ICICI bank security system fail
Kesava kumar
(Querist) 22 April 2017
This query is : Resolved
On behalf of my friend..
Security problem with Icici bank faced by My FRIEND.
Hi Friends
I have raised below complaint to ICICI Bank.
On 21 March,2017:
Dear Sir/Madam,
Sub: Request to enquire � unlawful withdrawal of 49,996/-amount from My account � ICICI Bank � Visakhapatnam � Reg.,
I am Kota BhanuMurthy, my salary being credited to my account no. � 036501523627 ever month at ICICI Bank, my home brach ICICI Visakhapatnam. I open my account Nov 2012, Till date
As per policy of my company I opened account with ICICI Bank, having facilities of Internet Banking. Normally each and every transaction will be informed to me to my mobile bearing No. 9293183057 by way of SMS. The Bank will provide password for internet Banking. Normally if anyone wants to operate Internet Banking, firstly we have to give a Customer ID & Customer ID password for open the account, after that for doing any transaction we have to enter transaction password and we have to furnish the number of details as they required we have to feed all the data as called for(Grid Numbers). So far I have followed all the secure way to make transactions for My Account.
Steps I have followed
1) I have not registered any emailed to My Account.
2) The mobile which I have used for this account was a CDMA basic mobile from which no one can capture any data.
3) Important point My Grid Numbers are not visible on the card for the past several months. Due to security reason, I have maintained the same.
As per my account an amount of Rs. 51,313/- was lying in my account as on 20.03.2017. While so, on 21.03.2017 I received a four SMS from ICICI Bank which I have seen them in early morning at 06:15 AM By seeing them in My mobile, I was almost fainted and did not understand what was happening with My Account. Immediately tried to login, but My credentials are not working.
Contents of four SMS in brief(on 21.03.2017)
1)3D Secure online txn PIN Generated on My Account at 03:01:18 AM
2) DEBIT Card purchase of INR 19,998/- was made on PAYTM at 03:01:29 AM
3) DEBIT Card purchase of INR 10,000/- was made on AIRTELMONEY at 03:23:09 AM
4) DEBIT Card purchase of INR 19,998/- was made on PAYTM at 03:43:20 AM
I have not shared my Pin, other details with anybody even to my blood relations
I have called several Toll-Free, Other emergency numbers and after multiple selections in the options finally got a chance to talk executive and blocked My Card and got confirmation of card blocking SMS at 08:09:33 AM. And finally left with the balance of INR 1,317/- in account.
Even after blocking the card, One more attempt was made towards fraud transfer which was notified by an SMS the content of the message in brief
� Dear Customer transaction of INR 10,000 using Debit card for Account xx3627 was declined on 21-Mar-17 due to insufficient funds in your account� at 09:48:09 AM
This message made me know the security of ICICI Bank, if I have another 10,000/- in my account then it would have been withdrawn easily by the culprit.
Later On I have rushed to ICICI Bank and Police Station and provided required documents which are needed by them. And Raised the complaint in ICIC Bank, Pheonix, cyber gateway, hyderabad with SR463246743 and complaint filed in cyber police station, Gachibowli, Hyderabad with CNO-665/CCPS/CYB/17
Every day I used to receive several calls for credit card, insurance, home loan, and personal loan from executives of ICICI.
After this incident till date(27.03.2017) I did not receive any call from ICICI about the progress of the incident occurred. Even we did not find any particular POC for the incident to get the update.
This made me know like Bank need only My money in all the ways. Not even simple common ethics of banking were being followed. If they need business they will come to My door and work it out. But when I was in real trouble, I should reach and submit all the needed documents.
I don�t understand what kind of humanity is being followed.
I have lost My HARD EARNED money due to which my life was miserable. But there is no solution given in any manner.
After this incident I have registered My account with a emailId kota.bhanumurty@gmail.com to communicate with Officials of ICICI.
Therefore I request your good offices, kindly enquire into the matter and punish the persons who illegally withdraw the amounts from my account and kindly see that my hard earning amount was reimbursed to me.
Yours sincerely
K BhanuMurthy
cell: 9293183057,9912792148
On 27 March,2017:
Hi Team,
It was a week since I have raised the request, And got a sms to my Mobile like "the transactions are made using 3D pin" from ICICI.
