Dear Sir/Ma’am,
I have lost Rs. 20,000/- from my account due to an unauthorized transaction happened on my ICICI ATM Card on 3rd Sep. 2014 at 15:25:26 PM. Please find below the detailed description of my account and event.
Account No. 055801549413
Name: Pramod Kumar Jain
Dispute Amount: 20000/-
Complaint ID: SR337123477
Date: 3rd Sep 2014 15:25:26 PM
Place: ICICI Bank ATM, in front of IIT Bombay Main Gate, Powai, Mumbai-400076
Description: I went to the ATM to withdraw money on 3rd Sep 2014. There were 3 machines in the ATM out of which 2 were not working. I tried my card in those machines but it was not going ahead of language selection. I did not go ahead of language selection and pressed cancel button multiple times.
Then I tried in the third machine and I could withdraw my money i.e. 1400/- at 15:22:33 PM. Then I pressed cancel button and left the ATM. It is in my habit to press cancel button before leaving any machine to be safe.
But 3 minutes after leaving the ATM, I received an SMS of deduction of Rs. 20000/- from my account at 15:25:26 PM. I checked the SMS after some time and got shocked as the ATM card was with me at that time.
I went to raise a complaint regarding this in the nearest ICICI Bank branch (in IITB market area). After visiting the branch 2-3 times, I was advised to fill the consumer dispute form. I registered a complaint on 7th Sept 2014 regarding the disputed transaction. The complaint id for the same was SR337123477.
I received a letter (Ref. No. 090414/745674B) on 15th Sept 2014 from ICICI bank, saying that the investigation has been started and it will take 45 working days. But I did not get any response from Bank side regarding the status of the case, even after 2 months.
On 25th Nov. 2014, I sent an e-mail to bank. I was shocked to know that the case has been closed. They didn’t even bother to inform me about the same. They replied me that the transaction was card/pin based transaction hence the amount cannot be refunded. I got busy and could not escalate the issue promptly. On 26th Dec. 2014, I again wrote them back. But did not get any satisfactory reply. Now I have lost faith in the bank hence I had to raise the request at your forum.
In this case, as I mentioned in my complaint,
1. The transaction was not done by me. The disputed transaction happened after I left the ATM, and the card was with me at that time.
2. The time difference between my actual transaction (of rs. 1400/-) and the disputed transaction (of rs. 20000/-) was about 3 minutes. So the session should have ended by that time. If not then it’s the bank’s responsibility.
3. I always press the CANCEL button before I leave any ATM. I did the same that day as well. So if the transaction has actually happened, it’s the big security leak that has happened in Bank’s ATM.
4. I did the transaction carefully, I pressed CANCEL button on the ATM Machine before leaving, but due to the security issue of the bank, I lost my money.
5. One more thing to note, THERE WAS NO SECURITY GUARD PRESENT AT THE ATM.
I am very sure that the mistake was not mine but it’s the security breach in bank’s system and the fraud is the result of the carelessness of the bank.
We trust banks and their security systems when we deposit money. But when we loose money due to security issue of the bank, the bank is responsible to pay me back my amount. I request you to help me in this case.
In case you need more information, Please reply me back on my mail id.
Thanks & Regards,
Pramod Kumar Jain
Room No. 818, Hostel No. 15-A,
IIT Bombay, Powai, Mumbai – 400076
Contact No. +91 7276044012
Alternate no. +91 7878832277
Mail Id. [email protected], [email protected]
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