Axis Bank — Negligent Behavior

Hi,
I had filed a complaint to axisbank on 10th feb, 2009 asking them for a charge reversal which was wrongly debited from my account. I had made a transaction of Rs. 512 on 7th Feb, 2009 at pizza hut brigade road, bangalore.But this amount was debited twice from my account. When i checked my account online to find out that i was charged double i instantly called them up to file a complaint. Also i told them everything that had happened and also asked them if there was anything which i needed to do like submit any written request or the transaction bill. They told me that there was absolutely nothing which i had to do and the amount would automatically be reversed after 45 working days. I kept checking in between if everything was fine and if i needed to do anything from my end. They have always kept telling "JUST WAIT FOR 45 WORKING DAYS" and your amount would be reversed. However after 45 days when i called the customer care they said they had no clue why it was not reversed so they would forward the request to the concerned department again. After that i got a call from the MG road branch from Ramya telling that i had to wait for 10 more working days and it would be taken care. I again enquired if i had to submit any document or bill but she insisted nothing from my end needs to be done.
Now after 10 working days is over the amount is still not reversed and when i call up customer care they have no clue why the reversal has not happened. They said that i need to talk to my branch(i.e MG road branch). I instantly called up my branch and spoke to Mr Eraya. Finally he told me that i needed to get him the transaction slip for the transaction against which the double amount was debited. Also when i asked how much time it would take he mentioned that it would take another 7 days for processing the request.

Is this the way a customer is to be treated. I as a customer do understand that there are norms and conditions which the bank has to follow. However, if there is a commitment from the bank then it should be met. In this case it is just a waste of my time and energy running behind them and getting it done although i have no clue if it will be done at all or not. Does it really take that long and if you needed a transaction slip to process the request was it not the duty of the bank to tell me the same in the first instance. It took them 3 months and repeated calls from me to realize that they need the transaction slip to process the request. And now after 3 months they say it will take 7 more working days to process the request which is completely unacceptable.

Please help.

Thanks,
Shahnawaz Huda.
ph no - +91 [protected]
My branch : Axis Bank MG road Bangalore