Copy of the emails below would best explain my complaint...
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From: AKHILESH SRIVASTAVA
Date: Aug 10 7:06 PM
Subject: Re: Credit Card complaint
To: [email protected], [email protected]
Cc: [email protected]
Dear Manager Cardservices,
Awaiting your response!!!
Without acknowledging/responding to my below email, even today I get an email from the bank stating "... please make immediate payment to avoid your name being sent to CBIL..." Just now I tried calling your 24 hr phone banking service twice and every time waited for 10 minutes (6:30 pm-6:40 pm, IST and 6:43 pm - 6:53 pm) against the IVR option to speak to the bank executive but call terminated without connecting to anyone. Hope its not so by design?
Akhilesh
On 8/9/09, AKHILESH SRIVASTAVA wrote:
Dear Manger Cardservice,
Ref: My Complaint no 09070901921 registered over 24-hours Credit Card Bank-by-Phone service
All of a sudden I found my credit card (AAB Card No. 5415 3833 0226 7248) statement showing dues of Rs. 5, 517.53 against some thing called ‘MMT Money Saver Fee’. I was surprised to see the dues amount as for long time I NEITHER USED THE SAID CARD TO BUY ANY THING NOR ORDERED ANY PRODUCT.
I then called up 24-hours Credit Card Bank-by-Phone service (Ref: Complaint No 09070901921) and described my concern about wrong billing for unsolicited service, which I neither availed nor asked for. I felt relieved when the bank executive agreed to bank’s mistake and assured me that all charges against it will be reversed. I was also told that reversal of the charges and any late payment penalty amount on it will be done and it will reflect in the next statement.
Shockingly the bank as promised did NO follow up. On the contrary I started receiving very disturbing and harassing kind of phone calls from the bank’s outsourced collection team. These calls appear to generate from ROBOTS having only mouth and NO ears. Every time I tell them about my complaint number and request them to sink up with the bank but again and again I use to get similar call without any trace/acknowledgement of the previous call. This made me feel that
(1) There is hardly any coordination between the bank and its dues collection team.
(2) Bank’s customer support process design is UNILATERAL ignoring the credit card holder’s issues and problems faced
(3) Call history is either not maintained or not looked at.
Even today the emails received by me from the bank state about outstanding dues do not show any trace of solution to the problem conveyed during the said complaint. With such non-responsive system, waste of time and harassment I don’t think one would ever like to use the credit cards issued to him/her. Which means bank automatically fails in its very purpose of marketing such product.
Please urgently look into the matter and resolve the issue. I have not used the card for buying any goods/product/service and should therefore not be charged any money. Also please STOP this harassment by resolving it in one shot instead of dragging it. Else only option I will be left with to surrender my ABNA credit card.
Looking forward to your response and timely resolution.
Regards,
Akhilesh C Srivastava
Cell
9892204025, 9000030396
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