[Resolved]  State Bank of India — IRRESPONSIBLE CUSTOMER SUPPORT CaseID=[protected]

Address:

New Delhi, Delhi

I am holder of SBI defense platinum card wef from mar 2012 and has been using the card extensively .

2.On 29 Aug 12 I was intimated through SMS that my card has been blocked as a precautionary measure due to suspect fradulent transactions . On talking with the customer care the same day I was informed that my card was blocked due to some petrol outlet transactions and will be issued with a fresh card if required,

3.Subsequently I received an sms on 30 Aug 12 to call the customer care for reactivation of my card. Even before I could call the customer care for reactivation I received an SMS on 01 Sep 12 that on the basis of your request a new card has been despatched.

4. I would like know the following clarifications from you before I initiate further legal Actions.
(a) The card has been blocked unilaterally by your bank.As per the Master Circular on Credit Card Operations of banks DBOD.No.FSD.BC. 14 / 24.01.011/ 2011-12 dtd July 1, 2011 issued by RBI Each bank must have a well documented policy and a Fair Practices Code for credit Card operations. Kindly intimate what is the policy for blocking credit cards . Additonally despite of having contact details why no prior consent was taken from the customer for the same and what was the nature of the fraudulent transaction which is going to affect me in the future may kindly be intimated.
(b) What are the reasons for cancelling the whole card instead of just deactivating it. Additionally if the card has been blocked due to fraudlent transactions the charges for the same should be waived off.

(c) The customer care and floor manager has been clearly intimated that I want the existing card to be reactivated and not an issue of new Card.The bank has falsely stated that based on my request a new card has been despatched. This is also breach of customer confidentiality and false statement by the bank . As per para 6.1 D The consent for the cards issued or the other products offered along with the card has to be explicit and should not be implied. In other words, the written consent of the applicant would be required before issuing a credit card. Kindly intimate what explicit consent has been obtained ,

5. Despite being a valuable customer and corporate account the unilateral and illogical action taken by the bank has created losses for me and I am forced to take remedial action . Despite of forwarding numerous complaint mails to Ms Divya Dhody Vice President & Chief Nodal Officer
Customer Services SBI Cards and also calling the customer support team the issue has not been resolved

Prashanth Siddapur
[protected]
[protected]@hotmail.com