My wife has an RBL bank credit card. On 31 August 2017 she got a text message about a transaction of $750 (Rs. 50,243.05) on her card. We had not initiated such transaction. We called the bank immediately and got the card cancelled. We also said we wanted to chargeback the said amount. They informed us that the charge back process can be initiated once the transaction shows up on the card. But we got the card cancelled immediately. They cancelled the old card and issued a new one. We waited for a couple of days and as soon as the transaction showed up on the card we initiated the chargeback process.
I am aware of how chargeback works and how professional banks deal with it because I have had a fraudulent charge on my Citibank card few years back and it went all fine then. We got the first surprise when we were asked to lodge a police complaint about the fraud transaction. In the earlier instance I did not have to file any complaint. We nonetheless filed a complaint and sent a copy to the bank. They gave us a credit for the transaction on 14 September 2017 and we thought it would be the end of it.
Then on 9 November 2017 my wife got a mail from them with the reply from PayPal where the transaction ad taken place and they gave her 7 days to continue the dispute. We did so immediately. We replied saying we still dispute the transaction also sent them a letter via courier. However, they reversed the earlier credit given. Now they want to us pay back the amount pending further investigation. This is not how fraud chargebacks work as far as I know. Even in my earlier case with Citibank, the merchant had contested the chargeback but Citibank had given me time to refute that and the credit was not reversed till my response was received. RBL bank sent another email the next day informing of the same. So we replied to that mail as well. It seemed like by sending us multiple mails they wanted to make us at fault so if we missed replying to any of them the liability would be on us.
We sent couple of mails and a physical letter and received no response from them. On 16 November 2017, my wife sent mails to their head of card services at Headcardservice@rblbank.com and the principal nodal officer of card services at Principalnodalofficercards@rblbank.com. We only got automated email replies.
We wrote to them again on 22 November to which they replied on 26 November asking us to pay the minimum amount due while the investigation is pending. This is ridiculous. The bank is utterly clueless about handling chargebacks. I should not have to pay a single rupee for a transaction that is not done by me. The transaction happened on an international website without OTP verification and we informed the bank of the same even before the charge appeared on the statement.
Calling their customer service number is a futile exercise. It is virtually impossible to talk to a human on their service number. There are long holds, and call gets disconnected often and every time you have to explain the case to a new person and their standard response is to write them an email.
Do not get an RBL credit card. If you have one, better get it cancelled. This bank just does not know how to run a credit card business.