Date: 22 august 2020
To,
The banking ombudsman
The reserve bank of india
Subject: unethical & unprofessional behaviour of hdfc credit card team – hacking on hdfc credit card ending 0080 and unethically zeroing of reward points
Respected sir/ madam,
I am really frustrated and depressed to lodge this formal complaint against hdfc credit card team who have not only unethically and unprofessionally treated my case as customer in need; but have also caused a lot of mental torture and frustration due to their bad customer service.
Following are the sequence of the events and post that my humble questions against hdfc:
1. 18 july there were multiple hacking attempts on my hdfc credit card ending 0080 from anonymous hacker in us and i was getting messages from hdfc for the card being used in us outlets and stores
2. I got a call from hdfc executive who was in hurry and asked me bluntly weather i was in us to which i told that the last few months being a lockdown in india and international flights stopped; that’s not a possibility. She said she is blocking my card and hung up the phone without further giving any reassurance or clarifying any questions
3. 19 july onwards i was really concerned as the card had some good limits and the message of the card being used did not stop.
4. I call up customer service of hdfc credit card twice and two agents who were supposed to answer “high priority cases only” hung up on me giving excuses
5. I wrote an email explaining the entire sequence of events to hdfc credit card email and my concerns as the card may or may not have been blocked and had 52, 236 reward points which i wanted to use for an upcoming important expense
6. Despite my email follow up and worried situation; there was no call back from hdfc and it got all the more frustrating
7. I decided to escalate the matter and shared another email on 25 july [after 7 days] keeping in loop the hdfc leader’s email id
8. There was a communication that the team will respond in 14 business days; so even i had no choice but waited to get a solution.
9. To my surprise on 23 july i checked the reward points were gone and they showed as “zero” without any intimation.
10. I paid my due bill on 5 august despite of credit card being blocked.
11. I got a call finally after one month of waiting form a representative on 20 july stating that the card was duly blocked but the reward points have also gone as they were expired. I asked her to explore this further as i was not aware or was not made aware by hdfc that the points are / or will be expiring in this waiting time whatsoever.
12. In evening i get an email that the query was resolved and the ticket / service request # 12271998 was closed; without any resolution given to me for which i again followed up on email stating that it was not closed and got a response that in 2 days i will get a revert [please note i already waited 30 days on 19 july and now 2 more days]
13. Today [22 august 2020] i get an email from an agent from md’s desk who without checking my case/ reading my emails told me “the process of points getting lapsed” and hdfc informing it in the statements a month before.
14. I checked my statements for june & july and didn’t see any lapse notified. Further more in my past statements as well there were errors on points not getting added and adjusted/ lapsed for no reason. There was no attempt form hdfc to explain this case since 19 july for reward points or customer data safety!
Sir/ madam,
I have following questions for my torment that i have gone through due to this unethical behaviour:
1. Why the cases of hacking on hdfc credit card not dealt responsibly by hdfc executives when this is the only call queue that they attend during the lockdown? Why they have been so unprofessional?
2. Who gave authority to hdfc executives to nullify or “zero” my reward points without any intimation?
3. Why there is total lack of concern from executives [frontline call center, email responders, telephonic agents as well as md’s desk eas] to look into customer’s case with an intention to resolve it?
I will be closing this credit card as well as bank account with hdfc that i hold since a very long time but i need:
1. All my due reward points back to me and without any losses of even a single point as i spent my hard earned money and paid card on time to earn them
2. An answer from hdfc senior management on the mental torture and compensation for my time wasted where they should have been empathetic to customer during this covid-19 time.
I have no hope form hdfc grievance redressal and choose to rest my faith in rbi ombudsman system for a fair and quick redressal of my concerns with hdfc credit card.
Pfb:
1. The email communication on the issue
2. Screenshot of my last two reward points summary [statements can be provided on request]
Regards,
Anupam rawat
Anupam. [protected]@gmail.com
+[protected]
—
Fwd: 'hbl=[protected]' re: hacking your of credit card ending 0080
Exhibit 1: statement points summary:
July 2020
June 2020
— forwarded message —
From: anupam rawat
Date: sat, 22 aug 2020 at 5:54 pm
Subject: re: 'hbl=[protected]' re: hacking your of credit card ending 0080
To:, [protected]@hdfcbank.com
Furthermore,
Had someone taken some interest/ or shown some empathy in this case would have at least checked my last two statements or the previous emails.
