Originally Posted by AtharMansoor

Hi,
I am holding the ICICI bank credit card 4629 **** **** 9002, since 11/08. On November the 25th, I was called up by ICICI bank regarding a couple of transactions being carried out at Ezeego One tours and travel. I informed them that these transactions were not authorized/carried out by me and asked them to immediately block the card.
The transactions that were made as below.
25/11/2009 Ezeego One Travels & Tour Rs. 6,167.00(DR)
25/11/2009 Ezeego One Travels & Tour Rs. 4,316.00(DR)
25/11/2009 Ezeego One Travels & Tour Rs. 10,483.00(DR)
25/11/2009 Ezeego One Travels & Tour Rs. 6,447.00(DR)

I then called up the ICICI bank and raised a dispute with them for the above said transactions, with the number 125574201.

Post that, there were couple of refunds from the same merchants for the below amounts.
26/11/2009 Ezeego One Travels & Tour Rs. 5,417.00(CR)
03/12/2009 Ezeego One Travels & Tour Rs. 10,483.00(CR)
10/12/2009 Ezeego One Travels & Tour Rs. 200.00(CR)

Today, December 17th, I got a written statement from the bank saying that during the transaction the Verified by Visa/MasterCard Secure Code pin provided had matched and hence the transactions were carried out by my credit card.

Three things to this,
First, I don't recollect setting up a VbV pin for the above said card account. And there is no confirmation that I have received that such service is active on that card. (You always do get an email confirmation when you register for VbV or MasterCard S.). Like I got for my new card account that has been issued in place for the cancelled one.
Though, when I called up the bank they told I had registered for the service on the 17th of August.

Secondly, Apart from the above statement I have got from the bank, the bank does not let me know any other kind of information, nor has it contacted Ezeego to get the details of the transaction (name, email, phone), instead they did ask me to follow up with Ezeego to get the details.. :&

Third, what about the refunds, how are those happening. whose generating those.. When asked to the bank. 'Sorry' comes the response..

Despite all, I am being told the decision for the dispute is in the banks favor.

What I fail to understand, these air tickets that have been booked, somebody has traveled / will travel.. can't we not get that details.. that'd be the culprit.. Why I am supposed to cough up money for something / some service that I haven't used. :D

Can somebody guide me/assist on this?

Regards,
Mansoor
98 9007 9117

Dear Mansoor,

We're sorry to hear about your experience.

We'll contact you and work to address your issue at the earliest.

Regards,
ICICI Customer Service Team.

Got a mail from ICICI bank care. Again the same irrelevant information is provided.
Why is the bank hesitant in providing the details. Is there a foul play on the banks part.

Below is the mail that I have written back to them, along with their reply below.
My email address is masked for security.

Can somebody assist.

Regards,
Mansoor
989 007 9117

RE: 'ICICICARE=036-628-630' ICICI BANK CREDIT CARD‏
From: Athar Mansoor Budye (XXXXXXX@XXXXXX.com)
Sent: 30 December 2009 13:26PM
To: care@icicibank.com

Hello,
I had received the below information when the resolve for the dispute # 125574201 was conveyed to me. What I had escalated and requested with the Complaint # 127295553 is to provide me the details of the transactions from the merchant perspective (Name/address/telephone of the person who booked the tickets). I had talked to the merchant and they had told me that this information would be conveyed to the bank when it gets in contact with the merchant. And that they wont be giving those details to me but to the bank.

Why is the bank hesitant in providing me these details. A similar request has also been sent to the Bank via the Cyber Crime Cell, Pune , in accordance to my FIR recorded with them on the 2nd December 2009. Do I suspect a foul play on the banks part.

The information provided is completely irrelevant. What I am trying to point out is that there is a fraud on my credit card. If the 3D secure pin had mismatched the transaction would not have been taken in the first place. So there is no point in telling me that the Pin had matched.

Are you also trying to convey that with the 3D secure there aren't any frauds that happen.

