Pathetic customer service?

Question

Bank customer service is really pathetic. There were a series of repeat transactions on 2 nd Jan and when I called to block my card immediately the call centre agent told me that there is a server issue and because of which the repeat transactions have taken place. The call centre agent told me not to block the card and promised that the problem is at his end and will be resolved by themselves . Now when I checked the balance credit I realised that the repeat transactions are not reversed. I call the call centre and she said that she can't help me in this regard I had to write a mail !! Then went do you have a call centre !! The call centre agent also said that they don't call back ..How ridiculous !! I've paid money to get this credit card and I am subjected to this kind of horrible Treatment in your bank.  Kindly resolve the issue and call me back !!

 

Answer 1

Dear Rajat,

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.

I understand your concern. I cannot figure out the nature of multiple debit transactions referred in your mail. Be that as it may. The fact remains that your bank cannot debit your account without your express authority. You have stated that the Call Centre executive of the bank admitted the disputed debits to be erroneous and would be reversed. In this regard, you have the right to know background of such debits and the bank cannot take shelter behind technicalities. If the transactions were induced by the bank, albeit due to technical problems, it goes without saying that reversal of the transactions is the responsibility of the bank.

You must go to bottom of the issue by raising it with Nodal Officer of the bank through email or letter. In case the alleged unauthorised transactions are not reversed and no satisfactory explanation is offered for the fiasco, you should escalate the matter with the Banking Ombudsman for such clear deficiency of service. Contact details of Nodal Officer can be found on the bank's website. For address of the Office of the Banking Ombudsman, Area of Operation (jurisdiction) and the procedure for lodging complaint, you may access the website https://bankingombudsman.rbi.org.in/

As regards your Call Centre experience, you  have to bear that these are operated on standard procedures and there will not be any call back. These limitations are unavoidable. 

 

Regards

 

J R Mohandas