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| NCH Docket No.: | 2678087 | Dated: | 2021-04-14 | Sector: | Banking |
|---|---|---|---|---|---|
| Problem Reported: | Consumer had received a credit card in mid – March 2021. After about a week, he got a call saying that they were calling from his bank, to activate the credit card and the caller shared consumer’s PAN card number, the 16 digit credit card no. and the expiry date and asked him for the CVV no. He also asked for the OTP which the consumer shared on the same call. The caller asked if he wanted to increase the credit limit of his card to which the consumer replied that he will update after checking his credit score. Again they shared his debit card details and asked for CVV and OTP and disconnected the call. Then consumer received a call to confirm if any transaction had been done from his side, and immediately consumer got to know that ₹29990/- from his credit card and ₹19500/- from his debit card were withdrawn fraudulently. He blocked both the cards and called the bank customer care but they denied registering his complaint as the card issued was a new one. In April 2021, he received the credit card bill of ₹29990/- with due amount of ₹1499/- . Consumer contacted the bank many times, but they were not ready to reverse the amount fraudulently transacted on his card. | ||||
| Escalation by NCH: | As the bank is a convergence partner of the National Consumer Helpline, the bank responded on the NCH Portal that , “We confirm that the matter has been resolved in your favor and accordingly, the Bank has processed reversal of ₹29,990/- to your Credit Card account on XXXXX. We have credited late fee and finance charge of ₹1,250/- and ₹1,048/- respectively, together with the associated GST. The reversals are reflecting in your Card statement dated XXXX. We also confirm that the Bank has also credited the debit card transaction for ₹19,500/-, to your Bank account on xxxxx. | ||||
| Consumer Remark in INGRAM: | Excellent! I am very much satisfied with the service and thankful to the whole team of consumer helpline. Your service is very fast and excellent. Tussi gr8 ho!! It was unbelievable that I got 50K reverse in my account. Again a very much big Thank U. God bless you all. | ||||
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