HDFC Bank
Bureaucracy

1. HDFC Bank has 3 levels of Management the Aditya Puri level, the Branch Manager Level and the Peon Level. The people who fall in between have absolutely no power and show their unhappiness with the customer by erecting bigger and bigger bureaucratic barriers.

2. Their ATM machines have been bought in a junkyard sale. When you insert your card you hope like hell your card will pop out in one piece. The machine makes a sound like it is chewing up your card.

3. You are supposed to be able to get upto Rs. 20, 000 on your Debit Card, ATM machines routinely have a Rs. 15, 000 limit.

4. Their Investment Advisors have a average lifespan of under 6 months in the Bank. They have now been tasked with the responsibility of handling customer complaints on the Banking side like Citibank. Unlike Citibank, the banking side of the business gives only grief to its customers. As a result instead of growing the investment side of the business, they are busy getting a earful from their customers due to shortcomings on the retail banking side.

5. You can order a cheque book by phone with a Debit Card and a PIN but not with an ATM Card and a PIN.

6. I had an account with the bank for almost 8 years when one official suddenly asked my what my annual income was and told me it was required under the KYC norms. I asked him if I had to produce a salary certificate or a copy of my tax returns. He said no that was not required but I had to indicate my annual income. I said in that case he should write my annual income as Re. 1. I hope his bureaucratic approach and the irony of my response was not lost on him.

7. They do not have a Customer Service Manager with adequate authority and muscle within the organization. I have complained on over 10 occasions and each time things have never progressed beyond the standard, automated email response.

8. Their web banking is probably the worst I have ever used. They ask you to change passwords every 3 months in the mistaken notion that changing passwords 4 times a year, enhances security. The only way they can enhance the security of the bank is by surrounding themselves with a 14 feet steel barrier. Effectively that is what they are doing by pissing their customers off. I know several HNIs that have moved on to other banks.

9. Puri should take a look at his Mickey Mouse, shoestring operation and spend some of his profits on improving ATMs, Branch Comfort for the Customer, Customer Service, IT operations and a Complaints Manager with a Board position.

10. ICICI Bank, Citibank and some of the smaller upcoming banks like Yes Bank, Ratnakar Bank etc will be eating Puri's lunch sooner than he thinks.

Company: HDFC Bank
Country: India
State: Maharashtra

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