- Financial loss due sbi data breach ^Open

Ashish mishra filed this complaint against State Bank of India on Dec 20, 2023

Resolution Demanded:
Apology
Refund
Replaced
Damages

Please note Fraud of **K Rs has happened in my account which is due to SBI Data Breach, Process GAP/ information exchange BAD Customer service, and maybe SBI employee involvement.
Let me explain to you a series of activities that happened:
Dec *th, ****: I needed a home Loan IT certificate copy, and for that, I dropped an email to the Yellareddy branch ( branch code: ****) later repetitive reminders were sent, but NO RESPONSE came even after * week(sent on Feb * as well)
Dec **th: I was forced to send a UNHAPPY message to SBI given number # ********** (https://sbi.co.in/webfiles/uploads/files/*************_SMS_UNHAPPY.pdf) & (https://sbi.co.in/web/customer-care/addresses-and-helpline-nos-of-grievances-redressal-cell)
Dec **th: I got a call from SBI customer Care (***-********) (***-********), (**:** am) I explained the issue, but
they told me there is a system glitch in logging the ticket and they would call after ** minutes so that the ticket could be logged later after a few minutes they called me again, and I explained to them Again including the issue of the updated certificate, delay response from Branch, actual payment showing one month only that also APRIL and they logged the ticket,(Customer Care Case: ********* has been recorded for GENERAL BANKING - BRANCH RELATED - NO RESPONSE TO QUERIES ) -- I received the mailalso in my registered mail ID as well.
DEC **th: *:** PM: After That,
I got a call from the SBI Mumbai office whose name was Karan Sharma (Not sure how he got my registered phone number, I have NO Idea who shared this) and also, he was aware of what is my case details .. (delayed IT provisional certificate and ITprovisional certificate issue in SBI online banking where only actual payment ONLY is shown whatever I informed to SBI customer care person who called).
later he told me that he would help to resolve the IT issue of certificate generation and asked me to log a complaint in crcf sbi
( https://crcf.sbi.co.in/ccf/) but due to my internet down I could not do. Also , my online banking password not working so When i told, he told visit any branch they will give you in *-** min when I told as per SBI, I needed to fill out the downloaded form for forgotten passwords and submit it the branch, he said not needed as branch need reference number and u can share with them & they will give. The same happened when I visited the home branch(NOT sure how he is aware of this and can talk ***% confident about the SBI process and so clear on the process if profile password or Debit card details are not available), He was speaking proper English like a bank official and giving details related to the account like my a/c # last * digit this gave me that he is genuine bank official. (i do not call records as i did not record it considering as normal bank call)
DEC **th : * PM: He called again to check if I had raised the complaint then Assisted me in going through options and finally logging the complaint in crcf SBI site, in this he asked me to get the Yono application and raise the service request to get a number. When i asked Why, he told service request I could raise via the Yono app only, the service request was to just generate a reference where a service request was raised in the account section and the preference number was on the website.
even though I raised a request for a change of my EMI amount with an increase, he asked me to increase in % which was a similar question last time the branch manager asked (what % u want to increase), the Same question was asked here and he asked ***** should be in account to get this EMI request completed to make sure % change difference amount is there, later he asked me to click on Yono Cash and gave me one activation code: ****** to enter during the Yono Cash request process and requested for trn # to be put across in the crcf sbi site in the complain section. I did the same. later he guided me to check the amount in the account.
finally, a complaint was raised on the crcf sbi website and I received the email for the same.
(Case - *********)
Dec **th, *:** PM: I received an SMS of a **k withdrawal from sbi atm (Bardhwan as per my a/c stmt) . later my account was locked by sbi team when they came to know I did not withdraw.
I GOT a call from the SBI KOTI branch (***-**** ****) and when I told them about crcf sbi site (https://crcf.sbi.co.in/ccf/) )they told its fake but when I informed them as per SBI Twitter account @TheOfficialSBI this is valid as per the Sbi website also, they disconnected the call. Also later they marked the complaint as cyber fraud and closed the ticket even if My request for IT certificate update and EMI raise was valid.
A few Open Questions are:
*. How did Karan Sharma come to know My registered phone # and exact issue details?
*. A delay happened from the Yellareddy branch in giving a certificate which forced me to send an unhappy message and later calls happened. Was these call genuine? if not then how did I receive case details (Case # *********) in my registered email and phone?
*. On Dec **th called SBI customer care and their response to unable to log a ticket even if I updated my issue and later again calling to by another customer support executive to get details is it the correct process? If for a moment I believe the customer executive was a fraud then why sbi website say about the UNHAPPY message?
If it is not, Then who from the SBI team informed Karan or gave him details that he can narrate/tell without any pause and seems like he is aware of exact issues and resolutions? He claimed he was an SBI official from Mumbai..
*. The Koti branch says crcf SBI is fake so why SBI Twitter account @TheOfficialSBI and also SBI grievance website says to use the site to raise a complaint? why does the KOTI Branch say this website is FAKE?
*. If the YONO CASH request was generated, then WHY does SBI not have a PROCESS to send/validate the OTP or other validation related to the Account during the ATM CASH withdrawal as a part of the security check process when the amount is ***** (max limit per day in YONO Cash)? Why is security LAPSE there?
If SBI had this validation during ATM withdrawal then My money could be saved.. Phone opening by kids/children is common and they can go and create a Yono cash request if that app is opened then they can use the request details to withdraw cash. ATM withdrawal may stop this fraud by at least **% if SBI had an OTP facility over the phone/email during withdrawal and the team could get time to work but SBI failed to do so.
*. How Is Karan aware of the certificate issue details that it is showing only the Actual payment of April rather than the other month's payment when I go to the provision certificate link in my online banking? . WHO FROM the SBI has given such sensitive details?
*. if crcf sbi is a website as claimed by official SBI twitter accounts then how did they manage to hack it? --- this question is based on point # *. -- note this site has updated details of ticket number
I have attached all the proof for your refernece.
Note: All these i.e fraud would not have happened if the Yellareddy branch had responded early and not forced to send reminders and then send sms. if they had given a certificate in ** hrs this FRAUD would not have happened.
secondly, If the PRovisional certificate is updated with the latest payment made in the actual payment section in online banking then I would not have gone to send an email and these would not have happened.
I demand my loss NOW as this fraud happen due to SBI negligence, Data breach, BAD customer service, and Data exchange and lapse in the security process.

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