The Deputy General Manager,
Catholic Syrian Bank,
Zonal Office,
New Delhi
Re: Highlighting serious lacuna in the information flow at CSB Ludhiana
My resentment cannot be expressed in words when it has come down to the service provided to me by your Ludhiana branch, ever since I opted to open a Savings account at the said location. The whole thing started with a more than long delay in obtaining Debit Card service because of repeated returning of the communication carrying the PIN mailer. My whole office team happened to receive it in time but me. When notified of the same, the team at CSB Ludhiana behaved indifferently and every time I was told to wait till the next communication arrived. When, after months of wait, in September, I received my debit card, one night when I was hospitalized, the card refused to work because the PIN was obsolete. The branch team behaved oblivious of the situation and told me to wait more till I could obtain yet another PIN for my ATM card.
Now, when I received the new PIN again, the card would not work because allegedly the card was damaged during the time I waited for my PIN to arrive. I, once again chose to cooperate and wait till ANOTHER card/PIN could arrive in my mail. I happened to travel to the National Capital for 10 days on some medical contingency and when I requested CSB Ludhiana’s assistance with access to my account, I was plainly told to use the Delhi Branch of CSB to withdraw cash using my cheque book. As the CBS network prevails all across, it happened to be the end of discussion. One fine day, precisely on 7th day of October, I was rushed to hospital for some emergency treatment but unfortunately I ran out of cash the very day. All I could do was to take a transport to the CSB branch on Connaught Circus and seek a withdrawal. There, ALAS! I was made aware that I need to activate another service on my account to withdraw from branches outside Ludhiana. When I rang up the Ludhiana branch, at first the assistant manager (Viraaj) tried helping me out and put me on an indefinite hold till he could revert. But next in line was a blunt NO by the branch head, saying that he could not do a thing because I needed to walk in to the Ludhiana branch to get a service activated that I was never made aware of by Niyonika Tiwari, the employee of CSB Ludhiana who even helped me with addresses of branches of CSB in New Delhi. I explained my medical emergency to the manager on the telephone (the call was made in front of the manager of CSB New Delhi branch), he behaved arrogantly and said he could not help! I had to rush to a local acquaintance in order to obtain aid to cater to my urgent requirement for the day. This set of troubles caused me time, money and a lot of embarrassment that cannot be put across through this very communication.
I wonder that is this the tradition on which you are running the financial institution which proclaims itself to be one of the fastest growing bank in the industry? If yes, I would be worried and would suggest you the same too. If no, I need an urgent response to this whole incident/accident that took place with a customer who did a blunder by trusting the words of CSB Ludhiana. A copy of the complaint shall be forwarded to the Consumer Empowerment Center in case I fail to get a response in 7 (seven) business days.
With a shattered trust,
CC: Manager, CSB Ludhiana
0 comments