[Resolved]  Citibank India — Suvidha Account No [protected]

This is to bring to the notice of CITI Bank of INDIA (DELHI) for suvidha account NO [protected], on 16th of March 2008, I have ordered a Pay Order (DD) in favour of GREEN FIELDS SCHOOL for Rs 7, 000/- which I was required to submit for the admission of my son, from the machine installed in the ATM of Citibank. The machine provided me the receipt saying that I will get the DD in 3 working days.

On 18th of March 2008, I called CITI Bank (PH #[protected] to get the status of my DD, the Citibank telephone executive informed me that the DD has already been dispatched and I will get the DD today.
She also provided me the detail of courier and their contact number. The detail was,
DD was dispatched through way bill no 55745 through ABC Xpress couriers and the contact number of courier is PH # [protected].
I further called Courier Company he gave me another number saying since the courier is for MUNIRKA so you call our South Extension branch on PH # 30684586. Again I called the south EX courier branch and they conveyed me that they have returned the courier back to Citibank on Monday evening i.e on 17th of March to Mr. GAURAV as they were not able to trace my address.

On 18th March 08 I again called Citi phone office and requested the executive that since the courier is returned back to their Gurgaon branch and my office is also in Gurgaon so I am ready to collect the DD personally from CITI office, He raised an ticket number # [protected] and gave me the address of Gurgaon CITI bank branch and told me to collect the DD today after 5.30 today.
(Citibank address as per him, CITI BANK Ground Floor, DLF square, M block Jacarandra Marg, DLF City, Phase 2, Gurgaon. PH.# 2565757)

At around 4 o clock I called the DLF Citibank office on phone number 2565757 and they responded me that they do not handle these types of cases I should speak to citi phone office. I again called citi phone and narrated the entire story to a person named IRFAN he told me that “my case will be looked after 20th of MARCH 08, and the person who have raised the ticket for this did not informed you and we are sorry for that.” I requested the executive that you have done the confirmation from the courier company that the courier has been not been dispatched so please do the STOP PAYMENT of the DD and transfer the amount in my saving bank so that I will go to Citibank personally and get the DD prepared. But Citibank never looked into my request and he assured me that I will get a call from CITI bank by 19th March and they will solve the problem.

Further to inform that I was not having the adequate balance in my account so I have taken loan of Rs 10, 000/- from Citibank (Ready Credit) @ 26% p.a. for the admission of my child. I am paying the interest on the amount which I am not using it because of the mistake of Citibank. I had gone through deep stress and mental tension as I am not having money for my child admission and the loan which I have taken is also going in waste because of the mismanagement of Citibank.

On 19th of March 2008, I again called Citibank this time I had a altercation with the executive named DIPTI and again I requested her to please cancel the DD or do the stop payment she refused she told me that you go to the Citibank branch and write a letter for cancellation they will cancel the DD when I requested her to give this in writing through mail she refused to do so and again she assured me that by 19th March end of the day I will get the call from Citibank who will sort out my issue. Till 8 PM I did not got any call from Citibank again at 8.30 I called Citibank and at that time all the Citibank lines were busy so the automated machine took my cell number and gave the message that Citibank will call me today by the end of business hour. Even though I did not received any call from Citibank.

On 20th morning when I called Citibank this time I spoke to Sweta she told me that Citibank has received the DD at their DLF office and I can collect the DD from there today. She further told me that she will arrange the call and accordingly I can plan and collect the DD by the end of the day today. Till 12 PM I did not received any call from Citibank, I again called Citibank luckily this time also Sweta was on line and after doing the verification she assured me that she is checking the status at her end and she will call me within 20mts.
Till 1.45PM I did not received any call from Citibank I again called Citibank and narrated again the entire story to the new executive and at the same time I requested her if she can help me to speak to Sweta, but she refused after going through the entire detail she told me that I can collect the Draft today from DLF office of Citibank, and she gave me the Citibank numbers as # 2565757 and 4186001 and told me to contact PARUL CHAWLA.
She also requested to take my govt approved ID as a proof than only she will hand over the DD.

I was not having the ID at that point of time but just to get confirmed and convey to Parul that she should keep the DD with her I will come to her office with an ID proof and collect the DD. But when I called Citibank on the above mentioned numbers there was no one who could pick the phone. After trying several times one guy picked up the phone and told me that there is no one in the office.
Finally I went to Citibank office on 24th March 08 and picked up the draft after 8 days.

I would like Citibank to answer my below queries and compensate me:-

1. Citibank should not charge any INTEREST on the amount of Rs. 10, 000/- for the period 17th March to 23rd of March 2008.
2. The Citibank should also reimburse the amount for man hours time, and phone charges which I have spent to get the DD.
3. Since the issue of DD takes an hours and as per Citibank I was supposed to get in three working days why I have not got the same even they were not able to trace my address but I was I touch with them, since they were failed to deliver the DD on time Citibank should be suitably charged for that so that in near future there type of mistake will not be repeated.
4. I have gone through very bad days due to shortage of money and for the admission of my son and further loss of DD has further made me tense and it stressed me a lot because Citibank was completely failed to satisfy the customer
5. I was getting letters and couriers on the same address even from Citibank from last 2 years I have the proof of those envelops.
6. Why the Citibank never called me since I was following rigorously for my DD and even after the assurance of citi phone officers that I will get the call on 19th and than on 20th.
7. Citibank should also be penalized because I was not able to admit my child on time as well as I am not able to buy the books on time which my son should have utilized during this school holidays so I should also be compensated for this.

I will request that Citibank will look into the above query and compensate me suitably and hope in future they will have better system and will not harm any of his valuable customers.

Regards,
Sandeep