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Submit your complaint →Customer Deepak Mishra accuses Axis Bank of mishandling a fraud complaint for over 40 days despite reporting to the RBI Ombudsman and Cybercrime Portal. Read the full case, RBI rules violated, and how victims can legally claim refunds.
Axis Bank Ignored Fraud Complaint for Over 40 Days: Deepak Mishra Alleges Negligence and Lack of Transparency
Complaint Summary
| Complainant Name | Deepak Mishra |
|---|---|
| Designation | Brand Partnership Professional |
| Company Concerned | Axis Bank |
| Incident Type | Online Banking Fraud |
| Date of Incident | 24 August 2025 |
| Days Unresolved | 40+ Days |
| Authorities Informed | RBI Ombudsman, Cybercrime Portal, Axis Bank |
| RBI Complaint Reference | N202526012011989 |
| Location | India |
| Status | Unresolved |
| Primary Issue | Fraudulent transaction, no refund, repetitive auto-replies, and poor communication |
Full Complaint Details
Deepak Mishra, a Brand Partnership professional, shared his frustration publicly after facing over 40 days of inaction from Axis Bank following a fraudulent transaction on his account.
On 24th August 2025, Deepak immediately reported the fraud to:
- Axis Bank’s customer support,
- RBI Ombudsman (Reference No. N202526012011989), and
- Cybercrime Helpline (1930).
However, despite timely reporting and submission of all required details, Axis Bank has failed to provide any meaningful update or refund.
Repeated Auto-Replies and Escalation Loop
According to Deepak, Axis Bank’s response pattern has been highly unprofessional:
- Every few days, a new Service Request (SR) number is generated.
- Multiple Principal Nodal Officers have handled the same case from Soniya Kumari to Shilpa Ghara, Gayathri T., and now Hormaz Cama.
- Despite these internal changes, there has been no investigation report, no confirmation about freezing beneficiary accounts, and no refund.
Deepak highlighted that this repeated handover and silence clearly demonstrate Axis Bank’s lack of accountability and transparency, even when a customer has done everything correctly from filing complaints to escalating the issue through official channels.
RBI Guidelines Violated by Axis Bank
As per the Reserve Bank of India’s 2017 Circular on Customer Protection in Unauthorized Electronic Banking Transactions, banks must:
- Act immediately upon receiving a fraud report,
- Acknowledge and block further debit transactions,
- Investigate and refund losses within the prescribed period if the customer is not at fault.
Key RBI Rules (2017 Circular)
- If the fraud is reported within 3 working days, and the customer is not negligent, the bank must refund the amount within 10 days.
- No loss should fall on the customer if they act promptly.
- Banks are required to freeze the beneficiary’s account and coordinate with law enforcement to recover funds.
Despite these clear directions, Deepak’s case shows prolonged inaction and regulatory non-compliance.
Why This Case Matters
Deepak’s complaint exposes a systemic flaw in how Indian banks handle fraud:
- Lack of coordination between bank departments
- Absence of transparency regarding investigation progress
- Failure to comply with RBI timelines for fraud reversal
- Continuous handover of responsibility without results
Such lapses erode public trust in digital banking systems especially when victims like Deepak take immediate action yet face bureaucratic indifference.
How Choice4Voice.com Can Help
At Choice4Voice.com, we assist customers who face bank fraud, cyber scams, and unresolved complaints.
If your bank is delaying your fraud refund:
- Submit your complaint at Choice4Voice.com
- Our team will analyze and publish verified cases to pressure banks into acting.
- We share complaints on public platforms like LinkedIn to ensure visibility and accountability.
Legal Remedies Available for Deepak Mishra and Similar Victims
| Issue | Relevant Law/Authority | Action to Take |
|---|---|---|
| Unresolved Fraud Complaint | RBI Master Circular – Customer Protection 2017 | File complaint with RBI Ombudsman |
| Bank Negligence or Delay | Consumer Protection Act, 2019 | File complaint with District Consumer Forum |
| Failure to Block Beneficiary Account | IT Act, 2000, Section 43A | Report to Cybercrime Portal |
| Repeated Auto-Replies (No Action) | Deficiency in Service – CPA 2019 | Legal notice to Axis Bank |
| Mental Harassment Due to Delay | Civil Liability under CPA, 2019 | Demand compensation |
Step-by-Step: How to File a Complaint Against Axis Bank
Step 1: Gather All Documents
Keep screenshots of:
- Transaction details
- Emails or SMS alerts
- Complaint acknowledgements and SR numbers
Step 2: Write to Axis Bank’s Grievance Redressal Officer
Email: grievance.officer@axisbank.com
Include all supporting evidence and request a refund under RBI’s 2017 guidelines.
Step 3: Escalate to RBI Ombudsman
If the bank fails to act within 30 days, file a complaint on
👉 https://cms.rbi.org.in
Step 4: Report to Cybercrime
Call 1930 or visit https://cybercrime.gov.in to register the FIR digitally.
