Disconnecting the call while talking to credit card customer care executive without answering the query?

Question

While approaching the customer care through customer care number, executive is lifting the call & listing the query and asking us to hold. Post holding for around 10 minutes without resolving my serious query they are disconnecting it which is not the correct way to help.Also all the executive are not aware of the procedure being followed.

Answer 1

Hi Vishal,

Do not tolerate this type of misbehaviour more so when Banking is a service industry. Please follow the below steps :-

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

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 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 within your jurisdiction (either through letter or email), whose website is https://bankingombudsman.rbi.org.in/