This is by far the worst banking experience with a so called "renowned bank" as ICICI.
ICICI Bank has stopped responding to my mails even after three follow ups.

On end of August, 2009, there was a fraud on my online ICICI bank salary account and my account was locked.
I requested for new password from ICICI and got the passwords by first week of October.
On verifying my accounts, I discovered that RS 1, 96, 000.00 was transferred out of my account.

I raised a compliant at ICICI bank providing them with the details of the fraud.
I provided the payee names, the other ICICI accounts to which amount was transferred, cell phone number to which my mobile alerts were routed.
They asked me to report the issue with Cyber crime cell.
After raising the complaint with cyber crime cell, I provided ICICI bank with the complaint number.

ICICI notified me that verification is in progress and they would be providing the update by 16th Nov 2009.
Until Nov 16, ICICI bank was responding back with a standard template response. You can see all these in the below mail chain.
On 16th Nov, I followed up again to find out that verification is still under progress.
I requested for an ETA and if anything would be needed from my end.(details in the mail trail)

Two months have passed since I notified the issue to ICICI bank. However, I am not clear what has been done and what is going to happen.

I am not sure what verification process is going on and how long will it take to complete?
Is there anything they require from my end? Would I be able to assist them in any way?
Is there any way to expedite the process?
Are they going to credit back the lost amount or at least do something about it.

There are even more questions in my list…but do i've an answer??? I've not got one responsible reply from them yet.

This money is hard earned from the work we do. And to loose this is very tough for me to realize. and on top of that - i see such an irresponsible act from my banker not responding and not keeping me updated about the proceedings of their so-called verification team in this issue.

Years of savings goes away just like that and we do not know if anything can be done about it.
Are the bank authorities so busy that they do not have time to look into this issue?

Till this point - its only one ended communication happening with ICICI bank. I don't know what is the next course of action from my end. Not hoping this to happen for anyone else…but I'm sure there is at least a small group of people who got affected in a similar fashion who can guide me making the next move…please advice.

I request each one of you who ever reads this blog to do me a simple and a very small favor. Can you publish this issue in all communication medium you can - may it be blogs / may it be a simple chat or mail with your kith and kins…i just wanted to keep reaching out to the whole world until i'm heard and given justice.

And I will pray to God not to give this kind of a pain to anyone else.


Thanks,
Malay

From: Malaymarut_Das
Sent: Wednesday, December 09, 2009 11:21 AM
To: Head Service Quality
Subject: RE: RE:'ICICICARE=036-013-675' SR121998273 :: possible fraud mails
Hi,
 
I have not received any response from you for my last two mails.
 
Please let me know if anything is pending from my end.
Is there anything that I could do to expedite the resolution of the issue.
 
Thanks,
Malay
________________________________________
From: Malaymarut_Das
Sent: Wednesday, December 02, 2009 3:18 AM
To: Head Service Quality
Subject: RE: RE:'ICICICARE=036-013-675' SR121998273 :: possible fraud mails
 
Hi,
 
Please suggest the ETA for completion of verification.
Let me know if anything is pending from my end.
 
Thanks,
Malay
 
________________________________
From: Malaymarut_Das
Sent: Wednesday, November 25, 2009 2:10 AM
To: Head Service Quality
Subject: RE: RE:'ICICICARE=036-013-675' SR121998273 :: possible fraud mails
 
Hi,
 
Thanks for looking into the issue and for your response updating me of the progress.
A complian is already lodged with Cyber Crime Cell.
 
Please let me know what is the ETA for the verification to be completed.
 
Is there something pending from my end?
 
Thanks,
Malay
 
 
________________________________
From: Head Service Quality [[email protected]]
Sent: Monday, November 16, 2009 8:19 PM
To: Malaymarut_Das
Subject: RE:'ICICICARE=036-013-675' SR121998273 :: possible fraud mails
 
Dear Customer,
 
We are writing to confirm the receipt of your mail and to assure you that we have taken note of the issue and the matter is being attended to.
 
The verification is under process. We request you to cooperate with us.
 
However, we request you to seek assistance from Cyber Crime cell or local police, giving them the complete details of the case and ICICI Bank extends its co-operation and assistance to the cyber-crime cell to aid in their investigations.
 
Thank you,
 
Sincerely,
 
B. Vijay Rose
Office of Head Service Quality
 
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank.
 