Reema as you can check the attachments of my statement no such lapsing of reward points was ever highlighted (Attached screenshots)!!
So here is my take on this situation as a final conclusion:
1. I see no customer service or ‘priority escalation desk’ taking any iota of interest or any understanding
2. You are not following your processes or regulations yourself and lapsing the points automatically or your agents are doing it when they cant serve a customer which i feel is unethical
3. On top of waiting more than 30 days without any phone call and mental stress despite being prompt and proactive in all my payments ; i think its high time hdfc should start living their own value statement for customers.
I am now done and reporting this further to rbi customer complaints.
Thanks for nothing
On sat, 22 aug 2020 at 5:42 pm, anupam rawat wrote:
Hi reema,
Then why this was not told to me when my card was getting blocked?
This is not done at all and completely unprofessional:
1. Your customer service team called blocked my card but didn’t explain anything to me. Reaching to them was a challenge in first place itself. How am i suppose to use the points when the card is blocked??
2. The points getting lapsed was never intimated to me in any interactions email/ phone call / text or even last statement of july where it could have been highlighted when the points expired. Infact i was duly getting the updates regarding the bill which i cleared on time.
I would like to get someone speak to me and explain this and provide some solution.
Why we dont have your customer service or anyone senior take this responsibility and inform the customer well in advance before blocking the card rather than making a sorry email at then end of the interaction while customer follows up email after email. Why this was not clarified in the beginning and i have to write multiple email??
May i get some response on this please? It is very frustrating and has gone beyond my patience.
I would not be able to continue with hdfc in such situations.
Regards,
Anupam rawat
[protected]
On thu, 20 aug 2020 at 9:39 am, senior management wrote:
Dear mr. Rawat,
This is in continuation to our earlier email dated august 17, 2020
Regarding your hdfc bank credit card account.
Basis your recent e-mail our service manger contacted you and addressed
Your queries and informed no debits on the transactions.
The reward points lapsing details will be intimated through monthly
Statement one month prior to the lapsing period, only for statements pertaining
To june 2017. However from july 2017 statements onwards, the
Rewards points will have details of reward points that are going to be
Lapsed in 30 days and 60 days.
Example: june 2017 statement will have the details of reward points that
Are going to lapsed in july 2017.
From the subsequent months (July 2017 onwards) statements will have the
Details of reward points that are going to lapsed in august 2017 and september
2017.
Alternatively, you can check the reward points lapsing details by login to
Netbanking under "redeem reward points" section.
Please feel free to write to us at: priorityredressal. [protected]@hdfcbank.com
For further assistance / clarifications that you may require in this regard.
In line with our focus and commitment to customer service, we trust that
This grievance redressal cell has addressed your grievance in a fair and
Equitable manner and the issue has been resolved to your satisfaction. If you
Are not satisfied with the resolution, you may write to our principal nodal
Officer ms. Zenobia neville mehta at hdfc bank ltd., 5th floor, tower b,
Peninsula business park, ganpatrao kadam marg, lower parel (West), mumbai 400013
Or e-mail at [protected]@hdfcbank.com or fax at
[protected]. Alternatively you can call at tel:[protected].
Kindly note the query reference number for this correspondence is
12271998
Assuring you of our best services at all times.
Regards,
Reema kaimal
Customer service manager
Chairman & md desk
Hdfc bank ltd.
From: hdfc bank credit cards support
Date: mon, 27 jul 2020 at 4:46 pm
Subject: 'hbl=[protected]' re: hacking your of credit card ending 0080
To: anupam rawat
Dear customer,
Thank you for writing to us.
This is a system-generated response to acknowledge receipt of your e-mail. The subject line contains the reference number through which all your future e-mail correspondence can be tracked.
Due to the prescribed protocols to curb the spread of covid19, we are operating with limited staff. This will result in a delay in our response to your email. Our customer service executives will respond within a maximum of 12 to 14 working days.
Phone banking agent services shall be available for reporting and reissuance of lost or stolen cards, reporting of frauds or unauthorised transactions, blocking of account or upi and atm transaction disputes. You can call our toll free number[protected] for the same.
Stay safe and use our website and digital platforms for your banking needs. You may also click on the following url for eva assistance:
https://v1.hdfcbank.com/htdocs/common/eva/index.html
We thank you for your patience and apologise for the inconvenience. We solicit your co-operation in such trying times.
Assuring you of our best services.
