ICICI advises customer to ask SBI for raising chargeback dispute with merchant/merchant bank but S.B.I. is reluctant

Gmail Mahesh Pratap Singh Yogi M P Singh <yogimpsingh@gmail.com>

RE:'ICICICARE=033-647-749' CPGRAMS ROBO - DEABD/E/2023/0063333_Yogi M. P. Singh

1 message

Head Service Quality HSQ <headservicequality@icicibank.com> 22 September 2023 at 14:41

Reply-To: headservicequality@icicibank.com

To: "yogimpsingh@gmail.com" <yogimpsingh@gmail.com>

Dear Mr. Singh, 

We write with reference to your complaint dated September 9, 2023 lodged with Centralized Public Grievance Redress And Monitoring System (CPGRAMS), Department of Administrative Reforms & Public Grievances, Government of India with regard to the concerns raised pertaining to BIHAR PUBLIC SERVICE COMMISSION, Bill Amount-757.10. In this connection, we wish to state as under: 

We checked our records and we would like to inform you that the below transactions is settled to merchant. Please find the below screenshot for your reference with merchant details. ICID-291896, Merchant Name-BIHAR PUBLIC SERVICE COMMISSION, Segment-GOVT.BODY/PSU/DEFENSE, Sub Segment-STATE GOVT UNDERTAKING, Tran ID-230709154761357, Tran Date-2023-07-09 15:01:14.0, Tran Amount-757.10, Tran Remarks-ICL~291896~230709154761357, Tran Status-SUCCESS, Debit accno, Credit accno-06XXXXXXXX37, Mobile No-87XXXXXX37, Channel-Eazy_PG, Third Party Tranid-17701966090, UNQ Ref No-184575998, Interface Name-NET BANKING, Modified Date-2023-07-09 15:02:12.0, Tran Flag-Paid, Del Flag-0, Van Number, Processing fee-6.02, Service tax-0.0, Instrument ID, Realization user ID, Realization Date, Isure ID, Recon Date-2023-07-11 20:30:20.0,  Recon Flag-Done, Data FRM-A, Settlement Date-2023-07-11 23:09:15

We request you to inform your bank (SBI) to raise a Chargeback Dispute with the merchant/merchant bank. 

We hope that the above information clarifies and addresses all your concerns related to the complaint.

Sincerely, 

Mohammed Hussain 

Manager - Service Quality.

Grievance Status for registration number: DEABD/E/2023/0063333

Grievance Concerns To

Name Of Complainant

Yogi M. P. Singh

Date of Receipt

09/09/2023

Received By Ministry/Department

Financial Services (Banking Division)

Grievance Description

Financial Services (Banking Division) >> Deficiency in Customer Service Related >> Delay in Service

Bank : Other / Private Sector Bank.

Branch / Name of Bank and Branch : ICICI Bank , cmsindirect@icicibank.com, shimon.gajbhiv@icicibank.com

The reply of the ICICI bank is as follows- Dear Sir/Madam, As per the Details shared it is found that the transaction stands marked as paid in our systems and the same has been remitted to the beneficiary bank from our end. please find the attached acknowledgment copy for your reference. Kindly request you to contact Issuing bank branch for raising Refund or Reversal Request. Transaction Status-Biller Name-BIHAR PUBLIC SERVICE COMMISSION, Bill Amount-757.10, Transaction ID-230709154761357, Transaction Date- 09 Jul 2023 at time-03:01 The reply of the State Bank of India is as follows- The said transaction is successful and below are the details for your reference. PayU ID-17701966090, Date-09/07/2023 15:01:15, Merchant URL eazypay.icicibank.com/homepage, Transaction ID- 23070915476135709072023150114, Amount-757.10, Payment Type-NB, Status-Successful, Customer IP Address-152.58.129.107, Bank Reference No IGAPVUOCH8 Further any concern regarding Service delivery/Refund/Cancellation/Change, please ask the customer to contact merchant. Below contact details. Merchant Details- Merchant Name Email-eazypay.icicibank.com/homepage cmsindirect@icicibank.com, shimon.gajbhiv@icicibank.com Here it is quite obvious that payment was made by the State Bank of India and the ICICI bank provided the facility which means a platform by the transfer of the payment from the State Bank of India which means from the account of the applicant to the account of the Bihar public service commission. Both are saying that transaction at their ends are successful but it is quite obvious that transaction was not successful which was the root cause, final submission of the application could not succeed because of which the applicant had to do the next payment. Here both the banks are throwing the balls in the courts of each other when the process of the refund is to be initiated by them so that refund of the paid amount may be reversed to the account of the applicant.

