[Resolved] HDFC Bank — HDFC ATM Transaction Dispute | |||
HDFC may be rejoicing with their Biggest Boss winning a Prestigious Award from ET NOW but , ironically, the quality of service and integrity of the bank is shameful. On 5th September 2010 , at 3-55PM IST, I had this ordeal with the HDFC ATM machines at the First India Place Branch in Gurgaon . I used my ICICI ATM card at this HDFC ATM machine. I tried to take out 5000INR and the machine only delivered 4000INR. I tried another transaction from the same machine (after the guard told me this will be reversed to my account after I raise a complaint with ICICI) .... at the second attempt I tried 8000INR and I got only 3000INR ..... The problem was typically a mechanical fault with that particular machine's Slot through which the Notes are delivered, because the notes were getting stuck at the slot and never came out as one single bunch, rather the notes were coming out as a scattered bunch and I half the portion of few notes were stuck under the Flap on the Slot, which I had to pull out. I called HDFC Customer Care and they asked me to call ICICI and then ICICI will contact HDFC internally to sort this matter.. So I called ICICI ... First call made to ICICI at 4-37PM - SR[protected], spoke to Jitesh , asked me to call after 6pm because the systems were not updated so he could not see the latest transactions but he could see the latest current available balance. Second call made to ICICI at 11-19PM , spoke to TRISHNA , she raised the complaints for the 2 transactions separately with all details. SR[protected] for 5000INR where I got only 4000INR SR[protected] for 8000INR where I got only 3000INR On both the calls they had confirmed that I do not need to go to the HDFC branch on whose ATM Machine I had this problem. I was also told that this will take 10-12 business days to resolve. So now my 6000INR is at loss until ICICI and HDFC along with VISA (since this was a VISA card) sort out the matter and gives me my money back. On 20th Sept 2010 I called up ICICI Customer Care and I was told that HDFC responded to the querry sent by ICICI stating that this disputed transaction was a successful transaction, which means HDFC has clearly denied the fact that their ATM machine was actually a faulty one OR someone had tampered the machine. I immediately went to the First India Place Branch and spoke to the Branch Manager Ms. Gowri Karthik, who further checked my relation with HDFC (I'm an existing Acount Holder with HDFC as well). It is only after knowing that I'm one of their Customers , that her attitude towards me improved. She assigned the task to investigate my dispute to another Personal Banking Official - Mr. Kirti Jain. I had given him a written application along with Photocopies of the ATM transaction slips of the 2 disputed transactions. This gentleman took 2 days time and after repeated follow up phone calls he reverted stating that he had contacted their Back-End ATM team and they confirmed there was no dispute. They also asked me to get the Case Notes/ Details from ICICI Bank for the 2 Service Requests that I had raised with ICICI. So I gave them those details and Kirti Jain (the HDFC PB official) told me that he will take this forward to the ATM team. I had asked from HDFC for a formal written acknowledgement of receipt of my request / application for investigating this dispute. They had assured me that they will give me a receiving on a photocopy the written appliction that I had given them with HDFC Stamp on it. However when I again went to the same branch on 9th Oct 2010, the same gentleman was still not ready with the whatever he had promised. The most annoying part of this ordeal was that HDFC has not given me absolutely anything in writing or any reference number stating that they had actually made any real investigation into the matter. All I get to know is from a verbal communication from Kirti Jain and the BM - Gowri Karthik. So I insisted that HDFC gives me a written communication of whatever they are saying. The BM had asked me to come to their Branch today (11th Oct 2010 by 3PM IST) and collect the required documents. Now the best part of the ordeal is that the BM herself , told me to lodge an FIR (even when they have not provided me with any minimum evidence of any investigation being done by them) when I asked them to show me the CCTV Footage of that date and time of the incident .. this clearly shows how shameless the bank is. They will not do what they are supposed to do for a dispute and ask the customer to go to Police. So now I will go to the Branch once again to see what they have in store for me ... I will keep posting in this forum (and other such forums as well) about the proceedings... I will ensure this gets highlighted to the Top Bosses of HDFC. Was this information helpful? | |||
Aug 13, 2020 Complaint marked as Resolved | |||
 2 Comments | |||
Comments
It was a tough day for me on 11th October at the HDFC Bank Branch at First India Place, Gurgaon ...
