Unfortunately I chose your bank?

Question

I am an account holder for the past 5 years in your bank. I have moved to US and I wanted to update my mobile number. Since I was unable to visit their branch while I was in Chennai, India, I had couriered the required form for updating the phone number to their Mumbai office on Dec 22nd, 2015. The courier was delivered on December 28th, 2015. From January 4th to till date I am communicating in emails as to why the number isn't updated. I am unsure if a mobile number change is a huge process at their end that its taking more than a month to update. This service request was raised by their customer support only. When I tried to check the status it says that there isn't any request at all. I have not received any phone call till now from their office on this. Even if I try to reach the CC person, they say they aren't the right person to connect. I was told that the documents that I have sent is lost in their office. Now whose irresponsibility is that?  1st I sent to Mumbai office;then after repeated followups I was told to send the documents to Hyderabad office. When I asked them to co-ordinate and forward the documents to Hyderabad, I am told that they don't have any documents. I am not getting any responses for any of the request that I raise. Very delayed or nil responses to emails. A process which should not have taken more than 5 days is taking 40+ days with no resolution

Answer 1

Dear Sukanya

At the outset, let me clarify that this site is designed and managed 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.

Please address your grievance to the Nodal Officer of your bank, whose details would be available on their website.  The bank would certainly respond and ensure update of your mobile number.  However, I am shocked at the irresponsibility of the officials with whom you have interacted regarding the requirement.  I'm sure the Nodal Officer would initiate remedial measures.

RAJA