SBI Card Fraudulent transaction Chargeback request was rejected

[gischethans]

My friend is currently battling with SBI Card for fraudulent transactions on his IRCTC SBI Platinum Credit Card. He got charged multiple times with amount totaling to ₹19000 in February with remarks Google Play Mumbai IN sharp at 00:00 hrs indicating some subscription kind of a purchase. However, he is not someone who takes subscriptions and uses the card only for booking train tickets. He did not notice the transactions in his February statement but caught it only in March as the amount was nearly ₹10,000 in one transaction this time. What is puzzling is, no OTPs and transaction alerts were received for any of the transactions.

He was asked to raise a cybercrime complaint and chargeback request by customer care and they closed it soon after. Even on escalating it to nodal officer, the response is this -



While I have suggested it to escalate it to the next level and later knock RBI's doors, could you help us with any additional inputs?

 

[PavvanPavvan is verified member.]

How come no alerts and even email ?

 

[D₹V]

International transaction don't require OTPs.

 

[paxauquabriba-4876]

International transaction don't require OTPs.

in that case OP can file Chargeback as no OTP & SBI's failure ?

 

[xfactcc]

[VERY IMPORTANT] As per RBI guidelines: ttps://www.rbi.org.in/commonman/English/Scripts/Notification.aspx?Id=2336

See attachment for PDF. Save it.

It seems a zero liability case for customer since it was certainly not due to customer's fault.

Please refer to the RBI rules mentioned above so everyone is aware of what to do in cases of fraudulent bank transactions.

 

[ray8285]

International transaction don't require OTPs.

Correct, but even then OP’s friend should have received the notification of the transactions via SMS / EMAIL & should have escalated this straight away ?

 

[ray8285]

My friend is currently battling with SBI Card for fraudulent transactions on his IRCTC SBI Platinum Credit Card. He got charged multiple times with amount totaling to ₹19000 in February with remarks Google Play Mumbai IN sharp at 00:00 hrs indicating some subscription kind of a purchase. However, he is not someone who takes subscriptions and uses the card only for booking train tickets. He did not notice the transactions in his February statement but caught it only in March as the amount was nearly ₹10,000 in one transaction this time. What is puzzling is, no OTPs and transaction alerts were received for any of the transactions.

He was asked to raise a cybercrime complaint and chargeback request by customer care and they closed it soon after. Even on escalating it to nodal officer, the response is this -

View attachment 47616

While I have suggested it to escalate it to the next level and later knock RBI's doors, could you help us with any additional inputs?

In merchant account terms OTP verified transactions are called 3D transactions(similar to chip & pin) & NON OTP based are 2D ..

All card issuing banks have records if a transaction was processed via 3D gateway or 2D !

If indeed NO OTP were triggered / entered during the mentioned transactions & were processed as 2D then SBI is clearly lying & your friend can even claim compensation.

Keep escalating & keep iterating the fact that NO OTP was triggered or entered & even then if SBI fails to entertain the chargeback, after 30 days escalate with the ombudsman ..

The onus on the card issuer, SBI in this case to prove that the transactions were not fraudulent, else they need to credit the card account back !

 

[apindersingh]

Hi, any update in this case ?

 

[gischethans]

Hi, any update in this case ?

Unfortunately, none, so far. SBI Card says they have proof that OTPs and transaction alerts were sent without sharing anything. Once the preset time elapses, my friend will escalate this to the Ombudsman.

 

[Strange]

Unfortunately, none, so far. SBI Card says they have proof that OTPs and transaction alerts were sent without sharing anything. Once the preset time elapses, my friend will escalate this to the Ombudsman.

If you have received final reply from sbi card customer care then send a reminder email and escalate to RBI BO.

 

[Aniket]

Unfortunately, none, so far. SBI Card says they have proof that OTPs and transaction alerts were sent without sharing anything. Once the preset time elapses, my friend will escalate this to the Ombudsman.

Not required to wait for 30 days, you can raise your complaint as you have received unsatisfactory reply.

By the way, have you tried all level of Escalation Matrix?

 

[gischethans]

If you have received final reply from sbi card customer care then send a reminder email and escalate to RBI BO.

Not required to wait for 30 days, you can raise your complaint as you have received unsatisfactory reply.

By the way, have you tried all level of Escalation Matrix?

Thank you guys. Last I checked with my friend, SBI cards never said the response was final and asked for time. Therefore, he decided to wait for 30 days before reaching out to the Ombudsman.

 

[STONE_MAN]

Any update on this OP?

 

[gischethans]

Any update on this OP?

Nothing positive so far. He said this - "The discussion with SBI Credit card team is still going on. They are struggling to prove their case and every time they are sharing some proof, I am identifying the gaps. SMS logs are looking like cooked up"

As it is already 30 days, I have asked him to knock RBI's doors.

 

[krishc]

Nothing positive so far. He said this - "The discussion with SBI Credit card team is still going on. They are struggling to prove their case and every time they are sharing some proof, I am identifying the gaps. SMS logs are looking like cooked up"

As it is already 30 days, I have asked him to knock RBI's doors.

What happened with RBI BO ?

 

[gischethans]

What happened with RBI BO ?

Unfortunately, nothing. SBI Card kind of accepted the issue but there was no compensation since the issue was notified to them after 60 days or so when they expect it to be done in 30 days or lesser of statement generation. My friend being a busy guy did not follow up later.

 

[am11]

It should be noted for everyone's info that time limit for chargeback on Visa and MasterCard is 120 days from the date of the transaction.

 

[krishc]

Unfortunately, nothing. SBI Card kind of accepted the issue but there was no compensation since the issue was notified to them after 60 days or so when they expect it to be done in 30 days or lesser of statement generation. My friend being a busy guy did not follow up later.

did he at least get the 19k back ?

 

[gischethans]

did he at least get the 19k back ?

No, he did not.