[Resolved]  HDFC Bank Bank Ltd — COMPLAINT AGAINST HDFC BANK LTD, NAVSARI-0135 BRANCH & HR-Ahmebad

I was the ex-employee of the HDFC BANK LTD. NAVSAI-0135 branch and resigned from the bank because of the many discrimination issues and non adherence of RBI policies of the branch manager and other senior employees of the branch. Branch manager pressurized me to give resignation from the bank because I asked many question which were against the RBI policies, Bank Act and human (customers) basic rights at bank. Same was communicated to the Mr.Aditya Puri Managing Director) and Mr. Navin Puri (Branch Banking Head) but no actions were taken against the branch employees.
My personal Details:
Name: Nancy Mukeshbhai Modi
Gender: Female
Birth Date: 19/03/1990.
Contact no: +[protected]
Permanent Address : “Chandanvilla” Nr. Jain Derasar, Raichand Road, Navsari-0135. (Gujarat)
Email id: [protected]@gmail.com
Qualification: M.B.A. Finance from VNSGU, Surat[protected]Gujarat)
Designation at HDFC BANK: Management Trainee on 07/05/2012
Personal Banker welcome desk and Teller (non cash)
Employee Code: N5678
Work as: Personal Banker welcome desk 21/05/2012 to 05/03/2013
Teller 06/03/2013 to 30/04/2013
Address of branch: Nandini Complex, Sandhkuva Gate, Station Road, Navsari-0135. (Gujarat)


