A/c No:01841000095358 Dear Sir

with HDFC bank

I would like to draw your attention to the trailing mail exchanged with your bank in connection with a fraudulent ATM withdrawal of Rs 15,000 with my debit card held with your bank. The chronology of events is as follows: 1. I noticed, on checking my accounts particulars on-line on 30th May that a withdrawal of Rs 15,000 had taken place from ATM from my account on 23rd May. I was in possession of my debit card and had never lost it. I have never shared the PIN No with anyone. Surprisingly, I never received a SMS alert for the transaction. 2. I immediately had my debit card hotlisted and disabled my online account immediately. I then made a formal complaint to HDFC bank regarding the fraudulent transaction. 3. I was informed that the transaction had taken place in a Bank of Baroda ATM at 72, M.G.Road. I registered a FIR with the Jeevanbhimanagar police station and submitted the original FIR to my home branch at CMH road, Bangalore. 4. I tried to find the Bank of Baroda ATM at the address I was given and was surprised to learn that there was no such ATM at the address furnished to me. I immediately contacted HDFC bank and was later informed that the address given earlier was wrong and that the transaction occurred at Indiranagar ATM of Bank of Baroda. I approached the police station to find out the status of their investigation and they informed me that the address they were furnished by HDFC bank was wrong and I informed the police the correct address. The policeman concerned was very angry as to why they were made to go on a wild goose chase by the bank. We asked this question to the bank as to why misleading information was given to the police and never received a satisfying reply. 5. On Bangalore Mirror of 18th June, there was an article on how a gang of people had skimmed off information from debit card and cloned the same and drawn money from ATMs without knowledge of the debit card owners. However, the HDFC bank personnel are in denial that what has happened to me is not a fraud but compromise of the PIN No. 6. All the responses from the bank about their investigation only verified the validity of transaction and not about any fraud in the transaction.

My questions are as follows:

1. Why was I (and the police station) given the wrong address by your bank where the transaction had occurred? 2. Why was nobody from the banks investigation team aware that the address of the ATM was wrong? 3. What is the validity of a fraud investigation which did not account for place of transaction? 4. It appears that there was a deliberate attempt to come to a conclusion that the transaction was the consequence of my negligence and my repeated reminders to them that they were in denial about the fraud was falling on deaf ears. The fact is that my faith in the security you offer your customers is shaken and feel betrayed by your bank. I request you to look into the matter and redress my grievance immediately. I also would be grateful if the lost amount is reversed back to my account.

Regards R Bhanumthi

Mail exchanged with your bank:Dear Ms. Bhanumathi: This is in reference to your email dated 17th June 2012, received at the office of the Principal Nodal Officer, Mr. Ratan Kumar Kesh, regarding cash not received but debited from your HDFC Bank account ****8583 for an amount of Rs.5000/- and Rs.10000/ while trying to withdraw the same from a Bank of Baroda ATM on 23rd May 2012. At the outset, our sincere apologies for the inconvenience caused to you. We wish to inform you that as an HDFC Bank customer, when you transact at a non-HDFC Bank ATM, the transaction is routed through ATM networks authorized and governed by the RBI. As per the extant RBI guidelines, disputes pertaining to non/short dispensation of cash need to be resolved by way of Charge Back, wherein the card issuing bank raises a chargeback on the acquiring bank whose ATM was used to conduct the transaction. The

acquiring bank has to revert with a valid proof in the form an ATM Log indicating that the funds were successfully dispensed failing which the customers account will be credited within 7 working days from the date of complaint. Furthermore, as per the network operating guidelines, the ATM log is sufficient and conclusive proof of successful cash dispensation. We would like to inform you that immediately on receipt of your complaint, we had raised a chargeback vide reference number NFS331108 & NFS331109, in response to which we have received a valid proof from them indicating that the funds have been successfully dispensed. The same has been forwarded to your home branch. The status of the above complaint was also communicated to you through SMS on your mobile and also through a letter which was sent to your mailing address. As a service gesture we have once again raised this case with the acquiring bank and have requested them to confirm successful dispensation of cash by providing some additional proof. The acquiring bank is expected to revert by 9th July 2012. We will update you as soon as a response is received from the acquiring bank. With respect to your request for the CCTV footage, we would like to inform you that as per the network operating guidelines, the acquiring bank is not required to provide the same. However, on a best effort basis we have requested them to provide the same. We will update you as soon as we receive a revert from them. We appreciate your patience in this regard. Warm Regards, Tejali M. Customer Service Manager (Office of the Principal Nodal Officer) HDFC Bank Ltd. C Wing, Trade World, 11th Floor, Kamala Mills Compound, Senapati Bapat Marg, Lower Parel, Mumbai 400013.

