[Resolved]  Axis Bank — CREDIT CARD issue

Address:

Mumbai Suburban, Maharashtra

DEAR SIR, Madam,

AXIS bank card number: [protected]

Would like to highlight irresponsible behaviour and not followed RBI rules by AXIS bank.
My brother had outstanding on card which was settled on settled in Feb 2009 by paying 19000 cash and 10000 cheque of HDFc bank.
This was his salary account which was closed by their employer and hence the cheque did not get cleared.

Again in Dec 2009 we started receiving calls and as per their executives confirmation we paid the amount by Citi's cheque which was realised. While making this payment had confirm with the executive on their line that, is this the final amount and would want to close this case.

Their executives did confirm this and collected money in Dec 2009.


Now in Sept 2011, i started receiving calls from executives asking card has outstanding and we need to pay for final settlement which was a shock for me.

I have gone through RBI guidelines for a bank which does mention that banks should do follow ups for outstanding amount and calls should be recorded. Executives language should not be indecent.


All these above points are strictly not followed by this bank.

Further since Sept 2009,I am doing rigorous follow ups with clarification and questions raised as below:

- Why did it take two years to understand the fact that letter issued was not valid?
- What were the follow ups, tracking done during this period?
- Why did the executives gave incorrect information in Dec 2009?
- Why the executives do not follow basic mannerism while speaking to client.

Unfortunately have not received any answers for any of above questions.

Had lodged numerous queries on their site and mails - there was no reply and as last option have written mail to their Nodal office, CEO (thrice),credit card head( once.)

An excellent irresponsible Procedure followed by good bank is CEO's representative forwards mail to nodal office, nodal office to customer service and customer service - standard reply - "We shall get back to you in 02 working days" since Sept 2011.

Wondering which country are we in, in north or South Pole that 02 working days are more than months!!!

Their executive also mentioned on call - Madam you lodge complaints, do anything, you will not get the reply for even 4 years, just pay the money".

How many times does a customer have to suffer? - i agree there was an outstanding and we did pay with interest to close this. One can not punish customer after settlement- that too with such irresponsible behaviour.

My concerns are
-when i paid the amount in Dec 2009, after clarifying 10 times i want to close this , tell me final settlement amount- they discussed details on phone and then after two years asking me to produce proof of my conversation with executive- they should have this in their own record!!

- Till two years no one was bothered to do follow up or inform if there was outstanding if any!!!

- What is the guarantee that this situation will not happen again in future!!!