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Submit your complaint →Consumer Shiva Sharma reports ₹69,000 unauthorized debit from his HDFC Bank account. Despite filing an FIR and contacting RBI, no resolution yet. Full complaint, legal actions, and guidance inside.
Author & Complaint Details : ₹69,000 Fraud Case: Shiva Sharma Accuses HDFC Bank of Inaction After Unauthorized Debit
| Complainant Name | Shiva Sharma |
|---|---|
| Location | Gurgaon, Haryana, India |
| Company/Bank | HDFC Bank |
| Complaint Type | Unauthorized Transaction / Banking Fraud |
| Amount Lost | ₹69,000 |
| Date of Incident | 06 October 2025 |
| Action Taken | FIR filed with Gurgaon Police, transferred to Delhi Police |
| Bank Response | “Under action” – no updates after one week |
| Platform Source | LinkedIn public post |
Summary of the Complaint
Mr. Shiva Sharma, an HDFC Bank customer from Gurgaon, reported a fraudulent debit of ₹69,000 from his bank account on 6th October 2025 at 09:41 AM. According to the complainant, the transaction took place without any OTP sharing, link clicking, or payment authorization.
After noticing the transaction, Shiva immediately contacted HDFC Bank, which issued him a case ID for the investigation. He also filed an FIR with the Gurgaon Police, who subsequently forwarded the case to Delhi Police due to jurisdictional reasons.
However, despite completing all formalities, HDFC Bank has allegedly failed to provide updates or reverse the transaction even after a week. To add to his distress, the bank froze his account, preventing him from accessing his remaining balance or making any payments.
Shiva Sharma described the experience as “deeply frustrating,” stating that neither the bank nor the police have communicated a clear course of action, leaving him financially and emotionally stressed.
Possible Legal Violations
This case appears to involve a breach of RBI’s Master Circular on Customer Protection – Limiting Liability of Customers in Unauthorized Electronic Banking Transactions (2017).
As per this RBI directive:
- If the fraud is reported within three working days, and
- The customer has not shared OTP, PIN, or credentials,
then the customer bears zero liability, and the bank must refund the full amount within 10 working days.
If HDFC Bank fails to act as per RBI rules, it can face action from the Banking Ombudsman, including fines and directives for compensation.
How Choice4Voice.com Can Help
Choice4Voice.com actively supports victims of unauthorized banking transactions by:
- Publishing verified cases to draw public and regulatory attention.
- Guiding victims to file complaints with RBI, Cybercrime Portal, and Consumer Forum.
- Helping customers prepare professional drafts for legal escalation and follow-up.
- Ensuring banks adhere to RBI’s refund guidelines for unauthorized transactions.
Step-by-Step Action Plan for Shiva Sharma
- Contact HDFC Bank’s Grievance Redressal Officer (GRO) through email with FIR details, case ID, and RBI circular reference.
- File a complaint with the RBI Ombudsman (online at https://cms.rbi.org.in) citing violation of the “Zero Liability” policy.
- Register the case on the Cybercrime Portal (www.cybercrime.gov.in) as a financial fraud under the “Banking/UPI Fraud” category.
- Send a written email to nodalgrievance@hdfcbank.com demanding immediate unfreeze of the account and refund.
- If no response in 30 days, file a consumer forum complaint for financial loss and mental harassment.
Legal References & Authorities
| Authority | Purpose | Website / Email |
|---|---|---|
| RBI Ombudsman | Refund and redress for unauthorized transactions | https://cms.rbi.org.in |
| Cyber Crime Portal | Report online or UPI-related fraud | www.cybercrime.gov.in |
| Consumer Forum | Compensation for negligence & harassment | www.consumerhelpline.gov.in |
| HDFC Bank Nodal Officer | Final escalation before RBI | nodalgrievance@hdfcbank.com |
Sample Email to HDFC Bank
Subject: Urgent: ₹69,000 Unauthorized Debit – Refund Request as per RBI Zero Liability Rules
Dear HDFC Bank Grievance Officer,
I am writing to formally raise a complaint regarding a fraudulent debit of ₹69,000 from my HDFC Bank account on 06-Oct-2025 at 09:41 AM. I did not share my OTP, click any link, or authorize this payment.
I reported the issue to your customer care immediately and filed an FIR (copy attached). However, despite repeated follow-ups, I have not received any update. My account has also been frozen, causing severe inconvenience.
As per the RBI “Zero Liability” policy (Circular DBR.No.Leg.BC.78/09.07.005/2017-18), I request immediate refund and unfreezing of my account.
Sincerely,
Shiva Sharma
RBI Rules for Unauthorized Transactions
- Full refund if reported within 3 days and no negligence by the customer.
- Partial refund if reported within 4–7 days.
- Liability on the bank, not the consumer, if internal system failure caused the transaction.
- Refund within 10 days from the date of complaint.
Preventive Measures for Bank Customers
- Never share OTPs or click links from unknown sources.
- Always verify official bank communication channels.
- Enable SMS + Email alerts for all transactions.
- Use RBI CMS Portal for quick escalation if banks delay responses.
- Keep written and digital copies of all communications and FIRs.
Q&A
Q1. What should I do if money is deducted from my HDFC Bank account without my consent?
Immediately report it to HDFC customer care, file an FIR, and escalate to RBI if unresolved.
Q2. Can I get my money back if I didn’t share my OTP or card details?
Yes, RBI’s “Zero Liability” rule ensures a full refund in such cases.
Q3. How long does HDFC Bank take to refund unauthorized transactions?
Ideally within 10 working days after complaint registration.
Q4. What is the RBI rule for unauthorized debit from bank accounts?
The 2017 RBI circular mandates banks to compensate customers for non-negligent fraud.
Q5. How can I contact HDFC Bank’s grievance officer?
Email: nodalgrievance@hdfcbank.com
Q6. What is the RBI Ombudsman complaint link?
https://cms.rbi.org.in
Q7. Can I file both a police complaint and RBI complaint simultaneously?
Yes, both are necessary for quicker action and refund.
Q8. What if HDFC freezes my account after reporting fraud?
Ask for written clarification; freezing without notice violates RBI’s customer protection policy.
Q9. Is an FIR mandatory to claim refund from the bank?
It helps, but even without an FIR, banks must act if reported promptly.
Q10. Can I sue HDFC Bank in consumer court?
Yes, for mental harassment and service deficiency.
Q11. What details should I include in my RBI complaint?
Transaction ID, date, FIR number, bank response, and your contact details.
Q12. Does RBI refund money directly?
No, RBI directs the bank to refund after verification.
Q13. What is the time limit for reporting unauthorized transactions?
Within 3 working days for full protection.
Q14. Can cyber police trace fraudsters behind the transaction?
Yes, especially if linked to UPI or online wallet accounts.
Q15. What proof should I keep after reporting fraud?
Email copies, FIR acknowledgment, and SMS screenshots.
Q16. Can my account stay frozen indefinitely?
No, banks must unfreeze after due verification and KYC checks.
Q17. Who is liable if a bank system is hacked?
The bank bears full liability for internal or system-based breaches.
Q18. Can Choice4Voice.com help in fraud recovery cases?
Yes, by publishing verified consumer complaints and guiding on RBI escalation.
Q19. What should I do if the police do not respond?
Send a written complaint to the DCP (Cyber Cell) and attach FIR details.
Q20. How can I protect my HDFC Bank account from future fraud?
Enable two-factor authentication, use strong passwords, and monitor statements daily.
