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A/c No:01841000095358 with HDFC bank

Dear Sir

I would like to draw your attention to the trailing mail exchanged with

your bank in connection with a fraudulent ATM withdrawal of Rs15,000 with my debit card held with your bank. The chronology ofevents is as follows:

1. I noticed, on checking my accounts particulars on-line on 30thMay that a withdrawal of Rs 15,000 had taken place from ATMfrom my account on 23rd May. I was in possession of my debitcard and had never lost it. I have never shared the PIN No withanyone. Surprisingly, I never received a SMS alert for thetransaction.

2. I immediately had my debit card hotlisted and disabled my on-line account immediately. I then made a formal complaint toHDFC bank regarding the fraudulent transaction.

3. I was informed that the transaction had taken place in a Bank ofBaroda ATM at 72, M.G.Road. I registered a FIR with theJeevanbhimanagar police station and submitted the original FIRto my home branch at CMH road, Bangalore.

4. I tried to find the Bank of Baroda ATM at the address I was givenand was surprised to learn that there was no such ATM at theaddress furnished to me. I immediately contacted HDFC bank andwas later informed that the address given earlier was wrong andthat the transaction occurred at Indiranagar ATM of Bank ofBaroda. I approached the police station to find out the status oftheir investigation and they informed me that the address theywere furnished by HDFC bank was wrong and I informed thepolice the correct address. The policeman concerned was veryangry as to why they were made to go on a wild goose chase bythe bank. We asked this question to the bank as to whymisleading information was given to the police and never

received a satisfying reply.

5. On Bangalore Mirror of 18th June, there was an article on how agang of people had skimmed off information from debit card andcloned the same and drawn money from ATMs withoutknowledge of the debit card owners. However, the HDFC bankpersonnel are in denial that what has happened to me is not afraud but compromise of the PIN No.

6. All the responses from the bank about their investigation onlyverified the validity of transaction and not about any fraud in the

transaction.

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My questions are as follows:

1. Why was I (and the police station) given the wrong address byyour bank where the transaction had occurred?

2. Why was nobody from the banks investigation team aware thatthe address of the ATM was wrong?

3. What is the validity of a fraud investigation which did notaccount for place of transaction?

4. It appears that there was a deliberate attempt to come to aconclusion that the transaction was the consequence of mynegligence and my repeated reminders to them that they were in

denial about the fraud was falling on deaf ears. The fact is thatmy faith in the security you offer your customers is shaken andfeel betrayed by your bank.

I request you to look into the matter and redress my grievanceimmediately. I also would be grateful if the lost amount is reversedback to my account.

Regards

R Bhanumthi

Mail exchanged with your bank:-

Dear Ms. Bhanumathi:

This is in reference to your email dated 17th June 2012, received at the office

of the Principal Nodal Officer, Mr. Ratan Kumar Kesh, regarding cash notreceived but debited from your HDFC Bank account ****8583 for an amountof Rs.5000/- and Rs.10000/ while trying to withdraw the same from a Bankof Baroda ATM on 23rd May 2012.

At the outset, our sincere apologies for the inconvenience caused to you.

We wish to inform you that as an HDFC Bank customer, when you transactat a non-HDFC Bank ATM, the transaction is routed through ATM networksauthorized and governed by the RBI. As per the extant RBI guidelines,disputes pertaining to non/short dispensation of cash need to be resolvedby way of Charge Back, wherein the card issuing bank raises a chargebackon the acquiring bank whose ATM was used to conduct the transaction. The

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acquiring bank has to revert with a valid proof in the form an ATM Logindicating that the funds were successfully dispensed failing which thecustomers account will be credited within 7 working days from the date ofcomplaint. Furthermore, as per the network operating guidelines, the ATMlog is sufficient and conclusive proof of successful cash dispensation.

We would like to inform you that immediately on receipt of your complaint,we had raised a chargeback vide reference number NFS331108 &NFS331109, in response to which we have received a valid proof from themindicating that the funds have been successfully dispensed. The same hasbeen forwarded to your home branch. The status of the above complaint wasalso communicated to you through SMS on your mobile and also through aletter which was sent to your mailing address.

As a service gesture we have once again raised this case with the acquiringbank and have requested them to confirm successful dispensation of cashby providing some additional proof. The acquiring bank is expected to revertby 9th July 2012. We will update you as soon as a response is received fromthe acquiring bank.

With respect to your request for the CCTV footage, we would like to informyou that as per the network operating guidelines, the acquiring bank is notrequired to provide the same. However, on a best effort basis we haverequested them to provide the same. We will update you as soon as wereceive a revert from them.

We appreciate your patience in this regard.

Warm Regards,Tejali M.Customer Service Manager (Office of the Principal Nodal Officer)HDFC Bank Ltd. C Wing, Trade World, 11th Floor, Kamala Mills Compound,Senapati Bapat Marg, Lower Parel, Mumbai 400013.

