card and dispute the transaction. Despite the swift action, the transaction was processed and the funds debited. Mukherjee stressed that he never received a One Time Password (OTP) for authorization. “I have been using this card for more than two years, and my spending never crossed Dh9,000. For a high-value transaction to be processed without an OTP is alarming,” he said. Customer’s Plea Following the bank’s instructions, Mukherjee filed a dispute form the same day. However, he claims that responses from the bank have been dismissive. “The bank knows the merchant and delivery details, yet no resolution has been offered. This loss has deeply affected my family and my mental well-being,” he told Gulf News, urging that his case be highlighted to protect other consumers. Bank’s Response In a statement, Gracy Abraham, Assistant Vice President and Head of the Customer Care Unit at Mashreq, confirmed the bank’s findings: “It appears that the customer was the victim of an OTP compromise. Protecting our customers from fraud is our top priority. Information on safety practices is continuously shared via our website, social media, SMS, and emails. Our investigation showed the transaction was securely processed through a digital wallet. In line with guidelines, the dispute was declined, and the customer was advised accordingly.”