Which was a very silly answer, Since I have mentioned it early like below
1)3D Secure online txn PIN Generated on My Account at 03:01:18 AM
2) DEBIT Card purchase of INR 19,998/- was made on PAYTM at 03:01:29 AM
3) DEBIT Card purchase of INR 10,000/- was made on AIRTELMONEY at 03:23:09 AM
4) DEBIT Card purchase of INR 19,998/- was made on PAYTM at 03:43:20 AM
Now I was asking you how can the culprit generate a 3D Pin.
I don't understand what ICICI Staff where doing for solving this for the past 7 days.
Please consider the below simple points to solve the issue
1)Find the IP Address,Location from which the transactions are made.
2)Since the amount made for fraud transactions against wallet recharges there would be some Cell number definitely involved trace it.
3)Even after blocking the card, One more attempt was made towards fraud transfer which was notified by an SMS the content of the message in brief
� Dear Customer transaction of INR 10,000 using Debit card for Account xx3627 was declined on 21-Mar-17 due to insufficient funds in your account� at 09:48:09 AM
This message made me know the security of ICICI Bank, if I have another 10,000/- in my account then it would have been withdrawn easily by the culprit.
Being a Biggest Bank in India. I don't understand what where the steps that you are following for this simple issue which could be solved by checking your server transaction details.
I was a customer to ICICI from 2012,felt like you would value the customer,This is the way you are showing the responsibility towards a poor customer who lost the money.
Therefore I request your good offices, kindly enquire into the matter and punish the persons who illegally withdraw the amounts from my account and kindly see that my hard earning amount was reimbursed to me.
Please understand My Pain In loosing money.
for more details follow SR Number: SR463876914
I have sent above two Mails to ICICI Officials like below,but till date no reply
care@icicibank.com,
antiphishing@icicibank.com,
chanda.kochhar@icicibank.com,
managingdirector@icicibank.com,
headbranchbanking@icicibank.com,
headservicequality@icici.com
For more details I have Transaction details, ICICI Bank Complaint, Police complaint acknowledgement documents
On 30 March,2017:
Hi Team,
I have not shared My 3D Pin/any sensitive data related to Account for any human/Living thing/non Living thing till date, which I have been mentioning several times.
I don't Understand which Language to be used ,for you to make it Understood.
@Team this is not good on your part,Since you need to reimbursement My money.Just diverting,Misleading the issue and finally blaming the Identity of Customer.This is not a matter of tens or Hundreds I was loosing thousands due to the loop holes in Bank Securities system.
Still My points are not addressed.
Please consider the below simple points to solve the issue
1)Find the IP Address,Location from which the transactions are made.
2)Since the amount made for fraud transactions against wallet recharges there would be some Cell number definitely involved trace it.
3)Even after blocking the card, One more attempt was made towards fraud transfer which was notified by an SMS the content of the message in brief
� Dear Customer transaction of INR 10,000 using Debit card for Account xx3627 was declined on 21-Mar-17 due to insufficient funds in your account� at 09:48:09 AM
This message made me know the security of ICICI Bank, if I have another 10,000/- in my account then it would have been withdrawn easily by the culprit.
Being a Biggest Bank in India. I don't understand what where the steps that you are following for this simple issue which could be solved by checking your server transaction details.
I was a customer to ICICI from 2012,felt like you would value the customer,This is the way you are showing the responsibility towards a poor customer who lost the money.
Therefore I request your good offices, kindly enquire into the matter and punish the persons who illegally withdraw the amounts from my account and kindly see that my hard earning amount was reimbursed to me.
On 30 March,2017:
Dear Mr. Kota,
We refer to your e-mail dated March 23, 2017 regarding your Savings Bank Account 0365XXXX3627.
We have referred the case details to our Internal Ombudsman of the Bank (Appointed on the directive of Reserve Bank of India to look in to the complaints), who has examined the case and expressed that the reply being given by the Bank's internal grievance mechanism is in order.
We wish to inform you that on looking into your concern, we find as under:
You had complained that you have not authorized the transactions done in your bank account on March 21, 2017 total amounting to Rs. 49,996.00.
As per our discussion today, on the basis of your complaint, an investigation was conducted.
