Apurvjaiswal
New member
- Seller Name
- Amazon India
- Company Name
- Amazon Seller Services Private Limited (ASSPL)
- Product Name
- Gift cards
- Website Name
- www.amazon.com
- Loss Amount
- 177375
- Ratings
- Opposite Party Address
- 2/497 Vivek Khand Gomti Nagar, Lucknow -226010 UP
Case Brief & Summary
Overview & Incident Summary
Complainant: Apurv Jaiswal
Bank & Account: Axis Bank My Zone Credit Card ending in **5758**
Disputed Amount: ₹1,77,375 (comprising three debits: ₹71,625, ₹71,625, and ₹34,125)
Date & Time of Fraud:** August 3, 2026, starting at ~07:33 AM IST
Merchant / Platform:** ASSPL (Amazon India), for high-value digital gaming vouchers/gift cards
NCRP Acknowledgement No.:** 33108260192319
RBI Ombudsman Complaint Ref:** N202627011031065
Chronology of Events
1. 03/08/2026: Unauthorized debits occurred while physical card was in sole custody. No OTPs/SMS alerts were received prior to or during the execution of debits. Subsequent unauthorized attempts failed due to credit limit exhaustion.
2. 03/08/2026: Immediate reporting on the National Cyber Crime Reporting Portal (NCRP).
3. 3/09/2026 & 27/09/2026: A. Non-Receipt / Interception of OTPs (Technical Glitch vs. Customer Negligence)
Emphasize that physical custody of the card was maintained at all times, and no credentials or OTPs were shared with any third party.
Under RBI Circular on Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Banking Transactions (2017), zero liability applies where the unauthorized transaction occurs due to a third-party breach/technical flaw provided it is reported within 3 working days.
Demand forensic examination of telecom operator logs, SMS Gateway delivery reports, and IP address / device fingerprinting from Amazon India to prove SIM swap, SMS forwarding malware, or gateway breach. I would like to state that I reported this fraud to the bank on the very same day of the incident (03/08/2026). However, instead of taking immediate protective actions—such as raising an urgent chargeback request or assisting me in freezing the fraudulent transactions—the bank did nothing except maintain their rigid stance that an OTP was generated and sent to my mobile number.
Key points for your kind consideration:
1. Immediate Reporting & Bank's Inaction:
Despite lodging the complaint immediately on the same day, the bank failed to provide timely support or initiate a prompt chargeback request to mitigate the loss.
2. Cyber Crime & FIR Status:
I am a victim of an online financial fraud/SIM swap/hacking incident. I immediately reported the matter to the Cyber Crime Cell on 03/08/2026 (Acknowledgement No: 33108260192319), and an FIR has been generated and forwarded to the police for investigation. The matter is currently under active investigation.
3. Financial & Mental Harassment:
I am a salaried individual supporting two children and managing multiple family responsibilities. Because the bank included these fraudulent transactions in my outstanding billing cycle, the disputed amount has unnecessarily inflated from INR 1,77,375/- to INR 1,98,778.41 due to interest charges. Recovering money from a victim while the investigation is pending is causing extreme mental agony and financial distress.
4. Customer Relationship & Track Record:
I have been a loyal customer of Axis Bank for over 10 years, maintaining a pristine credit score and an flawless repayment history across all national and international card usages.
Relief Requested:
In light of RBI guidelines on limiting customer liability in unauthorized electronic banking transactions:
1. I request the bank to grant a temporary credit for the disputed amount (INR 1,77,375/- plus interest/charges) and remove/suspend this balance from my active billing cycle until the police conclude their investigation.
2. Direct Axis Bank to stop levying interest/penalties on the disputed fraudulent amount during the ongoing investigation
B. Deficiency in Service & Unfair Trade Practice (Consumer Protection Act, 2019)
Summary Nature of Ombudsman:** The RBI Ombudsman explicitly noted that its proceedings are summary in nature and not bound by full rules of evidence. The District Consumer Commission has full evidentiary powers to issue subpoenas, demand logs, and enforce technical discovery.
