Hi there,
Some of Public Sector Banks, started aping foreign banks - outsourcing- cutting customer service through providing 'self service' boxes etc.
Result, recently in one of the branches of Public sector bank, all the cheques dropped in the box, which is outside the locked premises of branch, with nor secutity gurad, were stolen. Result,many who had dropped cheques of huge amounts, had BIG problems.
Though every bank 'claim' personalised service, when steps are taken to prevent from customer entering the branch, the so called 'personalised' thing just dis-appears.
s.n.surkund
--- On Sat, 1/24/09, xavier prabhu <xavier@prhub.com> wrote:
From: xavier prabhu <xavier@prhub.com>
Subject: Re: [prpoint] Beware: Customer un-friendly ATM systems of Kotak Mahindra Bank and HDFC Bank
To: prpoint@yahoogroups.com
Date: Saturday, January 24, 2009, 9:26 AM
Dear all, this is a fairly widespread issue which is not confined to sectors. here are a few have faced: - few years back without dispensing cash at its atm in richmond road was still debited the same from my account by citibank and they refused to accept any complaint as I did not have a receipt which needs to come from the same machine which had the issue - citibank once deducted excess amount from my account for loan emi even after the loan closure and had to fight to get that back with visits and mails and faxes - ICICI charges for internet banking password whether you receive the courier or not the moment you make the request; this year have paid 4 times despite not even once using it and now am fighting to have the bank credit it back; have no choice as it is mandatory for tax filing - Airtel has the worst call drop rates across Bangalore and have had hundreds of calls dropped right in the heart of Bangalore but still get billed for it - For my credit card payment will drop it in boxes provided by the bank but will still get billed late payment fee and interest many a time simply because the bank says they have not received it; by the way no bank provides a receipt for dropping it in the box and you are at their mercy (citibank, standard & chartered, american express), so it is not just one player - Had once couriered flight boarding passes that too overseas to Kingfisher center, it is a po box, I get no receipt and they said they could not do anything and post six months they said it is too late - Had miles in my air sahara account which could not access nor redeem, they got acquired by jet and asked jet to move it to my jet privilege account; simple answer - they had expired and they cannot do anything; that did not have any means or communication is on deaf ears it is a long list. and across sectors. particularly large companies. regards, xavier
On 1/24/09, Raghavachari Desikan <raghavachari. desikan@gmail. com> wrote: Dear mr Srinivasan, This is not the first time such a response is generated by the banks. It will not also be the last time such things happen. We have jumped into high tech banking operations without putting in place answers to all glitches. It is sad but true, we always put the cart before the bullocks. This happens in every sphere of activity. And also, we learn to break the rule set forth by regulators. Many RBI rules and instructions, I am told are not followed. What RBI does to audit the banking institutions, including all branches is not done. In the olden days even kings used to go in disguise to see if the system of Governance worked. I am not suggesting that RBI officials disguise themselves, and check. From the desk of senior officials, they can use an instrument called PHONE, call a bank and check how effectively and efficiently the Bank officials work. In the seminar we conducted on banking we opened the seminar with a live recording of of how a customer is asked to press 1, 2, 3, 4 and again 1,or2 etc for a few minutes. These days when the cost of a call is based on the seconds used, are the RBI, banks and others colluding with each other to squeeze rupees out of consumers by lengthening phone calls. I fail to understand.What is the use of a regulator, if impotent? What is the use of a customer relations officer if he cannot speak honestly to a consumer? In India we like to be personal, we like to talk to a living voice on the other side of a telephone but not a cold, indifferent voice in bad English or un-understandable Hindi. I would suggest that all you members of this group, write to as many officials, including banking Minister, Secretary Finance, RBI governor and his several deputies, the chairman of all banks. I am sure Srinivasan will be able to create an exhaustive list of bank officials and allow you to use it. The only thing that seem to have effect in this country now is MASS CONDEMNATION through every source of communication. For your information we at Consumers Association of India (CAI) do attend to all the complaints Regards and all the best.
Raghavachari DEsikan
Founder
Consumers Association of India
2009/1/23 Prime Point Srinivasan <prpoint@gmail. com> 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@gmail. com>
Date: Fri, Jan 23, 2009 at 6:24 PM
Subject: Customer un-friendly Kotak mahendra Bank and HDFC Bank
To: Prime Point Srinivasan <prpoint@gmail. com>
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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