IT professional Ankit Madan exposed a major Axis Bank app security glitch that led to a ₹25,000 fraud. Despite 120+ days of follow up, no refund or resolution has been offered.
Complaint Summary : Axis Bank App Glitch Caused ₹25,000 Fraud – Complaint by Ankit Madan Still Unresolved
| Field | Details |
|---|---|
| Complainant Name | Ankit Madan |
| Profession | IT Sales & Key Account Manager |
| Platform Used | |
| Bank Involved | Axis Bank |
| Issue Reported | App glitch turned on international transactions without consent |
| Amount Lost | ₹25,000 |
| Days Since Complaint | 120+ days |
| Axis Bank Response | Blamed customer, no refund issued |
| Evidence Provided | Video proof of app behavior |
| Customer Request | Immediate refund + process audit |
| LinkedIn Post Date | 1 week ago |
| Post URL | View Original LinkedIn Post |
Full Complaint Details
Ankit Madan, a senior IT professional and key account manager, has publicly raised a serious concern regarding Axis Bank’s mobile banking app. According to his LinkedIn post, a glitch in the Axis Bank app automatically turned ON international transactions after he activated his card without his consent.
What Happened?
- In accordance with RBI guidelines, international transactions should remain OFF unless explicitly enabled by the customer.
- Ankit set the domestic transaction limit to ₹100 and never enabled international usage.
- However, activating the card automatically turned ON international limits, resulting in a fraudulent Tap n Pay transaction, even though he was in India and had physical possession of the card.
App Glitch Proven via Video Testing
To verify this issue, Ankit conducted and shared a video test:
- He manually set ₹100 limits for both domestic and international transactions.
- He then blocked and unblocked the card.
- After unblocking, the app automatically reset international and domestic limits to full thus overriding user settings.
This clearly indicates a critical flaw in Axis Bank’s app, which can lead to unauthorized transactions without customer consent.
Axis Bank’s Shocking Response
Despite 120+ days of follow-up, Ankit received no refund, no clear explanation, and no accountability. Axis Bank reportedly replied:
“It’s in the Terms & Conditions customer responsibility.”
This contradicts the Reserve Bank of India’s consent-based digital transaction guidelines, which mandate that any international transaction setting must be manually activated by the user.
🔗 Original LinkedIn Complaint
You can view the original LinkedIn post made by Ankit Madan here:
Click to View LinkedIn Post
Most Searched Questions & Informative Answers (Q&A)
Below are 20+ informative and SEO-optimized Q&A entries based on most searched queries related to Axis Bank app issues, card fraud, international transaction settings, and consumer rights:
1. What caused the Axis Bank app glitch as reported by Ankit Madan?
The glitch automatically enabled international transaction limits upon card activation or unblock, overriding the customer’s original settings, which violated RBI’s consent guidelines.
2. Can a bank enable international transactions without consent?
No. As per RBI’s 2020 guidelines, international transactions must be manually enabled by the customer. Automatic activation is a violation.
3. Is Axis Bank liable for app-based fraud?
Yes, if a technical flaw in the bank’s app results in unauthorized transactions, the bank is accountable as per RBI’s digital banking regulations.
4. What should customers do if unauthorized international transactions occur?
Immediately block the card, raise a dispute with the bank, file a written complaint, and escalate to RBI’s Banking Ombudsman if unresolved.
5. How long does Axis Bank take to resolve fraud disputes?
Ideally within 90 days, but as per Ankit Madan’s case, it has remained unresolved for over 120 days.
6. How can I check if international transactions are active on my Axis card?
Use the Axis Mobile App > Cards > Manage Limits to verify and control your domestic and international usage limits.
7. What is Tap n Pay fraud in Axis Bank?
It refers to contactless card fraud, where transactions are carried out without OTP or PIN, especially if international settings are active without user knowledge.
8. Can a blocked card reset settings after unblocking in Axis Bank?
Yes, in this case, the video proof shows that unblocking the card resets both international and domestic limits to full, creating major risks.
9. Does RBI protect consumers in case of banking app errors?
Yes. RBI guidelines protect customers against unauthorized digital transactions and hold banks responsible for technical errors.
10. How to file a complaint with Axis Bank regarding app glitches?
Raise a complaint via Axis Bank’s website > Support > Submit a Request. If unresolved, escalate to the Principal Nodal Officer.
11. What’s the compensation policy for fraud in Axis Bank?
If reported within 3 working days of unauthorized use, customer liability is zero under RBI’s guidelines. Delays may lead to partial or no compensation.
12. What is the Axis Bank customer care number for fraud support?
You can call 1860-419-5555 or 1860-500-5555. However, always keep a written trail via email.
13. How to escalate unresolved complaints to the RBI Ombudsman?
Visit the RBI CMS portal, register, and submit your complaint if the bank doesn’t resolve it within 30 days.
14. How secure is the Axis Bank mobile app?
This case suggests there may be security loopholes. Consumers should regularly update the app, monitor settings, and keep screenshots of configurations.
15. Are international transactions default ON in Axis Bank?
As per regulation, they should be OFF by default. But this case proves that bugs may override this setting.
16. What is the refund policy for banking app frauds in India?
RBI mandates that refunds must be made within 10 working days of determining the fraud if customer is not at fault.
17. Can you sue a bank for technical negligence?
Yes. If there is financial loss due to app errors and no resolution is offered, legal action can be initiated under consumer protection laws.
18. Is Axis Bank responsible for user safety in digital banking?
Absolutely. Banks are expected to ensure app stability, secure transactions, and prevent unauthorized usage.
19. What evidence helps in banking fraud disputes?
Screenshots, transaction IDs, card settings, app screen recordings (like in this case), and communication history with customer support.
20. What steps should Axis Bank take to prevent such issues?
- Mandatory app audits
- Alert-based changes in card settings
- Opt-in international transaction confirmation
- Transparent bug fixes and public disclosures
21. Can video proof be used to claim a refund in banking fraud?
Yes. In this case, Ankit Madan shared a video proof demonstrating the glitch, which strengthens his claim legally and technically.
Final Note
Ankit Madan’s complaint brings to light a critical security gap in Axis Bank’s mobile app, which if unaddressed, could lead to more such frauds. With over ₹25,000 lost, and 120+ days of inaction from the bank, it raises a major concern about digital banking safety and corporate accountability.
Choice4Voice.com urges Axis Bank to take urgent action in resolving the issue, compensating the customer, and auditing their app for compliance with RBI norms.
If you’ve faced a similar issue with Axis Bank or any other service provider, share your story with us. Visit Choice4Voice.com and submit your complaint today.
