Mar 31, 2011 05:13 PM
3016 Views
I have Savings Account with Axis Bank, Chennai Branch and reported loss of ATM card and requested for issue of duplicate card in the 3rd week of January 2011. Ever since I have been talking to various officials with out any effect. For the purpose of understanding, I list the events so that Public can understand the true colour of the Bank and decide accordingly.
Loss of ATM card reported on 1.1.2011.2. Applied for duplicate card in the third week of January 2011.3. While the PIN was received the card was not received. I spoke to Ms. Priya at the Radhakrishnan Roda(Chennai) Branch on 8.2.2011 and she informed that the card was received by "some one" at the communication address given by me. When I requested her to provide me the proof of delivery, she informed that she will get the same from the courier and send. She also said that she will confirm the action by 9.2.2011 which she did not.
I again called her on 9.2.2011 and got the same answer. I called her again on 15/2 and she confirmed that she will speak to the courier and revert before the close of business which she did not. I tried the branch from 17:05 hrs to 17:15 without any response.
The courier details were finally provided to me on 20.2.2011 and after verification I once again applied for another duplicate card on 27.2.2011. Along with the application for a card, I also applied for change of address. These documents were handed over in person at the Velachery Branch.
On 5th March I received the debit card and I waited till 12/3 for the PIN. I spoke to Gayathri on 12/3 who said she will "Check and revert" by evening. It never happened.7. I spoke to Soumya on 14/3 for about 10 minutes who also did not bother to respond.8. I spoke to Rekha on 15.3 for 12minuts 26 secs and she informed she will follow up with courier/Ho and revert. No action.9. I spoke to Rekha again on 15.3.2011 for 12 minutes 42 secs and she assured me that she will revert immediately. NO ACTION. 10. I visited the Branch on 16/3 and met Mr.Raghuram and explained the issues. After waiting for almost 3 hours, he informed me that he has the approval for issue of new PIN through email.11. The PIN was received on 16th evening and as instructed changed the PIN with new code, whic was accepted by the Velachery ATM.12. On 22/3 I tried to withdraw money and to my HORROR found that the card was declined with a message INVALID PIN. The case seem to be once again popping up.13. During my visit to the Branch on 16/3 I also understand that change of address request was not effected. I understand that though the request was received at the Radakrishnan Salai Branch on 28/2, and handed over to a clerk on the same day, action WAS NOT TAKEN till 15.3.2011.14. Subsequently to my surprise I got another PIN on 24th March and the debit card is working.
I have the following observation/comments:
- This is strange that Axis bank could deliver(if at all it is) such importnat document like the Debit card to "Some one" who may not have authorisation to collect .2. Your official Ms. Priya and others like Gayathri, Souwmya, could take such a callous approach/attitude to customer grievance- I see no difference when compared to a govt.dept.3. Last two months I am unable to operate my account.4. There seem to be a clear lack of accountability( as stated above with regard to my change of address request).5. From my own observation at the Branch I see there is a lack of both skill and will in your employees and it seems they just'while' away at the cost of customers leaving things to happen on its own.6. On the whole my experience with Axis Bank is terrible and I have been going through lot of mental agony and elevated blood sugar level as each and every interaction with your people have been quite frustrating.
Therefore I will wait for 24 hours and will exercise any or all the following options:
- Close my account( both FD and SB).2. Bad mouth about Axis Bank's service in sites like customer.com and mouthshut.com3. Approach appropriate forums for redressal of greivance
The choice of bringing back the customer confidence lies with you
Vijayalakshmi.
