[Resolved]  Ing Vysya Bank — deficiency in service

Ms. Ruchi,

We thankfully acknowledge the receipt of your mail.

The reply sent by you is totally false, incorrect and baseless. We could not understand why are you making false excuses ?

Fact is that

1. We had sent request for Foreign Remittance on 13th April, 2015 along with request letter and Cheques No. 246481 and 246482 dated 13.04.2015 favoring ING Vysya Bank Limited. Your Forex Deptt had issued Forms to complete the same. Our Representative with complete Forms attended your Branch and requested for Foreign remittance but you had shown your inability and asked our Representative to come on 15th April.

2. Our Representative attended your branch with complete documents at 10 A.M. on 15th April 2015. Forex Officer had asked our Representative to get request letter typed on letter head inspite of the Fact that it was duly sealed, stamped and signed by our Prop.

3. Our Prop. Mr. Arunesh Agarwal, had contacted Forex Officer, and all senior Officers for remittance, but all in vain.

4. We had again got request letter typed on letter head and submitted to Forex Officer who said it will be done after lunch.

5. After lunch, she kept lingering it on one pretext or the other.

6. 7 calls were made to Forex Officer at[protected], at 11.41 am, 12.20 pm, 12.50 pm, 13.40 pm, 15.18 pm, 15.19 pm, 16.36 pm. 8 calls were made to Area Manager, Mr. Ashok, at [protected] at 15.24, 15.26, 15.28, 16.34, 16.49, 17.07, 17.12 Hours. 1 sms sent to to Area Manager, Mr. Ashok, at [protected] at 16.47. 27 whatsapp message sent to Mr Parveen (who had opened our account) Finally, Area Manager, Mr. Ashok had asked at 15.28 to our proprietor, "Please leave the documents with forex officer and it will be remitted 100 % today". On Assurance given by such a senior officer, we had left the documents with forex officer. Inspite of all the efforts, Foreign remittance was not made yesterday.

7. Today, Again we sent our Senior Executive to Your branch at 10 A.M. Our Prop. Mr. Arunesh Agarwal had Made a Call to Mr. ashok at [protected] at 10.29 A.M. But he had not attended his call.

8. then Our Prop had made a call to [protected] at 10.32 AM and requested Forex Officer to make Foreign Remittance. Your Forex Officer had assured that it will be done within 30 minutes.

9. Our Senior Officer remained in your branch to get the foreign remittance made.

10. When Foreign remittance was not made, our Prop. had again made a call to Mr. ashok at 11.37 A.M. Mr. ashok was very much angry and his behaviour was very bad. In place of feeling apology, He replied, " Do you want to get it done or not as Forex Officer has already told you it will be done". Then he handedover the mobile to Ms. Ruchi. Ms. Ruchi had assured you that it will be done very soon. This call was lasted for 6.38 minutes. Recording of all the calls, whatsapp messages, sms are available with us for your verification.

11. Our Prop had sent Whatsapp message to Mr. Ashok at 11.58 AM . But he had not bothered to reply.

12. Inspite of our so many requests, efforts, personally visit of our representative from 10 am to 3.30 pm on 15th April, personally visit of our senior Executive who remained today in your branch from 10 am to 12.30 pm, Foreign remittance has not been made.

12. THEN WE HAD LEFT WITH NO OTHER ALTERNATIVE EXCEPT TO TANSFER FUNDS FROM YOUR BRANCH TO UNION BANK OF INDIA, FROM WHERE WE HAD GOT FOREIGN REMITTANCE MADE WITHIN 15 MINUTES.

From Deficiency in your Service and negligence of your staff we have suffered a heavy loss:-

(a) Loss of Reputation which cant be measured in terms of money.
(b) Demmurage Charges by Shipping Company
(c) Loss of Business

Our legal Adviser is going to lodge a claim against the bank for Negligence/deficiency in service.

Finally, we dont want to suffer loss further by dealing with your bank, so we request you to please close our all accounts (Currents, Savings, FDRs) immediately.

Thanking you,

Yours faithfully,
For HINDUSTAN DISTRIBUTORS
Mob No. [protected]
[protected]


From: <Ruchi.[protected]@kotak.com>
Sent: Thu, 16 Apr 2015 15:52:13
To: <[protected]@rediffmail.com>
Subject: Regarding your complaint in forex services
Dear Sir

Greetings from Kotak Mahindra Bank Limited!!

This is in response to your complaint put on our social media regarding the deficiency in forex services from our Sector 8 Branch.
At the start I would like to apologise for the inconvenience caused to you due to delay in our services. However, I would also like to reitierate that as employees of the bank, we are always guided by the process and guidelines that we need to follow while rendering services to the client.
Since you were transacting with the bank for the first time for the forex transactions there were certain mandatory requirements to be completed from your end( documentation) and few at the bank's end( system settings) and the transaction could not be processed due to the same.

We assure you that all the priliminary requirements from our end have been completed and we assure you of the best services in future.

Regards

Ruchi Kashyap
Area Manager- Trade, FX & FES
[protected]
Kotak Signature