Yes Bank — inefficient grievance redressal - refund withheld after failed transaction

Reference ticket - cs[protected]

A transaction for inr 25k was done on yes bank wealth management on 25th september 2017. The amount was deducted but the transaction failed to go through because of a yes bank website failure. Subsequently a customer care ticket was raised on 25th september 2017. However there was no response from yes bank for several weeks on this matter. I have contacted customer care several times and the agents do not have a clue about the status of the refund. Issue was then escalated to the nodal officer on 9th october 2017. However the nodal office also doesn't seem to make any progress on this issue. It's now 4 weeks since the ticket was raised. My amount is still blocked with yes bank and they are unable to refund it. The agents i interacted with lack professionalism and empathy. They also give false promise of call backs. I chose to write in this forum out of frustration since i am convinced that the yes bank customer care route is ineffective in addressing my concerns.

It is criminal for a financial institution to function in such a slow pace to resolve customer concerns. You never know what that money means to a customer if he were in an emergency. I hope this message reaches someone who is sensible and in a responsible position in yes bank. I also hope they introspect and make their internal processes more efficient so that it doesn't bring hardship to the customers.

I request yes bank to provide a solution for my issue at the earliest.