| Name of Complainant | |
| Date of Complaint | August 16, 2023 |
| Name(s) of companies complained against | Evershine Nagar, Malad Branch, State Bank of India |
| Category of complaint | Banking |
| Permanent link of complaint | Right click to copy link |
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To Whom It May Concern,
I am writing to address the matter of the cyber fraud incident that transpired in connection with my account numbered 10093493616 on the evening of November 6, 2022, involving an unauthorized transaction amounting to INR 65,000. Subsequent to this event, I promptly notified the SBI helpline and lodged a formal complaint with law enforcement authorities, thereby taking immediate steps to reverse the fraudulent transaction, despite the occurrence transpiring on a Sunday night. Enclosed herewith, please find the pertinent documentation corroborating the aforementioned.
During a visit to my designated home branch to apprise them of this incident and seek their assistance in the resolution process, I encountered the Deputy Manager, who, rather than attending to my grievance, attempted to promote gold loan products for my financial requirements. I have consistently pursued communication with the branch, regrettably discovering their propensity to proffer ancillary services, instead of displaying an empathetic inclination to address and rectify my predicament. Concurrently, I initiated an FIR (copy annexed hereto along with the online grievance report) and have diligently maintained contact with law enforcement authorities to expedite the investigation into the fraudulent transaction, with the ultimate objective of identifying and apprehending the perpetrators. Notably, the police officials from the Bangur Nagar Police Station apprised me of their successful tracing of the criminal activity’s IP location to West Bengal, as well as the HDFC account through which a transaction of INR 25,000 was executed, that too 15 days later in person despite repetitive follow-ups from the Bank and the Police. This information instils optimism that the transaction in question can be duly reverted.
However, it is with a profound sense of disappointment that I received correspondence from the bank last week, bearing the news of the case’s closure. Notably, no direct communication was extended to me regarding this decision. I am hereby seeking clarification regarding the details of the investigation that was conducted. It is imperative to underscore that I have dutifully informed both the bank and law enforcement authorities of the incident, furnishing them with comprehensive support to facilitate the identification and apprehension of the perpetrators. Regrettably, neither the police nor the bank have availed themselves of the information I have provided to effectuate the pursuit of the malefactors. This has resulted in my being unjustly penalized as a customer, denied the restitution of my funds. It is noteworthy that I acted in strict accordance with the directives outlined by the bank and law enforcement agencies, as prescribed by the guidelines established by the Reserve Bank of India (RBI), informing them of the occurrence within the initial 24-hour window and cooperating fully to provide pertinent details to aid in the identification and capture of the criminals.
Despite my repeated follow-ups, I have not received any communication from the RBI Banking Ombudsman team.
As a conscientious steward of my banking account, I am confronted with the escalating issues stemming from the transfer of my SBI account to the Noida branch, followed by a protracted three-year interval before its retransfer to Mumbai. Furthermore, the involvement of multiple websites has precipitated a state of confusion for users. Consequently, I humbly beseech your intervention in addressing this matter and securing the reimbursement of the unlawfully deducted funds.
Yours faithfully,
Nilofur Iqbal Khandwawala.
