HDFC Bank — telemarketing calls

Address:

Mumbai Suburban, Maharashtra

With reference to my complaint dated 20/12/2012, regarding tele-marketing calls, I got 3 emails from HDFC Bank, 1 from Mr. Neville(28/12/12) and 2 from Mr. Arun C (03/03/2012 and 28/12/12), all of them who call themselves manager. All the mails are available in this mail also for your reference.

With reference to Mr. Neville’s mail, it seems that the bank takes liberty to make sure that every customer is updated of your products irrespective of his DND status. This itself shows that HDFC does not care for the laws and tries every trick to make a mockery of the Indian laws in general and DND registry and its customers in particular. So this is a serious issue. This also shows how desperate private banks are for business and they don’t give a damn for any law or agency when it comes to business, no ethics, no standards, nothing.

Now coming to Mr. Arun C’s mail sent on 28/12/12, Mr. Pimplikar tried to contact me unsuccessfully. Mr. Pimplikar should take training from your Tele-marketing executives, who are successful every time reaching us, even if we don’t want to, and you guys should be proud of that, isn’t it. This itself shows that you guys are not serious in complaint resolution. The whole world calls me , talks to me, every month I get a bill for that number from my mobile operator and your service manager is unable to reach, ha ha ha …seems to be so childish excuse.

Mr Arun C , is saying that my number is registered under Consent to call, well I do get calls from other banks also , and we SUCCESSFULLY register the complaint on all occasions with the mobile operator. Had it been consent to call my mobile operator had conveyed me that we couldn’t register the complaint since it is not under DND.

Mr. Arun C seems to be a manager with the lowest IQ, and common sense, and a manager coming out with the most absurd excuses. I have a feeling that Mr. Arun C, is being managed by the DSA, from whose office the call was made. Mr. Arun C’s palms have been greased, managed and comforted so that he puts the blame on the customer. I smell corruption here. I always believe there is more corruption in the private sector than in the government sector. Mr. Arun C, stop trying to be oversmart.

Mr Arun C is also washing his hands from the episode that the call was not made from HDFC or its authorized agency. If that is the scenario, shudn’t the bank be concerned that a fraud is being developed, somebody is calling your customers with your name and who has all the details of our bank accounts. Means your bank is not maintaining secrecy and leaking out info to agencies. How can bank leak customer info to even its authorized agency. This is a clear violation of RBI guidelines. I will talk to RBI also in this regard. It is a serious matter, which needs to be investigated.

Mr. Arun C is trying to wash away the whole episode. If you have employees like Mr. Arun C, who do not even have a basic common sense, leave alone banking experience. I’m sure that you guys will be soon filing for bankruptcy. What I’m more concerned about is that my money is not safe with your bank, and if you guys go bankrupt, we won’t even get our money from the govt.

And Mr. Neville’s mail, itself contradicts all of Mr. Arun C’s statements. Strange contradicting statements from the same bank. So you guys have defaulted on various points. Let us elaborate on this :

1. Can the bank take liberty to sell to it’s existing customers even if they are registered under DND. ?
2. Can the bank share it’s customer’s personal info to private authorized/unauthorized Agencies ?
3. You guys are not talking to me anything about the resolution of my complaint ?

If you have defaulted on points 1 and 2, then I’m sure I’m going to the courts .

The most useless bank I’ve ever seen in my whole life, who are so customer unfriendly.

I’ve understood one thing; from the last so many days, customer service is just “LIP SERVICE”. Keep calling the customer, harass him sell insurance products, whenever we visit the branch. If I have to go to a branch again and again it is clear harassment, I’m already sick o[censored]sing this bank, and I’ve to go here and there Don’t u think guys, after all this ordeal, u have actually raped my trust and faith.

You guys have been acting like the Delhi police.This is something like a girl who was gangraped , visiting the police station and was refused to be entertained and rebuked after asking her all about the ordeal in detail. Then the senior manager calling her up and telling her to go to any other police station and write your complaint, means again going thru the same ordeal. Even to get justice.

