Standard Chartered Bank — credit card e card fraud

Address:

411048

On 20th sep 2019 (Bank stmt shows date of transaction as[protected] in the morning around 9 am when i came home after playing cricket i just checked my phone and saw many messages from standard chartered bank (Scb) related to otp for transactions at amazon pay on my credit card. On seeing so many messages i was surprised and understood something wrong has happened. I immediately checked the amazon app on my phone and saw various e-gift cards purchased and redeemed. I was surprised how this could have happened as my mobile was with me in the night. I checked my email account and to my surprise all otp messages were also sent on my email-id and were already read. At that time i came to know that scb also sends otp on email. I could sense that my email was hacked and
The fraud was done using the otps sent on mail and also ordering e-gift card on the same email-id.in all, eleven transactions were carried out amounting to rs.176150
(20000, 20000, 20000, 20000, 20000, 20000, 20000, 20000, 4750, 1900, 9500). I immediately called scb to block my card and also informed the bank of the fraud and unauthorized transactions. However i was told by the bank that as the merchant has not yet claimed the amount they cannot raise dispute. I waited for 2/3 days and again informed the bank and finally the dispute was raised giving following complaint numbers
[protected] [protected] [protected] [protected] i also enquired with scb as to whether i was required to raise a complaint with the cyber crime cell, i was told that it is upto me however, as i have raised a dispute, scb would be doing a detailed investigation and they would do all the required procedures. I was given a temporary credit for the said amount however i received letter dtd 8/10/2019 on around 18/10/2019 from scb mentioning that as the disputed transaction is a secured transaction the onus is on the customer and i will be debited for this amount. I got the
Invoice asking me to pay the said amount to which i replied on[protected]. Again i received a call from scb on[protected] mentioning that i should file a complaint with the cyber crime & i filed complaint with cyber cell on[protected].
Further to the above the below points should be considered :
1. I have reported the fraudulent activity carried out by hacking my email account on the same date i. E. 20th september 2019.
2. As requested by the bank i have raised a dispute on the same day as suggested by the bank.
3. As per rbi circular no: rbi/2017-18/15 dbr. No. Leg. Bc.78/09.07.005/2017-18. There is a zero liability of a customer i[censored]nauthorised transaction has happened due to 3rd party breach & the same is reported to bank within 3 working days.
4. The bank failed in raising any alarm when so many transaction took place & that to which exceeded my credit limit by around 35%. The bank
Should have notified me when the credit limit was breached & should not have allowed the fraud doers any transaction above the credit limit. My credit limit is 1, 40, 000/- already 12, 425/- were used by me so the balance limit was 127575/- still bank allowed transactions worth 1, 76, 150/- which is a negligence on banks part.
6. What is the point in bank sending sms after each payment as to report or call if you have not done this transaction if even after reporting the customer is only going to suffer.
7. Bank need to take or would be having insurance for such transactions while issuing credit card to all customers.
Bank is calling me daily for making the payment with interest... Please do the needful & try to resolve the issue.