u/duskybliss

I’m seeking legal advice regarding what happened with my father and an HDFC Bank credit card employee.

My father visited HDFC Bank to check his credit card usage and get the remaining balance converted to EMI. The only reason for visiting was to get the interest amount waived off.

An HDFC employee, Archana K. (name changed), who was already in contact with my father, called him and asked him to urgently visit the branch to install a credit-card-related app. She asked him to bring his credit card and phone.

At the branch, she had access to both.
On 10 August 2026 around 12:19 PM, an unauthorized transaction of ₹28,998 was made to:
RAZ*FINRELIABLE TECHNO, GURGAON

My father did not make this transaction. The OTP/transaction SMS was also missing from his phone.

On 19 August, around 4 PM, another transaction of ₹11,498 was attempted with the same/related merchant when my father again handed his card and phone to her. It failed because the OTP was delayed and the available limit was only around ₹11,400.

On 20 August, she again asked my father for an OTP. Thankfully, he did not share it.

What I discovered and did so far: from 31 August to 10 September:
I visited the branch and checked the CCTV, which clearly shows my father’s phone in the employee’s hands. The local branch didn’t help us much.

I escalated the complaint to HDFC’s Grievance and Nodal authorities.

I also registered this on the Cyber Crime portal. I received a call from them, but there has been no update as such.

Till date, there has been no action and nothing has been done.

The employee has repeatedly asked us to withdraw the complaint, saying she will return the money. She is also allegedly using local MLA/MP connections to put pressure on us.

———————

Another suspected fraud discovered on 10 September:

While checking my father’s statements, I found another unknown transaction involving an insurance company, dated 3 June.

I initially did not connect it to the employee and disputed it separately.

The Nodal team helped us figure out that the insurance was in my father’s name, but that was it.

I initially thought that maybe the bank had taken an insurance policy in his name because he had a large amount to settle on his credit card, similar to how banks sometimes insure loans.

However, I still had suspicions, so I contacted her. During the conversation, she admitted that she had told my father about the insurance purchase. But my father doesn’t remember any of this, especially because he already has health insurance.

She told us that a health insurance policy had been purchased and that my father knew about it. He doesn’t.

She also admitted the following:

The mobile number on the policy is her own. She said she wanted to get it updated later. No email ID has been added either. I don’t even understand how one can buy an insurance policy without Aadhaar details. It has been around four months, and she still hasn’t updated the number.

The address does not match my father’s. She also confirmed this.

We don’t have the policy documents, and she has never provided them to us.

Auto-pay was enabled on my father’s credit card. No OTP or transaction SMS was found on his phone. The only email we found was an HDFC email confirming the auto-pay enablement. We found no communication from the insurance company.

HDFC’s higher authorities have so far assured us that action will be taken against the employee and they are trying to recover the money.

But honestly, dealing with this day after day has left me exhausted, harassed, and mentally drained.

Initially, the employee was asking us to settle the matter by taking the money back and withdrawing the complaint.

But now I have discovered another suspected unauthorized insurance purchase in my father’s name, with mismatched contact/address details and auto-pay linked to his credit card.

At this point, I don’t want to simply take the money back and let the matter go.

One after another, I have discovered transactions/products that my father says he did not authorize.

I now want to understand whether we should take legal action against both the employee and HDFC Bank, and what the correct procedure is.

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I’m posting this about what happened to my father with HDFC Bank. He isn’t very careful with his credit card usage, so he visited bank to check his usage and convert remaining balance on EMI.
Only reason to visit bank was to get the interest amount waived off.

An HDFC Bank employee, Archana K (name changed), called my father and urgently asked him to visit the bank to install a credit-card-related app. She insisted that he bring his HDFC credit card and phone.
He was in touch with her from before.

My father visited the branch, where she was present and had access to both his card and phone.

After this, an unauthorized transaction of around ₹28998 was made to RAZ*FINRELIABLE TECHNO, GURGAON on 10 August around 12:19 PM.

I checked his cc statement today and figured this out. Also the OTP/transaction SMS was missing.

The same merchant was attempted again for around ₹11,498 on 19 August at around 4 PM, when my father visited the bank again and handed card and phone to her again. Note: he never mentioned to us that he did handed over card and phone to bank employee again and again.

The transaction was not completed because the OTP was delayed and also remaining limit on his card was 11400 only.

My father then told me about the OTP issue, and I told him never to share an OTP with anyone.

He visited the bank again on 20 August, and she again asked him for the OTP. Thankfully, he did not share it.

We are concerned because my father had only handed his physical card to her, and she was present with him at the bank when the first fraud happened. Where amount was actually debited from card.

The amount is quite big and we are unable to pay bills only. Our whole family is quite stressing over this. Need serious help and advice.

What should we do now?

Is money even recoverable after 20days?

Called customer care and reported. Anything else can be done.

TL;DR: My father handed his HDFC credit card and phone to an HDFC employee, Archana K, at the bank. Afterwards, unauthorized transactions of ₹28988 was done to RAZ*FINRELIABLE TECHNO, GURGAON inside the bank premises. After 9 days she again attempted for ₹11498 inside the bank only. But the transaction was not successful as otp msg was delayed and cc limit was 11400 only. She later asked for an OTP again on next day bank visit, which he did not share. We suspect fraud and need advice on what to do next.

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