| Address: Kolkata, West Bengal |
| Website: www.indusind.com |
Rana Krishna Paul
Divine Apartment (1st Floor)
408 P.K. Guha Road
Dum Dum Cantonment
Kolkata – 700028
Mob: [protected] / [protected]
Sub: Complaint Against IndusInd Bank For Not Raising the Dispute Properly With The Member Bank as a Result Not Reversing The Transaction Amounts
Dear Sir/Madam,
I made 2 transactions (details attached in the form) at Country Club using IndusInd Bank credit card on 05.01.2019. After few months I came to know that the merchant is a fake/cheating firm & many people like me have been cheated by them (I have all the proofs against them)
So as a valued customer, I requested IndusInd bank to raise a dispute with all the documents/proofs submitted to them with the merchant’s member bank on 10.04.2019 & help me to get my money back through reversing the disputed transactions but initially they clearly denied to do this and asked me to follow up with the merchant directly since it has been more than 60 days. After following up with them for few more days, they again advised me to get a membership cancellation email from the merchant (Which the Merchant will never do) then only they can process otherwise not.
But as far as I know Bank has the authority & can always raise a dispute on this occasion since I have not availed any services from the company because they cheated me with their fake promises so I need my money back in this case.
I had already sent a lot of emails to merchant & asking them for cancelling my membership and refund the amount but as a fake company they never responded me & will never do it.
I had also made few more transactions with the same merchant using Yes Bank credit card on the same day (05.01.2019) but whenever I requested Yes bank to raise a dispute they immediately did the same with the merchant’s member banks after providing them all the Docs/Proofs about the Fraudulent Activities of the Merchant.
So after exchanging many emails with IndusInd bank for almost a month, I lost my patience & told them I would seek help from RBI Banking Ombudsman if they won’t initiate this dispute with the merchant bank then finally they raised a dispute & sent me a mail with the below message on 08.05.2019
• We refer to the following transactions incurred on your credit card account:
Date Merchant Name Amount (INR)
05/01/2019 COUNTRY CLUB - PARK CI 1, 00, 000.00
05/01/2019 COUNTRY CLUB - PARK CI 16, 000.00
• Please note a swipe and an internet transaction can be disputed within 75 days and 90 days respectively from the date of the transaction.
• The referred transaction is out of timeframe.
• We wish to inform you that though the referred disputed transaction is out of time frame, we have started the process to investigate the dispute on a good faith basis and provide feedback to you.
• A request has been raised for obtaining the transaction details from the Member Bank which processed the transaction. We will get back to you with feedback/clarifications on the dispute upon receipt from the Member Bank, which normally takes around 45 to 60 days’ time in accordance with the Card Association Rules.
• Clarifications on the disputed transaction along with documentation provided by the Member Bank justifying the transaction will be forwarded to you, for your review.
• Please note as transactions on your card account are processed electronically without any manual intervention, we are unable to stop unauthorized debits to your card account.
I also requested them that during this period of dispute resolution please freeze the transactions made to Merchant so that the EMI payment process gets held for the time being but they denied my request, as a result I unnecessarily got charged with the Interest, GST & other additional charges for not paying the EMIs on time, on the occasion of disputed transactions.
Let me clarify you that I already paid 2 EMIs for FEB & MAR 2019 & from APR 2019 onwards I have stopped paying EMIs since I have been cheated by the merchant & raised a dispute to reverse the said transactions. But yet I get calls from the collection department of IndusInd bank for making the EMIs payments. So I requested them many times to freeze the EMIs for these transactions but they did not listen to me & always told me that “You are liable to pay for these transactions”
So many days over & one fine day i.e on 28.05.2019 I received a mail from the IndusInd Bank with the below messages:
• We refer to the below disputed transaction on your credit card account:
Date Merchant Name Amount (INR)
05/01/2019 COUNTRY CLUB - PARK CI 1, 00, 000.00
05/01/2019 COUNTRY CLUB - PARK CI 16, 000.00
• We wish to inform you that though the referred disputed transaction was out of time frame we had taken up the referred dispute on good faith basis.
• However, our claim was declined by the Merchant Bank. Thereby, you are liable to make payment for the referred transaction.
•
On the contrary, on 31.05.2019 Yes bank Reversed the disputed transactions & it is credited into my account with the below message:
Dear Customer, An amount of INR 35, 000.00 has been credited to your A/C. No. XX4565 on 31-MAY-19 17:41:26on account of PCA TXN REV DT:05/01/19-CCHHL CV KOLKATT. Available Balance on 31-May-19 17:41:30
I immediately intimated this to IndusInd bank but again they replied me with the below message:
• We refer to the following transactions disputed on your credit card account:
Date Merchant Name Amount (INR)
05/01/2019 COUNTRY CLUB - PARK CI 1, 00, 000.00
05/01/2019 COUNTRY CLUB - PARK CI 16, 000.00
• As conveyed to you in our earlier email, we once again wish to inform you we had presented the dispute case with all the documents and communicated shared by you
• We had raised the retrieval request on a good faith basis with the member bank
• Basis the documents shared by the member bank the liability remains with the cardholder for the referred transactions.
• We will be unable to reverse the referred disputed amount.
• We request you to liaise with the merchant - Country Club - Park CI directly for further assistance on the concern raised.
The kind of reply I've received from them is always negative as it seems to me that they have no intention to get it reversed as how many mails they would receive from me. They always try to run away from their responsibilities. I used to always push them to do it. It's also their responsibility to listen to their customers with good faith basis not with the member bank always.
They always mention that they are discussing with "Member bank in a good faith basis". I personally believe that this good faith won't work out in this case that's why they are failing every time. Rather they have to be determined & strict with member bank to reverse it w.r.t disputed transactions.
Yes bank once informed me that they have taken up this dispute (2nd level) with card issuer i.e MasterCard in this case along with member bank.
I can't understand how they are following up this matter?
As I already mentioned that being a fraud merchant they won't listen to me but IndusInd bank can do it. They have the power to do it & reverse it, to achieve it they just have to trust their customer & act strictly with member bank with the intention to resolve it at any circumstances.
I'm quite Disappointed & Dissatisfied with IndusInd bank’s responses & services till date to resolve this dispute thus failed reversing the said transactions.
As a valued customer I have the right to get my money back for such disputed cases & banks must help me on this at any cost.
Therefore I would request you if you could investigate this matter with the IndusInd bank & advise them to Reverse the disputed transactions immediately by adopting the same procedure which Yes bank used to Reverse the disputed transactions successfully from the same Merchant.
I have another request to you, if you could advise them to freeze the EMIs payment till the reversal of the disputed transactions as the payment amount getting increased exponentially after adding many charges, GST, late payment fees etc. due to not paying the EMIs since APR 2019 onwards for these disputed transactions.
Thanks & Regards,
Rana Krishna Paul
IndusInd Bank customer support has been notified about the posted complaint.