State Bank Of India [SBI] — SBI Credit Cards - Late payment fees

This complain is in regards to late payment fees levied by SBI Credit Cards.

I have been issued a new credit card by SBI according to their records it was dispatched to me on 06/05/2021.

I had repeatedly informed SBI credit card consumer care over the phone and email id that I havent received the card as on 24/05/2021.

This card had a payment due date on 30/05/2021.

I receive a call on 02/05/2021 saying that I havent paid minimum amount.

HOW AM I SUPPOSED TO PAY THE MINIMUM DUE AMOUNT WITHOUT HAVING THE CARD NUMBER?

ON 17/06/2021 I RECEIVE A MAIL FROM SBI CARDS GIVING ME ANOTHER ACCOUNT NUMBER TO MAKE THE BILL PAYMENT WHICH IS WAY AFTER THE PAYMENT DUE DATE.

I HAVE CLEARLY STATED IN THE EMAILS ( PLS SEE THE TRAIL MAILS) THAT NOT TO HOLD ME RESPONSIBLE FOR LATE PAYMENT AND EITHER SBI BANK OR THE COURIER COMPANY THEY HAVE EMPLOYED SHOULD TAKE RESPONSIBILITY.

NOW SBI CARD IS DENYING TO REVERSE MY LATE PAYMENT FEES OF RS.1300/- WHICH AT THIS DIFFICULT TIMES IS DIFFICULT AND PAINFUL FOR ME TO PAY.

Kindly Help,

Dr.Sanju Thomas Abraham.

To Nodal Officer:
In regards to your reply, please explain to me how I was supposed to make the minimum payment for SBI card before the due date if I did not receive the new card with the new card number on it which is an essential detail for me to enter to make SBI card payment. The card statement I received was in regards to the new card which had a new card number?


Sent: Saturday, June 19, 2021 at 5:27 PM
From: [protected]@sbicard.com
To: [protected]@doctor.com
Subject: SimplySAVE - SBI Card
Dear Mr. Sanju Abraham,

Warm Greetings for the day!

This is with reference to your email dated 18/6/2021 regarding SBI card account.

At the outset, we regret for inconvenience that may have been caused to you regarding the matter.

While we do understand your concerns; we are constrained that we are unable to take any favourable view in the matter and express our inability to reverse the late payment charges.

We hereby inform you that in case the payment of at least minimum amount due is not received by the payment due date, the late Payment charges will be applicable if Minimum Amount Due is not paid by the payment due date.

Please note, the late payment fee will be applicable as per the below-mentioned slab, plus government service tax (as per applicable charges).

NIL for Total Amount due from Rs.0-Rs.500;

Rs. 400 for Total Amount due greater than Rs. 500 & up to Rs. 1000;

Rs. 750 for Total Amount due greater than Rs. 1000 & up to Rs. 10, 000;

Rs. 950 for Total Amount due greater than Rs. 10, 000 up to Rs. 25, 000;

Rs. 1100 for Total Amount due greater than Rs. 25, 000 & up to Rs. 50, 000

Rs. 1300 for Total Amount due greater than Rs. 50, 000

It is our constant endeavor to ensure that our service drives positive customer experience. Please accept our sincere apologies towards discomfort caused to you in this regard.

In case you need any further clarification regarding calculation of the charges on your card account in different scenario, we request you to visit our web site www.sbicard.com under sub-head “Fees and Charges” at below mentioned address:

http://www.sbicard.com/header_footer_pages/most_important_terms__conditions_0_011914.html

Incase of any query, we request you to Click Here

You can also get easy access to exclusive services & account information with just a click on our website sbicard.com. You can now get response to your query within 24 hours. Introducing fast and easy way to raise queries online. To log any other query, please click here

Download the SBI Card Mobile App to access self-servicing options on the go!

If you are not satisfied with the response, you can write to Principal Nodal Officer by clicking here or use the Escalate Button on the webpage. You will receive a response within 3 days.

Yours sincerely,
Rahul R
From Nodal Officer Team - SBI Card

[THREAD ID:1-1HK2SYDG]

-----Original Message-----
From: [protected]@doctor.com
Sent: 18/6/2021 05:31:28 PM
To: [protected]@sbicard.com
Subject: SimplySAVE - SBI Card

Interaction id[protected]:

Request you to kindly read the entire trail mail.

