[Resolved]  Kotak Mahindra Bank — Address change request for Kotak Credit Card

Address:

Bangalore, Karnataka

I have applied for a Kotak credit card and got it with a mistake in my billing address. To rectify this mistake I called up customer care and they told me that eventhogh it is mistake from bank side while entering the data into their system, it needs to be updated with a address change request. So they raised an address change request and I have sent the Address proof and Id proof documents. I have clearly mentioned in the email what part of address needs to be changed and same is told to the customer care executive while raising the request. However, the address is not updated properly in records. Instead o[censored]pdating the house no they updated something else which not relevant. So I called up customer care, but they simply told me that I have to raise a new request and they can't do anything. With great difficulty(after discussing for more than 15min.) they agreed to check the previous request. But after that there is no communication. After 10days I called up customer care one more time and I asked about the status of the request but customer care executive told that reopened request is also closed saying that previous customer care executive has raised the request wrongly. I asked her to forward the call to the next level manager but she told me in a very rude manor that there is no next level and she is the final level to decide. I disconnected the call and called up again and this time another person attended the call and after a long discussion for more than 20mins I am able to reach the next level manager. He agreed that there is mistake in updating the address but as per RBI guidelines they can't update it one more time and he suggested me to raise another request for address change and promised me that he will make sure that address will be updated properly in the bank records. Now, second time I have raised a new request and sent the same documents one more time, but surprisingly this time also address is not updated properly. So again I called up customer care and I asked about the previous request and the same story repeated by the customer care people. And again they suggested me to raise a new request for address change. Again after a long discussion call is forwarded to another person (Ms. Rithika, so called manager but I don't know whether she is really a manager or not) and she is directly suggesting me to raise a new request for address change and again promising that she will make sure it will be updated properly. When I asked about the previous request she is answering in a very irrelevant manner no professionalism. So I asked her to close the card but that is also she is not able to do as the card is showing a balance. This balance is already close on 3rd of September but even after 20days its not reflecting in their system. Verdict: 1. Customer care people have no professionalism and no maturity which needs to be there for a corporate bank. They never consider the what customer is saying but they will say what they know. They will never ready to escalate the call to the next level. 2. They are saying that as per RBI guidelines process needs to be followed but the same people don't have any process while completing the request. Even though we are sending the address proof document they are not checking the documents and simply updating as per the details available in the request. I don't understand why we need to send the documents in that case. 3. One thing is clearly visible is they don't have any process defined for address change or no body checks whether they are following the process or not. Otherwise it wont take this much long for updating one single slash (/) in my address. Each request details and the address proof document which I have sent can be seen in the attached images.