Axis Bank — Closure of SB account under E/S clause. Mishandled by Nabapally Br 021

Address:

Flt 2 D Block 7, Natural Heights.

I am referring to a letter of Nabapally Branch 021 dated April 27th 2022 addressed to a dead man (customer) and which was received by me as a joint account holder after 53 days.
A/c no [protected] in the name of Arup Kumar Ghosh (brother) since deceased on 20/04/2022 and me Jolly Sircar under EITHER or SURVIVOR mandate.
The balance is perhaps less than fifty or nil. and was requested to close the account as it was no more required and the request was from the SURVIVOR of the said account. Kindly note that the account was not under joint operation.
The strangest and most surprising thing that could happen under official ethical practice is the entire set of papers sent to Branch Manager Nabapally 021, returned to me including the envelope and a set of forms enclosed asking for additional information under “settlement of the deceased account.”
The following papers were returned to us: - My application requesting closure of the said account, unused chequebook, and death registration certificate duly attested by Gazetted Officer and the envelope.
Now let me reason out how things have been made complicated from a simpler request, and I regret to state that the Branch official could not grasp the content of my letter.
1. Whose KYC is being asked for? the deceased customer’s Adhaar was seized at the time of issuance of the Death Registration Certificate, so submitting the same would tantamount to the submission of fake documents. Although Adar no mentioned in Death Registration Cert. 0773.
2. As a survivor my KYC that is complete in all respect refer to account no [protected] held with Baguiati Branch 026.
3. When the reason mentioned for closing the account by the survivor is the Death of the other holder, why ask for “Reason of Closure of Account” again which is supported by the death registration certificate.
4. Why ask for confirmation of Transaction post-death under SURVIVOR Clause, I think as per Banking Practice, Survivor becomes the sole account holder with the option to continue or close the account.
5. Is there any RBI mandate that the survivor of an account has to visit the branch personally just to close the account. When fewer branch visits are requested due to the situation of the pandemic more so being a senior citizen, is my letter of request not requisite or not understood?
6. I did visit the nearest Branch that is just opposite to my registered address, Airport Branch Kolkata 410, before leaving for outstation but had the most horrifying experience from the dealing person. He was very impolite and asked me to go to the parent Branch and even if the closure is processed, I still have to visit Nabapally to collect the Draft. He threw back the unused chequebook without even checking the system if any balance exists or not. I experienced a PSU bank kind of dealing with customers.