For allowing an online transaction without taking adequate security measures which subsequently led to a fraudulent withdrawal, the district consumer disputes redressal forum Chandigarh on Monday directed the HDFC bank to pay rs 25,000 as compensation to a Sector 31 resident.
Disposing of the complaint filed by Wing Commander Sanjiv Kumar Pandey, the forum also directed the bank to pay Rs 10,000 as litigation cost.
“HDFC Bank is guilty of deficiency in service because as per the payment gateway slip, the transaction amount of `33,050 of the card of the complainant was released without verification of CV (card verification) response code by HDFC Bank,” the consumer forum presided over by PL Ahuja said.
“Since the transaction is not verified for its CV (card verification) number, HDFC Bank has ignored the basic method of authenticating the genuineness of the transaction. Had HDFC Bank verified the CV number, it is quite probable that the said fraudulent transaction could not take place.”
Kumar said `33,050 were withdrawn from his account on October 26, 2012. He said he approached the bank explaining the details of the fraudulent transaction and requested them to refund the amount after investigations.
He alleged that the disputed transaction was a result of either hacking or security lapse in the software system of the bank and that the bank's negligence made it difficult to find the culprit behind the fraud.
The HDFC bank has so far not refunded the money into Kumar's account.
The bank has denied any deficiency in services, saying whenever a transaction is carried out through an ATM, the available balance both before and after the withdrawal is mentioned.
It said it is not possible that Kumar was not aware of Rs 33,050 being withdrawn from his account. HDFC also said it is not liable to refund any amount to the complainant.