At around 1PM I called Kirti Jain ( the Branch official who was attending my matter) before leaving my office in Noida and I was told that it will take time for him to arrange for the documents he was supposed to give me. By the way, this was a direct instruction to him from the BM - Ms. Gowri Karthik, that customer must not have to wait for collecting a document. However he asked me to reach the Branch after 5PM as the documents were not ready yet and that he is waiting for some kind of confirmation from the ATM Backend team and from Mumbai H.O.
To my surprise, when I reached the branch at around 6PM, again I was asked to wait for an hour on the context that he is still waiting for a confirmation. At this point I asked to give me the contact number of the person whom I can call from my cell but he refused stating this was an internal communication and customer's cant reach the backend team. As a respectful individual I readily agreed to this and did not insist further on speaking directly to the backend team, and I did respect their internal procedures.
Finally when this was taking too long I even agreed to come back after some time and I did return by 7-30PM back to the branch ( since I stay very close to this branch )
By this time, obviously, I had lost all kinds of hope and faith on HDFC, after all the missed assurances and delayed responses. No wonder when I returned to the branch I was frustrated and to add on to that I found Mr. Kirti Jain was not in his seat and when I called him up he informed me that he is still waiting for the confirmation.
This was the 'Flash Point' for me and I got infuriated which made me literally yell at Kirti Jain and other staff who were taking a smoke break just outside of the branch. The other things that added on to my already elevated frustration levels :-
1. Kirti Jain was not facing me
2. When I was asked to come back to the branch, I was still not allowed inside by the guard. And when I asked him to speak to the BM about a customer waiting to talk to her, this fellow simply ignored my request.
3. When I requested another staff to ask the BM to talk to me, he tried to act oversmart but finally did speak to the BM (standing outside the branch I could see their activities inside)
4. The BM did actually bend to her right to check out if I'm still waiting outside the branch (she may not have realised but I was watching their movements from outside)
5. After some time Kirti Jain was back (perhaps he had gathered enough courage to face me by that time). He allowed me to talk to the BM from his Cell Phone and she agreed to get the documents ready.
It was after this that I was allowed to enter the branch again. Please note, I did not come back by choice, I was asked to come back and then I was not allowed to enter until I raised my voice.
Finally at 8-30PM, I was given a document on HDFC LetterHead, which had no transaction details mentioned and only asked me to contact ICICI ... this was the height of being ridiculous.
So I had to reach out to the BM and we had quite a heated conversation/ arguement and I she came up with the following response (I would rather call it a game of Tennis where they are using a customer as the ball):-
1. ATM Backend team does not report to her, so she cannot govern the way they work and hence she had no role to play in expediting the matter which was delayed from the ATM team's end.
2. ATM department is not a part of the branch so she is not accountable for the ATM
3. ATM department is outsourced and the branch is in JanakPuri
4. The letter issued to me was done based on the instructions they had received from the ATM Backend team
5. Contact persons for this department can be contacted for any further querries about this matter... This was the only useful information because I now know who to contact beyond the BM . This will also be a great help to all those people who have had ATM issues with HDFC which are still unresolved.
Names of the contact persons of HDFC ATM Backend Team are as follows :-
Amit Khatri / amit.[protected]@hdfcbank.com / +91 [protected]
Rajneesh Khanna / rajneesh.[protected]@hdfcbank.com / +91 [protected]
Rajiv Wadikar / +91 [protected] (this guy is based in Mumbai and I was not given his email ID but now we do know the standard format of HDFC Employee's email Id)
I will write an email to these guys now and wait for a response ...
By the way, I had also sent an email to the HDFC Grievance Redressal cell (Grievance.[protected]@hdfcbank.com) about this and they got back to the branch and the Branch Official - Kirti Jain did actually gave me a call back on 15th October and has agreed to show me the CCTV footage of that day to me, even without FIR ... this was a development on the case in my favor ... but still my 6000 INR is stuck .
