I want to lodge a complaint as my Citibank credit card, an add – on credit card on my husband credit card has been misused to commit fraud by an unknown person in Delhi while I have been in Mumbai. The card has been issued in my name.
I have been in Mumbai and the credit card is in our safety vault, also I have not shared my card details with anyone on phone or online and don’t understand how someone could have used my card. Needless to say, I suspect that it may be someone who has access to confidential information from the bank.
My husband received a sms on night of July 15, on his way home from work at 8:57 pm which said “You had a high value charge approved on your card. Please call the local citiphone no., if you do not confirm the purchase on your card no. ending – XXXX.”
My husband reached home and confirmed my card no and realising that something is wrong as we had not made any purchases, immediately called the local citiphone no. and spoke with Kunal Sagar at 9:34 pm.
When Kunal Sagar confirmed that my card has been used to make five purchase transactions of high value, we were shocked, refuted the claim and immediately blocked the card and asked him how to proceed further. He said we can’t do much but assured us that the Citibank Fraud Department will call us the next morning.
Thereafter, we visited the local Police Station, the same night and were asked to submit a written complaint by the officer on duty which we did.
We are very worried and are panicking as we have read in newspapers all sorts of stories about these frauds and couldn’t sleep so we kept trying to call our local citiphone no. in a bid to get addresses of the establishments but could not get through.
Next morning, we tried again as no one from the Citibank Fraud Department had got in touch with us yet and infact still haven’t and managed to speak with Ashley, Kanchan and their senior Pravina P at 8:55 am.
There have been 8 such transactions’ worth INR 2, 82, 600 from 3 stores in a span of 8 days that we have been able to gather so far and we are refuting.
We asked Citibank for the addresses of the stores where purchases have been made, details of the purchases such as home delivery or filling of warranty cards but they didn’t have the details but revealed that it was in Delhi and not Mumbai and that there were more than the five transactions that Kunal told us about the previous night. Kunal had failed to give us details of the first three transactions.
Also, contrary to what Kunal said, Pravina and Kanchan said the Fraud Department would not get into the act until after the bill is generated or atleast till they receive the transaction slips from member establishment for payment.
In addition no one could explain the sms as to who called Citbank for the approval of the high value charge and how Citibank approved it and why did they not inform us before that day’s transactions as the high value transactions had started since 8th July.
Incidentally we had just finished repaying last of the INR 3.5 lacs that we had used on the card a day earlier on July 7.
Our fears are not assuaged by Citibank’s behaviour as they have without conducting a fair enquiry made us scapegoats and said we had to pay up as they were swipe transactions although I have more than enough alibi that I have been in Mumbai all the time.
Also, what about the credit card transaction slips… why don’t they show them to us despite repeated requests.
We are unable to get on with our work as we are in a shock and feel violated.
My credit card data has been compromised and my card has been skymed.
We want the culprit to be caught, by looking for him if he goes to make another purchase the next day, by checking the CCTV cameras if installed, checking record and details in the above establishments and hope Citibank has made a note of our plea and does not bill us for these fraudulent charges as we have informed the bank before the bill has been generated and within an hour of receiving the sms.
We would also request the bank to follow the system that is offered by other banks where we receive a sms within minutes after every transaction so this could have been avoided.
Also, we would be grateful if anyone from Citibank could keep in touch with us to inform us of the developments which they haven't bothered t do so far.
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