To
THE GOVERNER/BANKING OMBUDSMAN
R B I, NEW DELHI
14/04
SUB. CHEATING OF RS.270000. FROM CASH COUNTER IN ICICI BANK, ROHTAK WITH THE CONNIVANCE OF THE BANK. DISSATISFIED WITH BANK’S REPLY
SIR
I WENT TO ROHTAK BRANCH OF ICICI BANK ON 03/04 AT 10.15 AM. TO FORE-CLOSE MY LOAN ACCOUNT NO.NHROH00000797827.THE BANK GAVE ME A SLIP AND ASKED ME TO DEPOSIT RS.643617 DOWNSTAIRS AT THE CASH COUNTER.
WHILE COMING DOWNSTAIRS A YOUNG BOY OF 18-20 YEARS OF AGE TOLD ME THAT HE HAS BEEN SENT BY ONE PUNEET TO HELP ME, (PUNEET IS KNOWN TO ME AND IS AN EMPLOYEE OF THE SAME BANK) THE BOY TOOK ME TO THE BRANCH MANAGER'S OFFICE, WHERE THE MANAGER ASKED FOR MY PAN CARD.THE MANAGER SENT US TO ANOTHER OFFICIAL AND THE SAME OFFICIAL SENT US TO THE CASH COUNTER, WHERE HE TALKED TO THE CASHIERS AS IF HE WERE THEIR COLLEAGUE.I WAS ASKED AT THE CASH COUNTER TO AFFIX PINK SLIPS ON THE COMPLETE PACKETS.AS I ALREADY HAD FILLED UP THE PAY- IN -SLIP. I PUT UP THE MONEY ON THE CASH COUNTER. HE FIRST GAVE RS.270000 (ALL 1000/- NOTES) TO THE CASHIER AT COUNTER NO.2 AND THEN TOOK MY PAN CARD TO GET IT PHOTOSTATED. WHEN THE BOY DID NOT TURN UP AFTER FIVE MINUTES, I ASKED FROM THE CASHIER ABOUT MY MONEY, THE CASHIER REPLIED THAT THE BOY DID NOT GIVE THEM ANY MONEY.I IMMEDIATELY CONTACTED THE MANAGER, WHO, INSTEAD OF CO-OPERTING ME, STARTED ACCUSING ME.HE EVEN DID NOT ALLOW ME TO CALL THE POLICE.I, THEN CALLED THE POLICE FROM MY MOBILE PHONE.WHEN POLICE ASKED THE MANAGER TO SHOW THE RECORDINGS OF THE VIDEO FOOTAGE, HE COULD NOT DO SO IMMEDITELY, OTHERWISE POLICE WOULD HAVE CAUGHT THE BOY.
THE MANAGER CALLED THE CCTV EXPERTS FROM NARNAUL, WHO REACHED THE BANK ONLY AFTER 5PM.THE EXPERTS INFORMED THE POLICE THAT CCTV HAS NOT BEEN RECORDING SINCE 30/03.WITH THIS ALL MY HOPES TO RECOVER MY HARDEARNED MONEY SHATTERED.
IN THESE CIRCUMSTANCES THE FOLLOWING QUESTIONS ARISE.
1. WHO WAS THE BOY, HOW HE WAS WELL VERSED WITH THE BANKING PROCEDURES.(MUST BE SOME COLLECTION AGENT/CASUAL/ADHOC EMPLOYEE OF THE BANK)
2. WHY THE OFFICIALS WERE BEHAVING FRIENDLY WITH HIM.
3. HOW HE WAS AWARE OF THE FACT THAT CCTV HAS NOT BEEN RECORDING.THAT IS WHY HE WAS BEHAVING SO BOLDLY BEFORE THE CASH COUNTER, WHERE CCTV CAMERAS WERE INSTALLED.THIS IS NOT POSSIBLE WITHOUT THE CONNIVANCE OF THE BANK.
