customer services - HDFC
I am at loss of words to describe the apathetic attitude shown by HDFC.
I was sold a policy by one of the executives (on 27-28 January 2010) advising that the policy is from HDFC, instead of any TP like Bajaj Allianze etc. so I can be rest assured that service would be world class and being an a/c holder of HDFC would ensure that I do not face any ssues.
The free look-in period of the policy was 45 calender days (6-weeks) As I never received any policy till 1st march 2010 (i.e. 30 days) I decided to give a call back for update. To my horror the policy documents were not dispatched at all till 17-18 Feb (i.e. 3-weeks knocked off my look-in/waiting/cooling period). Add another week for postal delays and a weeks time to understand the things & then to call them back for clarifications/cancellation. A deliberate act by HDFC to not to allow me to revert on time
To get the exact date of so called dispatch of the documents I had to literally plead with the executives. Once the date was provided it was quite apparent that things are deliberately delayed by HDFC so as to not to let any customer cancel any of the policy.
I was assured (on 01/03/2010) that policy being cancelled I can expect the refund for the complete policy amount sans the administrative charges viz Rs 350/-, to which I agreed. However the real shock came a week later, when I received a call from Vikrant (from Recover/Debt Team). He sternly told me that the previous caller has misled me and had lied about cancellation of my policy.
He advised me to pay 2150 immediately towards balance due & he would waive off the late payment charges. He also provided me his mobile no. 9250148541 to get in touch with him whenever I needed. Believing in all that he said, I cursed the previous caller for making false promises & paid Rs. 2150/- in cash at Sec-50, Noida.
To my horror I once again received call on 9-10th April from Ashi Bhatnagar from recovery team. In a very intimidating manner she said that the previous caller (Vikrant) has misled me and had lied about cancellation of my policy. She also confirmed that Vikrant had not waived off any charges which he had promised last month. As expected Vikrant didnot pick up the calls.
The most appreciable thing in the whole fiasco is that each caller blames the predecessor for making false promises/commitment and then moves ahead to promise you the moon. One of their line supervisor Love Mehrotra/Malhotra promised me that he would be back withen 15 minutes with solution to the issue (on 14/15 April). What a fool I was, I should have remembered that supervisor of all the previous liars has to be a greater/better liar than his juniors. Kudos to HDFC for fair selection of such (inspiring) leaders.
Mediclaim Policy which was supposed to be cancelled on 1st march 2010 has not been cancelled till date, hence putting me under tremendous financial loss.
I have lost my peace of mind because of threatening calls from their recovery/debt department. My blood pressure level has shot upto 180/130, which is far above the normal. I had to take off from work for a week because of their shortcomings.
Since the policy was not cancelled in March-2010, because of deliberate act of the caller who took my call, I have been forced to pay premiums for the ensuing 3 months. Please reason out as to why should I bear the brunt of your negligent attitude.
What went wrong ?
The caller who took the request for policy cancellation on 1st march 2010, failed to act upon it
The Card continued to be loaded with monthly EMI and resultant late payment charges
What can be done ?
Since that it has been accepted that the initial request was not adhered to, the policy will now be finally cancelled (Will it be, or I am still taken for a ride) and monies refunded to card division, why should I be asked to pay for someone else shortcomings/negligence
What do I need ?
All dues added on a/c of this policy should be reversed.
All late payment charges should be reversed.
HDFC should compensate me for not being able to attend office for a week, due to mental agony caused.
**** Please find attached the response received after Love (supervisor) took the call and assured the prompt revert **
From: "SumanH.Goyal@hdfcbank.com" <SumanH.Goyal@hdfcbank.com>
Sent: Tue, April 20, 2010 10:20:19 AM
Subject: Hdfc bank credit card payment due
Mr. RAJENDER SINGH SAYAL
Re: Your HDFC Bank Credit Card # 5176521008171805
This is with reference to the above mentioned card account.
We observe from our records that your card is currently over due. We would like to inform you that there is an outstanding amount of Rs. 67,826.32 as on date on your card account. we request you to kindly effect immediate payment of Rs. 4,660.59 to avoid further levy of charges.
Please do get in touch with our Debt management Executive at the following number for any further clarification.
Ph : 01142200414, 9350631702
Assuring you of our best attention always,
HDFC Bank declared 'Best Private Bank in India' in the Euromoney Private Banking Survey 2010.
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