[Resolved]  Axis Bank — Wrong / misleading information provided by axis bank customer service

Address:	411001
Website:	www.axisbank.com

Sir,

It with extreme disappointment I write this letter. For a regular Axis bank customer like myself, you would agree that your customer care department is the first point of contact for seeking clarification. And the fact that one of your agents has misled me by providing false information is unpardonable and unprofessionalism of the worst extent possible. Let me explain

I had purchased a washing machine from Flipkart on EMI in the month of July. But after a month, I started having some problems with the product and Flipkart agreed to refund the amount in whole. But, by that time, the first EMI instalment appeared in my CC statement for the month of August 2016.
Before I went ahead with the refund, I wanted to make sure what would happen to the first EMI. Accordingly, I had contacted your CS team via phone in the morning of 17.09.16. The agent who spoke with me explained in no dubious terms that once the refund amount was back in my account, the EMI would be adjusted against the next bill. When I requested for more clarity, he assured me that I will have to pay the CC bill in full, but the EMI against the refunded product will be adjusted against the next bill or in other words, it will be refunded. And he ensured that there wouldn’t be any EMI cancellation charges. Further, he advised me to contact the CS team again once the refund was back in the account and request for EMI cancellation. I reconfirmed the information provided and then contacted Flipkart CS to go ahead with the refund process, which they promptly did.

Yesterday, I realized that the refund had hit my account, so I contacted your CS team again to process the EMI cancellation. However, to my utter shock, the agent who attended explained that the first EMI installation was mandatory and there will not be any refunds/adjustments. When I reiterated the information provided by the earlier agent, he merely dismissed it with a tinge of arrogance. I requested to speak with his supervisor to which he put me on hold and disconnected the call.

For someone who has been using your services for the past few years, this has been both shocking and painful. I feel violated at this blatant breach of trust and that too from an organization I had good relationship with so far. What worries me more is the fact that if your agents have the audacity to take a Central Government employee for a ride by providing him false/misleading information, what is stopping them from exploiting unsuspecting customers who might not even know where to send a complaint? I am not sure what enrages me more; the sheer unprofessionalism and deception of the first customer service agent or the shocking lack of empathy displayed by the second.

The onus is now on you, as a reputed bank, to tip the scales back to normalcy and grant me justice by cancelling the first EMI instalment as promised. I would like to give you one final chance before I consider terminating my credit card account. And do not take me lightly when I say that I will do everything in my power as a Ministry of Finance officer to ensure that this won’t be overlooked as a lone incident. The ball is now in your court gentlemen.