Fraud in Account via ATM/Debit card?

Question

I am a Doctor by Profession and I was at my clinic with patients, i received SMS stating that the account got debited.
My bank account on 18 th June, 2015 Rs10, 596.46 and Rs10, 649.44 on same date in half our difference through my ATM/Debit card.
I had filed official compalint to bank department and I am sorry to inform that after 90 days they asked us to file all ID detail documents and now they want one more letter from HR. For your information when we lodged the complaint to police we had submitted all documents and also police complaint to bank immediately after the incident.
I am sorry to tell you that after submitting papers they asked to wait for 35 to 40 days we waitied when we started tracking the complaint they asked again documents as per them they are misplaced !!!Also they never issued us the SR no, it was issued after intense pressure to them.
Without updating us that how the theft from account has happened they have started asking HR letter, which company will give HR letter without knowing the appropriate reason of forgery!!!
I want to know is this the service provided by  bank that I am at work and some one swipes from unknown place and withdraws money? What is the safety of our money with bank?
We have been regularly following with the branch, customer service but there is no response at all wait for 3 days and after 3 days again 3 days, last message we receive that you have been asked again documents from the branch!!!
Where is the justification to this? Where is the security on your money in the bank? Whom do we follow for crediting the account? why they are not updating where the theft happened?
You as a customer forum please take the matter forward to the vigilance department of  bank as we are not getting any chance to reach over there, for meeting the branch and discussing with customer service we have lost enough time and money!!!
 

Best Regards
 

 

 

Answer 1

Dear Dr Ruchi

Notwithstanding your statement that you were in your clinic with patients, I would like to emphasize that in the absence of Debit Card and PIN, which are supposed to be in your possession, no one can swipe it elsewhere/anywhere.  Your mail has not clarified, whether you lost the debit card.  The other possibility could be, in ignorance, you might have compromised on your confidential bank account credentials, which might have helped the fraudsters in making purchases (not clarified again in your mail).  Since the amounts are pretty odd and in decimals, I assume that the payments could have been online / swipe.  

However, if the above is not at all true and you held the debit card in your possession and never disclosed your account credentials, you may complain to the senior management of the bank / banking ombudsman.  The process if as follows.

1.    Go to your Bank’s website and search for grievance redressal (or similar name) button and submit your complaint online.

2.    If you do not receive any reply / satisfactory reply within 10 days, lodge your complaint with the Nodal officer of the Bank (either through email or letter)

3.    If you do not receive any reply / satisfactory reply within 10 days from the Nodal officer, lodge your complaint with the Principal Nodal officer of the Bank (either through email or letter)

4.     If you are still not satisfied with the reply / do not receive reply from the Principal Nodal officer within 10 days, lodge your complaint with the Banking Ombudsman (either through letter or email)

RAJA

Answer 2

Hi Dr. Ruchi,

Please note that this site is managed by a group of Banking Professionals to assist Bank Customers to raise any complain/query in respect of financial services and to advise them suitably for resolution. This site does not belong to any Bank nor a regulator and we can not take up your case directly with your Bank. Since your case has been registered with the Bank for more than 3 months, enough follow up actions have been undertaken and the response from the Bank is not satisfactory, please register your complaint with the Banking Ombudsman for a definite & speedy resolution.