4. HOW HE COULD KNOW THAT PINK SLIPS WERE PLACED BEHIND THE CASH COUNTER.
5. WHY THERE WAS SO MUCH MISMANAGEMENT AT THE CASH COUNTER, BESIDES THE FACT THAT THE CUSTOMERS HAVE TO GET TOKENS FROM A MACHINE.WHY SOME ONE OF THE BANK OFFICIALS WAS NOT THERE TO MANAGE THE RUSH.
6.HAS THE BANK ANY REPLY FOR NON-FUNCIIONING OF CCTV RECORDINGS.IF THE SAME BRANCH WOULD HAVE BEEN LOOTED, THEN WHAT WOULD HAVE THE BANK DONE OR CCTVS WERE SWITCHED OFF DELIBERATELY TO HELP THE CHEATS.
7. HAS THE BANK NO RESPONSIBILITY TO PROTCT THE CUSTOMERS IN THEIR OWN PREMISES
8. WHY A CUSTOMER WITH HUGE CASH IS HARRASED TO MOVE FROM ONE COUNTER TO ANOTHER COUNTER.
9.WHY THE BANK MANAGER DID NOT ALLOW THE CASH TO BE COUNTED AT COUNTER NO.2 FOR MY SATISFACTION.
10. WHY THE BRANCH MANAGER DID NOT CALL THE POLICE .WHY HE WILLINGLY DELAYED THE INVETIGATION PROCESS
11.THE BANK HAS NOT EVEN SHOWN ANY SYMPATHY TO THE CUSTOMER FOR HIS LOSS.MANY MANY THANKS TO THE ASIA’S LARGEST PVT. BANK.
IN MANY OF THE ADVERTISEMENTS ON TV AND NEWSPAPERS ICICI BANK HAS BEEN DEPICTED AS VERY FRIENDLY BANK, THIS MAY CREATE AN IMPRESSION ON THE CUSTOMERS LIKE ME, WHO IS HOLDING A DOCTORATE DEGREE IN LITERATURE, THAT BANK IS PROVIDING HELP TO THE CUSTOMER BUT THE REALITY IS VERY PAINFUL.THE BANK HELPS THE CHEATS TO DUPE THE CUTOMERS OF THEIR VALUABLE MONEY..IN REPLY TO MY E MAIL THE BANK HAS GIVEN THE FOLLOWING REPLY ON 13/4 (SERVICE REFERENCE SR138082025)
“ACCORDING TO THE CONFIRMATION RECEIVED THE CASH WAS TAKEN BY A STRANGER WHO WAS NEITHER WEARING THE CORPORATE ATTIRE NOR WAS WEARING AN I –CARD AND ALSO NOBODY IN THE BANK INRODUCED THE STRANGER. HENCE REGARDING YOUR CASH WE REQUEST YOU TO FOLLOW UP LEGLLY.”
THE ABOVE REPLY DO NOT COVER MANY SECURITY LAPSES AT THE BRANCH AND THE ACTION TAKEN AGAINST THE RESPONSIBLE OFFICERS FOR THEIR CALLOUS ATTITUDE
FURTHERT IN RESPONSE TO THIS REPLY I AM ATTACHING TWO PHOTOGRAPHS OF THE SAME BRANCH (09/04 ;2.18 PM) WHERE AN EMPLOYEE OF THE BANK IS WORKING AT COUNTER NO, 4 WEARING BLUE SHIRT, (NOT UNIFORM) AND WITHOUT I- CARD, AND ANOTHER GIRL CONVERSING.ALMOST HALF OF THE BRANCH AND ALL COLLECTION AGENTS AND OTHER CASUAL EMPLOYEES DO NOT FOLLOW THE DRESS CODE.THEREFORE BANK CAN NOT SHEDOFF ITS RESPONSIBILITIES SO EASILY ONLY ON THE ABOVE BASES.
DR. ARUN BHATIA
148/23, D L F COLONY COPY OF THE FIR IS ATTACHED
ROHTAK-124001
MOBILE.09416102036
[email protected]
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