My usual bill due date is on 30th of every month.

A new SBI card was despatched to me on 6/05/2021 as per the message from SBI card.

In the customer care call from SBI I have clearly stated that my preffered time is between 11 - 11:30 am to receive the courier as am a Doctor.

Courier company failed to deliver the card to me even though they called me twice at the time am not there.

At last I told the courier boy who called that I will pick up the courier directly from his office. I asked him to share the location but he said to come to a certain place called Avarmpalayam and call him from there.

I reached there by 9:30 am in the morning and called him multiple times and waited there for 1 hour. He did not pick up. The courier's website doesnot have a local contact number and googled the address which is wrong.

All these was communicated to SBI cards on[protected] The service reference number is[protected]

I clearly told SBI cards not to hold me responsible as I do not have the card in my hand to pay the monthly due for which the card number is required. SBI card is resposible for engaging such unprofessional courier company. Either SBI card has to take responsibility or the courier company has to take responsibility for the delay in the card reaching me.

I have all the communuication and details of the phone calls I did with the courier company.

If the courier company is taking Covid as a reason for not been able to handover the card to me on time, why am a penalised for it?
I have a message from SBI cards on 26th May saying the card has been returned back. If thats the case they should have given me the alternative payment option. I have been given the alternative payment option only after my due date was over.

Its very unfortuante that in this difficult situation SBI is ruthless with a loyal customer of yours for years that too for no fault of mine & Rs.1300/- is deducted as late payment fees.

I request you to kindly reverse this late payment fees.


Dr.Sanju Thomas Abraham.

Sent: Friday, June 18, 2021 at 4:43 PM
From: [protected]@sbicard.com
To: [protected]@doctor.com
Subject: Re: SimplySAVE - SBI Card
18/6/2021

Dear Mr. Sanju Abraham,

Thank you for writing to SBI Card.

This is with reference to your communication dated 18/6/2021.

We wish to inform you that this the last interaction id[protected] of your conversation.

Nodal helpline: We are introducing Nodal Helpline Number for the customer for any unsolved query or complaint.

helpline number of Nodal Desk Helpline[protected].

This helpline number will be updated at www.sbicard.com and Customer will be intimated about this number at BO offices.

As reference customer need to keep the Complaint SR or Request Number handy at the time of call.

E-mail ID- [protected]@sbicard.com

Incase of any query, would request you to Click Here or contact the SBI Card helpline at[protected]prefix local STD code) or[protected]. IVR & Emergency Services on helpline are available 24 hours and Customer Service representatives are available from Monday to Saturday between 8am to 8pm or you can get easy access to exclusive services & account information with just a click. Visit our website sbicard.com or download the SBI Card Mobile App to access self-servicing options on the go!

If you are not satisfied with the response, you can write to Nodal Officer, Customer Service by clicking here or use the Escalate Button on the webpage. You will receive a response within 5 days.

Yours sincerely,
Foram Chauhan
Customer Service Team – SBI Card

[THREAD ID:1-1HK2SYDG]

-----Original Message-----
From: [protected]@doctor.com
Sent: 18/6/2021 10:09:29 AM
To: [protected]@sbicard.com
Subject: Re: SimplySAVE - SBI Card

Its unfortunate that the person reading my complaint is not understanding what I have written.

Please pass me the interaction ID for this complaint, I prefer to discuss it with higher officials.

Also do send me nodal officer's email id for me to escalate the complaint.


Dr.Sanju Thomas Abraham.

Sent: Thursday, June 17, 2021 at 6:52 PM
From: [protected]@sbicard.com
To: [protected]@doctor.com
Subject: Re: SimplySAVE - SBI Card

17/6/2021

Dear Sanju Abraham,

Thank you for writing to SBI Card.

This is with reference to your communication dated 17/6/2021

SBI CARD : We wish to inform you that if you do not have card so kindly make payment by NEFT

ACCOUNT NO.[protected]

IFSC CODE : SBIN00CARDS

Incase of any query, would request you to Click Here or contact the SBI Card helpline at[protected]prefix local STD code) or[protected]. IVR & Emergency Services on helpline are available 24 hours and Customer Service representatives are available from Monday to Saturday between 8am to 8pm or you can get easy access to exclusive services & account information with just a click. Visit our website sbicard.com or download the SBI Card Mobile App to access self-servicing options on the go!

