I am writing this email to direct your attention towards the fraudulent ATM withdrawals of Rs. 98,400 which happened on my ICICI account in the space of 2 days – 18th & 19th April, 2017.
PFB – a detailed description of the issue.
Ø Date – 18th April, 2017
I work a night shift at American Express Campus, Gurgaon sector – 43 from 7.30 PM to 4.00 AM.I went to the ICICI ATM at work at 4 AM in the morning and tried to withdraw money from my account. I couldn’t withdraw as it gave me a message saying transaction limit exceeded. I tried my card on the other 2 ATMs in my office but got the same response. Then at 4.34 AM in the morning I got 5 text and email alerts from the bank stating that 5 ATM withdrawals of Rs.10,000 each (total – Rs. 50,000) has been done on my account. This was a surprise as the card was with me the whole time. I called up the customer support team at ICICI and told them the whole situation. The person I spoke to told me it is just an ATM error and he will forward the service request (SR468125110) to another team and my money will get credited in my account in the next 2-5 working days. This was the assurance provided to me by the representative I spoke to.
Ø Date – 19th April, 2017
At 3.53 AM in the morning, while I was at work, I started getting text and email alerts from the bank that ATM withdrawals are happening on my account. Within a space of 5 minutes my entire remaining balance of Rs. 48,400 got deducted from my account even though the card was still with me. I called up the customer support team again and after numerous calls I got the information that on 18th April 2017, the withdrawals that happened were from 1.53 AM to 1.57 AM from an ICICI ATM in Nai Basti, Gurgaon and not even at the ATM located in my office (American Express Campus, Gurgaon sector – 43). This was well before the time i tried to withdraw money. The text and email alerts for these transactions came 2.5 hours later at 4.34 AM. If the person I spoke to would have researched this better, I could have saved the remaining balance on my account.
When I inquired about the transactions done on 19th April, I was told that the money was taken out in a total of 6 transactions from 2 diff locations – 1 in Malviya Nagar and 1 in Khirki Extension, Delhi. They could provide me the address of the ATM in Khirki Extension but not for the one in Malviya Nagar as their response was that they don’t have the complete address. They blocked my card and Net banking service and raised a new service request SR468363846 asking me to visit a branch with some documents to start the investigation which I did. I submitted the FIR copy, copy of my debit card, customer dispute form, copy of id proof and a breakdown of all the withdrawals that happened on my account as provided to me by the Bank only. The lady in the branch (Madangir) assured me that investigation will start immediately once she updates the documents on her system. I was told that I should call the Customer support team for regular updates on the investigation.
Ø Date – 20th April, 2017
I called the customer support team for ICICI for an update who confirmed that the investigation has not been started on my account yet and I would get SMS alerts about the progress.
Ø Date – 21st April, 2017
I called the customer support team for ICICI for an update who confirmed that the investigation has not been started on my account and that the documents were only uploaded to their system on 20th April, 2017 evening rather than on 19th April, 2017 when I submitted the documents.
Ø Date – 23rd April, 2017
I called the customer support team again to get the complete address of the 2nd ATM in Malviya Nagar. After the representative initially refused stating that they can’t find the address, I literally had to force them to research further and eventually they did find the address for the 2nd ATM which turned out to be the same one as Khirki Extension, which meant that both ATMs were located in one address only. This was a very unpleasant surprise for me as they ICICI team had previously had confirmed that money was taken out from 2 different locations and simply refused that they can’t find the address for the ATM in Malviya Nagar.
This detailed description of events is necessary to understand that ICICI bank hasn’t been taking my request seriously. It’s been 5 days since i raised my complaint and i haven’t received any sort of response from them. They seem to be acting very casually about the fact that I am broke and have no money in my account. The unprofessionalism of the ICICI employees, both branch and customer care has left me very frustrated and confused about their customer service ability and whether they are even looking into my problem.
I have also attached the following documents on this email: · FIR copy
· Customer dispute form
· Breakdown on transactions (on the basis of information provided on 19th)
· Copy of my debit card
I am hoping you can help me find a way out of this frustrating issue.
Looking forward to your response.