ISSUES
New Currency Notes;
New Currency notes issued by RBI during Diwali did not distributed to customer who inquired about the new notes to the Tellers and senior employees. Large cake distributed to the Preferred Customer, Classic customer by senior employees. (see the CCTV clippings, employees packed the new currency notes in GREEN BIG envelopes).
Instant A/c Openings: (saving, current, salary a/c and no frills a/c);
Instant a/c s are not opened in the stipulated time period as per HDFC BANK policy. (Mr. Rajesh Prajapati provided necessary documents and initial pay in of 5000/- for opening kids a/c of his Son Kishan Prajapati in the middle of the month of Dec 2012, but did not open till Jan 15, 2013. Mr. Sharma opened the Saving Max A/c (25000 balance maintenance) and completed the all procedures on Jan 2, 2013 but a/c opened on Jan 17, 2013).
Mr. Mayank Patel changed the value date in case of kids advantage a/cs without informing the customers which affect their financial planning. (Sometimes he first change the value date and then informed the customers)
When a/cs are opened with cash, initial pay-in remains with co-executives of the branch till the necessary a/c opening procedures did not completed by the Mr. Mayank Patel. As per the HDFC BANK policy, initial pay-in must be deposited by the customers at Cash Counter.
Instant welcome kit and deliverables:
Instant welcome kits and deliverables were not verified on a daily basis as per the Bank process.
I asked many times to Mr. Mayank Patel but he did not provide me proper answer for the question. Many times it happened that when kits and deliverables were out of the FRFC cabinet, neither of the custodians- Ms. Shraddha Engineer and Mr. Mayank Patel were present and kits and deliverable out of the FRFC cabinet without custodians more than one hour. (29/04/2013)
Fixed Deposits/Recurring Deposits:
Fixed deposits and recurring deposits did not booked at the same day when the customer submitted the forms. (MR. Jigar Desai submitted the Recurring Deposit form and documents on 02/04/2013 but recurring deposit booked on 17/04/2013)
Fixed and Recurring deposits were made on wrong product codes and customers lost their financial wealth.
Fixed and recurring deposits did not send by the central units to all customers mailing or permanent addresses. At branch level also, any declaration regarding duplicate receipt or customers were not receiving the receipts taken by all employees as per Banking Act. Senior employees did not inform me about this me during my job period so I was not taking the same.
Charges:
When there is any change in HDFC BANK Policies, did not inform by concerned units or senior employees to customers in the form of written communication.
Central team levied the monthly non maintenance of a/cs after two-three months.
When there is change in minimum balance requirement of the different a/cs from quarterly to monthly, many customers said me that bank unit or employees were not informed them and made the necessary entries for reverse the charges.
Insta-alerts quarterly 15/- charge taken by Bank did not informed by banks to customers in the form of written communication on a individual basis.
Quarterly Statements:
Quarterly statements did not sent by the central units to all customers on customer mailing address as per the bank policy.
Senior employees did not take the statement request from the customers when they demanded at branch. This point rose by auditors at the time of audit (07/01/2013-11/ 01/2013), but they did not give any remarks for that in audit reports.
Gifts
Gifts those sent by the central units to the branch according to occasion, did not distributed by the senior employees to customers. (during NAVATRI, dandiya sent by the central team to give it to the Preferred customers, but Relationship Manager did not distribute dandiyas to them.) When scheme for new a/c opening with gift launched from centrally, gifts were not distributed to the new a/c opening holders.
Lockers
Vacant lockers were not allotted by Mr. Mayank Patel to the customers who inquired about the lockers. Even locker waiting registers were not maintained by him. The main reason for that may be the customer who will give the branch senior employee to Mayank Patel, locker will be allotted to him/her. Waiting list for locker was in custody of Mr. Mayank Patel, but he sent the customer to me for taking their request. Any customer surrendered the locker, then key changed and procedures did not made by him for many days. Vacant locker keys were not in proper sealed condition as per the RBI and bank procedure. This issue rose by the auditors during the audit but they did not give any remarks in audit reports.
Authorization by supervisors
They was delay in authorization for insta debit card, net banking password authorization, RTGS-NEFT and fund transfer entries by Teller and Personal Banker authorization (in case of instant debit card authorization). They preferred to authorized those entries which given by their knowing customers irrespective of when they submitted the request. Sometimes I saw that Lead Generator employee code was of other employee than him, they deliberately delay in authorization of customer request (in case of instant debit card authorization)
Teller area report and other document checking
Before audit, when Branch Manager Mr. Aadarsh Surmawala said to four tellers about go through the fund transfer vouchers, RTGF-NEFT, fixed deposits and recurring deposits with necessary stamps affix or not, these reports were checked by co-executives Ms. Shivani Patel which I think violating the bank and RBI rules. Ms. Shraddha Engineer took the vouches and NEFT-RTGS request for checking purpose at her home even though there was other three tellers and other senior employees available at branch.
Audit at branch (07/01/2013-11/01/2013)
For the financial year[protected], auditors gave the branch “adequate” rating to the branch. So as per the process, auditors were at branch during Jan 7, 2013 to Jan 11, 2013. Auditors were asked about the vacant locker keys which were not in proper seal condition, no. of vacant locker are not as per the locker data report, vacant locker keys are not replaced with new locker within the stipulated time as per HDFC BANK policy, malpractices in locker records.
Auditors said to Branch Manager that, vouchers stamping were not proper by teller employee and some of the vouchers without stamping. Branch Manager Mr. Aadarsh Surmawala told the Teller Authoiser Mr. Anniruddha Pathak that do some setting with the auditors so as they (auditors) will not give negative remarks in audit.
Wrong audit remarks by auditors:
Because of the setting with auditors, branch did not get any negative remarks in Teller area. Auditors gave the remarks that Ms. Shraddha Engineer is in the same branch and at the same teller area since her inception at branch which was the wrong remark. My question to management, branch manager, teller authorizer and to Ms. Shraddha Engineer that why did not they raise their voice against this wrong remarks? Why auditors did not concern the respective unit for employee job profile and branches she served till the audit date.
Password sharing by Branch Manager:
Branch manager Mr. Aadarsh Surmawala shared his laptop password with co-executive Ms. Shivani Patel to send the mail to customer when he was out of the branch . Ms. Shivani Patel sent the mail to NRI customers and customers who have the lockers at branch with Mr. Aadarsh Surmawala consent. (month Aug-Sept, 2012).
Other than employee present at teller cabinet & in vault:
Son of Mr.Aadarsh Sumawala, Ansh Surmawala was at teller cabinet and also in the vault when vault custodians Mr. Mayank Patel and Mr. Anniruddha Pathak were taking out of the cash (13/04/2013)
Ms. Shivani APtel was also in teller cabinet for making the challans as per the Mr. Aadarsh Surmawala order.