If you are not satisfied with the response, you can write to Nodal Officer, Customer Service by clicking here or use the Escalate Button on the webpage. You will receive a response within 5 days.

Yours sincerely,
Arunendra Tiwari
Customer Service Team – SBI Card

[THREAD ID:1-1HK2SYDG]

-----Original Message-----
From: [protected]@doctor.com
Sent: 17/6/2021 04:36:42 PM
To: [protected]@sbicard.com
Subject: Re: SimplySAVE - SBI Card

Mrugen

You havent given me a reason for not replying for my mail dated 03/06/2021.

You have told me that you are not in a position for the reversal and have advised me well to clear the minimum amount due. Now please explain HOW AM I SUPPOSED TO MAKE A PAYMENT WHEN I DO NOT HAVE MY CARD IN MY HAND. I hope you have read the trail mail before your reply.

You have accused me of not paying my minimum amount due on the card and hence levied a penalty. I have been in communication with your bank 8 days prior to my due date stating that I havent received the card and the courier company you have engaged is planing fools with me.

Now neither SBI card nor the courier comapny wants to take any responsibility.

Please do share the persons with their email ID's who are further up to whom I can complain and take up my case directly.


Sent: Thursday, June 17, 2021 at 4:24 PM
From: [protected]@sbicard.com
To: [protected]@doctor.com
Subject: SimplySAVE - SBI Card
17/6/2021

Dear Mr. Sanju Abraham,

Thank you for writing to SBI Card.

This is with reference to your communication dated 17/6/2021.

Charges Reversal: We understand the concern expressed in your communication and sympathize with the difficulties faced by you. We are however not in a position to provide further waiver on your SBI Card Account.

May we request you to keep clearing the minimum amount due or total amount due to prevent further accruing of late fee and finance charges.

Late Payment Fee: We would like to inform you that in case the payment of at least minimum amount due is not received by the payment due date, the late payment fee is applicable as per the below-mentioned slab, plus service tax (as per applicable charges).

NIL for Total Amount due from Rs.0-Rs.500;

Rs.400 for Total Amount due greater than Rs.500 & up to Rs.1000;

Rs.750 for Total Amount due greater than Rs.1000 & up to Rs.10000;

Rs.950 for Total Amount due greater than Rs.10, 000.& up to Rs.25000;

Rs.1100 for Total Amount due greater than Rs.25000. &up to Rs.50000;

Rs.1300 more than Rs.50000;

An additional Late Payment Charge of Rs. 100 will be levied on missing payment of Minimum Amount Due (MAD) by the due date for two consecutive cycles. This charge will continue to be levied for every payment cycle until the MAD is cleared.

Please note this charge is excluding applicable taxes.

Incase of any query, would request you to Click Here or contact the SBI Card helpline at[protected]prefix local STD code) or[protected]. IVR & Emergency Services on helpline are available 24 hours and Customer Service representatives are available from Monday to Saturday between 8am to 8pm or you can get easy access to exclusive services & account information with just a click. Visit our website sbicard.com or download the SBI Card Mobile App to access self-servicing options on the go!

If you are not satisfied with the response, you can write to Nodal Officer, Customer Service by clicking here or use the Escalate Button on the webpage. You will receive a response within 5 days.

Yours sincerely,
Mrugen Narendrasinhrathod
Customer Service Team – SBI Card

[THREAD ID:1-1HK2SYDG]

-----Original Message-----
From: [protected]@doctor.com
Sent: 17/6/2021 02:19:56 PM
To: "customercaresbicard.com"
Subject: SimplySAVE - SBI Card


TO WHOM SO EVER IT MAY CONCERN.

I have not received an acknowledgement or reply for my below mail written on 03/06/2021

Please refer to your mail below dated 02/06/2021, stating that no charges are levied, and have requested to rewrite to you for a request of reversal.

I have been charged Rs.1300/- as late fees.

Please read through the entire trail mail.

Its quite unfortunate that at the end of all this I still get a late fees of Rs.1300/-

I request you to kindly reverse the charges immediately.

