Dear Mr Srinivasan,
It is really sad to hear the most unprofessional way of handling
customer. In India we talk too much about professionalism but when
comes to practice we are the most unprofessional junk. We can give
thousand excuses how not to work. Let me share my experience with
ICICI Bank (the infamous bank :( my appology for the comment to bank
management)
I have salary account with ICICI Bank and my only request was to
update the record with change of residential address and mobile
number. It took almost sixty days to change the address and till
date all transaction details sent to my old mobile number which is
not with me anymore.
This is the service standard of so called number one private bank in
India, which has roped in Amitabh Bachchan(earlier) and Sharukh Khan
(now) to promote their credibility.
I think this is high time for introspection.
R Sai Kumar
WWW.winmyindia.
--- In prpoint@yahoogroups
wrote:
>
> Private sector Banks promises sky. When a problem comes, they are
> unable handle the issue smoothly.
>
> A Chennai based journalist friend of mine Mr Judy (see his mail
below)
> gets the salary through Kotak Mahendra Bank. Kotak Mahendra Bank
> permits their ATM card users to use other ATM Machines. He wanted
to
> withdraw money from his account on 9th Jan 2009 and went to HDFC
ATM
> machine. After inserting his ATM card, he wanted to withdraw
> 14,000/-. He got the slip debiting his account. But the cash did
not
> come out.
>
> Immediatley, he lodged a complaint with Kotak Mahendra Bank, his
> banker. They had told him that it would take 45 days.
>
> When Judy telephoned to me this morning that even after 15 days,
there
> is no response from Kotak Mahendra Bank, I accompanied him to the
Bank
> to find out the problem. . The desk Manager is helpless. He could
> not give any convincing answer. They lack experience.
>
> Normally, as a matter of rules, all the Banks are required to
display
> a notice board prominently furnishing the names of senior officers
> with whom, you can appeal for redressal of grievances. Since, I
could
> not see any notice board there prominenty, I asked the Officer to
show
> me the board.
>
> The board at their T.Nagar Chennai branch was displayed 10 feet
from
> the ground, so that none could see the board. Also, the fonts were
> very small, one cannot read that. Mr Judy climed up and got the
phone
> number of one Nodal Officer by name Milind Wagle (Mumbai) with his
> mobile number 9819466365. We spoke to him over mobile to know why
> there was a huge delay in settling the issue. He could not give
> proper answer. He was only telling that Judy was using HDFC ATM
> Machine, as if it was crime. We told him that only Kotak Mahendra
> Bank had been promotimng that customers could use other ATMs
also. He
> was going on telling us "please understand our position". I was
> surprised, why a customer with a genuine grievance should
understand
> their position, instea of the Bank understanding the problem of the
> customers.
>
> Normally, in any public sector banks, you can get the contact
details
> of even the highest official like Chairman. When we asked them,
who
> were the next higher authorities, they were unwilling to give any
> contact details.
>
> Though these banks like Kotak, HDFC and others promise sky and
moon,
> when the customer gets into difficulties, they are unable to handle
> them well.
>
> On enquiry with other Public Sector Banks, we learnt that they were
> able to settle such claims within four or five days. Even if
there is
> some problem, a customer can go up to the Chairman level by getting
> the details from the branch or from website.
>
> Now, after the introduction of NEFT (National Electronic Funds
> transfer) system by all the Indian Banks, one need not restrict to
one
> bank for salary purposes. Your account can be credited to any Bank
> within India within few minutes.
>
> I am endorsing a copy of this mail to Kotak Nodal Officer. If they
> give any response, we will share in the group. I am endorsing
copy
> of this mail to Ms Usha Thorat, Deputy Governor of Reserve Bank of
> India who is handling customer grievances for the entire country.
> (Members may recall that we had even published her speech in our
> podcast)
>
> Please read the mail sent by Judy to me. (given below)
>
> srinivasan
> Prime Point
> 94440 50273
>
>
> ---------- Forwarded message ----------
> From: judy franko <judyfranko@
> Date: Fri, Jan 23, 2009 at 6:24 PM
> Subject: Customer un-friendly Kotak mahendra Bank and HDFC Bank
> To: Prime Point Srinivasan <prpoint@...
>
> The private sector banks often promises world class service and
claims
> to offer the fastest banking solutions.
>
> I too believed in this theory until this incident happened to me
> couple of weeks ago.
> on january 9, 2008, I tried to withdraw Rs 1,40,00 from HDFC ATM on
> the Anna Salai by
> using my my Kotak Bank ATM card. Since Kotak has had given its
> customers the luxury
> of using the Kotak ATM card across the HDFC ATM centres with any
> additional charge,
> I approached the ATM to withdraw money but to my disapointment,
>
> the ATM machine did not vent out cash. Though the transaction got
processed,
> and the money I wanted withdraw got debited from my balance, the
ATM did not
> vent out the money instead the money got credited in the bank.
When I
> apprached the bank saying that and narrated what happend, I was
asked
> to give them formal complaint in writing which I did and the
service
> manager at the T. Nagar branch of the bank said that that my case
was
> not the first one and they had at lease two similar cases in the
> recent past and the HDFC bank usually take maximum of 45 days to
> solve issues like that. I was wondering like why should 45 days?
>
> Again I called the service manager after couple of days and he
said
> that the HDFC
> would take would take 13 days to put the cash back to my account.
> However, when me and
> one of my friends approached the bank esquiring about the money
and
> when it would be credited, the response from both the service
manager
> and nodal officer, with whom I spoke over phone, was not positive.
> It's sad that that private sector banks which promises a lot fail
to
> deliver in times of crises.
>
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