[Resolved]  HDFC Bank — Gift Plus card refund

Address:

Bangalore, Karnataka

I wanted to mention about the incompetence of the customer service, I had availed a gift plus card (addressed to a beneficiary) in the first week of march (6th March) through online banking. There was no update from the bank for more than a week, when i asked my beneficiary he said he hasn't got any call from any courier service regarding the card. I called up the customer service on 17th or 19th march, they had no clue what was going on, I explained and they said they will get back next day, THEY did not. After one more day I receive a call from one of the floor managers, he says the card has been sent back to the head office as the beneficiary has moved from that address. The beneficiary hasn't moved anywhere, there is someone at the house at all the times. The courier service never called my beneficiary or anything. I told the manager it is the courier service's fault he will have to refund the service charge (56.18 rs) as they did not provide good (pathetic to say the least) service. He says he will get back to me after confirming, this was on 21st of March. I waited till yesterday, I did not get any intimation. So I call the customer again, I had to go through a back forth between complaints and gift card for about half an hour in order for them to understand what was the issue. Even after i gave them the complaint number, they said they don't have information, one person said the card is in transit (this is after a person had called and told me it has gone back the branch), the customer care has no idea on how to talk to the customer or do their job, I had to tell them how they need to search to get the right information. After an hour's struggle and escalation to the supervisor's supervisor, he says the card has gone back to head office. I said he has to credit the amount on the card and service charge back into my account. As they had made me wait for 12 working days, where neither the card was delivered nor do i have the money back in my account. He says have faith in the system, he will get back to me tomorrow with the update on the refund which is today and it is end of day. I have no call with an update. They are playing with the customer's money and have no idea where the card is, nor are they willing to refund the amount quickly. This is abysmal service, I'm frustrated, the gift card was supposed to be a wedding present, which has not yet reached my beneficiary (my friend). The kind of service they are providing is appalling and they are playing with the customer's money enjoying interest on it.