No response from merchant team?

Question

Nov 17, 2015 Return of Swipe machine This is regarding the requests I have made numerous number of times for returning of card swiping machine. It's been over two month that I have spoken to your merchant team for almost 15 times. Requeat number 141311015. They never provide me a reference number. The above mentioned number was the one that I asked from one of your merchant customer service supervisor in mumbai Sebastian. He promised me that the swipe machine will be picked up within 3 working days and then within next 2 working days I'll get my refund for the security deposit. I had this conversation three weeks ago. After two weeks I have spoken to another supervisor named Kiran and she promised it'll be picked up within next 2 days. I have all the call recordings in my phone and this is the last time I am contacting you. Please if someone can look into this and arrange the pick up of the card swipe machine from the address as mentioned and refund my security deposit. If this won't work then I'll be forced to take some legal action against  Bank and will also write an email to RBI informing them about the way I'm getting treated by your customer service team and not providing me with a resolution. It's not my duty to chase up on a daily basis just to get this little thing sorted. And your team doesn't even bother to call me back with a resolution.  Looking forward for a favorable response. Regards Himanshu Aggarwal  (Director) Simplify Holidays

Answer 1

Dear Himanshu

At the outset, let me clarify that this site is designed by a group of Senior Banking Professionals to assist Bank Customers at large to provide guidance for resolution of any complain/query/grievance in respect of financial services. This site does not belong to any Bank or a regulator, which may please be noted.

It is really sad that inspite of your repeated calls and lapse of 2 months time, the merchant team officials of the bank are not picking up the machine and refunding the security deposit.  Please complain to the senior management of the bank / BO, whose process is given hereunder for your ready perusal.

1.    Go to your Bank’s website and search for grievance redressal (or similar name) button and submit your complaint online.

2.    If you do not receive any reply / satisfactory reply within 10 days, lodge your complaint with the Nodal officer of the Bank (either through email or letter)

3.    If you do not receive any reply / satisfactory reply within 10 days from the Nodal officer, lodge your complaint with the Principal Nodal officer of the Bank (either through email or letter)

4.     If you are still not satisfied with the reply / do not receive reply from the Principal Nodal officer within 10 days, lodge your complaint with the Banking Ombudsman (either through letter or email)

RAJA