Nov 10, 2020 02:00 PM
3336 Views
Dear Axis Bank Team,
I am writing this on behalf of my wife who is an account holder(Account Holder in the Axis bank(Branch: Mahalaxmi, Paldi), A/C Number 91901007850xxxx, Customer ID number 893351440, My Register Mobile Number.
I wanted to bring the recent incident and a pathetic experience to your notice that has affected my wife's mental & physical health. Recently, she made a credit card(Axis bank credit card holder: customer last four digits of credit card 9350) payment using your Axis Bank's App for the amount of Rs.37684.6on(Date: 11/9/2020) which did not go through at your end but the amount was debited from the account. Hence, we waited for 48 hours before complaining as a standard time frame for the amount to get processed or get credited back to the source account. Unfortunately, the amount wasn't reversed even after seven days then she had to visit your Axis Bank's Branch(Mahalaxmi, Paldi).
After sharing the instance with the staff the case was escalated to the Operation's Manager who then blamed the spouse for not being vigilant before making the payment and claimed that she's been conned. Though she confirmed multiple times that she ensured no other 3rd party application was used to make the payment and it was only Axis Bank's App. She's been asked to contact the CyberCrime team which in return made her wait an entire day in the Police Station that affected her mentally.
Not only this, the staff and the branch operation team member(NAME: Jeshal Shah) was rude and had no sense of how to speak to a woman and help a customer during these pandemic periods where people are more worried about their savings. Rather than help and listen to the entire case they only know how to blame the user and claim their transactions as FRAUD. Also, the branch Manager(NAME: Niraj Kansara) was least bother to understand the issue and asked to follow the Cybercrime procedure without even a basic check that could've helped identified the amount right away, which was stuck within the Axis bank's server.
I appeal to your team to take strict action against such staff / Managers that are disrespectful, ungrateful, and unloyal to their work and the customers. For your reference, please note the complaint ID(CCIRU 180920728294) that was raised on(DATE: 18/09/2020) with CyberCrime against this issue and under the pressure of your branch staff members. Post this instance, I visited the branch and scolded the manager(NAME: Niraj Kansara) for not taking this case seriously and making my spouse run the entire day from Bank to Bank & Police station to Police station, which had such a bad impact on her mental health. The Manager accepted that he wasn't attentive while the complaint was raised. After warning them for their lethargic behavior the money was instantly reversed within a couple of hours, but still not reflecting in my account balance.
My question to the entire Axis Bank, are you guys even trying to understand how your branch staff members are behaving with the customers? Do they have a sense of responsibility, towards their Job, Customer Satisfaction, Customer Money, etc.? Does the customer's feedback/complaint count? Due to the delay in resolving this issue, my credit card issuer has penalized me with an additional interest amount of Rs.2714+ late payment charges for not clearing my card bills on time, does Axis bank going to compensate me for my loss and overlook my Cibil report that got affected due to this incident?
The outcome of this Feedback / Complaint from the entire Axis Bank Team that
I am expecting is an apology for their lethargic behavior towards their loyal customers, the monetary compensation that was charged to me due to the delayed card bill payment, and strict action against the staff members of Axis Bank Branch(Mahalamix, Paldi). Looking forward to a positive response.
