Location/place: MIRA ROAD, MUMBAI
Name of company/service: ICICI BANK
One of my family member has lost 40,000 from his ICICI Bank account.
He had gone to an ATM in Mira Road, located at Shanti Shopping Center, Next to Mira Road Station for a mini statement on 1st August 2013. At the ATM there was a person who had opened up another ATM and was servicing it. He had a key with which he had access to the ATM.
During my family member transaction, the so called mechanic, diverted his attention several times. When my family member walked out of the ATM, he took away his card. But it seems that the mechanic was somehow able to see the members PIN being entered and immediately after the member left the ATM, he withdrew 40,000 at 4:46 p.m. while the member had taken his statement at 4:45 p.m.
When two days later my family member actually withdrew some money from another ATM he realized that his balance was considerably less.
On checking with phone banking people, he was told that he has withdrawn 40,000 on 1st August 2013. That is the time he realized that a fraud had been committed.
He was kept on hold by the phone banking officer for more than 45 minutes and initially even refused a complaint number. Only when we intervened and insisted that he be given a Service Request number was he provided with a SR number. Initially the number provided was SR 278290010 which was later changed after a call back to SR 278290089.
When asked for the video coverage of the ATM, the bank told us that the same can be made available only to the police and the member was asked to approach the police station.
There was no security guard at the ATM. This has become standard practice at all ICICI Bank ATM’s as they have given up on customer security in an effort to save money spent on security guard at the ATM’s.
There have been many incidents where customers have been looted after they have withdrawn money from ICICI ATM’s in Mira Road.
What is shocking is that the bank, the member is customer of, is refusing to provide any help in the form of video footage of the incident and making the customer run around in circles.
Or is this ICICI Bank’s Standard Operating Procedure, to harass the customer, to provide no security at its ATM’s and not to provide even evidence of the incident.
Or is it because the security camera’s at ATM’s are dysfunctional?
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