Canara Bank — Incorrect locker fees and false sms alert fees charged/ illegally closing of complaints/ rude approach

Address:	Gariahat branch, Kolkata
Website:	canara bank

Locker fee of Rs 4720, being charged without any prior notification. RBI guidelines state the below- taken from their website-
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Principles for ensuring reasonableness in fixing and communicating the service charges
For the basic services rendered to individuals, banks will levy charges only if the charges are just and supported by reason.
For the basic services to individuals, the banks will levy services charges ad-valorem only to cover any incremental cost and subject to a cap.
Banks will provide to the individual customers upfront and in a timely manner, complete information on the charges applicable to all basic services.
Banks will provide advance information to the individual customers about the proposed changes in the service charges.
Banks will collect for services given to individuals only such charges which have been notified to the customer.
Banks will inform the customers in an appropriate manner recovery of service charges from the account or the transaction.
Banks will without fail inform the customers in all cases when a transaction initiated by the bank itself results in or is likely to lead to a shortfall in the minimum balance required to be maintained.
Disclosure and notification of service charges

It is imperative that the customers are made aware of the service charges upfront and the changes in services charges are implemented only with prior notice to the customers. For changes made in the charges, the notice to customers need not necessarily be to each individual customer, as it would be costly and impractical. The Working Group finds that for proper disclosure, the banks would do well to fully recognize the following needs of the customers and take steps to ensure that these are met:

Disclosure of the service charges:
Banks may consider the option of carrying out a one-time publicity of the service charges so that all customers are made aware of the charges;
The need for communicating the service charges to the new customers at the time of beginning of the relationship.
The need for displaying the charges in the notice board at the branch and advertising in newspapers, so as to disseminate information to the customers/public, in addition to display on the website as per Reserve Bank instructions.
The need for using appropriate method for communicating the service charges to customers of different profiles.
(B) Notifying the changes effected in the charges

The need for effecting any change in the charges only with prior notification to the customers of at least 30 days.
The need for providing an option to the customer to accept the change and if not accepted, to exit from the relationship with the bank within the above 30 days without any cost.
Banks may consider the option of advertising the changes in newspapers.
The need for including the information regarding the changes in any communication sent to the customer.
The need for displaying prominently in the notice board as well as the website all the changes effected in the preceding 30 days.
Banks may take steps to ensure that customers are made aware of the service charges upfront and changes in the service charges are implemented only with the prior notice to the customers.

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Our concern remains-
Increase of locker fees was not advised prior to the transaction. We did not receive any notification/ intimation from the Gariahat branch, Kolkata, West Bengal, India. There was no advertisement on the website and when I am repeatedly asking the branch to provide me with the effective date of when the change was advised, and when it was advised to customers, they simply are closing the complaint stating "as per RBI guidelines, case solved and closed" but RBI guidelines states the fact and what the branch is doing is illegal. Customers were not notified about any change. Even my mother aged 76 yrs got debited the same amount and she is a pension holder. How is this justified? You just debit what you like from customers account, is in my opinion a corrupt practise. And as customers, we are seeking the answer as to why an unjustified amount was debited without any notification. we know the locker fees to be Rs 2360 and suddenly you debit the double of it, is questionable!! I am seeking a refund of the difference of the service fees charged. I should be refunded Rs 2360 and the Rs 18 fees charged again illegally for SMS alert fees, a service we don't even use, No other bank charges us this fee except for Canara bank. We would be happy to pay the service fees if we used it. In fact we cancelled it in writing at the Gariahat branch IN 2019, YET we are charged. Every time, we have to lodge a complain and get a refund. Why the bank cant get it right? As per RBI guidelines, the bank cannot charge me for a service, I am not using, then Rs 18 SMS alert fees is not justified! and the funny part is, we never received any SMS from the branch till date. Stop this nuisance and refund to the customer. I hope honesty prevails,