Worst customer care?

Question

Hi, The bank customer care is so pathetic, in order to connect to an executive they put you on hold for 9-10 minutes, and start some waste recorded offers over and over again. Customer care is supposed to help customers to solve issues, not to create another problem.
 

Answer 1

Hi Noorain,

From your mail, I am not able to understand whether it should be considered as a suggestion or a complaint (you have not mentioned any specific issue). If you have a valid issue and have been aggrieved by the Bank's non-response / bad attitude,

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.

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)

Answer 2

As regards hold time at Call Centre, please report the matter to the nodal officer-grievances whose coordinates are available on Bank's website.

 

Thanks and regards

 

Deepak