[Resolved]  Kotak Mahindra Bank — Harassment by credit card department

Sir/ Ma'am
My name is Ruchi Miglani and I am a customer of the Kotak Mahindra bank

My details:
• Name: Ruchi Miglani
• CRN: 89015087
• Bank account: Corporate salary account since the year 2015.
• Branch: 3B2 Mohali

Problem:
• On Saturday, 12th June 2021 at 3: 12 pm, 2 fraud transactions were conducted from my credit card using Mobikiwk as the merchant

The details of the issue:
1. On 12th June at 3: 05 or 3: 06 pm, received a call from [protected] this number. A woman was speaking. She identified herself as a Kotak bank employee.
2. She claimed to have called to help me with the credit card points- converting the same into cash amount.
3. As per my understanding this is a standard practice- credit card reward points are converted into cash.
4. With this understanding I gave her my approval for converting the points into cash.
5. Next I received an email from [protected]@kotak.com – an email used by the bank to share all updates I asked her to go ahead.
6. I was informed by the woman that there were 42000 points and 40000 will be converted into 10000 cash amount
7. The email received is attached with this complaint – Email 1
8. I read and gave the woman the OTP number.
9. She had my credit card number, my email id, my card's CVC number, my registered mobile number and all the details.
10. I read the email, it said converting points into cash and that is the reason I have the OTP
11. Post this 2 emails were sent from the same address and I was asked to give the numbers written on the email - these were used to make the 2 transactions-these were the OTPs. Email 2 and 3
12. By 3: 25 pm I had called the Kotak bank’s call centre and informed them about the fraud
13. I was told that nothing can be done
14. By 3: 31 pm I had written the email to the bank requesting that my credit card be blocked – this was done with immediate effect. Email 4
15. Next I wrote to Mobikiwk and asked them for the details of this fraud and I was sent the transaction details along with IP addresses. Email 5
16. I again forwarded all details to the Kotak bank asking them to take action and stop payment
17. On 13th June 2021 I registered a cybercrime report also. Email 6
18. As on date 5th August the cybercrime investigation is open
19. Kotak Mahindra bank rejected by grievance saying that as I had shared the OPT that is why I will have to pay the money

The issues at hand:
1. The cybercrime branch investigation is still on going. I have been informing all concerned officials calling from the credit card department
2. As on 21st July 2021, the bank has locked my saving account w without any warning or pre-information or any information at all
3. On 23rd July when I tried using my account I can to understand that it was locked by the bank.
4. Now on 26th June I have received an email from the bank acknowledging my level 4 grievance whereas without a response my account was locked
5. As on 29th July I received an email from the bank informing me of a large credit that has been credited to the Kotak credit card – an amount of Rs 24729
My complaint:
1. When there was no official reply given to my grievance at level 4 why was my account put under lock?
2. Why without any information or collaboration with the cybercrime branch my account was locked?
3. Why is the bank showing evidence of bully behavior, I am being shifted from one call centre executive to another without any solution?
4. I was informed that my account will be opened only if I pay the 1 lakh 8 thousand pending in the credit card – another evidence of high handedness from the bank
5. Since when this become a practice of blocking a customer’s card due to a non-payment of an amount when the case is still open?
6. Why am I being harassed without information?
What my expectation is?
• My account is unblocked immediately
• My right to send a complaint to the RBI Arbitrator, Level 4 and 5 Grievance in the bank be recognised
• I be given time till the time the case is open in the cyber-crime branch and the money withdrawn be put into a dispute account so that no extra interest is charged
I am looking forward to receiving a positive response from your side