain in cyber cell of police also. Finally i have lodged complain with banking ombudsman on 29th august'2017 and 16th oct'2017. But unfortunately i have not received any response from banking ombudsman.
Kindly take the appropriate action and help to recover my money.
Sequence of event is as below :-

(I) a mail delivered at 1.40 am on 26th july'2017 mentioning that 3d secure no is allotted. Below is the mail copy for reference. Please note that i am already having the 3d secure no. And i have not initiated any request for 3d secure no. Also note that i have not received any otp, which is required to get 3d secure no. I am surprised how this 3d secure no is generated without issuing otp.
—
Dear customer,

Congratulations!

Your icici bank debit card xxxxxxxxxxxx7030 has been registered for the 3-d secure online transaction service on jul 26, 2017.

Now you can use your icici bank debit card and 3-d secure pin for making payments online. It's simple and instant way to pay mobile, electricity, gas and other bills. You can also use it to book your travel or movie tickets, pay insurance premium and recharge your dth service.

In case the request for one-time password (Otp) has not been initiated by you or if it has been initiated without your knowledge, please contact our 24-hour customer care immediately on the number updated at the reverse of your debit card.

We request you to please update your personal message to protect yourself against online fraud. The personal message is a message that is displayed to you where your 3-d secure pin is asked, during an online transaction. It is meant to give you the assurance that you are entering the 3-d secure pin on an official icici bank webpage only. You may update your message by logging into the 3-d secure section of the icici bank website.
Sincerely,

Icici bank debit cards team.
—
(Ii) ten no. Of mail received regarding transaction at same time i. E. 2.21 am on 26th july'2017. Below is the copy of one mail for reference. Also note that i have not received any request for otp for all these transactions.

—
Dear customer,

Greetings from icici bank.

A purchase of inr 1, 000.00 has been made using your debit card linked to icici bank account xx8225 on 26-jul-17. Info: iin*i-debit*vod.

The available balance in your account is inr 12, 059.30.

In case you have not made this transaction, please call our customer care.

Never share your card number, cvv, pin, otp, internet banking user id, password or urn with anyone, even if the caller claims to be a bank employee. Sharing these details can lead to unauthorised access to your account.

Looking forward to more opportunities to be of service to you.

Sincerely,

Customer service team
Icici bank limited
—
(Iii) a mail was delivered regarding blockade of my debit card at 3.38 am. Below is the copy of mail for reference. It means system has identified about fraud transactions.

—
Dear customer,

We value your relationship with icici bank.

For security reasons, we have blocked your icici bank debit card on 26-jul-17.

For any clarification or more information, you may write to us at customer. [protected]@icicibank.com from your registered e-mail id or call our customer care. Please quote sr[protected] in your communication with us.

Looking forward to your co-operation in helping us serve you better.

Sincerely,
Icici bank limited.

This is a system generated letter and does not require a signature.
—
(Iv) in the morning when i came to know about these fraud transaction immediately i have sent the mail to customer care regarding all fraud transactions. Also i have submitted complain in your branch in indirapuram, ghaziabad.

The above is sequence of event to emphasize that bank has not taken step to block the payment to these merchant in spite of our complain.

I have asked below query from bank but never got answer.

(I) how new 3 d secure no is generated without any otp?
(Ii) how ten nos. Of transactions were carried out in one minute time?
(Iii) why the card was blocked if the transactions were genuine?
(Iv) your system has understood that there is something fishy and blocked my card. Why bank has not blocked the payment for these transaction?
(V) why bank has not blocked the payment after my complain within 6 hours of fraud transaction? It seems bank least bothers about the customer complain.
(Vi) also let me know about your higher authority, where i can escalate my complain.