From: To: Date: Subject:

Bhanumathi <bhanumathi_r@dataone.in> 'Grievance Redressal' <Grievance.Redressal@hdfcbank.com>, pnohdfcbank@hdfcbank.com 06/17/2012 11:51 AM RE: 'HBL=015-694-085' Grievance Redressal Form - PNO-0612-413-MP

Dear Sir

You are still in denial that the incident was not a fraudulent transaction and apparently you have decided to embark on the easier path of pinning the blame on me and moving on. Obviously, your stand has been the same from day one and I feel let down by your bank. While the police investigation till date has not revealed any clue to suggest a fraud to have been committed, I have no choice but to wait for the outcome of their investigation. My husband (Shanker Ramaswamy SB A/c No 1841050008583) is a classic customer with your bank and has been banking with you since the year 2000 and I would expect you to reverse the fraudulent transaction. I do not intend to let the matter rest at this stage since it is my hard earned money that has been lost and the faith I bestowed in your banking system compromised by a fraudster. Obviously, you have not protected the interest of your customer and my faith in your bank is shaken. Regards Bhanumathi From: Grievance Redressal [mailto:Grievance.Redressal@hdfcbank.com] Sent: Saturday, June 16, 2012 12:11 PM To: bhanumathi_r@dataone.in Subject: RE:'HBL=015-694-085' Grievance Redressal Form

Dear Ms. Bhanumathi :

Thank you for your patience and co-operation. We value your relationship and thank you for banking with us. We are in receipt of your complaint with regards to the transactions made through your Debit Card number # *****7156 linked to your account number ***5358. We take this opportunity to share with you the details of this case. We would like to inform you that the debit entries in your savings account(s), which shows withdrawals, have been made using the Debit Card and PIN at the ATM. The said PIN is privy only to the customer and except the customer nobody else can access the Debit Card and draw funds without the knowledge of the customer. Further the said PIN needs to be kept discreetly by customer without the same being shared with any person or persons as it may result in the Debit Card being misused. The misuse of the Debit Card in ATMs cannot happen without a possible compromise of PIN number. Based on above information provided, the liability for the said transactions lies with the customer. However, we offer our support to provide all required details that could be useful for any investigation/ natural progression of the case.

We have addressed your grievance in a fair and equitable manner as per the policies and guidelines laid down by the bank. Looking forward to your continued patronage & support. With regards to SMS alert we would like to inform you that we have checked with the concern department and found that the same was delivered successfully to your mobile number ending with **5832. In line with our focus and commitment to Customer Service, we trust that this Grievance Redressal Cell has addressed your grievance in a fair and equitable manner and the issue has been resolved to your satisfaction. If you are not satisfied with the resolution, you may write to our Principal Nodal Officer Mr. RatanKumar Kesh at HDFC Bank Ltd., Trade World, C Wing, 11th Floor, Kamala Mills Compound, Senapati Bapat Marg, Lower Parel, Mumbai-400013 or E-mail at pnohdfcbank@hdfcbank.com or Fax at 022-42197125. Alternately you can call at Tel: 022-30961541.

Warm Regards, Devendra Malhotra Officer-Grievance Redressal Cell HDFC Bank Ltd.

Dear Ms. Bhanumathi: This is in reference to your email dated 17th June 2012, received at the office of the Principal Nodal Officer, Mr. Ratan Kumar Kesh, regarding cash not received but debited from your HDFC Bank account ****8583 for an amount of Rs.5000/- and Rs.10000/ while trying to withdraw the same from a Bank of Baroda ATM on 23rd May 2012. At the outset, our sincere apologies for the inconvenience caused to you. We wish to inform you that as an HDFC Bank customer, when you transact at a non-HDFC Bank ATM, the transaction is routed through ATM networks authorized and governed by the RBI. As per the extant RBI guidelines, disputes pertaining to non/short dispensation of cash need to be resolved by way of Charge Back, wherein the card issuing bank raises a chargeback on the acquiring bank whose ATM was used to conduct the transaction. The acquiring bank has to revert with a valid proof in the form an ATM Log indicating that the funds were successfully dispensed failing which the customers account will be credited within 7 working days from the date of complaint. Furthermore, as per the network operating guidelines, the ATM log is sufficient and conclusive proof of successful cash dispensation. We would like to inform you that immediately on receipt of your complaint,

