Consumer Case (HDFC Bank)

The complainant, an HDFC bank account holder, sought a reimbursement from Make My Trip for a cancelled ticket but was fraudulently debited ₹35,000 after following instructions from a customer care representative to download the “Any Desk” app. By sharing the app’s code, the representative gained remote access to the complainant’s device and made unauthorized transactions. Despite HDFC blocking the account and an investigation closing the case, the complainant filed a legal notice and a consumer complaint for compensation. The district commission ruled in favor of the complainant, granting relief, but the bank appealed the decision to the Goa State Consumer Forum.

The bench observed that the bank had taken appropriate measures by promptly suspending and blocking the complainant’s account after receiving information about the fraud, in line with RBI guidelines. It stated that since the complainant, unfamiliar with the app, voluntarily gave control of their banking credentials to a third party, the bank could not be held liable. The complainant’s negligence in disregarding net banking safeguards led to the decision being overturned, and the appeal was allowed. The bench also emphasized the growing role of banks in combating cyber frauds and the importance of robust digital infrastructure to protect customers.

Source: – Live Law
Written By: – Rajat Ranjan