I have also sent the mail to ICICI based on the request they made on this article.
At around 1PM I called Kirti Jain ( the Branch official who was attending my matter) before leaving my office in Noida and I was told that it will take time for him to arrange for the documents he was supposed to give me. By the way, this was a direct instruction to him from the BM - Ms. Gowri Karthik, that customer must not have to wait for collecting a document. However he asked me to reach the Branch after 5PM as the documents were not ready yet and that he is waiting for some kind of confirmation from the ATM Backend team and from Mumbai H.O.
To my surprise, when I reached the branch at around 6PM, again I was asked to wait for an hour on the context that he is still waiting for a confirmation. At this point I asked to give me the contact number of the person whom I can call from my cell but he refused stating this was an internal communication and customer's cant reach the backend team. As a respectful individual I readily agreed to this and did not insist further on speaking directly to the backend team, and I did respect their internal procedures.
Finally when this was taking too long I even agreed to come back after some time and I did return by 7-30PM back to the branch ( since I stay very close to this branch )
By this time, obviously, I had lost all kinds of hope and faith on HDFC, after all the missed assurances and delayed responses. No wonder when I returned to the branch I was frustrated and to add on to that I found Mr. Kirti Jain was not in his seat and when I called him up he informed me that he is still waiting for the confirmation.
This was the 'Flash Point' for me and I got infuriated which made me literally yell at Kirti Jain and other staff who were taking a smoke break just outside of the branch. The other things that added on to my already elevated frustration levels :-
1. Kirti Jain was not facing me
2. When I was asked to come back to the branch, I was still not allowed inside by the guard. And when I asked him to speak to the BM about a customer waiting to talk to her, this fellow simply ignored my request.
3. When I requested another staff to ask the BM to talk to me, he tried to act oversmart but finally did speak to the BM (standing outside the branch I could see their activities inside)
4. The BM did actually bend to her right to check out if I'm still waiting outside the branch (she may not have realised but I was watching their movements from outside)
5. After some time Kirti Jain was back (perhaps he had gathered enough courage to face me by that time). He allowed me to talk to the BM from his Cell Phone and she agreed to get the documents ready.
It was after this that I was allowed to enter the branch again. Please note, I did not come back by choice, I was asked to come back and then I was not allowed to enter until I raised my voice.
Finally at 8-30PM, I was given a document on HDFC LetterHead, which had no transaction details mentioned and only asked me to contact ICICI ... this was the height of being ridiculous.
So I had to reach out to the BM and we had quite a heated conversation/ arguement and I she came up with the following response (I would rather call it a game of Tennis where they are using a customer as the ball):-
1. ATM Backend team does not report to her, so she cannot govern the way they work and hence she had no role to play in expediting the matter which was delayed from the ATM team's end.
2. ATM department is not a part of the branch so she is not accountable for the ATM
3. ATM department is outsourced and the branch is in JanakPuri
4. The letter issued to me was done based on the instructions they had received from the ATM Backend team
5. Contact persons for this department can be contacted for any further querries about this matter... This was the only useful information because I now know who to contact beyond the BM . This will also be a great help to all those people who have had ATM issues with HDFC which are still unresolved.
Names of the contact persons of HDFC ATM Backend Team are as follows :-
Amit Khatri / amit.[protected]@hdfcbank.com / +91 [protected]
Rajneesh Khanna / rajneesh.[protected]@hdfcbank.com / +91 [protected]
Rajiv Wadikar / +91 [protected] (this guy is based in Mumbai and I was not given his email ID but now we do know the standard format of HDFC Employee's email Id)
I will write an email to these guys now and wait for a response ...
By the way, I had also sent an email to the HDFC Grievance Redressal cell (Grievance.[protected]@hdfcbank.com) about this and they got back to the branch and the Branch Official - Kirti Jain did actually gave me a call back on 15th October and has agreed to show me the CCTV footage of that day to me, even without FIR ... this was a development on the case in my favor ... but still my 6000 INR is stuck .
I have also sent the mail to ICICI based on the request they made on this article.
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