[Resolved]  Axis Bank — failure to refund reported fraud, failure to follow due diligence, making false promises and lying to customers

Address:

ganapathy, 641006

I balachander, hold my account with axis bank. I had reported a fraud transaction on 6th of july 2019 for inr 6500 complaint number 53080511.

On the first call, customer care informed me that the amount will be refunded within 10 to 15 days as i've filed the complaint.

When i followed up on the issue after a few days, the customer care now informed me that i need to submit paperwork for the same and only then i will receive a refund. I was now frustrated by the wrong information that had been provided earlier by axis bank and informed them not to provide wrong information with customers.

I went to my home branch ganapathy, coimbatore tn and submitted the paper work informed on 11th of july 2019.

When i called customer care again they said on the 11th of august the amount will be refunded (I have a call recording of this from axis bank)

I waited till then and when i called again on 13th i was told that there is still processing on going and paper work has not been submitted. I connected the customer service with my branch and the bank employee had mentioned that the paper work was submitted, but it wasn't done accordingly to their internal process, and was requested to mention that i have submitted the paper work on 11th of july so the request can be processed.

I waited again and followed up many times with customer care, and every time i call they told me paper work was not submitted and when i call the branch they said paper work has been submitted.

I was being bounced around between branch and customer care, and the complaint 53080511 was rejected and the reason that was given is that my paper work was not submitted.

When i called the branch and asked them to re-submit the paper work and i requested the branch to add a letter stating that i have submitted the paper work, the bank refused to give me acknowledgment it.
Unacceptable behavior that when a customer requests their information and axis bank doesn't have the courtesy to address it.

I had to travel from bangalore to coimbatore to my home branch and i had to ask them to re submit my complaint with a new complaint number that has been generated 54344672 and submitted on 7th september 2019

The branch had informed me that they will update on monday, there has been no calls from the branch till date.

I called customer care and they have informed me that the request was rejected due to non submission of documents within the required 20 days time period. My letter to the bank has a clear date mentioned that i have given the paper work on 11/7/2019 which is just 6 days from when the transaction happened, even this 6 days wouldn't have been delayed but that happened because of wrong information given by axis bank customer care.

This kind of treatment of customers makes it so that axis bank has failed in any due diligence, the marketing department calls us for credit cards and investments in stocks but when i requested the customer service to specifically put someone on my cause they said they can't do that.

There has been plenty of customers that might not be getting their money back due to this kinda behavior from axis bank and they might not follow through or report the issue.

I have escalated this issue because axis bank only seem to drag the case or reject my application when i have followed everything in accordance with their request and as per regulations laid out by rbi for banks.

The issue with axis bank

- lying to customer on several occasions
- failure at branch to process the paperwork on time (Had processed the paper work almost after a month)
- false promise that the money will be refunded
- wasting customers time
- failure to assist in providing paper work at the branch
- forcing customers to visit branch when it was initially a failure to process paper work on time
- lack of responsibility and provide proper resolution
- avoiding calls when i tried calling axis bank branch employees
- no follow up from axis bank on the incident

I have the call recordings of the incident from axis bank for the above. Please address this issue.