Dr.Sanju Thomas Abraham.


Sent: Thursday, June 03, 2021 at 12:21 PM
From: "Dr. Sanju Thomas Abraham"
To: [protected]@sbicard.com
Subject: Re: Your SimplySAVE - SBI Card Monthly Statement -May 2021
Thank you for writing to me. I am not satisfied with the reply which I have received. i have noted down my concerns and questions below the statements which i have received from your end ( mentioned in capitals). Please do clarify

Validation Check :

THE REPLY RECEIVED FROM YOUR END CLEARLY SHOWS THAT MY EMAIL WAS EITHER NOT READ CORRECTLY OR INTERRUPTED CORRECTLY.

WAS MY CONCERN OR THE FAILURE TO RECEIVE MY CREDIT CARD WAS BECAUSE OF ISSUES WITH VALIDITY CHECK ? NO !

PLEASE READ MY EMAIL CORRECTLY AND UNDERSTAND MY ISSUES. ITS PURELY THE UNPROFESSIONAL ATTITUDE OF COURIER PERSON AND THE COURIER COMPANY. I HAVE WASTED MY PRECIOUS TIME AND MONEY GOING BEHIND THIS COMPANY TO GET MY CARD. I EXPECT YOU TO READ MY COMPLAIN AND GIVE ME THE REPLY ACCORDINGLY.

Payment related:

I HAVEN'T ASKED FOR MY CARD NUMBER. I DON'T HAVE ANY ISSUES PAYING MY BALANCE DUE. MY ISSUE IS THAT MY CARD WAS NOT DELIVERED ON TIME AND HENCE I AM UNABLE TO PAY. THE COURIER COMPANY WHICH YOU HAVE ENTRUSTED TO DELIVER THE CARD TO ME HASN'T DONE THEIR DUTY. PLEASE ADDRESS MY COMPLAINTS REGARDING THE COURIER COMPANY. DON'T PUT THE BLAME ON ME.

Account Number:

YOU HAVE GIVEN ME AN ACCOUNT NUMBER, BUT NOT EXPLAINED THE STEPS OR PROCESS TO FOLLOW TO DO THE PAYMENT. PLEASE GIVE ME A STEP BY STEP PROCESS TO FOLLOW THE PAYMENT DUE WOULD BE DONE IMMEDIATELY.

Late Payment Charges:

PLEASE TAKE IN TO CONSIDERATION THE DATE WHICH I HAVE REGISTERED THE COMPLAINT OF NOT RECEIVING MY CREDIT CARD.

PLEASE REFER THE DATE IN WHICH YOU HAD PROMISED ME TO GET BACK WITH THE REPLY FOR MY CREDIT CARD WHICH WAS 2 DAYS BEFORE MY PAYMENT DUE DATE.

YOU GIVE ME A REPLY ON 2ND JUNE INSTEAD THAT TOO WITH MY REMINDER AND NOW CLAIM THAT I HAVE TO PAY A LATE FEES?

I HAVE NO ISSUES IN PAYING MY MONTHLY FEES WHICH I HAVE ALWAYS DONE. NOW I DON'T HAVE A CREDIT CARD NUMBER TO PAY MY MONTHLY FEES. HOW AM I SUPPOSED TO PAY THE FEES.

IN TODAY'S MAIL YOU SEND ME AN ACCOUNT NUMBER AND I HAVE NO IDEA HOW TO PAY USING THIS ACCOUNT NUMBER. IT WOULD HAVE MADE SENSE TO SEND ME THE ACCOUNT NUMBER WITH A REPLY TO MY MAIL AS PROMISED BY YOU ON 28TH MAY.

PLEASE DO TAKE RESPONSIBILITY FOR THE DELAY AND HOLD YOUR COURIER COMPANY FOR THE DELAY. DO NOT PENALISE YOUR CUSTOMER FOR THIS.

FURTHER NOTE: BEING A DOCTOR I CONSIDER IT VERY REGRETFUL WASTING MY TIME RUNNING BEHIND AS UNPROFESSIONAL COURIER COMPANY AND RECEIVING CALLS FROM SBI DURING MY WORK HOURS STATING THAT I HAVE NOT PAID MY MINIMUM FEES. I AM HARASSED FOR AN AMOUNT OF RS.5000/- WHICH I HAVE NO PROBLEM IN PAYING.