Step 5: Approach the Consumer Forum
If monetary loss or mental harassment continues, file a case under Section 35, Consumer Protection Act 2019.
Pre-Drafted Legal Complaint Templates
A. Email to Axis Bank’s Grievance Officer
Subject: Urgent Action Required – Fraudulent Transaction Reported on 24 August 2025 (Ref: N202526012011989)
Dear Grievance Officer,
I reported a fraudulent transaction from my Axis Bank account on 24 August 2025 and have yet to receive a proper resolution. Despite multiple follow-ups and escalation to the RBI Ombudsman and Cybercrime Portal, I continue to receive automated responses and new SR numbers without clarity on the investigation.
As per RBI’s 2017 guidelines, the bank must refund such losses if reported promptly and without customer negligence. Kindly provide a detailed update and ensure a refund within 7 working days.
Sincerely,
[Your Full Name]
[Registered Mobile/Email]
[Complaint Reference No.]
B. Complaint Letter for RBI Ombudsman
To,
The RBI Ombudsman,
Reserve Bank of India
Subject: Complaint Against Axis Bank for Negligence in Handling Reported Fraud
Dear Sir/Madam,
This is to bring to your attention that despite reporting a fraudulent transaction on 24 August 2025, Axis Bank has failed to resolve my issue. The bank continues to provide template replies and has not refunded my money in over 40 days, violating RBI’s Customer Protection guidelines.
Kindly initiate an investigation and direct Axis Bank to process my refund and share proof of action taken against the beneficiary account.
Sincerely,
[Your Name]
[Axis Bank Account No. (last 4 digits)]
[Complaint Ref: N202526012011989]
[Contact Number]
Axis Bank’s Regulatory Responsibilities
As per RBI norms, Axis Bank must:
- Provide clear communication within 10 days of fraud reporting.
- Compensate customers for unauthorized electronic transactions.
- Maintain a dedicated fraud response unit.
- Cooperate with Cybercrime authorities for fund tracing.
Failure to comply can attract penalties under RBI and Consumer Protection laws.
About Axis Bank
Axis Bank, one of India’s largest private sector banks, provides a range of retail and corporate banking services. However, it has faced growing criticism for slow fraud resolution processes and template-driven customer responses.
Official Contact Information:
- Email: grievance.officer@axisbank.com
- Website: www.axisbank.com
- RBI Ombudsman Link: https://cms.rbi.org.in
Author
Complainant: Deepak Mishra
Profession: Brand Partnership Professional
Q&A on Google About Axis Bank Fraud Complaints
Q1. What should I do if money is fraudulently debited from my Axis Bank account?
Immediately contact Axis Bank support and report at cybercrime.gov.in.
Q2. How long does Axis Bank take to refund fraud transactions?
As per RBI rules, refunds must be processed within 10 days if reported promptly.
Q3. Can I file a complaint against Axis Bank with the RBI?
Yes, through https://cms.rbi.org.in.
Q4. Is the bank responsible if fraud occurs due to online phishing?
If the customer was not negligent and reported quickly, the bank bears full liability.
Q5. How can I check the status of my RBI complaint?
Log in to the RBI CMS portal and track using your complaint reference number.
Q6. What is Axis Bank’s email for fraud escalation?
Send complaints to grievance.officer@axisbank.com and nodal.officer@axisbank.com.
Q7. Can I claim compensation for delayed fraud resolution?
Yes, under Consumer Protection Act 2019 for “deficiency in service.”
Q8. What if the bank changes officers without progress?
You can report it as mismanagement to the RBI Ombudsman.
Q9. Can I approach consumer court for online fraud?
Yes, especially when the bank fails to act or refund within the mandated period.
Q10. Is there a specific time limit to report fraud?
Yes, within 3 working days for full compensation eligibility.
Q11. What is the Cybercrime helpline number in India?
Call 1930 to report bank frauds.
Q12. How can I freeze a beneficiary account used in fraud?
Provide transaction details to your bank and cyber police immediately.
Q13. What are the RBI rules for unauthorized transactions?
Banks must refund within 10 days and investigate within 90 days.
Q14. Can a customer sue Axis Bank for negligence?
Yes, under CPA 2019 or Civil Court for damages and harassment.
Q15. What is the compensation policy for bank fraud victims?
RBI mandates zero liability for customers reporting promptly.
Q16. How to contact the Principal Nodal Officer of Axis Bank?
Email details are available on Axis Bank’s official website under grievance redressal.
Q17. Can social media escalation help resolve bank issues?
Yes, tagging the bank and RBI on LinkedIn/Twitter often accelerates response.
Q18. What if Axis Bank ignores RBI Ombudsman directions?
The case can be escalated to RBI’s Central Office for enforcement.
Q19. Can I file both consumer forum and RBI complaints?
Yes, both channels are independent and can run simultaneously.
Q20. How can Choice4Voice.com help Axis Bank fraud victims?
We publicly document and highlight such cases to ensure transparency and faster action.