-----Original Message-----
From:   Malaymarut_Das 
Date:   Monday, November 16, 2009  09:09 AM
To:   Head Service Quality ([email protected]<mailto:[email protected]>)
Subject:  RE: RE: SR121998273 :: possible fraud mails
 
Hi,
 
Please let me know if there are any updates on the issue.
Let me know if anything would be required from my end.
 
Thanks,
Malay
 
________________________________
From: Head Service Quality [[email protected]]<mailto:[[email protected]]>
Sent: Monday, November 02, 2009 4:16 PM
To: Malaymarut_Das
Subject: RE:'ICICICARE=036-013-675' SR121998273 :: possible fraud mails
 
Dear Customer,
 
We are writing to confirm the receipt of your mail and to assure you that we have taken note of the issue and the matter is being attended to.
 
The verification is under process.
 
We request you to cooperate with us.
 
Thank you,
 
Sincerely,
 
B. Vijay Rose
Office of Head Service Quality
 
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank.
 
-----Original Message-----
From:   Malaymarut_Das 
Date:   Monday, November 02, 2009  04:26 AM
To:   Head Service Quality ([email protected]<mailto:[email protected]>)
Subject:  RE: RE: SR121998273 :: possible fraud mails
 
Hi,
 
Please let me know if there are any updates on the issue.
Let me know if anything would be needed from my end.
 
Thanks,
Malay

 
________________________________
From: Head Service Quality [mailto:[email protected]]<mailto:[mailto:[email protected]]>
Sent: Thursday, October 22, 2009 3:17 AM
To: Malaymarut_Das
Subject: RE:'ICICICARE=036-013-675' SR121998273 :: possible fraud mails
 
Dear Customer,
We regret that we are unable to confirm you the details of our verification team.
 
However, we have noted your contact details and forwarded to the verification team.
 
We request you to write us after November16, 2009.
 
Thank you,
 
Sincerely,
 
B. Vijay Rose
Office of Head Service Quality
 
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank.
 
 
 
-----Original Message-----
From:   Malaymarut_Das 
Date:   Thursday, October 22, 2009  07:54 AM
To:   Head Service Quality ([email protected]<mailto:[email protected]>)
Subject:  RE: RE: SR121998273 :: possible fraud mails
 
Thanks Vijay for your response.
I appreciate the issue is being attended to.
 
I would like to know who is the field verification team.
As my account is at Bhubaneswar, is someone at Bhubaneswar looking into the issue?
When they are expected to respond? (I would expect an ETA)
 
Is there an insurance on my account and what all steps are going to be taken before the amount is credited back.
Please enlighten me on the procedures.
 
Please call me on my mobile or my family if any futher information would be required from our end.
 
Thanks,
Malay

 
________________________________
From: Head Service Quality [[email protected]]<mailto:%[email protected]%5d>
Sent: Wednesday, October 21, 2009 11:35 PM
To: Malaymarut_Das
Subject: RE:'ICICICARE=036-013-675' SR121998273 :: possible fraud mails
 
Dear Customer,
 
The verification is under process and you will be updated with the status by the field verification team.
 
We understand that you have lodged an FIR with the Cyber Crime cell, giving them the complete details of the case. ICICI Bank extends its co-operation and assistance to the cyber-crime cell to aid in their investigations.
 
Thank you,
 
Sincerely,
 
B. Vijay Rose
Office of Head Service Quality
 
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank.
 
 
 
 
-----Original Message-----
From:   Malaymarut_Das
Date:   Tuesday, October 20, 2009  10:28 PM
To:   Head Service Quality ([email protected]<mailto:[email protected]>); [email protected]<mailto:[email protected]> ([email protected]<mailto:[email protected]>)
Cc:   [email protected]<mailto:[email protected]> ([email protected]<mailto:[email protected]>); manas das ([email protected]<mailto:[email protected]>)
Subject:  RE: RE: SR121998273 :: possible fraud mails
 
Hi,
Thanks for the response.
We have lodged a complaint with Cyber Crime Branch, Cuttack.
 
As per crime branch authorities, cuttack, orissa, primilinary enquiry is required to establish the case.
However, they have recieved the complaint and allotted complaint number 63.
 
One xerox copy of the complaint is submitted to ICICI bank main branch head, BBSR.
The scanned copy of the letter is attached with this mail.
 
Please keep me posted on the actions taken at your end.
Let me know if anything would be required from my end.
 
 
 
Thanks,
 
Malay