DR.SANJU THOMAS ABRAHAM
[protected]
(THIS IS THE REPLY TO THE EMAIL WHICH HAS COME FROM SBI CUSTOMER CARE ON 02-06-21 ; THIS REPLY WAS FOR MY REMINDER MAIL SEND TO SBI CUSTOMER CARE AS THEY DID NOT REPLY TO MY EARLIER MAIL FOR WHICH I WAS SUPPOSED TO RECEIVE A REPLY ON[protected]
2/6/2021

Dear Mr. Sanju Abraham,

Thank you for writing to SBI Card.

This is with reference to your communication dated 2/6/2021.

We understand the concern expressed in your communication and we regret the inconvenience caused to you and empathies with the difficulties faced by you.

We truly value you as our privileged customer and regret the inconvenience cause to you in the matter address to us. Please accept our sincere apologies for any inconvenience caused to you and for your displeasure whilst you felt our service levels did not meet your expectations. We solicit your continued patronage to our services.

Card Dispatch Related: We wish to inform you that we have already dispatched your re-issued / renewed card at your mailing address mentioned below as updated in our records and same would be reaching you shortly.

10 M SFI APARTMENTS, SATHYAMOORTHY ROAD, RAM NAGAR, COIMBATORE, TMN, 641009

We would request you to confirm receipt of the same.

Validation Checks taken by Courier Agent at the time of card delivery.

With regard to your query, we wish to inform you that conducting validation checks is mandatory to ensure the safety of your SBI Credit card and the information pertaining to the card is given only to the cardholder. This is to ensure that the card is delivered only to the primary cardholder. We would also request you to show the copy of any of the following documents as an identification check at the time of delivery of your SBI card:

- Driving License
- Ration Card
- PAN Card
- Passport

Payment Related: We regret to inform you that we are unable to provide you card number due to security reasons.

Further we wish to inform you that you can use bellow mentioned account number for payment instead of card number.

Account Number:[protected]

Charges not levied: We wish to inform you that as of now no charges has been levied to your SBI Card account so we are unable to process reversal of charges.

In case if charges are levied rewrite us for charges reversal and the same will be subject to approval.　

Finance Charges: We would like to inform you that in case the payments are missed or outstanding on the card is received less than the total amount due/ total outstanding amount, then interest charges are applied on the balance amount, thus the payment starts revolving on the account, this is also applicable on all the fresh charges incurred, in the same month by the cardholder.

The finance charge will be levied at 3.5% per month plus government service tax @ as per applicable charges effective from 1st February, 2021.

Please note that the finance charges will be calculated on opening balance as well as fresh purchases. This process continues till the complete outstanding on your card account is paid in full.　
In case of cash transactions there is no interest free period available at all.

The finance charges are levied at 3.5% per month plus government service tax @ as per applicable charges effective from 1st February, 2021 from the day of cash withdrawal, on a daily basis. The finance charges are levied till the cash transaction amount is paid back in full. (Hence, the outstanding on cash is liable to accrue finance charge for period between the statement date and the date on which full payment is received).

Late Payment Charges: We would like to inform you that in case the payment of at least minimum amount due is not received by the payment due date, the late payment fee is applied subject to a minimum of Rs.400.00 and a maximum of Rs.950.00 plus government service tax (as per applicable charges).

Please note, the late payment fee will be applicable as per the below-mentioned slab, plus government service tax (as per applicable charges). As effective from 1 November, 2020

NIL for Total Amount due from Rs.0-Rs.500;

Rs.400 for Total Amount due greater than Rs.500 & up to Rs.1000;

Rs.750 for Total Amount due greater than Rs.1000 & up to Rs.10, 000;

Rs.950 for Total Amount due greater than Rs.10, 000 & up to Rs.25000

Rs.1100 for Total Amount due greater than Rs.25000 & up to Rs.50000

Rs.1300 for Total Amount due greater than Rs.50000

Incase of any query, would request you to Click Here or contact the SBI Card helpline at[protected]prefix local STD code) or[protected]. IVR & Emergency Services on helpline are available 24 hours and Customer Service representatives are available from Monday to Saturday between 8am to 8pm or you can get easy access to exclusive services & account information with just a click. Visit our website sbicard.com or download the SBI Card Mobile App to access self-servicing options on the go!

