State Bank Of Bikaner And Jaipur [SBBJ] — international remittance not received

Address:

Bur Dubai

Grievance against state bank of bikaner and jaipur, nahur branch, mulund west, mumbai

Considerable delay in processing of international remittance and not keeping customer updated or informed about it causing undue mental stress for us.

First and foremost, my family has been dealing with this bank for more than 40 years, my parents and myself are account holders, so what is written below is totally unacceptable. Secondly, unless an emergency situation, no person takes their savings from their home country, abroad.

I am extremely upset and seeking an explanation for the delay in the remittance of funds from my sbbj account to my bank account in dubai.

The request for the transaction was put in on 19/12/2019 by my parents, mr. James and mrs. Dorothy sequeira and the forms too were filled up on the same day, only my latest passport copy was required which i sent thru email later that day. On 20/12/19 morning, my mother called me from her mobile and put me on to the bank staff ms. Surabhi to confirm about the passport copy, i confirmed it, when she checked, she had received it too. Ms. Surabhi then told me that the remittance will be processed and i was expecting to receive it latest by 22/12/2019.

On 22/12/2019, my mother called me to check if i had received the amount, i said no. Immediately she called me saying that she got a call from the bank asking her to come as the transaction had not been done and they needed her to pay some extra amount. I do not understand why this wasn't done at the time of filling up the forms. Even though she is not in a good state of health, still my mother went to the bank whenever called and she also clearly ms. Surabhi that it was an emergency remittance. Also, no receipt of any kind or transaction reference number, was given to them. My mother was asked to come to the bank on tuesday as well and was told the transaction had been done.

We waited till 26/12/2019 expecting the remittance amount and i sent an email in the morning to know the status. As i did not get a reply, i called the branch manager on his mobile number, he told me he was not in the office and that he will ask his second officer to check the facts and he would call me, which he never did. Hence, i called the landline [protected] and after several tries with no response, the call was picked up by someone who didn't answer properly and hung up. I called up home and informed my parents about it, my dad called ms. Surabhi and she told him that there is a system error, transaction has not been done, not to worry, she will receive it. She told my dad that she was in contact with me thru email, which was not true at all.

Imagine how upset we were, had we not called the bank, we would have never got to know the happenings.

I called again, got ms. Surabhi on the line and she told me an interesting fact that the bank operating system has been down since monday and they have been in touch with the it dept who couldn't seem to solve the issue. I insisted with her to do the needfui that day itself before the close of the day and also reminded her that it was an emergency situation which she was aware of. I called back again to make sure it was done and she said the transaction was authorised that day only.

I wrote to her saying i want a copy of the previous transaction which bounced back on 24/12/2019 according to ms. Surbhi (They never did anything, as far as i understand) as well as the finally authorised copy of 26/12/2019 which shows the transaction has been completed.

Knowing the urgency of the situation, the bank staff did not think it necessary either to inform my parents or me that the remittance has not been processed.

I also want to stress on the fact that whatever email i have sent to the bank till date, has not been responded to, whether to confirm the receipt of my passport copy or to update me on the status of the remittance or to send me a confirmation copy of the same or transaction reference number.

I wrote an email addressed to the bank manager on 26/12/2019 seeking an explanation for the delay but till date there is no reply from him. They have see my email because on 27/12/2019 i received just a computer screen snap shot of the transaction with no correspondence from them.

Today is 28/12/2019, i have still not received the remittance. I am appalled by the casual attitude of the bank which is causing mental stress for me and my family and who will bear the loss suffered by us because of it