To,
Customer Care,
ICICI Bank Limited,
Subject: To reopen and re investigate the Credit Card fraud case no. SR44151544.
Sir/Madam,
This is to request re-investigation of a case related to credit card fraud, which happened in Oct’07, and result of which I came to know about today (05-May-08) when I enquired about the same from ICICI, after a large amount of money (Rs. 52, 790.02) from my saving bank account (with ICICI - 002101521648) was put on lien last week - without even intimating me about the result, and informing me/ getting authorization for deduction from my bank account.
It is all because of somebody – who, due to lapses in the security processes at ICICI in handling credit card – first managed to get both communication address and mobile number changed for credit card issued in my name (which was still in my physical possession), to get a loan on my card, which bank informed me about (on the last mobile no.) and I was able to cancel at least that one. Further, he managed to get an add-on card issued on that card – delivered to his address, and then enjoyed shopping on that newly issued add-on card.
I came to know that somebody changed my communication address and applied for personal loan on my credit card, when I got a call from ICICI around 17-10 and they told me that my personal loan DD for Rs. Four lacs is ready and they were about to dispatch it. I was shocked that I had never applied for personal loan ever. Then I asked for my address, and found that it had been changed, along with the mobile no. I was told about an address of Delhi, while I am resident of Gurgaon and residing here for last 5 years. I was lucky that ICICI bank called on the old cell no. before dispatching the DD.
I requested to cancel the DD immediately and also informed ICICI bank to block my credit card account as it was hacked by somebody. I also requested to change my communication address back to the old one and update my cell no. Further I again called customer care on 24-Oct to cancel the card altogether. The service request id for this request is SR41649048. Then I cut my cards (main card 44774770 7169 1014 and another online card which no. ends with 0002) into 4 pieces and dropped into a nearby ICICI ATM.
To my surprise, after some days I received a call from ICICI bank to inform that some transactions happened on add-on credit card on 26-Oct-07, which was issued against my main card. Again I was shocked, as I did not know that that guy even applied for an add-on card and ICICI delivered it to him. Obviously, I denied having done those transactions, as I had no idea about them at all. Then after some days one person from ICICI (From Credit card fraud investigation department.) visited me to get the dispute form filled from my side and sign it. He assured me that it clearly looks credit card fraud case and we will handle it. You should not worry. Later, I got one letter Ref. no. 110807/179393C dated 09-Nov from ICICI Bank with all transaction details that happened on add on card, along with the Case Ref. No. (SR44151544).
After that day, I did not hear anything from ICICI bank – through any medium – phone, email and letter. Suddenly, on 2nd May – almost 6 months after I received the letter, I got to know that some amount from my savings account was put on lien because of credit card outstanding. There was absolutely no communication (via email, phone call and hard copy letter) after the letter I mentioned just above. Upon knowing this, I enquired with bank immediately, and was advised to contact Credit Card recovery department located at Rohini, Delhi. From there I came to know that the case has been closed after the decision taken by the bank against me, and as the amount was to be recovered from me as per the decision, it has been put on lien from my savings account without even informing me about the same. Moreover, it is a completely one-sided decision, without even enquiring me about all the details.
Now, with this mail, I request to re-investigate the case (SR44151544), and particularly look for answers to the following queries from my side:
1. When did my credit card communication address and mobile number get changed in Oct?
2. Why did not the bank send confirmation of address change to my old address?
3. Did credit card department verify required details before actually changing the address?
4. When did that fraud guy applied for add on card?
5. Did credit card department verify enough details from that guy before actually honoring the request?
6. May I know the request id for request of add on card?
7. Do you see any photo Id of main card owner when you actually deliver the add-on card? If yes, please let me know the details of Photo id you got when you deliver add-on card no. 4477 4770 7169 1204 (as stated in the letter)?
8. Why did not all my credit card been blocked on 17-10 after I informed about fraud on my credit card on phone?
9. How the add-on card was active, when the main card was cancelled on 24-10. (The transactions on add-on card were done on 26-10)
10. How am I responsible for transactions made on add on card no. 4477 4770 7169 1204 on 26-10 even I request for cancellation again on 24-10?
11. Why I wasn’t contacted about details regarding the case, during the case investigations at all?
12. Why I was not informed about the one sided decision taken by the bank?
13. How can credit card department put amount from my saving account on lien for recovery without informing me/ my authorization?
I would like to have this case reopened and re investigated at the earliest possible. Also, please remove the lien on my saving’s account at the earliest.
If I do not hear from you regarding initiation of reinvestigation with in a week, I would be compelled to take the case to the legal authorities and consumer court for further action, as with the available details, it is pretty straight forward case of fraud, and as I had got my card cancelled on 24-10-07, I do not have any liability to pay for fraud transactions done on 26-10-07.
Looking forward to an early and favorable response from your side.
Date: 05-05
Thanks and Regards,
Sunil Kumar Mehta
A/C: 002101521648
Email: [email protected]
Mobile: 98917-71568
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