[Resolved] HDFC Bank — credit card charges

Ashutosh Moharir

Address:

Mumbai City, Maharashtra

I applied for HDFC Regalia credit card. As a complementary to the card HDFC offered me a Priority Pass for free access to all the lounges at both national and international airports.
Since March 2017 I started using this card and I used it three times till Oct 2017.
After October 2017 I received an SMS from HDFC saying all the Priority Pass changes are chargeable after August. As a result I was charged for the Priority Pass usages in Sep and Oct month. I called my virtual RM and requested her for reversal of the charges.
She managed to reverse the charge for September (I had to pay GST though) and she promised me that Oct charges will also be reversed.

However after multiple follow-ups with her, I came to know that I have to pay for Oct usage.

When I received the Priority Pass, I was told that it is complementary and there are no charges for Regalia card holder. I never received any communication before my last usage of the pass (Although HDFC keeps telling me that the communication was sent to all the card holders) I even checked with one of my colleague who also holds Regalia card and a complementary Priority pass and he also confirmed that the communication was never sent before.
It is only on 23rd Nov they sent an SMS saying priority pass usage at all airport lounges in India is charged at USD 27+Tax per visit/member

If I knew that I am going to be charges for the lounge usage, I probably may not have used it. I had alternatives available which were much cheaper than 27 USD.

I feel like I have been cheated by HDFC band by not providing information at the right time.

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Feb 18, 2018

Complaint marked as Resolved

HDFC Bank customer support has been notified about the posted complaint.

Verified Support

Jan 16, 2018

HDFC Bank Customer Care's response Dear Customer,

we take this opportunity to clarify that if you are using any Domestic Lounge visits using priority pass then same will be charged at US $27 + GST as applicable effective from 25th May 2017. We wish to inform you that lounge access updates are intimated to the customer's vide Estatements / Bank's website. The website was also updated in the month of March 2017. Charges will be billed to your credit card statement within 90 days of Lounge visit. Any lounge visits out of priority pass network will be chargeable as per the discretion of the respective lounges. For further clarification on the features of the credit card please visit the below link. https://www.hdfcbank.com/personal/credit_card/regalia-card?id=gts8miq2&path=regalia-card

-Manoj
HDFC Bank Customer Assistance

Jan 19, 2018

Updated by Ashutosh Moharir Dear HDFC Customer assistant,

1. Attaching screenshot of June statement. You see yourself how "prominently" you communicated the changes in policy. So stop boasting about it

2. If you wanted to communicate in the month of June itself, why it was communicated only through statements. Why SMS was sent only in the month of Nov and not prior to that

3. Do you expect every Regalia user to keep visiting your site to see if there is any change of policy for the usage?

4. Is it not YOUR responsibility to ensure that all the customers are informed properly?

5. This grievance is not about I am charged for the Priority Pass usage. This is about the communication gap caused due to YOUR negligence and mishandling the policy change.

I am NOT going to bear the charges because your failed to inform us in time. You will have to give my money back.