Customer Care: ICICI & VODAFONE vis-a-vis Mumbai Police

It was the evening of 7th April 2011 that I returned from 3 days trip to London. Returning from the dream city - I went off to the dream land quite early that night. Woke up around 0600 hrs next day and God knows why, but the first thing I did after getting away from the bed was switched on my computer and logged on to my bank account. Shocked to see a debit transaction of INR 49,000 - I immediately called ICICI customer service. The ICICI gentleman suggested me to seal my bank account and all other debit / credit cards immediately - which I did. Subsequently he suggested me to file a report with the local police station.

I prepared a report and started to take off to the local police station. Just then I realized my mobile is not working. Tried to change the SIM to other instrument but was unsuccessful. Decided to goto the nearby VODAFONE gallery to get this rectified. The executive after checking asked me to use the latest SIM which I was issued last evening. I was surprized was once again.
I was said that VODAFONE Vashi gallery had issued a duplicate SIM of my number last evening to someone who showed my original PAN card.
By this time it was quite clear to me that I am victimized. The fraudster got a duplicate SIM so that when he went ahead with the transaction - I do not get any SMS.
However, VODAFONE guys were kind enough to block the dublicate SIM and handed over another SIM to me.

Then, I approached the cyber cell department of Mumbai Police in Bandra-Kurla Complex to check where am I supposed to register my complaint. I was said that for the frauds below INR 200,000, I can register with the local police station. Then went to the Malad West Police Station. There I was said my area comes under Bangur Nagar Link Road Police Station so I must approach them.
When I went there, I was said this particular fraud needs to be registered with Cyber Cell.
Incidentally, I had the name and number of the Officer I spoke in the Cyber Cell. I called him from there and he spoke to the concerning officer and finally my report was registered.
Next day evening (Saturday), I was called by the Inspector and after understanding the entire case - he introduced me to the officer who was supposed to manage my case.
That officer asked me to come on Monday morning to record the statement.

On Wednesday morning he called me again for some formalities. When I went there he showed me a copy of the PAN card on the basis of which VODAFONE issued duplicate SIM.
This PAN had following mismatching details:

1. Different Photo;



2. Different PAN number;



3. My name misspelled;



4. My signature totally different.

I am still unable to understand how VODAFONE issued a duplicate SIM with so many mismatching details. Such is life...

Anyways, the Police finally registered FIR and the investigation begun.
I was given a team of constables and was asked to meet the Manager in Bangur Nagar ICICI bank to get the details of account holder in whose account my money was transferred. I was said by the ICICI Manager that incidentally or luckily, the account to which money was transferred is an ICICI account in their Delhi branch. Moreover, that account was already suspicious and was under scrutiny. Subsequent to my police complaint, ICICI manager said to have sealed that account as well so that fraudster cannot use the money.

The Police Investigation was in progress...

In the meanwhile, I posted this transaction on Consumer Complaint website. Immediately I received an email from ICICI Head Service Quality - saying they are investigating the issue and will revert within a sepcific date. Later, I realized that I am now going to receive a weekly email from ICICI HEAD SERVICE QUALITY saying they are investigating and will revert soon.

My account with ICICI is more than 12 years old. In addition to saving account, I have my home loan, credit card, life insurance, medical insurance, share trading, demat - all with ICICI. I asked them with so many details supported with Police FIR copy, is it too difficult for them to conduct their due diligence and return my money back to me? Moreover, they had already confirmed that the beneficiary account is already sealed and money still in the account. However, they preferred to ignore my question.

During June'11, I received a call from Police deptt asking me to come to the Police station for signature verification.

During the discussions, I was said that Police officer is likely to goto Delhi for further proceedings.

After few days, one fine evening - I received call from the Police officer. He said he was in Delhi sitting in front of the fraudster. Said that he is getting a cheque from the fraudster in my name.

Following week, I was called in the Police station to collect the cheque. During the discussions, he said ICICI had not sealed the account (contrary to what they claimed) and the fraudster had already withdrawn all the money from his account.

I deposited the cheque in my account and as expected it bounced.

I informed about this to the Police on Thursday 14th July'11. On Monday (18th July), I was said that the fraudster is likley to deposit pay order in my account.

On 20th evening, Police called me asking whether the amount is credited. I checked and was glad to confirm the GOOD NEWS!!!

Hats off to MUMBAI POLICE...

Cheers!!!