we had raised a chargeback vide reference number NFS331108 & NFS331109, in response to which we have received a valid proof from them indicating that the funds have been successfully dispensed. The same has been forwarded to your home branch. The status of the above complaint was also communicated to you through SMS on your mobile and also through a letter which was sent to your mailing address. As a service gesture we have once again raised this case with the acquiring bank and have requested them to confirm successful dispensation of cash by providing some additional proof. The acquiring bank is expected to revert by 9th July 2012. We will update you as soon as a response is received from the acquiring bank. With respect to your request for the CCTV footage, we would like to inform you that as per the network operating guidelines, the acquiring bank is not required to provide the same. However, on a best effort basis we have requested them to provide the same. We will update you as soon as we receive a revert from them. We appreciate your patience in this regard. Warm Regards, Tejali M. Customer Service Manager (Office of the Principal Nodal Officer) HDFC Bank Ltd. C Wing, Trade World, 11th Floor, Kamala Mills Compound, Senapati Bapat Marg, Lower Parel, Mumbai 400013. Dear Ms. Bhanumathi: Thank you for giving us an opportunity to address your concerns. We acknowledge receipt of your below email received at the office of the Principal Nodal Officer, Mr. Ratan Kumar Kesh. Your concerns have been highlighted to the respective unit. We shall reply with the status within 4 working days. We appreciate your co-operation and patience in the interim. Reference number for your complaint is PNO-0612-413-MP. We assure you of our best services. Warm Regards, Tejali M. Customer Service Manager (Office of the Principal Nodal Officer) HDFC Bank Ltd. C Wing, Trade World, 11th Floor, Kamala Mills Compound, Senapati Bapat Marg, Lower Parel, Mumbai 400013.

From: To: Date: Subject:

Bhanumathi <bhanumathi_r@dataone.in> 'Grievance Redressal' <Grievance.Redressal@hdfcbank.com>, pnohdfcbank@hdfcbank.com 06/17/2012 11:51 AM RE: 'HBL=015-694-085' Grievance Redressal Form - PNO-0612-413-MP

Dear Sir You are still in denial that the incident was not a fraudulent transaction and apparently you have decided to embark on the easier path of pinning the blame on me and moving on. Obviously, your stand has been the same from day one and I feel let down by your bank. While the police investigation till date has not revealed any clue to suggest a fraud to have been committed, I have no choice but to wait for the outcome of their investigation. My husband (Shanker Ramaswamy SB A/c No 1841050008583) is a classic customer with your bank and has been banking with you since the year 2000 and I would expect you to reverse the fraudulent transaction. I do not intend to let the matter rest at this stage since it is my hard earned money that has been lost and the faith I bestowed in your banking system compromised by a fraudster. Obviously, you have not protected the interest of your customer and my faith in your bank is shaken. Regards Bhanumathi From: Grievance Redressal [mailto:Grievance.Redressal@hdfcbank.com] Sent: Saturday, June 16, 2012 12:11 PM To: bhanumathi_r@dataone.in Subject: RE:'HBL=015-694-085' Grievance Redressal Form

Dear Ms. Bhanumathi :

Thank you for your patience and co-operation. We value your relationship and thank you for banking with us. We are in receipt of your complaint with regards to the transactions made through your Debit Card number # *****7156 linked to your account number ***5358. We take this opportunity to share with you the details of this case. We would like to inform you that the debit entries in your savings account(s), which shows withdrawals, have been made using the Debit Card and PIN at the ATM. The

said PIN is privy only to the customer and except the customer nobody else can access the Debit Card and draw funds without the knowledge of the customer. Further the said PIN needs to be kept discreetly by customer without the same being shared with any person or persons as it may result in the Debit Card being misused. The misuse of the Debit Card in ATMs cannot happen without a possible compromise of PIN number. Based on above information provided, the liability for the said transactions lies with the customer. However, we offer our support to provide all required details that could be useful for any investigation/ natural progression of the case. We have addressed your grievance in a fair and equitable manner as per the policies and guidelines laid down by the bank. Looking forward to your continued patronage & support. With regards to SMS alert we would like to inform you that we have checked with the concern department and found that the same was delivered successfully to your mobile number ending with **5832. In line with our focus and commitment to Customer Service, we trust that this Grievance Redressal Cell has addressed your grievance in a fair and equitable manner and the issue has been resolved to your satisfaction. If you are not satisfied with the resolution, you may write to our Principal Nodal Officer Mr. RatanKumar Kesh at HDFC Bank Ltd., Trade World, C Wing, 11th Floor, Kamala Mills Compound, Senapati Bapat Marg, Lower Parel, Mumbai-400013 or E-mail at pnohdfcbank@hdfcbank.com or Fax at 022-42197125. Alternately you can call at Tel: 022-30961541.

Warm Regards, Devendra Malhotra Officer-Grievance Redressal Cell HDFC Bank Ltd.