[Resolved]  HDFC Bank — Not able to add anyone in my account via HDFC net banking and HDFC bank is doing nothing to resolve the issue.

Address:

Mumbai City, Maharashtra

I have been the regular customer of HDFC bank from last 3.5 years. Now I am facing issues while adding Beneficiary to my account from last 5 days and none of your customer care or back end services are trying to resolve it properly. Below are the chain of events that had happened and the loopholes in HDFC back customer service which I am experiencing from last 5 days and which led me to the conclusion that its the worst service that I have ever experienced. 1) I tried to add one Beneficiary to my account on the night of 15th Sep (which requires OTP that should come to my phone via text message), but I didn't get any message from HDFC back for OTP. 2) I called HDFC back customer service on the morning of 16th Sep and Mis. Subbulakshmi from Mumbai Call Center attended me. As i explained my problem to her, she logged a complaint for the same (Complaint No. MUMC[protected] and asked to to check if I am having problem not receiving or for any other alert as well. She also assured me that the complaint will be resolved in 2 days. 3) I debited some amount from my amount balance and didn't get nay message for that alert either. So, I called HDFC back customer service again and this time Mr. Nikhil from Mumbai call center attended me. after checking my issue, he told that the account got locked for the OTP somehow and now he released that lock, so the issue should be resolved now. But I faced the same issue when i tried again. So why Mr. Nikhil gave me false assurance, without checking the problem fully, that the issue is resolved? 4) I called customer service third time and this time Mis. Pooja from Mumbai Call Center spoke to me. Once I explained her my issue, she asked to please wait for 5-7 days as this is the maximum time limit back end technology service will take to resolve the complaint. Why had I been given false assurance by Mis. Subbulakshmi for resolving the complaint within 2 days? 5) Now I got a call from HDFC technology dept. on the evening of 18th Sep. (around 19:30 IST) and Mis. Nisha on the call said me that the issue is resolved. If I try a new transaction for adding the Beneficiary, then I should get OTP message. I told her that if the process goes as expected, I will call customer service for the acknowledgement. Then, I tried that at an instant but didn't get any message again. I tried to call Mumabi HDFC bank customer Service from 19:45 till 20:00 IST but no one picked up the call to attend me. Why is that so? As per my knowledge India Customer service are functional from 08:00 to 20:00 IST. Please enlighten me if otherwise. 6) Then I called customer service again on the morning of 19th Sep and I was told that my complaint has been marked as resolved. Why the complaint was marked resolved with my acknowledgement? 7) The customer care executive (I don't remember his name), on the call, logged another complaint for me ( Complaint No. - MUMC[protected]). He told me that Technology team will call me to resolve the issue, so I asked him to specifically mention in complaint that I need to be called in next 2 hours (as I am residing in Mexico and it was very late over here when he registered another complaint for me). But I never received any call from Technology team till now. Why didn't I received any call from Tech team? Was the complaint not checked properly? 8) Now I called customer service again around an hour back and the customer care executive transferred the call to her senior (Mis. Tejal from Mumbai call center) and she told me that that the second complaint was not attended till now because it was not put on High Priority. Why the second complaint was not put on high priority, at the time of creation only, when I insisted to the customer care executive on the same? 9) Additionally, I have not been given any concrete time of resolution of the issue till now as well. Its been around 1 month and the issue is still not resolved. A complaint number has been logged (PNO[protected]MA) in for the issue but HDFC bank is not concerned to resolve the issue. I have been repeatedly asked to wait for 2-3 more days. Lastly, I have been asked to wait for 2-3 days on 30th September, but no one reverted. Now I am not even getting replies of my mails.