Ill-behaviour of customer reps?

Question

Dear Sir, I am very disappointed to write this mail to you as this is against your one of the employee Mr. Nitin Trehan in sector 18 Noida branch. The behavior of your employee was very rude and careless. I don't find him suitable for facing and handling any kind of customer interaction. I am describing my experience with him as below. Please cross verify the incident with the CCTV camera that was placed there on the time I think that my entry timing might be the factor which increase the frustration level of the employee. But as there was 10 minutes left in the bank closing so I thought to complete my long pending banking work at that moment. I visited the branch at aforesaid time and met Mr. Trehan. I requested him to change my account type from corporate ace salary account to normal saving account. He asked me first whether I have the address proof of Noida or Not. I told him that I have DL of my permanent home. He responded as you don't have the local address you need to visit the account opening branch which is in Gurgaon. I asked him whether he can give me in written that it's a mandatory to have local address of Noida if I am visiting Noida Branch. Mr. Trehan was clueless and confused at that time. He confirmed this with his colleague and then was ready to take my documents. He then asked me to give one Id and one address proof. I gave him my driving licence and my pan card. Now his confusion starts again and he asked to give some other address proof as bank does not consider the DL as address proof. I said him that I don't have other address proof right now and if this is mandatory can you give me in written that DL will not be considered as address proof. Mr. Trehan was confused again and his behavior was quite annoying. He again reconfirm this with other colleagues and they suggested to accept DL. Now when he tried to take xerox of the documents, these were somewhat faded. He again refused to take my docs and denied my request. One last time I asked him to give me in written that you can not take xerox of government provided DL. This time he was quite stubborn and started to give me the reason in written. I was making the video of all his behaviour during this interaction. As soon as he noticed that I am making the video from my Mobile his behaviour easily changed. At this moment another employee Mr Vishal intervened and take the xerox of my documents easily. Mr. Vishal was looking very skilled and experienced in handling this kind of situation. He easily sorted out my request. Dear Team, I dont have any personal grudge with Mr. Trehan but I wrote the whole incident because I don't want to interact bank customer reps like Mr. Nitin Trehan who just not spoiled my time in resolving the request but also forced me to rethink about changing my banking activities with I am sure if such kind of representatives I will have to deal with in future, I will prefer to shift my all personal banking activities to bank with which I have never ever had trouble. I hope Mr. Trehan will learn a lesson with this incident. Hope a positive and assurance reply from you soon. Attaching the pic of Mr. Nitin Trehan with which I had this incident. Hoping he did not give the false name or If i might not listen properly or some innocent employee could not be misunderstood. Thanks & Regards Prashant Ahuja

Answer 1

Dear Prashant

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.

The behavioral issue of the employee should have been immediately brought to the notice of the branch in-charge.  Alternately, you can write to the senior management of the bank, whose email / contact details would be available on their website.

RAJA