CREDIT CARD FRAUD

Dear Sir,

I am here to lodge a complaint against ICICI credit card. Below is the mail I received from ICICI credit cards department for a transaction on my card.

I had immediately contacted the customer care regarding this on 27th Dec 2011 around 3:00 AM IST and informed them that this transaction was not done by me. The customer care person assured me that the card has already been blocked by them as they had suspected this as malicious transaction and I have nothing to worry and asked me to call the next day morning normal hours to report the dispute team and do the needful. At that time he did not notify me that there has been any further transactions beyond the below mentioned amount.
When I called the next day morning, I was informed there has been a total transaction of 8812.37x4 = 35249.48 INR on my card on the same site, which was shocking as I was not told of this the last night by the CC person and neither there was any mail on this. However the person assured me not to worry as the card has already been blocked and the request has been forwarded to the dispute team. They said I will be notified about the investigation via a SMS and email within 7 days. I confirmed with him my contact details and mail id.
After 4 days I called again to check if there was any progress and about the notification. Again I was told not to worry and I will be receiving intimation on this shortly.
After another 4 days I called again (as it has crossed the said 7days time) and was said the same thing. When asked about the amount, it was said by the CC person that it will be reverted back and I will be notified via email and sms.
Then on 15th Jan I received the statement to pay the amount of 35086.57....INR The statement did not contain the below transaction details for which I had received the below mail. When I called the customer care again, this time I was told very harshly that this is a routine process and bank cannot do anything. I have to wait till I get to hear anything form them.
Later they came back on 15 March 2012 saying that the disputed transactions as per their records, Card Verification Value (CVV) and Expiry date on your Credit Card, your personal 6 digit 3D Secure PIN was used for effecting the said transactions.
But the question still remains unanswered, as something that they inform us above is very evident of being used while facilitating online transaction .All information can be fraudulently hacked.
So it would be inappropriate to say that compromising of that information by the owner of the card has led to the transaction. This is an online fraud and personal information stolen online and misused without the owner’s knowledge while they fail to clear other shocking thing which has happened ( please refer the attached e-mail notification from ICICI and the statement ) the email notification sent from ICICI bank for a transaction of "RUS 44.95 at DENGI.MAIL.RU(December 26, 2011; 15:21:07 hrs.). On seeing this , I had immediately called the customer care, and they said they have already blocked my card suspecting this as a fraudulent transaction, and at that moment the customer care person said there is no further transaction beyond this transaction.
Question 1) if my card was blocked after the first transaction for which the email notification was sent (see attached), then how the following 4 transactions could take place?
2) Why does the transaction of RUS 44.95 at DENGI..MAIL.RU (December 26, 2011; 15:21:07 hrs.) not show up in the monthly statement (see attached) for which email notification was sent?
3) What has the bank done to update their arsenal to combat the forgers who carry out such fraudulent online transactions?
After several calls and follow ups to the customer care on this issue explaining the whole thing every time from beginning, every time I called as there would be a new person taking up the call and every time they said we will get back to you in 4-5 days, or 7-8 days, which they never did and finally I forwarded this to Head Credit cards[headcreditcards@ICICIBANK.COM] . Now after enormous email exchanges and all the information provided at every step whatever has been asked for, he is putting it back on me holding me responsible saying Card Verification Value (CVV) and Expiry date on your Credit Card, your personal 6 digit 3D Secure PIN was made available. This is really very shocking and painful.
This kind of action is not at all a customer friendly signs shown by the bank and raises a question on the intention of the bank in resolving the matter. First of all there was severe delay and non-action shown by the customer care department on such a serious issue of online fraud in spite of immediate complains and repeated follow-ups.
Then again there was a huge delay caused by the Head Credit cards( point of escalation) after several email exchanges to raise the dispute Service Reference Number SR213955571, which almost took a month.
Thirdly when the matter is still being investigated, I was asked to pay the complete outstanding of the disputed transaction amount. And now after another scores of painful email exchanges and lengthy telephonic conversations, when it was decided to wait till the final investigations are complete, there are recovery agents being sent at my address.
This sequence of events now raises serious doubts whether the bank is really doing any investigation or at all interested in resolving the issue or has just sold it off to a recovery agent and playing a delaying tactics with me that we are looking in to it. These also concern me on the banking ethics and policies followed by the bank in dealing with disputed transactions.
Hoping to have a resolution on this issue soon.
Regards,
Subhankar Ghosh

________________________________
From: credit_cards@icicibank.com [credit_cards@icicibank.com]
Sent: 26 December 2011 15:21
To: Subhankar Ghosh (WT01 - Banking & Financial Services)
Subject: Transaction alert for your ICICI Bank credit card

[http://www.icicibank.com/campaigns/Email_Alert_CC/Approvedmailer/top.jpg]

Dear Customer,

Thank you for using ICICI Bank credit card.

Your ICICI Bank Credit Card XXXX0019 has been used for a transaction of RUS 44.95 at DENGI.MAIL.RU (December 26, 2011; 15:21:07 hrs.). Available credit balance on your card is Rs. 59,924.12 and total credit limit is Rs. 60,000.00.

If you have not authorised this transaction, please call our 24 hour Customer Care number mentioned on the reverse of your credit card.

Sincerely,

ICICI Bank Credit Cards