Complaint Details

Status	:	Closed
Complaint No	:	0003014/2013
Category	:	Credit Card
Date	:	24-01-2013
Subject Line	:	Citibank washing away their hands from a online fraud that they are not able to research
Complainant	:	Hemant Bhanawat
Address	:	Baner Road
Complainee	:	citibank
Address	:

Complaint Details
There was an online fraud of around Rs 19000 carried out on my Citi credit card. I have filed a police complaint for the same. After multiple emails to India citibank CEO and other concerned, this is what the final executive response is:

"As mentioned in our earlier dated October 19, 2012 we had raised a request with the merchant bank for the documents related to the transaction of “Entropay UK Internet” charged to your card on September 26, 2012. We regret to inform you that the merchant bank has not provided any documents to us.

Since it was a secured transaction authenticated with your Internet Personal Identification Number (IPIN), the bank does not have any further dispute rights for non-fulfillment of the request by the merchant bank"

I am shocked to see the helplessness of citibank - Since merchant is not cooperating, we cannot research this further and since we are helpless, you will have to pay this amount. Why? If citibank cannot research a fraud in their system, why don't the executives own the responsibility of the fraud? Is it citi's culture to wash away hands from a problem?

so what are my options now to deal with the citibank?

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