Fraudulent transactions on Axis Bank Travel Card

I am Kotla Anantha Padmanabha Reddy employee of TechMahindra, Survey No. 62/1 A, Autubullapur Mandal, Bahadurpally, Hyderabad, Telangana 500043, India. And I have been sent to United kingdom on deputation to work with McLaren Technology Centre Woking, Surrey GU21 4YH. I had been issued Travel card from Axis Bank Hyderabad loaded with 3,000 pounda. And my Card details are , Travel Card number:4xxxxxxxxxxxxxx9 with account number : 9xxxxxxxxxxxxx3.

My Axix Bank business travel card got stuck in one of the Lloyd’s Bank ATM on 30th January 2015 at around 6:45 P.M (32 Commercial Ways, Woking, Surrey, Gu216ER). I called the Lloyd’s bank immediately and they suggested I come in the morning to the branch to enquire. However as I went back to my apartment to call the customer of the Axis Bank I received couple of text messages showing that total balance of my account around £400 has been withdrawn from an ATM apparently HSBC’s with in 15 minutes. Three transactions had taken place at the same time at 19:11 P.M. (£10, £200 and £90). I called the Axis bank’s customer care personnel suggested not to block the card right away as there was not any balance left and also anticipating that I would get my card back next morning from the ATM machine anyway.

Upon arrriving the Llyod’s Bank next morning I have been told that Lloyd’s bank doesn’t return any stuck card (other tha Lloyd’s bank card) to the customer rather they destroy it. I immediately called Axis bank customer care and blocked my card with the new complaint refno.1502-002822. In my worst apprehension, I could not make out how money could be drawn out of my account supposedly using the card that got stuck in the ATM. I was under the impression that it was a security measure by Axis bank to secure my fund as my card got stuck in the ATM.

As suggested by Axis bank I register complaint at local police station/action fraud department and the reference number fo the complaint is – NFRC150200954598. For verification you could as well call action fraud department (number:03001232040).
I had informed the entire sequence of incident to the Axis Bank on 31st Jan 2015 through E mail and they revert back to my registered E mail on 2nd Feb 2015 with the attached dispute form and asked me to send the filled scanned copy of the same. I had replied back to the Axis bank on the same day with the duly filled dispute form scanned copy attached.

Later Axis bank has replied to my mail o 6th Feb 2015 after reminding on 4th Feb 2015 stating that ‘ your request is under process and our concern team is working on that’. There after I had not received any response from the bank so, I sent a reminder mail on 20th Feb 2015 again. This time Axis bank replied to my mail stating that ‘ there are pin based transactions and the pin is available only with the customer. We don’t have charge back rights’.

I replied to the Axis bank that there is no possible way any pin based transaction could have taken place for the disputed amount. Once my card was stuck in the Lloyd’s bank ATM I never entered the pin code as the machine stopped working. Tather I called the Lloyd’s customer care right away and then the Axis bank customer care for possible solutions.

From the above response mail by me they revert back to me on 24th Feb 2015 and asked me to submit the below documents for retrieval of my disputed money back or to claim the insurance.
1.Claim form
2,Letter from the customer addressing to Manager Axis Bank stating whole incident
3.Letter from the Corporate in support of the claim fo the card holder
4.Passport copy
5. Visa copy
6.Copy of tickets
7. Boarding Pass
8. Immigration stamping upon arrival in the destination country
9.Copy of FIR
10.Statement of Travel card account highlighting the fraudulent transactions
11. Scanned copy of Original card cut into two pieces.

I had sent all the soft copies of the above mentioned documents except the last one ( as I don’t have card with me) on 27th Feb 2015. Again they replied with “these are pin based transactions and the pin is available only with you. We do not have charge back rights” on Mar 2015.
Again I had replied to their mail with clearly explaining the sequence of incident once again on 11th March 2015. Later on they have not replied to my mail even after reminded on 13th and 16th March 2015. They had replied to my reminder mail on 16th Mar 2015 stating that ” We regret to inform you that ATM transactions are Pin based, hence we no longer have the dispute rights on the same”. Even I replied to bank E mail with explaining the entire sequence once again on the same day. And they are keeping on replying that it is Pin based transactions without any investigation.

I was wondered how such a reputed bank not considering the customer queries , not investigating and not responding properly. And they are not understanding how the three transactions will takes place at the same time without PIN.

I have been chasing them continuously on 30th Mar and 2nd, 4th, 8th, 10th, 13th, 14th and 15th April 2015, but they have not responding to any mail till now.

Under these circumstances I would kindly request you to look in to matter and do the needful to get my money back or avail the insurance.

Email: / 15/04/2015 / 7:16 pm

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