From: Bhanumathi

To: 'Grievance Redressal' ,pnohdfcbank@hdfcbank.com

Date: 06/17/2012 11:51 AM

Subject: RE: 'HBL=015-694-085' Grievance Redressal Form - PNO-0612-413-MP

Dear Sir

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You are still in denial that the incident was not a fraudulent transaction and apparently you

have decided to embark on the easier path of pinning the blame on me and moving on.

Obviously, your stand has been the same from day one and I feel let down by your bank.

While the police investigation till date has not revealed any clue to suggest a fraud to have

been committed, I have no choice but to wait for the outcome of their investigation. Myhusband (Shanker Ramaswamy SB A/c No 1841050008583) is a classic customer with your

bank and has been banking with you since the year 2000 and I would expect you to reverse

the fraudulent transaction. I do not intend to let the matter rest at this stage since it is my

hard earned money that has been lost and the faith I bestowed in your banking system

compromised by a fraudster. Obviously, you have not protected the interest of your

customer and my faith in your bank is shaken.

Regards

Bhanumathi

From: Grievance Redressal [mailto:Grievance.Redressal@hdfcbank.com]Sent: Saturday, June 16, 2012 12:11 PMTo:bhanumathi_r@dataone.inSubject: RE:'HBL=015-694-085' Grievance Redressal Form

Dear Ms. Bhanumathi :

Thank you for your patience and co-operation.

We value your relationship and thank you for banking with us.

We are in receipt of your complaint with regards to the transactions made throughyour Debit Card number # *****7156 linked to your account number ***5358. Wetake this opportunity to share with you the details of this case.

We would like to inform you that the debit entries in your savings account(s), which

shows withdrawals, have been made using the Debit Card and PIN at the ATM. Thesaid PIN is privy only to the customer and except the customer nobody else canaccess the Debit Card and draw funds without the knowledge of the customer.Further the said PIN needs to be kept discreetly by customer without the same beingshared with any person or persons as it may result in the Debit Card being misused.The misuse of the Debit Card in ATMs cannot happen without a possible compromiseof PIN number.

Based on above information provided, the liability for the said transactions lies withthe customer. However, we offer our support to provide all required details that

could be useful for any investigation/ natural progression of the case.

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We have addressed your grievance in a fair and equitable manner as per the policiesand guidelines laid down by the bank.

Looking forward to your continued patronage & support.

With regards to SMS alert we would like to inform you that we have checked withthe concern department and found that the same was delivered successfully to yourmobile number ending with **5832.

In line with our focus and commitment to Customer Service, we trust that thisGrievance Redressal Cell has addressed your grievance in a fair and equitablemanner and the issue has been resolved to your satisfaction. If you are not satisfiedwith the resolution, you may write to our Principal Nodal Officer Mr. RatanKumarKesh at HDFC Bank Ltd., Trade World, C Wing, 11th Floor, Kamala MillsCompound, Senapati Bapat Marg, Lower Parel, Mumbai-400013 or E-mail at

pnohdfcbank@hdfcbank.com or Fax at 022-42197125. Alternately you can call atTel: 022-30961541.

Warm Regards,Devendra MalhotraOfficer-Grievance Redressal CellHDFC Bank Ltd.

Dear Ms. Bhanumathi:

This is in reference to your email dated 17th June 2012, received at the officeof the Principal Nodal Officer, Mr. Ratan Kumar Kesh, regarding cash notreceived but debited from your HDFC Bank account ****8583 for an amountof Rs.5000/- and Rs.10000/ while trying to withdraw the same from a Bankof Baroda ATM on 23rd May 2012.

At the outset, our sincere apologies for the inconvenience caused to you.

We wish to inform you that as an HDFC Bank customer, when you transactat a non-HDFC Bank ATM, the transaction is routed through ATM networksauthorized and governed by the RBI. As per the extant RBI guidelines,disputes pertaining to non/short dispensation of cash need to be resolvedby way of Charge Back, wherein the card issuing bank raises a chargebackon the acquiring bank whose ATM was used to conduct the transaction. Theacquiring bank has to revert with a valid proof in the form an ATM Logindicating that the funds were successfully dispensed failing which thecustomers account will be credited within 7 working days from the date ofcomplaint. Furthermore, as per the network operating guidelines, the ATMlog is sufficient and conclusive proof of successful cash dispensation.

We would like to inform you that immediately on receipt of your complaint,

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we had raised a chargeback vide reference number NFS331108 &NFS331109, in response to which we have received a valid proof from themindicating that the funds have been successfully dispensed. The same hasbeen forwarded to your home branch. The status of the above complaint wasalso communicated to you through SMS on your mobile and also through a

letter which was sent to your mailing address.