If you are not satisfied with the response, you can write to Nodal Officer, Customer Service by clicking here or use the Escalate Button on the webpage. You will receive a response within 5 days.

Yours sincerely,
Swati Balbhadra
Customer Service Team – SBI Card

[THREAD ID:1-1HK2SYDG]

-----Original Message-----
From: [protected]@doctor.com
Sent: 2/6/2021 01:18:17 PM
To: "customercaresbicard.com"
Subject: Your SimplySAVE - SBI Card Monthly Statement -May 2021

TO WHOSOEVER IT MAY COCERN

Pls refer to the email statement below for my new SBI card. With this also Please refere to my complaint with SBI customer care below.

I have been following up with your delivery personal for my new card and the details has been givn in my complaint.

Now the statement generated is with my new SBI Credit Card.

I have informed this to the courier company here at least twice that am unable to pay my montly bill with out the credit card.

I HAD CLEARLY STATED THAT I NEED THE CARD LATEST BY 24RTH MAYAND THIS WAS TO PAY MY MONTHLY BILL ONTIME.

Your customer care was supposed to get back to me on this by 28th May, which they havent.

Now I get a notification and call from SBI card is over due. Its over due just because I dont have the credit card in my hand for which SBI card and the unprofessional courier company you have hired is responsible. DO NOT PLAN TO CHARGE ME A LATE FEES FOR THIS.

Your quick reply would be highly appreciated.


Sent: Tuesday, May 11, 2021 at 5:42 PM
From: "SBI Credit Card Statement"
To: [protected]@doctor.com
Subject: Your SimplySAVE - SBI Card Monthly Statement -May 2021

Having trouble viewing this e-mail? View this message in your browser


Dear Cardholder

Attached herewith is the monthly statement of your SBI Credit Card ending with XXXX XXXX XXXX XX06. Please note that your statement is password protected for security reasons. There has also been a change in the password configuration and the details of the same is mentioned below in this mail. Given below is the summary of your Statement for a quick reference.

Total amount due (Rs.)
88, 070.00
Minimum amount due (Rs.)
5, 030.00
Payment due date
30-May-2021

Pay through PayNet Pay through other modes

To view your password protected e-statement:.

Note:
We request you to add our E-mail ID [protected]@sbicard.com to your contact list to effect priority delivery by your email service provider.

Safety Tip:
Check your statement carefully for any suspicious or unauthorized transaction!

Click here to access your latest 24 month Statements

We thank you for using SBI Credit Card and take pride in having you as our customer. Assuring you of our best services at all times.

Best regards,
SBI Card

This is an auto-generated e-mail. Please Do not reply to this e-mail. For any queries, you may write to us at [protected]@sbicard.com
This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please destroy all copies and the original message. Any unauthorized review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.
SBI Cards and Payment Services Limited (SBI Card) (formerly known as SBI Cards and Payment Services Private Limited), DLF Infinity Towers, Tower C, 12th Floor, Block 2, Building 3, DLF Cyber City, Gurugram, 122002. Haryana, India.
Tel:[protected] l Email: [protected]@sbicard.com l Website: sbicard.com
Registered Office: Unit 401 & 402, 4th Floor, Aggarwal Millennium Tower, E 1, 2, 3, Netaji Subhash Place, Wazirpur, New Delhi
- 110034, CIN: U65999DL1998PLC093849

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25/5/2021

Dear mr Sanju Abraham,

Thank you for writing to SBI Card.

This is with reference to your communication dated 24/5/2021.

We truly value you as our privileged customer and regret the inconvenience cause to you in the matter address to us Please accept our sincere apologies for any inconvenience caused to you.

Card Related: We wish to inform you that we have taken of your complaint and would like to assure you that the same is under consideration. We would be intimating you by 28/5/2021 as the same is subject to approval.

The service reference number is[protected].

