Complaint Details

Status	:	Closed
Complaint No	:	0027624/2014
Category	:	Credit Card
Date	:	12-06-2014
Subject Line	:	Fraudulent Transaction on the lost card
Complainant	:	K Senthil Kumar
Address	:	#11, Niton Building, Palace Road, Bangalore
Complainee	:	Standard Chartered bank
Address	:

Complaint Details
I had lost my Standard Chartered credit card 4622735450044202 in Shanghai while I was on my business trip in Shanghai on April 25th 2014. There was a fraudulent transaction for Rs.161490.58 (equivalent of 15,800 Chinese RMB) by a unknown merchant “DONG MING YANG GONG”. I immediately unauthorized the transaction by sending "2" to +918800475522 as instructed by the bank and blocked the card. In spite of doing this, the bank didn’t stop the payment as requested by me within an hour of the incident and I learned that it took more than 48 hours for the bank to process this transaction. Bank was completely negligent in acting responsibly on this matter. I also complained this incident to the china police to record a FIR (attached with english translation). In China, most of the terminals accept the card with just the magnetic strip without the need to punch in the key. So the Chip card in real terms is not really validating the PIN in most places in Shanghai and I am very firm on this as I have been travelling outside India for several years. A mere swipe is what happens in most places and I have to sign the charge slip to authorize. I am 100% sure even in this incident the PIN has not been validated by me and even I don’t remember using this card with PIN validation before in any of my overseas trip. Almost all the time it is just a swipe and signature. The Charge slip attached clearly shows someone misused my card and the signature doesn’t match and nowhere close to my original signature(attached proofs like PAN, PRAN for reference). Moreover I was at the hotel when this transaction happened at 11:42PM. I used hotel staffs help to go to the police station to register the complaint at 00:42 hrs on 26th April. I have been asking bank to produce me the actual receipt to know what was purchased. If the investigation is done thoroughly, they should know actually what was purchased and who is the merchant. The details like Merchant no, terminal no is found in the transaction slip, acquiring and issuing bank should have requested for the documentary proof from the merchant on what purchase was made when there is a fraud involved. But bank failed to provide me this in spite of several request made to them and they always replied that its banks policy not to disclose any investigation details which is unacceptable. I feel it’s the customers right to know details of the purchase. I have been mentally affected over the last 45 days with sleepless nights and not able to concentrate on work as the amount involved is very significant for a normal middle class Indian like me. It is shocking to know a MNC bank like SC acted very irresponsibly on these matters and cannot digest how they close the matters without proper investigations. I want to bring this to your kind notice seeking justice and also make public aware of these kind of acts by the bank.

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