Sir,
Sub: Complaints on credit cards
Credit Card No: 4129 0380 8474 2608 herein after referred as “A”
5543 7480 8674 7166 herein after referred as “B”
9356 5008 0948 3514 herein after referred as “C”
4196 0749 4605 2595 herein after referred as “D” issued in lieu of “B”
Card “C” is a loan account and hence no monthly transactions on it.
I have been holding SCB card for more than 16 years. Till date if you could have a look at my accounts, you can understand the credit worthiness of me. I am one customer who used to pay the entire amount due every month on the due date. I was not having any problem till October.
In October statement an amount of about Rs 1200 was noticed towards insurance charges on card “A”. On enquiry I was informed that I have taken some insurance. I have neither taken any policy nor signed any document for any policy nor received any policy from your side. But to my surprise I was debited. I preferred the complaint over phone and settled the amount excluding the insurance amount for which no consent was accorded by me. It was informed to your people and I was told that I would not get the debit in future. But the surprising element is the amount was not withdrawn from my account. None of your people have given any reply for this till date. So whenever I received the statement I started paying only for the purchases leaving the interest arbitrarily charged by debiting my account without my consent. This continued for about 5 months and then I stopped using the card “A”. Your machine can naturally not understand the customer grievance and it was sincerely debiting interest and service charges on the erroneous debit made by your people. But the surprising fact is that none of your people could understand the customer complaint.
My natural doubt on this
How can you debit my card account without my written consent?
If a wrong debit is noticed or found out it is expected to be revised by you but it was surprising that no action has been taken at your end.
Whether you have any system of monitoring a customer complaint?
OR everything is being handled by your BPO operators?
Why no responsible man from your side was sent to have a listening to customer complaint in spite of repeated request?
It is not fair to expect human relations from an organisation like you.
Problem II
Please have a look at your statement dated 15th September.
Total amount payable Rs 10, 368.17
Amount payable on Card “A” Rs 3, 253.85
Amount payable on other cards Rs 7, 114.32
I settled with a cheque for Rs 7, 115.
The problem started when I received the statement of 15th October.
Drama in 15-10 statement
For the card “B” I was charged
• Late fee Rs 350.
• Interest 437.67
• ST on late fee and interest to the extent of 100.87
• A sum of 888.54 was overcharged on card “B”
• An amount of Rs 301 was debited to card “B” and given credit to card “A”
• Total excess debit is 1, 189.54
For the card “C” I was charged
• Late fee Rs 350.
• Interest Rs 43.26
• A sum of 393.26 was overcharged on card “B”
Total excess debit amounted to 1, 698.87
Total amount payable (including excess debit of 1.698.97) Rs 24, 695.69
Amount payable on Card “A” Rs 3, 057.51
Amount payable on other cards Rs 21, 638.18
I settled with a cheque of Rs 21, 639. The apportionment of the amount was clearly written at the back of the cheque.
So, there is no question of interest for short payment
Debiting a card and crediting a disputed card is highly arbitrary. I politely preferred complaint to you authorities and they requested to make the payment in full and the adjustment will be done in the next statement. For your mistake I paid excess than what should be paid for which you bankers are not going to pay any interest. You know the habit of taking the interest and not paying.
In the meantime, I misplaced my card “B” and requested for a replacement. Accordingly I was provided with a card in lieu of card “B” bearing the number “4196 0749 4605 2595”
Drama in 16-11 statement (INTERVEL SCENE)
I was given credit only for interest, late fee and the service Tax thereof but not for the arbitrarily transferred amount of Rs 301 from my card “B” and card “C”
Your data entry operator failed to apportion the amount between card “B” and “C” for my payment towards the statement dated 15-10. He has credited the entire amount to card “B”. That means overpayment has been made into the “B” card account. It is high time for you to have a check at your credit card software. Only your software writer could perhaps explain the methodology of calculation of interest on your credit card. Your software has charged an interest of Rs 675.53 on my card “B” when the statement shows more payment than due. Wonderful! I will be extremely happy if any of your personal could explain the methodology.
Most wonderful is the way your software has calculated the ST. 12.36% of 675.53 is Rs 83.50. Your system has calculated Rs 87.59 as ST. I presume this excess amount of ST may be on the fuel charges. The Services charges if shown separately may be more helpful.
Excess charges in card “B”
• Interest Rs 675.53
• ST Rs 83.50
• Excess Rs 759.03
Since the entire payment for the statement dated 16-10 was credited to card “B”, the following excess debits were made in card “C”.
For the card “C” I was charged
• Late fee Rs 350.
• Interest 183.57
• ST on late fee and interest to the extent of 65.95
• A sum of 599.52 was overcharged on card “C”
Total excess charges Rs 1358.55
I was charged
Card “A” 3, 567.24
Card “B” including “Interest for more payment than due” 4, 390.87 (5, 279.41-888.54)
Card “C” including “Interest, Late Fees and ST” for wrong posting at SCB 8, 384.31
Card “D” 1, 938.03
Total Payable 19, 168.99
The following routines were again carried out. My pending on telephone charges to you, for your irregularities runs to several hundreds of rupees. As usual your helpline was contacted. I asked your person “Sir! Can any one from your side call me”. He politely, humbly said “Sir, I am extremely sorry. We can only receive calls but not make calls”. So for phone charges also Standard Chartered Bank exploits its customers.
• SCB helpline contacted
• Humble reply
• My complaint was taken.
• SCB has no good habit of giving the revised bill.
• I was asked to pay only for the purchases deducting the overpayment made in October.
• As usual I made the full payment on card “B”, “C” and “D” in the following manner,
Total Payable 19, 168.99
Less Card “A” under dispute 3, 567.24
Towards Card “B”, “C”, “D” 15, 601.75
Excess charges in the statement 1, 358.55
Payable 14, 243, 75
Amount paid 14, 244.00
Settlement effected for more than due amount. So no question of interest.
Drama in 15-12 statement (NEVER ENDING CLIMAX)
The combination of October and November attacked.
• Late payment charges are levied
• Interest charges are levied
• Arbitrary apportionment from one card account to another. Card “B” to card “A”.
• Wrong apportionment of the payment sent.
• Amount remitted toward live settlements were adjusted towards disputed card “A” and more interest charged
Same old routine exercises.
• SCB helpline.
• No revised statement.
• How much to pay is a big question mark.
• Due date is fast approaching.
• This time one of your bank was approached for a change.
• He atleast listened to me after making me to wait for more than an hour.
• He has well understood the mistake committed by the system due to lack of application of mind
• He pleaded his inability and addressed a mail.
• He asked me to address you a mail.
• Hence this mail.
• Tale lengthier than the great epics of India
• No solutions arrived.
PLEAD
• It will be highly appreciated if one your person goes through the mail with empathy.
• In the meantime I may be allowed to pay for the purchases made during the previous period with out interest as stop gap arrangement.
• A complete review may be made and a solution offered.
• I am ready to offer the fullest co-operation to you.
• I will be interested to see one of your people coming in person as a part of customer service. Far fetching dream!
If the plead is unheard
• Exploitation may be the habit of SCB but definitely not me. My track record is sufficient. My Class I services will speak more about me if you do not want to go into my details.
• I will as usual send the cheque for the purchases effected as shown in the statement dated 15th December.
• I will continue to make the payment only for my purchases as shown in your statement till 31st January.
• If my grievance is not attended to by 31st January I shall stop using your card “D”.
• So there may not be question of payment.
• You will be losing one of your most trusted customers.
• If your person visits me for the amount as shown in the statement, he will face the music. You will be seeing my power then.
With regards
Zackia Ferhath jehan
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