As a service gesture we have once again raised this case with the acquiringbank and have requested them to confirm successful dispensation of cashby providing some additional proof. The acquiring bank is expected to revertby 9th July 2012. We will update you as soon as a response is received fromthe acquiring bank.

With respect to your request for the CCTV footage, we would like to informyou that as per the network operating guidelines, the acquiring bank is notrequired to provide the same. However, on a best effort basis we haverequested them to provide the same. We will update you as soon as wereceive a revert from them.

We appreciate your patience in this regard.

Warm Regards,Tejali M.Customer Service Manager (Office of the Principal Nodal Officer)HDFC Bank Ltd. C Wing, Trade World, 11th Floor, Kamala Mills Compound,Senapati Bapat Marg, Lower Parel, Mumbai 400013.

Dear Ms. Bhanumathi:

Thank you for giving us an opportunity to address your concerns.

We acknowledge receipt of your below email received at the office of thePrincipal Nodal Officer, Mr. Ratan Kumar Kesh.

Your concerns have been highlighted to the respective unit. We shall replywith the status within 4 working days. We appreciate your co-operation and

patience in the interim.

Reference number for your complaint is PNO-0612-413-MP.

We assure you of our best services.

Warm Regards,Tejali M.Customer Service Manager (Office of the Principal Nodal Officer)HDFC Bank Ltd. C Wing, Trade World, 11th Floor, Kamala Mills Compound,

Senapati Bapat Marg, Lower Parel, Mumbai 400013.

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From: Bhanumathi

To: 'Grievance Redressal' ,pnohdfcbank@hdfcbank.com

Date: 06/17/2012 11:51 AM

Subject: RE: 'HBL=015-694-085' Grievance Redressal Form - PNO-0612-413-MP

Dear Sir

You are still in denial that the incident was not a fraudulent transaction and apparently you

have decided to embark on the easier path of pinning the blame on me and moving on.

Obviously, your stand has been the same from day one and I feel let down by your bank.

While the police investigation till date has not revealed any clue to suggest a fraud to havebeen committed, I have no choice but to wait for the outcome of their investigation. My

husband (Shanker Ramaswamy SB A/c No 1841050008583) is a classic customer with your

bank and has been banking with you since the year 2000 and I would expect you to reverse

the fraudulent transaction. I do not intend to let the matter rest at this stage since it is my

hard earned money that has been lost and the faith I bestowed in your banking system

compromised by a fraudster. Obviously, you have not protected the interest of your

customer and my faith in your bank is shaken.

Regards

Bhanumathi

From: Grievance Redressal [mailto:Grievance.Redressal@hdfcbank.com]Sent: Saturday, June 16, 2012 12:11 PMTo:bhanumathi_r@dataone.inSubject: RE:'HBL=015-694-085' Grievance Redressal Form

Dear Ms. Bhanumathi :

Thank you for your patience and co-operation.

We value your relationship and thank you for banking with us.

We are in receipt of your complaint with regards to the transactions made throughyour Debit Card number # *****7156 linked to your account number ***5358. Wetake this opportunity to share with you the details of this case.

We would like to inform you that the debit entries in your savings account(s), whichshows withdrawals, have been made using the Debit Card and PIN at the ATM. The

7/29/2019 griviance

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said PIN is privy only to the customer and except the customer nobody else canaccess the Debit Card and draw funds without the knowledge of the customer.Further the said PIN needs to be kept discreetly by customer without the same beingshared with any person or persons as it may result in the Debit Card being misused.The misuse of the Debit Card in ATMs cannot happen without a possible compromise

of PIN number.

Based on above information provided, the liability for the said transactions lies withthe customer. However, we offer our support to provide all required details thatcould be useful for any investigation/ natural progression of the case.

We have addressed your grievance in a fair and equitable manner as per the policiesand guidelines laid down by the bank.

Looking forward to your continued patronage & support.

With regards to SMS alert we would like to inform you that we have checked withthe concern department and found that the same was delivered successfully to yourmobile number ending with **5832.

In line with our focus and commitment to Customer Service, we trust that thisGrievance Redressal Cell has addressed your grievance in a fair and equitablemanner and the issue has been resolved to your satisfaction. If you are not satisfiedwith the resolution, you may write to our Principal Nodal Officer Mr. RatanKumarKesh at HDFC Bank Ltd., Trade World, C Wing, 11th Floor, Kamala MillsCompound, Senapati Bapat Marg, Lower Parel, Mumbai-400013 or E-mail atpnohdfcbank@hdfcbank.com or Fax at 022-42197125. Alternately you can call atTel: 022-30961541.

Warm Regards,Devendra MalhotraOfficer-Grievance Redressal CellHDFC Bank Ltd.