Icici Bank Ltd. vs Amit Kr. Ghosh on 7 October, 2020
Fifth, the Forum below
failed to note that the bank officials do not permit/reject the
internet/phone banking transactions. It is done by the mechanized
system of the bank which is an automated system and responds only
to authorised password, user id, ATM Card, T. Pin details etc. Sixth,
the Forum below wrongly held, without any evidence, that the bank
officials had connived with the fraudsters and thereby holding the
appellant to be deficient in services to the respondent/complainant.
Seventh, ld. Forum failed to consider and appreciate that in Sharad R.
Khekale versus ICICI Bank Limited, Pune (FA-11/2010), the State
Commission, Mumbai, has held that 'customer was expected to keep
user Id and password numbers as top secret. He is the only holder of
the account who knows user id and password numbers. In the instant
case, request was made for transfer of amount of Rs. 25,000/- by
using correct user id and password number. The bank was bound to
follow this request since made on behalf of complainant by using
exclusive user id and password. The Maharastra State Commission
upheld the order of the forum and observed that: