Dear Sirs,
I hold an Axis Bank Credit Card. In its November statement Axis Bank wrongly charged me with Rs.8, 800 (Rupees Eight Thousand Eight Hundred only) against Mahanagar Telephone NI Mumbai.
The chronology of events is as follows:
1. On 23.10. I received sms from Axis Bank stating that “Your Axis Bank Credit Card 7914 is blocked for internet transactions due to incorrect password.” However, the fact is I did not use my card for any such online transactions.
2. I promptly called up Axis Bank Customer Care no. on 23.10.2010 asking for details of the transaction. I was told that there were some 10-12 attempts to make payment and hence my card was blocked. I requested the Customer Care Executive to immediately block and cancel the card, and if possible issue me a new credit card. The Customer Care Executive further informed me that a transaction of Rs.2, 200/- has been made and she referred to some online bill payment platform through which the payment was made.
3. Through their phone IVR, I got the same information that an amount of Rs.2, 200/- has been debited to my account. I thought it better to wait for the statement to get a clear understanding of the transaction made.
4. However, on receiving my latest statement dated 20.11. it showed four transactions of Rs.2, 200/- each (total amount of Rs.8, 800/-) against Mahanagar Telephone NI bill payment done on 23.10.2010. On enquiring with Customer Care no. on 29.10.2010 and 30.10. I was given the following transaction ids: 049733, 048288, 018507, 035756.
5. I have neither made the transactions myself nor have I authorized any person to make the above transactions. This is a horrifying case of misuse of my credit card details (though I am at loss as to how the given transaction could be effected without my knowledge and how the online security of Axis Bank could be breached).
6. In my email dated 01.12. I enclosed the charge dispute form and the copy of credit card statement for necessary action of Axis Bank, requesting them to please take up the matter with Mahanagar Telephone NI to identify the fraudster and release me of the burden of payment for which I am in no way responsible.
7. Over a period of one month, through its various emails, Axis Bank refused to accept my complaint stating things like my email id was not registered (thought I kept receiving their emails on the given address). Though I was constantly in touch with Axis Bank customer cell executives via phone, emails registering the dispute, and letter posted to Axis Bank.
8. However till 30.12. Bank kept insisting that I was delayed in registering the complaint and hence the same cannot be taken into account. On the same day I wrote to their Grievance Redressal cell, after which I received an email (on 18.01.2010) from Axis Bank stating that they have registered my complaint and they will investigate the case. However on 25.01.2010 they wrote to me that since “the disputed transaction is a sucessful E-comm transaction (verified by visa) by using user id and password which is available only with card holder. Since the transactions are performed in secured environment we are unable to raise the dispute or charge-back against the transaction and you are liable to make the payment for the same”.
9. I asked them for details of payments like the account number and name of the person which they refused to share.
10. Throughout my interaction with Axis Bank on the disputed transactions:
a. Their authorities have resorted to delayed response to my emails and refusal to divulge information.
b. If I am required to make payment for these transactions then I have the right to know where the money has gone. Bank has refused to given any information.
c. Their nodal officer responsible for grievance redressal has not replied to my emails.
d. I could reach them only through emails. Their authorities are not available on phone (the customer executives put down phone twice on me stating that they could not hear me) and in person (I sought an appointment to discuss the issue).
Please guide me as to how I could take up the matter with Axis Bank so that atleast they seriously attempt to investigate the case (which has not yet been done on their part).
Thanks and Regards,
Deepali I Pandey
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