Axis Bank — Customer service quality

Address:	Mumbai City, Maharashtra, 400053
Website:	www.axisbank.com

I own an axis bank credit card and duly making my monthly payments on it. For the last 10 days, i have been receiving 3-6 ivr calls asking me to make the minimum payment which is due on the 27th of every month. These calls became extremely irritating as you don't expect a reminder calls 3-6 times several days before the due date of the payment.

Anyway, i made the payment on 23rd of this month (Again way before the due date) and today, 26th june, 2016, an actual person (And not ivr) called to ask why i still haven't made a payment. When i explained i have and that details have been updated and also that the call centre should first cross check the details before calling, the representative started bullying me.
He first said "why should i check the details, it is your responsibility". When i told him this is not the way to speak to a customer and that it is not my "responsibility", on the contrary it is theirs because the payment is clearly showing on my account, i was told that "how am i talking to you? How am i talking to you? You don't even have the courtesy to make your payments on time and take responsibility for your payments"

I asked him to forward the call to the manager as this way beyond inappropriate. The manager said my payment was due on the 6th of every month. I requested him to check my details again as the due date is 27th not 6th. Without apologizing, the manager said "yes that's right but you have rupees 100 outstanding and the call was only a reminder for that amount"

When i explained that this is harassment - first i keep getting these ivr messages, then i get bullied by a customer service representative, then the manager decides to mention an incorrect due date hoping i would believe it but when i don't he tells me i have a rs 100/- due which also is false as the entire due amount was paid.

Then the manager tells me ivr is not his problem because those calls are from axis bank whereas he is a third party company. I refused to further discuss any account details with him because then that becomes a privacy law issue. Why would anyone discuss their account with a third party?

Upon my refusal, he mentioned that he is an authorized third party which also then should make him liable for the ivr calls. If it is a department within an organization, that's not my problem. The calls i have been receiving are for credit recovery from the axis bank and i am speaking to it's representative. Simple as that.

The conversation kept going on like that in circles. And finally the manager hung up.

I also have a recording of the entire conversation if it needs to be provided.

The bank is liable to apologize and compensate for this harassment.

Axis bank phone numbers, i've been getting calls from are:
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