HDFC may be rejoicing with their Biggest Boss winning a Prestigious Award from ET NOW but, ironically, the quality of service and integrity of the bank is shameful.
On 5th September at 3-55PM IST, I had this ordeal with the HDFC ATM machines at the First India Place Branch in Gurgaon. I used my ICICI ATM card at this HDFC ATM machine.
I tried to take out 5000INR and the machine only delivered 4000INR. I tried another transaction from the same machine (after the guard told me this will be reversed to my account after I raise a complaint with ICICI)... at the second attempt I tried 8000INR and I got only 3000INR...
The problem was typically a mechanical fault with that particular machine's Slot through which the Notes are delivered, because the notes were getting stuck at the slot and never came out as one single bunch, rather the notes were coming out as a scattered bunch and I half the portion of few notes were stuck under the Flap on the Slot, which I had to pull out.
I called HDFC Customer Care and they asked me to call ICICI and then ICICI will contact HDFC internally to sort this matter..
So I called ICICI...
First call made to ICICI at 4-37PM - SR 151295208, spoke to Jitesh, asked me to call after 6pm because the systems were not updated so he could not see the latest transactions but he could see the latest current available balance.
Second call made to ICICI at 11-19PM, spoke to TRISHNA, she raised the complaints for the 2 transactions separately with all details.
SR 151304223 - for 5000INR where I got only 4000INR
SR 151304241 - for 8000INR where I got only 3000INR
On both the calls they had confirmed that I do not need to go to the HDFC branch on whose ATM Machine I had this problem. I was also told that this will take 10-12 business days to resolve.
So now my 6000INR is at loss until ICICI and HDFC along with VISA (since this was a VISA card) sort out the matter and gives me my money back.
On 20th Sept I called up ICICI Customer Care and I was told that HDFC responded to the querry sent by ICICI stating that this disputed transaction was a successful transaction, which means HDFC has clearly denied the fact that their ATM machine was actually a faulty one OR someone had tampered the machine.
I immediately went to the First India Place Branch and spoke to the Branch Manager Ms. Gowri Karthik, who further checked my relation with HDFC (I'm an existing Acount Holder with HDFC as well). It is only after knowing that I'm one of their Customers, that her attitude towards me improved.
She assigned the task to investigate my dispute to another Personal Banking Official - Mr. Kirti Jain. I had given him a written application along with Photocopies of the ATM transaction slips of the 2 disputed transactions.
This gentleman took 2 days time and after repeated follow up phone calls he reverted stating that he had contacted their Back-End ATM team and they confirmed there was no dispute. They also asked me to get the Case Notes/ Details from ICICI Bank for the 2 Service Requests that I had raised with ICICI. So I gave them those details and Kirti Jain (the HDFC PB official) told me that he will take this forward to the ATM team. I had asked from HDFC for a formal written acknowledgement of receipt of my request / application for investigating this dispute. They had assured me that they will give me a receiving on a photocopy the written appliction that I had given them with HDFC Stamp on it. However when I again went to the same branch on 9th Oct the same gentleman was still not ready with the whatever he had promised.
The most annoying part of this ordeal was that HDFC has not given me absolutely anything in writing or any reference number stating that they had actually made any real investigation into the matter. All I get to know is from a verbal communication from Kirti Jain and the BM - Gowri Karthik. So I insisted that HDFC gives me a written communication of whatever they are saying. The BM had asked me to come to their Branch today (11th Oct by 3PM IST) and collect the required documents.
Now the best part of the ordeal is that the BM herself, told me to lodge an FIR (even when they have not provided me with any minimum evidence of any investigation being done by them) when I asked them to show me the CCTV Footage of that date and time of the incident .. this clearly shows how shameless the bank is. They will not do what they are supposed to do for a dispute and ask the customer to go to Police.
So now I will go to the Branch once again to see what they have in store for me... I will keep posting in this forum (and other such forums as well) about the proceedings... I will ensure this gets highlighted to the Top Bosses of HDFC.
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