Branch Manager Mr. Aadarsh Surmawala said me that because of that negative remarks to Ms. Shraddha Engineer, I must be served the teller counter and she will be at Welcome desk. I replied positively to Mr. Aadarsh Surmawala but Teller Authorizer said to Branch Manager that she (Nancy Modi)will have to learn all teller area duties before coming to teller area. Branch manager replied to Mr. Anniruddha Pathak that this is your job to learn Nancy Modi, how to make necessary entries and other function because she (Nancy Modi) is new in banking sector. But he never ever taught me how to make necessary entries in system with necessary stamp and other employees gave me comment that please do the complete work so we will not have any problem at the next audit.
After all this issues, when I said to Branch Manager Mr. Aadarsh Surmawala that please give me again welcome desk, then he said that this is the management decision that you served at teller and I cannot change that decision. Then I said please give me transfer to other branch, he said that you never ever get transfer in other branch. You serve as a teller otherwise give resignation from the branch. Mr. Aadarsh Surmawala didn’t have any right to told me that you never ever transfer to other branch without conculting the HR. I finally gave resignation with great pain but after pressurization of Mr. Aadarsh Surmawala, his discrimination, teller authorizer and other employees’ behaviour and HR discrimination policies.
HR policies
HR, at Ahmedabad, Ms. Suchita Limaye did not give the job description to employees when they joined the bank. Same was not given by the branch manager Mr. Aadarsh Surmawala to me.
Mr. Aadarsh Surmawala gave the job description to Ms. Shraddha Engineer (Welcome Desk( on 07/03/2013) at a new designation, mu designation was also changed on the same date but Mr. Aadarsh Surmawala did not issue job description to me.
When talked to Ms. Suchita Limaye that I want the training for teller area so she replied that bank did not provide training every time. When HR unit and management initiated my (Nancy Modi) entry as a teller at a branch then my question is to why I was not able to receiving the mail of teller areas?
Ms. Suchita Limaye is very rude with low level employees and not to listen the issue from their side. She only concern with the senior level employees issue.
Ms. Suchita Limaye did not issue “transfer letter” to me and there is no such practice at HDFC BANK LTD.

I think that there was a Ms. Shraddha Engineer said to Mr. Aadarsh Surmawala to change her job profile because her performance at teller area was not so good and leads were not generated by her at teller counter. More than one year, she did not login insurance.

Discrimination Issues at Branch:
1) Front area employees called the tellers as “Bangladeshi” which was against the Indian constitution.
2) Branch manager Mr. Aadarsh Surmawala easily approve the approve the leave of Ms. Shraddha Engineer because she is married/ has a kid then my question that all other employees have the family and reside in other city. Why that soft corner only for “ Ms. Shraddha Engineer.”
3) When Ms. Shraddha Enginner gave her resignation twice in a financial year[protected]Aug 2013, Jan 03, 2013), then what was the reason for non-acceptance of her resignation by Mr. Aadarsh Surmawala and did not discuss this issue with Cluster Head (Mr. Jignesh Ruperalia) and HR-Ahmedabad. Any personal reason for such non-acceptance?
4) After Diwali 2012, management decided for every employee to left the branch premises at the most 7:30 p.m. But this decision did not followed by Branch Manager and Back up branch manager and they worked in a way that I left the branch premises after 7:30 p.m. and sometimes at 8:30 p.m.
5) Cash was not put back in vault at the end of day even at 8:00 p.m. and teller authorizer told me that you want to go home early that’s why you forced to put the cash in vault.
6) When main system –finware, host did not working of mine and informed the same to system administer at branch- Mr. Mayank Patel and Mr. Anniruddha Pathak, they deliberately delay in system clearance. Even Mr. Anniruddha Pathak denied me for system clearance on 13/04/2013.
7) RTGS authorization forgot by teller authorizer Mr. Anniruddha Pathak and communicated other staff and customer as if this was imputer mistake- Ms. Nancy Modi.
8) Ms. Shraddha Engineer (teller) told me that before 4:00 p.m., give me a/c closure DD/MC vouchers. But for non financial transaction, branch can be opened till 5:00 p.m. How can I defined this type of behaviour at corporate-banking culture.
9) Branch manager decided that I must not be set at teller counter on March – 30, 31; 2013 and set Ms. Shraddha Engineer on my counter. Branch manager did not permit me to login my personal computer at branch, even not allowed me to check my banking mail in these two days.
10) After discrimination, I gave my written resignation on 30/03/2013, but HR did not initiate the exit entry on the same day. I received the exit checklist mail on 17/04/2013. What was the reason for such a delay, more than 15 days by Ms. Suchita Limaye for enter that entry in the respective system. Such delay was according to HDFC Bank policy and Bank HR policy approve, authenticate this type of practice.
11) When I was at the personal banker area, only I had the IAMS, DEBOS and DCMS system password even when twelve are the permanent employees in the branch. This means that when was on a leave, no one in the branch was able to serve the customer for the above system related quaries.
12) When transfer initiated, after so many days IAMS, DEBOS and DCMS IDs were not created for Ms. Shraddha Engineer. Only I have the system password, so I worked as a welcome desk and teller, then how the Mumbai Grievance Redressal team said that I was not able to perform the duty that’s why gave the resignation.
13) Every employees have the right to take one leave per month but this practiced did not follow by Mr. Aadarsh Surmawala and when any one go to take leave, he (Mr. Aadarsh Surmawala) said that he/she took so many leaves except Ms. Shraddha Enginner.
14)

