Aug 22, 2010 09:59 PM
3225 Views
(Updated Aug 22, 2010 10:01 PM)
With the backing of a solid parent like HDFC Limited, one would naturally imagine that the service of HDFC bank would be along similar lines.HDFC bank is always at pains to explain that they do not have any link with their parent, HDFC Limited and they are a separate listed company. How one wish that this could have been otherwise.! It is a classic case of what happens when one expands rapidly without having the necessary systems and procedures in place-just having a call centre with a few employees wearing a headset is not going to help you retain your customers.
It all started when I wanted to open a salary account about two years ago.They wanted a copy of my marriage certificate as this was to be joint account with my wife.I had already given them a copy of my wife’s passport as a proof of identity.Apparently this was not in accordance with the bank’s norms for KYC! All was well till my wife’s debit card got damaged in May this year and she wanted a duplicate card, an apparent simple procedure.Here’s what’s happened since 17th June, 2010 when we first recorded our request:
-Called on their Powai, Mumbai branch and gave a written application for issue of a duplicate card. I was told that only request to the call centre are acceptable for issue of duplicate card.
-Called up their call centre on the same day( 17th June 2010) and was informed that the card had now been blocked and a duplicate card would be issued within 7 days.
-In mid July 2010 a call to the personal banker assigned to me revealed that no request for a duplicate ATM cum Debit card could be located in the system and a fresh request for card had now been entered in the records. Customer representative came with the papers and got these signed at my residence.
-An email from my internet banking account to the bank in end July 2010 elicited a reply that no details of a duplicate debit card application could be traced in the bank’s record.
-In end July, 2010 to an enquiry on why the duplicate card had still not been issued, I was told that another form would have to be filled in. A second representative came and got another set of forms signed.
-On 20th August I got a call from the call centre that according to the bank’s record no request for blocking the old card had been received and they were therefore unable to issue the duplicate card.
The saga of getting a duplicate debit card continues.It appears that HDFC bank has lost it, I wish this was an isolated incident but my gut feeling is it is not.