* **Failure of Bank's Fraud Risk Management (FRM):** Axis Bank failed to trigger velocity alerts when three consecutive high-value transactions for digital gift vouchers were executed within minutes at ~7:30 AM, exhausting 100% of the card limit.
Overview & Incident Summary
Complainant: Apurv Jaiswal
Bank & Account: Axis Bank My Zone Credit Card ending in **5758**
Disputed Amount: ₹1,77,375 (comprising three debits: ₹71,625, ₹71,625, and ₹34,125)
Date & Time of Fraud:** August 3, 2026, starting at ~07:33 AM IST
Merchant / Platform:** ASSPL (Amazon India), for high-value digital gaming vouchers/gift cards
NCRP Acknowledgement No.:** 33108260192319
RBI Ombudsman Complaint Ref:** N202627011031065
Chronology of Events
1. 03/08/2026: Unauthorized debits occurred while physical card was in sole custody. No OTPs/SMS alerts were received prior to or during the execution of debits. Subsequent unauthorized attempts failed due to credit limit exhaustion.
2. 03/08/2026: Immediate reporting on the National Cyber Crime Reporting Portal (NCRP).
3. 3/09/2026 & 27/09/2026: A. Non-Receipt / Interception of OTPs (Technical Glitch vs. Customer Negligence)
Emphasize that physical custody of the card was maintained at all times, and no credentials or OTPs were shared with any third party.
Under RBI Circular on Customer Protection – Limiting Liability of Customers in Unauthorised Electronic Banking Transactions (2017), zero liability applies where the unauthorized transaction occurs due to a third-party breach/technical flaw provided it is reported within 3 working days.
Demand forensic examination of telecom operator logs, SMS Gateway delivery reports, and IP address / device fingerprinting from Amazon India to prove SIM swap, SMS forwarding malware, or gateway breach. I would like to state that I reported this fraud to the bank on the very same day of the incident (03/08/2026). However, instead of taking immediate protective actions—such as raising an urgent chargeback request or assisting me in freezing the fraudulent transactions—the bank did nothing except maintain their rigid stance that an OTP was generated and sent to my mobile number.
Key points for your kind consideration:
1. Immediate Reporting & Bank's Inaction:
Despite lodging the complaint immediately on the same day, the bank failed to provide timely support or initiate a prompt chargeback request to mitigate the loss.
2. Cyber Crime & FIR Status:
I am a victim of an online financial fraud/SIM swap/hacking incident. I immediately reported the matter to the Cyber Crime Cell on 03/08/2026 (Acknowledgement No: 33108260192319), and an FIR has been generated and forwarded to the police for investigation. The matter is currently under active investigation.
3. Financial & Mental Harassment:
I am a salaried individual supporting two children and managing multiple family responsibilities. Because the bank included these fraudulent transactions in my outstanding billing cycle, the disputed amount has unnecessarily inflated from INR 1,77,375/- to INR 1,98,778.41 due to interest charges. Recovering money from a victim while the investigation is pending is causing extreme mental agony and financial distress.
4. Customer Relationship & Track Record:
I have been a loyal customer of Axis Bank for over 10 years, maintaining a pristine credit score and an flawless repayment history across all national and international card usages.
Relief Requested:
In light of RBI guidelines on limiting customer liability in unauthorized electronic banking transactions:
1. I request the bank to grant a temporary credit for the disputed amount (INR 1,77,375/- plus interest/charges) and remove/suspend this balance from my active billing cycle until the police conclude their investigation.
2. Direct Axis Bank to stop levying interest/penalties on the disputed fraudulent amount during the ongoing investigation
B. Deficiency in Service & Unfair Trade Practice (Consumer Protection Act, 2019)
Summary Nature of Ombudsman:** The RBI Ombudsman explicitly noted that its proceedings are summary in nature and not bound by full rules of evidence. The District Consumer Commission has full evidentiary powers to issue subpoenas, demand logs, and enforce technical discovery.
* **Failure of Bank's Fraud Risk Management (FRM):** Axis Bank failed to trigger velocity alerts when three consecutive high-value transactions for digital gift vouchers were executed within minutes at ~7:30 AM, exhausting 100% of the card limit.