Many times branch manager told me that you as “management trainee”received much more salary than we received at our time.

Because of many non-adherences of RBI and banking policies, I questioned to senior employees and they were not able to answer the questions. So first they changed my job profile, after that they did not provide me proper guidance so able to serve the teller counter.

Finally branch manager told me that “you tellers are the jamae of the bank.”You did not have any contribution to login the insurance at branch.

DESIGNATION OF EMPLOYEES AGAINST WHICH COMPLAINT MADE BY ME
NAME DESIGNATION WORK PROFILE EMPLOYEE CODE
Mr.Aadarsh Surmawala Assistant Vice President Branch Manager A0581
Mr.Mayank Patel Deputy Manager Back up branch manager & Personal Banker Authorizer M1491
Mr. Annituddha Pathak Deputy Manager Teller Authorizer A11854
Ms.Shraddha Engineer Deputy Manager Teller, Personal Banker Weicome Desk S11027
Ms. Shivani Patel Co-executives Sales (off flour employee) 86733
Ms.Suchita Limaye HR at Ahmedabad - -















I want the personal investigation by the Dr Achintan Bhatacharya and his concerned department at the Navsari-0135 branch for the Banking practices and my request is that the following employees must be present at branch during the inspection period of Dr Achintan Bhatacharya. If senior management wants the settlement in the above complaint issues then also, following employees must be at Navsari-0135 branch.
Employees Name
1) Mr. Aditya Puri
2) Mr. Navin Puri
3) Mr. Ravi Narayan
4) Mr. Chinmay Adhikari (HR-Mumbai) or senior HR personnel of the HDFC Bank.
5) Ms. Jullie Correa (HR-Mumbai)
6) Mr. Falgun Pathak (HR-Gujarat)
7) Ms. Suchita Limaye (HR-Gujarat)
8) 4 auditors who audited the branch during Jan 07, 2013 to Jan 11, 2013.
9) Mr. Jignesh Ruperaliya (Cluster Head)
10) Mr. Vicky Hathiwala
11) Aadarsh Surmawala (Emp code A0581)
12Mr. Mayank Patel (Emp code M1491)
13 Mr. Anniruddha Pathak (Emp code A11854)
14 Ms. Shraddha Enginner (Emp code: S11027)
15 Ms. Shivani Patel (Emp code 86733).
My request is that you must visit the Navsari-0135 branch with DBS-Mumbai, RBI manager personally and investigate according my complaint issues. If you want my presence at branch premises or any kind of clarification, I will always supporting your investigation. I already sent the complaint letter to RBI-Mumbai as per the RBI process. Please do the needful on a priority basis.

Address of branch: Nandini Complex, Sandhkuva Gate, Station Road, Navsari-0135. (Gujarat).

My exit checklist screen at HDFC Bank system after my resignation and released by HR team shown the job profile name as "Personal Banker Welcome Desk" eventhough Branch Manager said that this was the management decision on 07/02/203.

Neither HR-Ahmedabad nor Branch Manager Mr. Aadarsh Surmawala issued me the Transfer letter and job description letter to me. My job profile till the lase date at HDFC Bank was "Personal Banker Welcome Desk".

I gave my written resignation on 30/03/2013 but HR-Ahmedabad entred its entry in the system on 17/04/2013, though my notice period was 1 month. What was the reason for such delay?