Mr. Pankaj Sharma,
Senior Vice President,
Service Quality,
Axis Bank.
Sub: Reference Complaint Form (as attached)
Dear Mr. Sharma,
I am a Priority Banking member, as per my welcome kit, and I had approached Mr. Shreya and Mr. Sarfaraz in the Vile Parle East branch to have a new Debit Card issued as my existing card was cracked on the magnetic strip. This happened on May 16.
I was asked to fill up a form and after doing so, I was told that the card would arrive within 7 working days.
When I had not received the card by May 26, I tried to call Mr. Sarfaraz, but he did not answer any of my calls. Post which I spoke with Mr. Parvez, the Branch Manager, and was assured of some action. Mr. Shreya called me on back, stating that I had signed the wrong form, as apparently the system did not recognise me as a Priority Banking member. Hence, I had to visit the branch again, where I was assured by Mr. Sarfaraz that the account would be converted back into a Priority Banking account and that the Debit Card would be hand delivered to me on Tuesday, May 31.
When I did not hear from either of them on Tuesday, I tried calling Mr. Sarfaraz, but he did not take my calls either on Tuesday or Wednesday, post which I was forced to call Mr. Parvez again. I did not receive a call from anyone regarding my card, and I once again called Mr. Sarfarz on Thursday, June 2. He promised to get back to me, and then promptly did not take any more of my calls. I received a call from Mr. Shreya stating that that the card would take another 2-3 working days.
Mr. Sharma, I am totally appalled at this lack of support and inability for anyone in your organisation to stick to committed deadlines. This is totally unacceptable and I wish to know your views on the same.
I await your response. I am, by copy, sending this correspondence to Mr. Parvez.
With unfortunately no more regards for Axis Bank,
Ishmeet Chandiok
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