Sbi Cards & Payments Service Private Limited - Deficiency in Service Unresolved RsFraud and Harassment

Incident Overview:
I am a victim of a sophisticated "Man-in-the-Middle" cyber-fraud. On Nov **, ****, I attempted a Rs. *** purchase for milk. However, the session was hijacked, and two unauthorized transactions totaling Rs. **,*** were processed at "Decathlon" without my consent or a valid merchant match.

Evidence of Systemic Failure:
The bank’s own logs confirm a gross security deficiency. Two transactions occurred just ** seconds apart at Decathlon Devanahalli (KA) and Decathlon Noida (UP). It is physically impossible for a cardholder in Hyderabad to transact in two different states *,***km apart within seconds. The bank’s Fraud Risk Management (FRM) system failed to flag or block this "Impossible Travel" velocity attack.

Regulatory Non-Compliance:
I reported the fraud within ** hours, fulfilling the criteria for "Zero Liability" under RBI Master Directions. Despite this, SBI Card has refused reversal, citing mere "OTP delivery" as proof of my negligence. As per recent RBI guidelines (****-**), the burden of proof for negligence lies with the bank, and they have failed to explain how an OTP meant for a milk vendor was diverted to a sports retailer.

Harassment and Damages:
While the matter is under official dispute, the bank has engaged in unfair trade practices by sending recovery agents to harass me via WhatsApp and spam calls. This has caused severe mental agony and potential damage to my credit score.

Resolution Required:
I seek a full reversal of the fraudulent amount (Rs. **,***), waiver of all accrued interest/penalties (currently Rs. **,***+), protection to my CIBIL, and a cease-and-desist order against recovery agents.