Dear Sir
Forwarding you the details of fraud transactions which have taken place against my credit card as below
12th Jan Rs 34, 284 Star Fashion Faridabad
28th Jan Rs 35276 Star Fashion Faridabad
10th FebRs 20250 Star Fashion Faridabad
The above information came to my notice when on 14th May 10 I received a call from ICICI Credit card collection office saying that there is a outstanding of about INR 1, 00, 000 against my corporate icici bank credit card no 4864 1031 4789 7010.
This was shocking as I have not done such transaction through this card. This card has been issued to me by my company as a corporate card.
So I called up customer care at 022-28307777 to understand the issue & report a complaint as I do not get any statement either by email, post/courier or SMS for this particular card. I am told that such issues to be reported within 75 days from the date of transaction & hence complaint could not be recorded by them When I asked for the resolution & a way forward I was told that the I am required to make the outstanding payment, When I requested them to take my complaint they refused to do so & advised me to write to customer care. I sent a email in this regard on 15/5.
The card has been issued to take care of expenses which will be incurred towards business trips, hotel expenses for my employer M/s Emerson Process Management I Pvt Ltd in the year Aug which then had a office at Modern Mills compound Mahalaxmi-Mumbai-Maharashtra..While talking to customer I discovered following.
1) Company name & address which was mailing address too was changed to Rama Trader Shop no 15, Block No 8, 1ST Floor, Sanjay Palace, Near Dr Sope Bldg, Agra 28 Uttar Pradesh.
2) Mobile no changed to 9634166642
3) Email ID changed to [email protected]
All above changes were done on 25th Jan over phone by somebody without my knowledge. This might have been done to ensure that I do not receive any statement by any means.
Also there was a report of cheque bounce of Rs 1- on 20/4.The cheque details are as below Cheque no 29801 IDBI Bank Agra.
Pl note that I do not have a personal/official account opened at IDBI Agra & still the cheque was issued from this bank towards payment against the said credit card outstanding.
As the said card is issued on initiative taken by my employer as a corporate card I lodged the complaint to ICICI bank official who is the account manager for my company through our HR department. Then the real process was started.. I was asked to fill up Card Member Dispute Form (CDF)... which is used to report a disputed transaction. I thought the issues will get resolved now. As my company have a corporate relationships with ICICI bank I will get the more attention. But the fact was different. Even though the account manager was listening & had realized the fact that there seem to be major fraud transactions which have taken place, I still received a call from ICICI collection team Agra in a rough language & tone on 2/6.2010 asking for the outstanding payment..
When I reported back this incidence I was told that the case is under the control of collection team & they are doing their job. But our corporate account manager promised me that such calls would not come to me in future.
But there was no end to this story. I have my corporate salary account with ICICI bank. I was in need of some money so I went to the nearest ATM centre in Thane City to withdraw some money on 9th June 10.I was not able to withdraw the required amount even though the enough balance was available in the account. Again it was shocking. I called up customer care & discovered that my salary account has been Lien Marked..ICICI bank has blocked the amount of Rs 1, 04, 582.68.Immediatley I called up our ICICI account manager to report the issue. He was also surprised to know this. He tried to help me but no much success. I was in urgent need of funds but was unable to withdraw due to account blocking issue. I was promised that the block will be lifted immediately. I struggled a lot but nothing was happening on un blocking my salary account despite me & my HR department was talking to ICICI Bank on regular basis.
On 14th June 10 I received a SMS that Rs 1, 04, 582.68 debited from my salary account towards recovery of outstanding amount against said ICICI credit cards. This was further shocking leaving me in despair, The mental torture was still on. We communicated & struggled with ICICI account manager through telecom & after a long struggle the money was credited to my account 16th June 10.
My company then called up a senior level meeting at our office on 17th June 10 with our HR department. The senior personnel from ICICI bank once again heard the case. These people have helped me to reverse the money back to my account. But they informed me that the debit was done conditionally at their own risk looking at the business relationship my company have with ICICI bank. But as the case is under the control of collection team they will not be able to do much on this. The case is being investigated by the collection team & based on the findings they may again credit the money from my salary account if the case did not prove to be genuine.
During the meeting ICICI officials were still maintaining that as per the rule the disputed transactions should be reported within 75 days time frame from the date of transaction as this case was reported after 75 days it is difficult to get convinced that the case is a genuine fraud case.
But when we asked them that how it is possible to report such incidence or make the payment towards genuine transactions if following tampering has been done at bank end? Who has done this? Who has validated these change requests? We complained to them that there seem to be a major flaw in the system at bank end.
1) Change in company address
2) Change in email ID
3) Change in contact no
Due to above I am not getting any transaction statement (Hard copy or soft copy), SMS alerts to review such transactions. The ICICI bank officials maintained that it is your responsibility to keep close watch on your credit card. But actually who will dream that all the personal details will get changed in the system without card holders knowledge? that too a corporate card holder. All the three transactions happened at Faridabad, where is the merchant copy? who has authorized & validated these transactions?
Also how can ICICI bank touch/block my salary account without my knowledge? How can they debit from my salary account? Answer from ICICI bank was “Bank can do this as per RBI guideline”.
On 30th June 10 I received an email dated mentioning that the investigation may take another 45 days for the resolution.
The bank has officially informed me that the charges towards three disputed transactions have been temporarily reversed, if the complaint is resolved in your favor we will make the reversal permanent.
On 17th Aug I received a letter from ICICI bank saying that the investigation has gone against you & need to make the full payment of the outstanding. There was no investigation report attached to it. When enquired about the same with ICICI bank customer care I am informed that these transaction have been made by the card holder or their relatives. It is also informed that ICICI bank system is fool proof & hence the case is closed from their side
Request you look into the matter & give justice
Regards
Nilesh Manoha
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