Aug 26, 2013 03:57 PM
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HDFC Bank has suspended its Netsafe VCC (Virtual Credit Card) service without any notice to customers for the past six months. This service, which is part of the bank's bouquet of services promised to customers when they open an online account, has been suspended by the bank without assigning any reason. All the website says on its page is that the service is undergoing a revamp.
It's unbelievable that the bank can take six months to revamp a particular online service, that too, by disrupting customer transactions in the process.
As a customer, I have tried my best to reason with the bank and ask them why they have stopped this online payment service which is verified by Visa/MasterCard Securecode which hundreds of customers have found immensely useful when doing online shopping.
However, the customer service representatives refuse to give clear reasons to why the service has been stopped, except to keep repeating the same message from their website -- "temporarily unavailable as necessary technical enhancements have been initiated for improved customer experience & security."
Not once have the customer reps looked into the matter or speed up work on their "technical enhancements", or even provided us with a clear date as to when services will resume. As the customer wastes a lot of time and money getting in touch with the bank's representatives for various service deficiencies of the bank, it is important that the customer representative is trained to provide clear answers without obfuscation and continuous dilly-dallying.
I believe that this kind of insensitive and obtuse customer representative attitude coupled with the high level of service deficiency is unfortunate and not something to be proud about.
It is also a good idea to come clean with reasons as to why certain customer-friendly services promised to customers are withdrawn without notice or explanation, and such a practice would be customer friendly and ethical. I request HDFC Bank to be worried about such complaints even if their customer representatives aren't.