Warm regards,
Hdfc bank ltd
— original message —
From: anupam rawat [anupam. [protected]@gmail.com]
Sent: monday, jul 27 2020 4:34pm
To: "customerservices. [protected]@hdfcbank.com" [customerservices. [protected]@hdfcbank.com
]
Cc: "[protected]@hdfcbank.com" [[protected]@hdfcbank.com]; "[protected]@hdfcbank.com" [[protected]@hdfcbank.com
]
Subject: re: hacking your of credit card ending 0080
Can i get at least a call back/ email from you?
Its already a week and everyone seems to be sitting on this with total apathy.
I will be filing a formal complaint tomorrow morning.
Thank you for nothing.
Anupam rawat
[protected]
On sat, 25 jul 2020 at 11:29 am, anupam rawat wrote:
Hi team,
Its about to be a week now on my complaint and no action / reply on my email or any contact from your side.
As a customer i feel the urgent and important case highlighted by my side is getting ignored and my money/ data is not safe at all with hdfc.
My cc is hacked and no urgency from your team’s side and furthermore the reward points are now showing as 0 from your side.
Can anyone take some responsibility and explain what is going on here?
Dear leaders - hdfc once used to be proactive in handling such issues but now i think people are not concerned about the brand. Request your intervention here.
Regards,
Anupam rawat
[protected]
On sun, 19 jul 2020 at 10:45 am, anupam rawat wrote:
Hi team,
Its quite unfortunate that for the second time in my experience with hdfc my card ending with 0080 was hacked and was being used in us by the hackers.
I received following sms from hdfc and a call from your executive to block the card:
*
We are unable to reach you to confirm the recent usage on your card ending with 0080 for rs 63.88 on[protected]:30:28.040 at lina z and the card been temporarily blocked for security reasons. Please call @ 61606161 for further assistance.
*
I called up several times your ivr number but the agents there were not at all helpful.
I have following issues:
1. Is my credit card blocked or not? I am still getting messages from hdfc this morning that someone is still trying a transaction? Can someone please confirm?
Message i got this morning and yesterday:
*
Alert: your transaction is declined due to sublimit set on credit card 0080! To continue using your card, please reset your sublimit. Simply login to netbanking bit. Ly/2wmcufj cards request withdraw sublimits select card confirm.
*
Your transaction on hdfc bank card for 1397.53 at ohitorisama renkorou is declined due to wrong input of expirydate or cvv. Please try again.
*
2. Why the system of hdfc is not so secure and why the hackers can easily breach it? While for other credit cards a strong otp based system is already there for completion of any transaction; then why these transactions are getting done without an otp?
3. Bad customer service experience: two agents i spoke to this morning at your customer service desk 1. Soni & 2. Rekha both were very unhelpful and did not listen to my concerns considering that they are just serving customers who are calling for such urgent matters only; their attitude was of total apathy and carelessness. Does anyone give them a feedback or do a quality check?
4. I have reward points on this card that are not used (52236) which i want to use so can someone help how to get this fixed as my card may or may not be currently blocked?
5. I need an earnest response from hdfc on queries like these and a bank so old and esteemed like hdfc should do better in such situations to help customers; my experience till now has been otherwise.
Request the supervisors/ leaders of hdfc to please take it up and help.
I will be filing a complaint soon for this as i dont feel quite satisfied with the way how these things are handled.
Regards,
Anupam rawat
[protected]
Anupam. [protected]@gmail.com
—
Warm regards,
Anupam rawat
Anupam. [protected]@gmail.com
+[protected]
Twitter @touchofzen
"intent comes prior to content"
—
Warm regards,
Anupam rawat
Anupam. [protected]@gmail.com
+[protected]
Twitter @touchofzen
"intent comes prior to content"
—
Response form md email
— forwarded message —
From: managingdirector
Date: mon, 27 jul 2020 at 4:55 pm
Subject: 'hbl=[protected]' re: hacking your of credit card ending 0080
To: anupam rawat
Dear customer,
Thank you for writing to us.
This is a system generated response to acknowledge receipt of your e-mail to managing
Director.
The subject line contains the reference number through which all your future e-mail
Correspondence can be tracked. We request you not to change the subject line in future
Correspondence.
Due to the prescribed protocols and advisories to curb the spread of covid19, we are
Operating with limited staff and there might be delay in our response. We request you to
Bear with us in the interim.in case of any urgent queries or requests you may also use
Our netbanking and mobile banking services.