Grievance Document

Current Status

Case closed   

Date of Action

22/09/2023

Remarks

We refer to the complaint bearing CPGRAMS DEABD/E/2023/0063333 lodged by Yogi M. P. Singh. Please find enclosed the copy of reply sent to the customer for your ready reference and shall be glad to provide any further clarifications required in the said matter.

Reply Document

Rating

1

Poor

Rating Remarks

It is quite obvious that ICICI bank again submitted the same parrot reply even when they know that what is being articulated by S.B.I. in the matter. Dear Mr. Singh, We write with reference to your complaint dated September 9, 2023 lodged with Centralized Public Grievance Redress And Monitoring System (CPGRAMS), Department of Administrative Reforms & Public Grievances, Government of India with regard to the concerns raised pertaining to BIHAR PUBLIC SERVICE COMMISSION, Bill Amount-757.10. In this connection, we wish to state as under: We checked our records, and we would like to inform you that the below transactions is settled to merchant. Please find the below screenshot for your reference with merchant details. We request you to inform your bank (SBI) to raise a Chargeback Dispute with the merchant/merchant bank. We hope that the above information clarifies and addresses all your concerns related to the complaint. Sincerely, Mohammed Hussain Manager - Service Quality.

Appeal Details

Appeal Number

DEABD/E/A/23/0019834

Date of Receipt

23/09/2023

Appeal Text

The reply of the State Bank of India in the matter is given in the grievance which perusal must be taken by the concerned staff of the ICICI bank which is their obligatory duties. The applicant think that both the banks must support the stand of the aggravated applicant Anjaney Shukla who is the sole sufferer in the matter. Where is the good governance if the consumers are being looted by the banks in the broad daylight which must be curbed by the government of India but because of insensitivity of the public staff in the matter such practises are not being curbed from the society.

Current Status

Appeal Received

Officer Concerns To

Officer Name

Ashish Joshi (Senior Manager Service Quality)

Organisation name

ICICI BANK

Contact Address

ICICI Bank Ltd, ICICI Bank Tower, Plot No 12, Regional Office, Gachibowli Hyderabad

Email Address

ashish.jos@icicibank.com

Contact Number

04041062607

Reminder(s) / Clarification(s)

Reminder Date

Remarks

09/09/2023

An application under Article 51 A of the Constitution of India on behalf of Anjaney Shukla son of Mr Sachchida Nand Shukla Village Naugaon Post Nadini, District Mirzapur Pin code- 231303, Mobile number-7860688249 and bank account number-35764334446 to make inquiry regarding the application submitted before the branch manager Vijaypur, District Mirzapur of State Bank of India.

Here most surprising thing is that why are both the banks are running away from their responsibilities in initiating the process of the reversal of the paid amount to the account of the applicant? Whether it is not reflecting the corruption in the working of the banks and the government? This is a humble request of the applicant to direct the banks to initiate the process at the reversal of the payment which is an automatic process but because of corruption it was not initiated. Here it is quite obvious that both the banks are adopting a lackadaisical approach in dealing with the matter concerning with the customer. This shows that banks have ruthless dealings with the customers in India because of corruption which is rampant in the public offices. Please take action in the matter at the earliest as required under the law of land. For this applicant shall ever pray you, Honourable sir. Please provide the justice to the vulnerable student who is unemployed somehow arranged the fee.

From the first page of the attached pdf document to the grievance it is quite obvious that the applicant made the handwritten application before the branch manager on 13th of June 2023. Which scan copy is attached as the first page of the attached pdf document to the grievance. It is noticeable that payment made by the applicant Anjaney Shukla not refunded to the account of the aggrieved applicant. Everyone knows that in the case of failure of the Transaction due to failure of server of the bank reversal of the payment to the account is initiated automatically and this process is completed within one week.