Never Subscribe to Any Standard Chartered Service. Review on Standard Chartered Visa Credit Card

Hi,

I did not expect this kind of response from an escalations team. I understand the terms and conditions governing my credit card. I have cards from more than 5 different banks and I am fully aware when the interest charges and late payment is charged and I am aware of the different modes of payment.

Firstly about the late payment charged on all the 3 cards in my account.

I have paid the due amount on 16th November which was the due date for the payment, the said amount got debited from account on 16th. In my statement which has got generated, it shows that I made the payment on 16th. It is irrelevant to me how long the bank system takes to update it. I am more concerned about this because I have been making the payment this way for the last one year for all my 3 accounts and also for my uncle’s account . I was never charged any late payment fees. You can check the history of my payment if you want. Even if you suddenly realized or your system started working now you should give an exception to the customer for the first time. And technically, all the accounts listed above are one account. I am paying almost 3000/- for a way that Standard Chartered manages things. I am amazed about the stubborn attitude the bank has about this. You should look at the history of the payment and also the usage of the customer and give the exception. I thought I am a premium customer that is the reason I had asked for a waiver of the late payment fees and also the card replacement charges. But I have realized that the bank is looking for only short term gains, policy and procedures and not the customer’s relationship with the bank.

I had a similar experience with SBI and I make the payment online through Bill Desk just one day before now and they are OK with that. I know you have your own policies and procedures but it’s about retaining the customer and customer experience. The late payment charges are small part of the transactions I do, but by refusing to reverse and also acting stubborn and reminding me about the terms and conditions you have given me a preview of things to come if there's an emergency or an unforeseen and genuine reason, I am not able to pay or there is some miss-communication with the bank.

I am very angry with the way you and other departments keep reminding me about the terms and conditions. I got a call from the customer service also the other day and he also kept telling that I signed a document which binds me to make sure the payment reaches the bank on time. Do you talk to the customer who is angry and frustrated about the terms and conditions, laws and rules?

I think you have pushed this thing a bit too far and as I have mentioned before, I am not really comfortable the way the bank is treating me and talking about terms and conditions. I will arrange for the full payment and clear the dues on my card and cancel my cards with the bank. I will also make sure that all my relations do the same. Rest assured that I will never subscribe to any of the bank products again=

Dear Mr. Kumar,

This is with reference to your e-mail dated December 02, 2013

We regret the inconvenience and distress caused to you during your earlier interactions with the Bank. We sincerely thank you for your patience and persistence; it has helped us reinforce internal efforts to avoid reccurrence of such instance in future.

A review of our records, in accordance to your request your card ending 0593 has been blocked with effect from December 02, 2013.  We have initiated the replacement of your card ending 4745. The replaced card will be sent to your mailing address shortly. We solicit your patience and understanding in the interim period.

We wish to state that when the card plastic is replaced, card replacement fee of Rs.250.00 will be debited to your card account. Accordingly debited in your card account ending 4745.

We are concerned to note the feeling of dissatisfaction expressed in your query with regard to levy of Financial Charges towards your card account.

Please note that as per the statement dated October 2013, the total outstanding dues in your card ending 2352 was Rs.15, 827.03 towards which we received a payment of Rs.6, 000.00 on November 19, 2013 which is after the payment due date. Hence, the financial charges were billed to your card account as per the terms and conditions specified in the Important Information Document attached with your monthly statement.

Please note that as per the statement dated October 2013, the total outstanding dues in your card ending 4613 was Rs.3, 815.49 towards which we received a payment of Rs.3, 900.00 on November 19, 2013 which is after the payment due date. Hence, the financial charges were billed to your card account as per the terms and conditions specified in the Important Information Document attached with your monthly statement.

We regret our inability to reverse the financial charges debited to your card account.  The charges has been debited as per the terms and conditions specified in the Important Information Document attached with your monthly statement.

Please note that, the online payment like Visa Money Transfer, NEFT( National Electronic Funds Transfer) and Bill desk will be applied to your Credit Card Account within 3 working days from the date of payment. It is therefore advisable to make payments at least 3 days prior to your payment due date in order to avoid Late Payment Charges.

Assuring you of our best services always.

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Hi,

I am very upset with Standard Chartered. I misplaced my card ending with: 0593 on the 01st Dec 2013. I called in the afternoon and got the card blocked, the lady whom I spoke to said that she will send the reference number for blocking the card to me on my registered mobile number and email as I did not have a pen handy, then she said she could also replace the card and there will be a fee of Rs.250/-. I asked for a reimbursement and she said it’s not possible and I left it at that. I never got a reference number. Today morning I spent about 45 minutes on the phone to confirm whether the card is blocked. The department which blocks the card confirmed that the card is blocked but said I have to speak to customer care to replace the card. They would transfer the call to the IVR and the call would get routed back to them. I had to spend 45 minutes on the IVR, when I asked for a escalation or a supervisor the associates refused to escalate the call. They told me I am making a big issue of nothing but they would not replace the card or escalate.

I came back home and called the customer care after checking my online account. To my surprise the request to replace the card was already there and no one informed me about the same in the morning. Another shock was that there were late payment charges on my Manhattan card, Loan Card and the Balance transfer card. The due date for the payment was 16th November 2013, I made an online payment on 16th Nov, which takes 3 days to reflect in your system but that’s the way I have been making payment for almost one year. Now when I asked Suraj to take a request to waive of the charge he bluntly refused. I asked for a supervisor and I was given a response that there are no supervisors and he would arrange a call back within 24 hours. How can you change your system suddenly and expect the customer to be aware of it.

My uncle used to use a Standard chartered card 10 years ago, he had similar issues with Standard chartered and there were lot of famous stories about pathetic customer service and how your collections department spoke rudely and abused the customers then, because of which Standard charted almost closed in Hyderabad. I was pleasantly surprised when I had got a Standard chartered card now with the customer service. But I think the GOOD customer service was just in the initial days after the re launch of the brand and you are reverting to your old ways. I am considering closing all my cards and would advise my family members also to do the same. I am sure they would do it.

The reference number for the same are below:

For replacing the card: 201312002322

For Call Back: 201312014213