Our top priority at hdfc bank, is the health and safety of our customers, employees and
Fellow citizens.
Important: hotlisting of card: loss of atm, debit card or any other card issued by our
Bank must be immediately reported to our phone-banking unit to have the card hotlisted
(Cancelled). The phone-banking facility (Hotlisting desk) is available round the clock.
Alternatively, please log in to netbanking and submit your request for hotlisting of the
Card. Unknown beneficiary addition/transfer of fund: in case you have received a
Message stating that a transaction has been done using your netbanking login or a
Beneficiary has been added into your netbanking account, please immediately call up
Our phonebanking numbers and get necessary action taken. Please remember that such
A timely action from your side will defeat the designs of the fraudsters. Please click on
The attached url for details of nearest phone-banking centre:
http://www.hdfcbank.com/personal/find-your-nearest/find-credit-card-helpline-num...⇄
Assuring you of our best of services.
Warm regards,
Hdfc bank ltd
— original message —
From: anupam rawat [anupam. [protected]@gmail.com]
Sent: monday, jul 27 2020 4:34pm
To: "customerservices. [protected]@hdfcbank.com" [customerservices. [protected]@hdfcbank.com
]
Cc: "[protected]@hdfcbank.com" [[protected]@hdfcbank.com]; "[protected]@hdfcbank.com" [[protected]@hdfcbank.com
]
Subject: re: hacking your of credit card ending 0080
Can i get at least a call back/ email from you?
Its already a week and everyone seems to be sitting on this with total apathy.
I will be filing a formal complaint tomorrow morning.
Thank you for nothing.
Anupam rawat
[protected]
On sat, 25 jul 2020 at 11:29 am, anupam rawat wrote:
Hi team,
Its about to be a week now on my complaint and no action / reply on my email or any contact from your side.
As a customer i feel the urgent and important case highlighted by my side is getting ignored and my money/ data is not safe at all with hdfc.
My cc is hacked and no urgency from your team’s side and furthermore the reward points are now showing as 0 from your side.
Can anyone take some responsibility and explain what is going on here?
Dear leaders - hdfc once used to be proactive in handling such issues but now i think people are not concerned about the brand. Request your intervention here.
Regards,
Anupam rawat
[protected]
On sun, 19 jul 2020 at 10:45 am, anupam rawat wrote:
Hi team,
Its quite unfortunate that for the second time in my experience with hdfc my card ending with 0080 was hacked and was being used in us by the hackers.
I received following sms from hdfc and a call from your executive to block the card:
*
We are unable to reach you to confirm the recent usage on your card ending with 0080 for rs 63.88 on[protected]:30:28.040 at lina z and the card been temporarily blocked for security reasons. Please call @ 61606161 for further assistance.
*
I called up several times your ivr number but the agents there were not at all helpful.
I have following issues:
1. Is my credit card blocked or not? I am still getting messages from hdfc this morning that someone is still trying a transaction? Can someone please confirm?
Message i got this morning and yesterday:
*
Alert: your transaction is declined due to sublimit set on credit card 0080! To continue using your card, please reset your sublimit. Simply login to netbanking bit. Ly/2wmcufj cards request withdraw sublimits select card confirm.
*
Your transaction on hdfc bank card for 1397.53 at ohitorisama renkorou is declined due to wrong input of expirydate or cvv. Please try again.
*
2. Why the system of hdfc is not so secure and why the hackers can easily breach it? While for other credit cards a strong otp based system is already there for completion of any transaction; then why these transactions are getting done without an otp?
3. Bad customer service experience: two agents i spoke to this morning at your customer service desk 1. Soni & 2. Rekha both were very unhelpful and did not listen to my concerns considering that they are just serving customers who are calling for such urgent matters only; their attitude was of total apathy and carelessness. Does anyone give them a feedback or do a quality check?
4. I have reward points on this card that are not used (52236) which i want to use so can someone help how to get this fixed as my card may or may not be currently blocked?
5. I need an earnest response from hdfc on queries like these and a bank so old and esteemed like hdfc should do better in such situations to help customers; my experience till now has been otherwise.
Request the supervisors/ leaders of hdfc to please take it up and help.
I will be filing a complaint soon for this as i dont feel quite satisfied with the way how these things are handled.
Regards,
Anupam rawat
[protected]anupam. [protected]@gmail.com
Was this information helpful?
Post your Comment