In this whole episode, what I lost is the trust and faith on hdfc. Who are worse than any bank I’ve ever seen.

I’ve seen sales guys being fired for being a non performer, in every organization. But I’ve never seen anybody being fired for poor customer service, coz the blame is always on the cutomer, there is nothing like customer satisfaction, a customer dissatisfaction is brownie points scored for the customer service staff, and of course a salary raise, u see angry birds.

Why is it that we have so many issues only with a private bank. is this the efficiency level of your employees, is it the same of your directors also. Shame on you guys.U r a national shame.

Krishna malani

Emails from hdfc bank :

Dear Mr.Malani,

This is in continuation to our e-mail dated 28/12/2012 regarding the calls received at your end.

We wish to inform you that we still await your alternate / current contact numbers and convenient timing as requested vide our earlier e-mail dated 28/12/2012. We once again request you to provide us with the requested details to enable us get in touch with you to discuss your queries in detail.

Please feel free to contact us at[protected] or write to us at : PriorityRedressal.[protected]@hdfcbank.com for any further clarification/assistance that you may require in this regard.

Kindly note the query reference number for this correspondence is [protected].

Assuring you of our best attention at all times.

Regards,


Arun C
Manager - Customer services
Credit cards


Dear Mr.Malani,

This is in continuation to our e-mail dated 21/12/2012 regarding the calls received at your end.

At the outset, it is indeed disheartening to note your feedback expressed in your e-mail. We hasten to assure you that we are definitely committed to clarify your concerns with all earnestness and in view of the same, we have taken a detailed review on the complaint raised by you with respect to the recent promotional calls received by you offering our Bank's credit card product. We wish to share the following with you.

On our review, we found that your mobile number (83 xxxxxx 31) has been registered under "Consent to Call" and not "Do Not Disturb" in the DND registry. Specific to the recent promotional call received by you from 93 xxxxxx 39, we note that the same does not pertain to HDFC Bank / our authorised agency.

To apprise you of the above and to address your concerns in this regard, our Service Manager, Mr.Nitin Pimplikar tried contacting you on the contact numbers recorded with us and he was unable to establish contact with you. Hence, we request you to provide us with your alternate / current contact numbers and convenient timing to enable us get in touch with you.

Please feel free to write to us at PriorityRedressal.[protected]@hdfcbank.com for any further assistance / clarification that you may require in this regard.

Kindly note the query reference number for this correspondence is [protected].

Assuring you of our best services at all times.

Regards,


Arun C
Manager - Customer Services
Credit Cards


Dear Mr.Malani,

This is in continuation to our interim response dated 22.12.2012 regarding the promotional calls received from the Bank.

We take this opportunity to inform you that, in our attempt to keep our customer’s abreast of all the Bank products from time to time, our representatives contact the customers, soliciting their interest in our product offerings. It is concerning to note that you have been inconvenienced due to calls received from our sales representatives. We wish to assure you that your feedback has been shared with the concerned as appropriate.

You may please be rest assured that no further contacts/sms will be made to you from the Bank’s end. We once regret any inconvenience caused to you and request you to treat this instance in isolation and not as a reflection on our commitment to superior customer services.

We sincerely hope that you would not let this recent incident deter your patronage to HDFC Bank. Please feel free to write to us at: priorityredressal.[protected]@hdfcbank.com for further assistance / clarifications that you may require in this regard.

In line with our focus and commitment to Customer Service, we trust that this Grievance Redressal Cell has addressed your grievance in a fair and equitable manner and the issue has been resolved to your satisfaction. If you are not satisfied with the resolution, you may write to our Principal Nodal Officer Mr. RatanKumar Kesh at HDFC Bank Ltd., Trade World, “C” Wing, 11th Floor, Kamala Mills Compound, Senapati Bapat Marg, Lower Parel, Mumbai-400013 or E-mail at [protected]@hdfcbank.com or Fax at[protected]. Alternately you can call at Tel:[protected].

Kindly note the query reference number for this correspondence is [protected].

Assuring you of our best attention at all times.

Regards

Neville
Manager-Customer Services
credit cards