This is the letter I had sent to the HDFC a few days back.....leave for all you guys to decide about HDFC credit card business for yourselves. I just wanna say that please high light HDFC CREDIT CARD - uneligible for any kind of reviews in the very first place!!!
Re: Disputed transactions in Credit Card Statement dated 3rd June 2006 in respect of credit card bearing number 4000000000000000
This is in continuation to my telecon with your CRS Mr. Sachin/Mr Aniket on 30th June 2006 and email correspondence with your representatives on 3rd, 4th and 7th July 2006 wherein I have disputed withdrawals mentioned therein amounting to Rs. 40, 000 against my credit card bearing number 4000000000000000. Pursuant to instructions provided by your Ms. Lakshmi S, Customer Service Officer vide e-mail dated 10th July, 06, I am sending this detailed letter in respect of the aforesaid subject.
The brief facts of the case are as follows:
1) I filled the application form for the credit card at the Lower Parel branch some time in March 2006.
2) I got the Credit card posted at my residence in approximately 30 days.
3) As per instructions in the Credit Card Handbook, I checked my name on the said Credit Card and found that it was MIS-SPELT. I found this really ridiculous as it only means that the card was delivered to me without verifying the necessary details. My surname was spelt as ‘Somya’ instead of ’SOMAYA’.
4) I called up at the Mumbai help line number (28564332) and instructed the customer service representative (CSR) to correct the mistake on my card and issue me a new Credit card. I categorically instructed him to DISABLE the card then itself. I am myself an ’Information Risk Management’ professional and am well-informed about the risk of mishandling of financial cards. After a while, on the same day, I got a call from one of the executives, possibly the one responsible for the credit card issued to me. He tried to convince me that it will be absolutely safe not to block the card but I INSISTED on the card being blocked.
At my end, I destroyed the credit card PIN immediately. Please be advised, that information security was always my priority since the very inception. This was also because I did not intend to use the credit card in the short run.
5) My second concern on the credit card issued to me was the credit limit. I requested this executive to reduce the value of the credit card to Rs.50, 000. He said that he will talk to his boss and will come back to me. HE NEVER INFORMED ME BACK. The intention / reason for requesting a reduction in my Credit limit was that I never wanted to take a bigger risk.
6) After approximately 10 days I received the corrected HDFC Credit card issued with the same Credit Card Number i.e. 4000000000000000 but I did not receive any PIN along with this card. I did not request for the PIN of the corrected card immediately, as I did not intend to use it in the short run at least since I was scheduled to leave for the UK.
7) On 30th June, while I was in London, I got to know from my family in Mumbai that they are in receipt of my Credit Card statement dated 28th June, 06 and bearing credit card no. 4000000000000000 the details of which showed that there were cash withdrawals on 14th May 2006 to the extent of Rs. 40, 000 against my credit card through four transactions of Rs. 10, 000 each. Surprisingly, all the four transactions had the same transaction number i.e. 09999999950. I had never used the card although.
8) I called up the Mumbai HDFC help desk on 30th June 2006 (Friday) and spoke to the CRS Mr. Sachin/Mr Aniket and spoke about the aforesaid transactions. I was informed then that the case has been referred to the Risk and Investigation department and the credit card also has been marked to be blocked. Now this effectively means that my former card was NOT blocked upon my initial instruction described above. I was further informed that the withdrawal has been made from the Chembur branch.
9)Further, yet another Credit Card Statement dated 3rd July 2006 bearing Credit Card Number 4111111111111111 was addressed to me wherein an amount of Rs. 1297. 20 were charged as finance charges. Please note that there is a clear discrepancy in the credit card numbers as mentioned in the aforesaid two Credit Card Statements addressed to me.
10) I had already informed your representatives about my disputing the withdrawal transactions of the aforesaid amounts via telecon on 30th June 2006 and also vide my emails on 3rd, 4th and 7th July, 2006. This clearly demonstrates the laxity with which this case is being handled at your end.
11) I would like to inform you that I have further mails / posts received from HDFC dated 3rd July 2006 at my residence in Mumbai along with the application form wherein I am requested to mention the reasons for disputing the payment of Rs. 40, 000.00/- to HDFC. Further, I have also been requested in this mail / post to fill a ‘Charge Dispute Form’ and file an FIR to that effect. However, your Ms. Lakshmi S vide email dated 10th July 2006 has instructed me to forward only a duly signed letter to your Chennai office in respect of the captioned dispute. Pursuant to the said instructions, I am addressing this letter to you. However, if filing of the ‘Charge Dispute form’ and corresponding FIR is required from my end, please intimate me vide email somayagulab@gmail.com or by post at my Mumbai residence in reasonable advance as I am currently in UK.
12) Please note that I have already confirmed that I have not lost my aforesaid credit card. It is still in my custody while I am in London and has never left my custody at any point in time to the best of my knowledge. I have also provided your representative (Mr. Mohan) the scanned picture of my credit card to demonstrate that it is in my possession.
13) I must mention here that I have been subjected to intense mental stress since the very beginning but moreover especially while I am not physically in India at the moment. Further, I do get a feeling that the customer service provided by your bank has been utterly disgusting since the day I have been issued this card. This apart, even now, this is case is being handled in an irresponsible manner. The above facts clearly establish the reasons for my dissatisfaction.
You must appreciate that I am still discussing this matter as a responsible customer in a positive spirit and hope that other customers are not subjected to such difficulties and the bank may be able to improve upon its operational processes.
14) Please also, be advised that I continue to dispute any liability arising out of these transactions including any incidental charges related to these transactions.