Unknown charges and employee behaviour?

Question

My name is Rhythm Shah. The account opening form didn't say about charges for SMS Alerts and hence I opted for that and now, I was charged Rs 17.10 for SMS alerts and DC INTL POS TXN MARKUP+ST was also applied for Rs 27.47 when I only swiped once at a Local Restaurant in past 2 weeks. It was applied earlier too. I emailed asking if I can use the card at an international PoS as I was already in Australia and I received a reply saying I can use but when I did, the tranx was declined. I went at the home branch asking for the details and while I was waiting in the queue, the guy at the counter was accepting passbooks from people who just entered. When I asked that guy that we're in queue too, he gave ma an angry look and then when I asked about my queries, he was being rude and I was told 'why hassle for Rs 20-30'. It's the money we earn by working hard. I haven't heard any other bank charging for swiping debit cards. I know you guys have charges for swiping at petrol pump and such places but also a local restaurant? I'm not happy with bank services.

 

Answer 1

Dear Rhythm

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.

Instead of queuing up, please walk into the branch manager's room and handover a written complaint, seeking details of the charges and also reversal, since you feel that they were levied unnecessarily.  In case, the home branch is not responding satisfactorily to your complaint, you may choose to complaint to their management, as per the process given here under.

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)