As per our findings, the transactions were made using 3D secure password. The transactions have undergone a 3D Secure authentication, which is a second level authentication specifically meant for online transactions done through merchant web sites. Please note that apart from the Card Verification Value (CVV) and Expiry Date on your Debit Card, your personal 6 digit 3D secure PIN was also required for effecting the transaction.
The debit card was registered for 3D secure authentication on March 21, 2017 at 3:01:17 AM. and the Internet Protocol (IP) address used for the mentioned disputed transactions is 172.16.64.128
As per our discussion today, based on your request your Debit Card 45727 XXXX XXXX 1206 has been deactivated permanently.
Hence, we will not be able to accede to your claims for refund of the disputed transactions. The 3D secure password is known only to the customer and not to anybody else.
We also wish to clarify that once the online transactions are initiated they cannot be stopped.
As per association guidelines, chargeback cannot be raised on 3D secured transactions. Hence, we request you to take up the issue with respective merchant for the retrieval of beneficiary's account details.
We would like to state that, no fraudulent online transaction is possible from the Bank�s Internet banking unless customer compromises on his personal identification parameters inadvertently or otherwise. We reiterate that the Card holder is responsible for the security of his/her Card along with his/her personal 3D Secure PIN and should therefore take all possible steps in ensuring the safe-keeping thereof.
You may get the matter inquired through the concerned statutory/regulatory authorities. We on our part assure our co-operation in the said proceedings.
In case you are not satisfied with our response and wish to further pursue the matter, you may write to the Office of the Banking Ombudsman, Reserve Bank of India of your region located at Hyderabad (contact details given below) for redressal of your grievances whose services are offered "free of cost". The scheme of Banking Ombudsman promoted by Reserve Bank of India is prominently displayed at all branches of ICICI Bank and their website.
Dr. N. Krishna Mohan
C/o Reserve Bank of India
6-1-56, Secretariat Road
Saifabad,
Hyderabad-500 004
Kindly treat this as final decision of Office of the Internal Ombudsman. A Copy of this response is being shared with Bank's internal grievance mechanism.
We affirm that ICICI Bank at all times acts with diligence, in good faith and in no manner prejudicial to the interests of its customers.
Sincerely,
Pratibha Ranpise
Senior Management Desk
Sudhir Kumar, Advocate 
(Expert) 22 April 2017
Do you really think that a person intending to give free advise will read that much.
Guest
(Expert) 22 April 2017
First submit a Letter to Close that account.Submit the Closing of account letter and take an acknowledgement of Bank Seal from the concerned Branch and Surrender the balance cheque leaves by writing big letters of "Cancelled" in all the Leaves.After doing this Consult A Local Good Senior Advocate and Serve Legal Notice to that Particular Branch Manager Claiming Compensation Also.Handle it Carefully ,Efficiently and Excellently.Intimate this to your Office also.
R.K Nanda
(Expert) 22 April 2017
very very very long story.
P. Venu
(Expert) 22 April 2017
Please state simple facts and concise query.
NANDKUMAR B SAWANT
(Expert) 22 April 2017
Kindly note that.1.you have actualy lost said amount which was widrawn without concent.2 The said bank canot deny the responcibility.3 You may directly file a writ petition to high court of your area and make said bank h.o and branch where you have account and state as respondents. 4 mention details with copies of relevent documents of your bank acct and also enclise copies of complaints and reply recd and pray for relief and compensatiin and cost you will succeed.
Kumar Doab
(Expert) 23 April 2017
The IP address as desired by you has been supplied to you.
M/s ICICI Bank has so far declined to all of your points by declaring the report of its Internal Ombusdsman.
Seek expert guidance of a very able counsel specializing in such/banking/consumer matters.
Some of the NGO’s that guide on such/cyber crime matters are:
NAAVI
http://www.naavi.org
Rajendra K Goyal
(Expert) 25 April 2017
May proceed as guided by expert Kumar Doab.
Kumar Doab
(Expert) 25 April 2017
Thanks for agreeing Mr. Rajendra K Goyal
T. Kalaiselvan, Advocate
(Expert) 26 April 2017
You may aproach the banking ombudsman with all details, the internal ombudsman has not given any relief.
Kumar Doab
(Expert) 26 April 2017
If you can convince the BO, DCDRF and any other authority by your own skills, go ahead.
Or entrust the matter to a very able counsel specializing in such matters.
