Complaint Details

Status	:	Closed
Complaint No	:	0005484/2013
Category	:	Credit Card
Date	:	19-07-2013
Subject Line	:	Lax, Irresponsible and Unjust attitude of the Bank towards Fraud Transaction on Credit Card
Complainant	:	Vinayak Trivedi
Address	:	8/D Gokuldas Devji Trust Bldg.
Complainee	:	ICICI Bank Credit Cards
Address	:	General Manager, ICICI Bank

Complaint Details
Mr. Vinayak P. Trivedi
Customer ICICI Bank Credit Card

Hello Sir / Madam / The Reader,
This is pertaining to my ICICI Bank Credit Card no. 4477 4737 7868 3008. I have been a holder of this credit card since 2005 and I have been using it ever since. My history would also reveal that I have regularly paid my credit card dues and never defaulted on my payments in these years.
Now, on Jan 07th, 2013 I saw two fraud transactions on my credit card each totaling to an amount of Rs.11,363.78/-.
Reference nos. 24692163008000401588331 & 24692163008000401588323

I have communicated this to ICICI Bank and the topic is still under discussion. However, I recently see that ICICI Bank General Manager Mr. Neeraj Dhawan has notified CIBIL (Credit Investigation Bureau of India Ltd.) on the same.
My Complaints are described below:
• Despite this issue being discussed, my case was notified to CIBIL as per email from Mr. Neeraj Dhawan (General Manager, ICICI Bank) dated July 18th, 2013. This in turn affects my Credit History and impacts my loan taking ability.
I take this as a personal offence and moreover an attempt to defame me. Moreover its an unjust way of dealing with the subject matter resulting in a very high psychological trauma at my personal end.
• ICICI Bank could not investigate about these transactions and are now blaming me and holding me responsible for not making the payments on pretext that I did not file a complaint on time (which is not true – as you can see in the details of the case, I informed them as early as within 30 days but they refuse to discuss anything pertaining to my historical conversations with them)

• Despite informing that these are fraud transactions, why am I being asked to pay this amount?
I also have third party agents visiting my home and threatening my mother to make the payment as soon as possible as if its some kind of Ransom money. I don’t know what this practice is called, but this is certainly not just.


 
Details of my interaction with ICICI Bank

Interaction 1) Following my knowledge of the same, I immediately contact ICICI Bank in the month of Jan 2013 itself informing them about the same. I missed however, noting the Service Request (Customer interaction id) at that time but being a long time customer of ICICI Bank I was sure it will be taken care based on my past experience (which has never been too bad except this time when I needed them the most).

Interaction 2) March 2013 (don’t remember the exact date)
I was given Service Request no. 263665042 by Ms. Sushila who took note of these transactions. She said that a dispute has already been raised for the same and accordingly I also got a call from Mr. Shehzad in the dispute department to confirm about these transactions.

Interaction on April 4th, 2013)
When I called ICICI Customer Care again after some days, I talked to Ms. Vineeta Prajapati who told me that no dispute has been raised on my account and that I need to write to ICICI Bank about the same on email which I did as well. She said the complaint no. was just to block the card. This is just not true. I clearly have talked in detail about what had happened and that these were fraud transactions I have not done.

Please also note that at this point, my credit card is also blocked and I was not able to see any information pertaining to the same in my bank accounts.

April 30th, 2013 - I again reminded ICICI Bank to look into this case ASAP. In the meantime,
On May 1st, 2013 I received another service request no. – this time SR267019784 informed to me by Ms. Sushila on email.

While this is happening, some Third Party credit card dues recovery agents already started making visits to my residential address threatening my mother to make payments else they would take stern action against us.
Please note several interactions have happened in between and it details are attached below.

July 18th, 2013 - I see an email from Mr. Neeraj Dhawan on July 18th, 2013 saying my case has been notified to Credit Information Bureau of India (CIBIL), me having defaulted in making payments to ICICI Bank.

Replies