I would again request you to furnish me with these details and then come to the conclusion/resolve of the above said dispute. Till then I would understand that the said amount is still disputed with the above mentioned number, and would not accept responsibility of paying the amount or the financial charges levied.

I would appreciate if some one responsible for investigation/ communication to have a word with me on the number mentioned in my signature.


Regards,
Athar Mansoor.
Cell :- 989 007 9117.





Date: Tue, 29 Dec 2009 19:32:25 +0530
From: care@icicibank.com
Subject: RE:'ICICICARE=036-628-630' ICICI BANK CREDIT CARD
To: XXXXXXX@XXXXXX.com

Dear Mr. Budye,

We refer to our earlier e-mail of December 22, 2009 regarding your ICICI Bank Credit Card.

The dispute initiated on your credit card account is resolved in bank's favor.

However, we find that all the disputed transactions have been made through 3D Secure (Verified by Visa).

To register for 3D Secure the mentioned process has to be followed by the customer to generate the online PIN for individual credit cards.

Step 1: Log into ICICIBANK
Step 2: Click to cards under personal banking
Step 3: Click on "Click here to register" reflecting under "Apply now" on the left hand side of the screen
Step 4: Click on "New User - Register Now " and accept the terms and conditions
Step 5: Enter 16 Digit card number and select " Next "
Step 6: Enter the Card valid from and your date of birth and select " Next "
Step 7: Enter the required details and provide the six digit PIN of your choice and click on "submit"

The Card Member is responsible for the security of the Card and shall take all steps towards ensuring that the Card is not misused.

As per the terms and conditions under which the card was issued to and accepted by you, you are bound to make payment for the transaction.

To avoid any such misuse we request you not to provide any details regarding credit card account to unauthorized personal or organization.

The Bank cannot be held responsible for the act(s) of the merchant when the transaction has been approved while the card was in your possession.

We remind you that a credit card is a personal possession and the cardholder needs to take proper care of its safety to prevent its misuse.

The outstanding balance due on your ICICI Bank Credit Card 4629 xxxx xxxx 9002 is Rs. 11,311.73 as on December 29, 2009.

We request you to make the payment of the outstanding balance on your credit card account to avoid levy of financial charges.

Looking forward for your co-operation in helping us to serve you better.

Sincerely,

Anuradha M
Office of Head Service Quality

Originally Posted by AtharMansoor

Got a mail from ICICI bank care. Again the same irrelevant information is provided.
Why is the bank hesitant in providing the details. Is there a foul play on the banks part.

Below is the mail that I have written back to them, along with their reply below.
My email address is masked for security.

Can somebody assist.

Regards,
Mansoor
989 007 9117

RE: 'ICICICARE=036-628-630' ICICI BANK CREDIT CARD‏
From: Athar Mansoor Budye (XXXXXXX@XXXXXX.com)
Sent: 30 December 2009 13:26PM
To: care@icicibank.com

Hello,
I had received the below information when the resolve for the dispute # 125574201 was conveyed to me. What I had escalated and requested with the Complaint # 127295553 is to provide me the details of the transactions from the merchant perspective (Name/address/telephone of the person who booked the tickets). I had talked to the merchant and they had told me that this information would be conveyed to the bank when it gets in contact with the merchant. And that they wont be giving those details to me but to the bank.

Why is the bank hesitant in providing me these details. A similar request has also been sent to the Bank via the Cyber Crime Cell, Pune , in accordance to my FIR recorded with them on the 2nd December 2009. Do I suspect a foul play on the banks part.

The information provided is completely irrelevant. What I am trying to point out is that there is a fraud on my credit card. If the 3D secure pin had mismatched the transaction would not have been taken in the first place. So there is no point in telling me that the Pin had matched.

Are you also trying to convey that with the 3D secure there aren't any frauds that happen.

I would again request you to furnish me with these details and then come to the conclusion/resolve of the above said dispute. Till then I would understand that the said amount is still disputed with the above mentioned number, and would not accept responsibility of paying the amount or the financial charges levied.

