Gurugram: In a significant relief for a cyber fraud victim, the District Consumer Disputes Redressal Commission, Gurugram, has directed Axis Bank to refund ₹2.34 lakh to a woman who allegedly lost money in an online scam. The Commission also ordered the bank to pay an additional ₹52,000 towards compensation for mental harassment and litigation expenses, holding it guilty of serious deficiency in service.
Fake Website Renewal Email
According to the complaint, the woman received an email related to website renewal and made two online payments using her Axis Bank credit card. She allegedly paid ₹1,20,751 and ₹1,13,979 to an entity before later discovering that she had fallen victim to cyber fraud.
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The complainant stated that she immediately informed the bank after realising the fraud and requested that the disputed transactions be blocked or reversed. However, despite repeated follow-ups, the bank allegedly failed to reverse the transactions or provide effective assistance.
Bank Held Deficient In Service
After hearing the matter, the Commission held the bank responsible for serious deficiency in service. It directed the bank to refund the disputed amount of ₹2.34 lakh to the complainant.
The Commission also awarded ₹30,000 as compensation for mental harassment and ₹22,000 towards litigation expenses, taking the total additional relief to ₹52,000.
The order also provides for interest, with the refund amount carrying interest if the bank fails to comply within the stipulated period.
Consumer Rights In Cyber Fraud Cases
The Commission observed that banks have a responsibility to safeguard customers’ interests and take appropriate action in cases involving disputed or potentially fraudulent transactions. It noted that when a customer reports such incidents promptly, the bank is expected to investigate the matter as per procedure and provide appropriate assistance.
Renowned cybercrime expert and former IPS officer Prof. Triveni Singh said cybercriminals frequently use fraudulent emails related to website renewals, KYC updates and payment verification to deceive victims. He advised users to verify every email, website and payment request before making any transaction and to immediately inform their bank and cybercrime authorities if they suspect fraud.
Cybersecurity experts believe the ruling reinforces consumer rights in cyber fraud cases and highlights the importance of accountability where a bank is found deficient in providing services. They also noted that the outcome of each case depends on its specific facts, evidence and circumstances.
