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Sourabh Kumar filed complaint against Kotak Mahindra Bank on Aug 3, 2019
fraudulent transaction happened on my account as follows:
*. debited Rs. ***** on **-**-**** and a/c linked to virtual address **********@upi is credited (UPI Re no ************)
*. debited Rs. ***** on **-**-**** and a/c linked to virtual address **********@upi is credited (UPI Re no ************)
*. debited Rs. ***** on **-**-**** and a/c linked to virtual address **********@upi is credited (UPI Re no ************)
I did inform the bank immediately and call customer service to block my card and the on next day I visited the Barakhamba Police Station to file a FIR and I submitted the FIR Copy to Kotak Mahindra Bank too.
As per RBI/****-**/** DBR.No.Leg.BC.**/**.**.***/****-**, Kotak Mahindra Bank did not inform & educate about:
(*) Limited Liability of Customer : Kotak Mahindra Bank did not inform & educate me about Limited Liability and neither educate about my Debit Card feature.
(*) Reversal Timeline for Zero Liability/ Limited Liability of customer
Having informed the bank, as per the RBI rules, the resolution has to be over within ** days. Banks have to credit or reverse the unauthorized electronic transaction to the customer's account within ** working days from the date of notification by the customer. : Kotak Mahindra Bank has not credit or shadow reversal to the unauthorized electronic transaction to my account within ** working days and did not inform me about it too.
(*) Burden of Proof : The burden of proving customer liability in case unauthorized electronic banking transactions shall lies on the bank. : Kotak Mahindra Bank has not provided any proof / evidence.
(*) My Debit Card (Business Power Platinum Debit Card) has a Lost Card Liability of Rs. *,**,***
They were not able to explain me the feature of Lost Card Liability and refuse to provide me the clear information of my Debit Card feature.
(*) Systems to be put in place by banks :I contacted contact customer care center of Kotak Mahindra Bank at **** *** **** multiple time during the month of January **** and ask for my Debit Card feature. They never inform me about any progress of investigation and never provided the proof.
LIST OF DOCUMENTS ENCLOSED * Attach Supporting Files:
(i) Complaint to bank branch in prescribed form
(ii) Response letter from bank branch
(iii) Copy of the FIR page showing debited amount
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