I would appreciate if some one responsible for investigation/ communication to have a word with me on the number mentioned in my signature.


Regards,
Athar Mansoor.
Cell :- 989 007 9117.





Date: Tue, 29 Dec 2009 19:32:25 +0530
From: care@icicibank.com
Subject: RE:'ICICICARE=036-628-630' ICICI BANK CREDIT CARD
To: XXXXXXX@XXXXXX.com

Dear Mr. Budye,

We refer to our earlier e-mail of December 22, 2009 regarding your ICICI Bank Credit Card.

The dispute initiated on your credit card account is resolved in bank's favor.

However, we find that all the disputed transactions have been made through 3D Secure (Verified by Visa).

To register for 3D Secure the mentioned process has to be followed by the customer to generate the online PIN for individual credit cards.

Step 1: Log into ICICIBANK
Step 2: Click to cards under personal banking
Step 3: Click on "Click here to register" reflecting under "Apply now" on the left hand side of the screen
Step 4: Click on "New User - Register Now " and accept the terms and conditions
Step 5: Enter 16 Digit card number and select " Next "
Step 6: Enter the Card valid from and your date of birth and select " Next "
Step 7: Enter the required details and provide the six digit PIN of your choice and click on "submit"

The Card Member is responsible for the security of the Card and shall take all steps towards ensuring that the Card is not misused.

As per the terms and conditions under which the card was issued to and accepted by you, you are bound to make payment for the transaction.

To avoid any such misuse we request you not to provide any details regarding credit card account to unauthorized personal or organization.

The Bank cannot be held responsible for the act(s) of the merchant when the transaction has been approved while the card was in your possession.

We remind you that a credit card is a personal possession and the cardholder needs to take proper care of its safety to prevent its misuse.

The outstanding balance due on your ICICI Bank Credit Card 4629 xxxx xxxx 9002 is Rs. 11,311.73 as on December 29, 2009.

We request you to make the payment of the outstanding balance on your credit card account to avoid levy of financial charges.

Looking forward for your co-operation in helping us to serve you better.

Sincerely,

Anuradha M
Office of Head Service Quality

Dear Mansoor,

We understand that our Customer Care official had spoken to you on January 4th, 2009 and resolved your issue.

Regards,
ICICI Customer Service Team.

Yes, I did get a call, and was asked to pay up, on account of the banks "lack of authorization" to question the merchant on the details of the transactions on my card.

Below is the reply that I have sent in reply..

A final statement... I have lost confidence in the banks security and policies all together and would avoid doing business in future and would recommend others the same.

Regards,
Mansoor
989 007 9117

------------------------------------
RE: 'ICICICARE=036-628-630' ICICI BANK CREDIT CARD‏
From: Athar Mansoor Budye (XXXXXXX@XXXXXX.com)
Sent: 06 January 2010 20:07PM
To: care@icicibank.com

Hello,
This was certainly not a pleasant experience in my long relationship that I have had with ICICI bank. I am ending up paying for the so called 'lack of authorization' on the banks behest to question the merchant for the details of the transaction on my credit card.

Two things are evident from this.
1. What the bank calls 3D secure and claims to be 100% fraud proof is not so.
2. There is a major blockhole/roadblock/bug what ever you name it, in the banks investigation process, as it abruptly comes to a halt when the transaction is identified as a 3D secure transaction and no further information is provided to the customer.

These two points clearly state, the security and the policies have issues, which as you had stated are being worked on. And I am paying up for these issues.

With the above things in mind, I would want to cancel all my credit cards mentioned below.And would soon move to ending up other relations I have with ICICI bank.

The credit cards to be cancelled are
4076 XXXX XXXX 0011
4629 XXXX XXXX 9010
4477 XXXX XXXX 9003


Regards,
Mansoor
989 007 9117.