In case of any query, would request you to Click Here or contact the SBI Card helpline at[protected]prefix local STD code) or[protected]. IVR & Emergency Services on helpline are available 24 hours and Customer Service representatives are available from Monday to Saturday between 8am to 8pm or you can get easy access to exclusive services & account information with just a click. Visit our website sbicard.com or download the SBI Card Mobile App to access self-servicing options on the go!

If you are not satisfied with the response, you can write to Nodal Officer, Customer Service by clicking here or use the Escalate Button on the webpage. You will receive a response within 5 days.

Yours sincerely,
SALONI INTWALA
Customer Service Team – SBI Card

[THREAD ID:1-1HK2SYDG]

-----Original Message-----
From: [protected]@doctor.com
Sent: 24/5/2021 10:09:43 AM
To: "customercaresbicard.com"
Cc: customer.[protected]@delhivery.com
Subject: Re: Complaint


SBI Card,
Please find the below mail with explanation from the courier company DELHIVERY.
What the company Delhivery explains is completely untrue.
Their service person never made an attempt to deliver the courier, but had called me as I have written in my mail.
I was made to wait more than 1 hour on 2 days. Once at the promised delivery time between 11 am and 12 pm and second going to their office location ( both explained in my mail). The cpourier representative did not have the basic courtesy to pick my call up even though calling him more than 10 time and waiting for an hour on both occassions.
The preferred delivery time given was between 11 AM - 11.30 AM, which can be checked with SBI customer care recordings.
Now I get an explanation that the courier has been returned.
Being a Doctor my precious time has been wasted by DELHIVERY Courier.
If you are interested in your customers, please don't deal with such unprofessional company.
I would wait for the reply from SBI Card to further put my grievances in to appropriate Consumer Protection portals.
Dr.Sanju Thomas Abraham.


Sent: Monday, May 24, 2021 at 9:37 AM
From: "Delhivery Support"
To: [protected]@doctor.com
Subject: Re: Complaint
Hi Dr. Abraham,

We can completely understand your displeasure; however, it is never our intention to cause inconvenience to our valuable customers. We would like to offer our deepest apologies for the trouble you had to face.

We would like to apprise you that your shipment[protected] was marked returned on 17th May '2021 after 3 failed attempts. Also, the preferred delivery slot updated under this shipment was 09:00 AM to 07:00 PM.
We understand how upset you must be as you have not received the desired service. We truly apologize for this upsetting experience and assure you that this case is an isolated one.

We assure you that necessary actions will surely be taken and things will be escalated further to remove the scope of any such instance going forward. We will ensure such an instance will not be repeated.

We request you to contact your merchant SBI CARDS for further assistance as unfortunately, we would not be able to re-arrange the delivery of this particular shipment from our end until your merchant instructs us.
We look forward to enriching your experience with Delhivery and serving you much better going forward.
Thanks & Regards,
Tanu Aggarwal
Customer Experience
Delhivery
On Sat, May 22 at 1:17 PM, Dr. Sanju Thomas Abraham wrote:
The courier in the name of Dr.Sanju Thomas Abraham has reached your Coimbatore office around 2 weeks back.

When contacted from the courier I had informed the preffered delivery time between 11 am - 12 pm.

Despite of this twice I was contacted by your delivery person, post noon. I wonder having a lock down how can your person deliver post noon. Also I have told him clearly I am a Doctor and I have given them the time.

I had waited for one hour when he contacted me the third time and the person did not turn up and the same person calls me next day asking if he can deliver.

The same time I told him that I will go directly to the courier office and collect my courier and asked him the address. He asked me to call him the next day so that he will give the address . The next day I reached the location of the Coimbatore office contacted your service person over the phone over 10 times with out getting any reply. I waited for 1 hour at the location.

Today when I contacted the same number another person picks up and says that he knows nothing about my courier and what am talking about.

This is very unprofessional of your company. Its very important that I receive the courier which has my SBI card.

If I dont get my courier by 24th May 2021 ( Monday) I will place my complaint against your company with:
1.Jagograhakjago
2.Director, Department of consumer affairs
3. Voxya
for the financial trouble which has caused me because of not getting my card ontime and also wasting my time and money.

The Courier reference number : EV[protected]

Courier representative : Sunder Raj

Phone no: [protected].


Dr.Sanju Thomas Abraham
+91-[protected]
18280602:1219417