Date: Mon, 4 Jan 2010 15:43:17 +0530
From: care@icicibank.com
Subject: RE:'ICICICARE=036-628-630' ICICI BANK CREDIT CARD
To: XXXXXX@XXXXXX.com

Dear Mr. Budye,

We refer to your e-mail of January 4, 2009 regarding your ICICI Bank Credit Card.

Further to our telephonic conversation on January 4, 2009, we have reversed the interest charges levied in your January 2010 statement.

04/01/2010 INTEREST CHARGES Reversal 774.65CR
04/01/2010 Service tax reversal 79.79CR

The credit of reversals will reflect in your subsequent statement.

After reversing the charges, the outstanding balance on your credit card as on January 4, 2009 is Rs. 11,311.73.

As discussed, we reiterate that, we regret to reinitiate the dispute on your credit card since the transactions are done through 3D Secure (Verified by Visa).

We request you to make the complete payment of Rs. 11,311.73 towards your credit card dues to avoid further levy of financial charges.

Your co-operation and understanding is highly appreciated in this regard.

Sincerely,

Anuradha M
Office of Head Service Quality

I have made the payments. Please cancel my credit cards.

Below is the mail

Mansoor,
989-007-9117
-------------------------------------------------------------------

RE: 'ICICICARE=036-628-630' ICICI BANK CREDIT CARD‏
From: Athar Mansoor Budye (XXXXXXXX@XXXXX.com)
Sent: 14 January 2010 13:57PM
To: care@icicibank.com
Hello,
The payment for the outstanding has been made.

Please process the request made earlier for the cancellation of the cards.

The credit cards to be cancelled are
4076 XXXX XXXX 0011
4629 XXXX XXXX 9010
4477 XXXX XXXX 9003


Regards,
Mansoor.
989-007-9117.





Date: Thu, 7 Jan 2010 18:48:32 +0530
From: care@icicibank.com
Subject: RE:'ICICICARE=036-628-630' ICICI BANK CREDIT CARD
To: XXXXXXX@XXXXX.com

Dear Mr. Budye,

We refer to your e-mail of January 6, 2010 regarding your ICICI Bank Credit Card.

We regret for the inconvenience caused to you in this regard.

The outstanding balance on your credit card as on January 7, 2009 is Rs. 11,311.73.

We request you to write to us after making the complete payment towards your credit card dues to process the request for credit card cancellation.

Sincerely,

Anuradha M
Office of Head Service Quality

I want to know my outstanding details. As i came to know that their is 27000/- outstanding in my credit card. my card no is 5177 1944 8126 0005

hindu.com/2010/09/17/stories/2010091761720300.htm

Originally Posted by AtharMansoor

I have made the payments. Please cancel my credit cards.

Below is the mail

Mansoor,
989-007-9117
-------------------------------------------------------------------

RE: 'ICICICARE=036-628-630' ICICI BANK CREDIT CARD‏
From: Athar Mansoor Budye (XXXXXXXX@XXXXX.com)
Sent: 14 January 2010 13:57PM
To: care@icicibank.com
Hello,
The payment for the outstanding has been made.

Please process the request made earlier for the cancellation of the cards.

The credit cards to be cancelled are
4076 XXXX XXXX 0011
4629 XXXX XXXX 9010
4477 XXXX XXXX 9003


Regards,
Mansoor.
989-007-9117.





Date: Thu, 7 Jan 2010 18:48:32 +0530
From: care@icicibank.com
Subject: RE:'ICICICARE=036-628-630' ICICI BANK CREDIT CARD
To: XXXXXXX@XXXXX.com

Dear Mr. Budye,

We refer to your e-mail of January 6, 2010 regarding your ICICI Bank Credit Card.

We regret for the inconvenience caused to you in this regard.

The outstanding balance on your credit card as on January 7, 2009 is Rs. 11,311.73.

We request you to write to us after making the complete payment towards your credit card dues to process the request for credit card cancellation.

Sincerely,

Anuradha M
Office of Head Service Quality