[Resolved]  HDFC Bank Customer care — Pathetic Customer experience

Address:

Hyderabad, Andhra Pradesh

Hello,

My name is Surendra P and unfortunately I hold a Salaried Account with you bearing the Cust ID: 27224999. First things first, I must say that this bank is wonderful, amazing and awesome ( falling short of words here) in providing pathetic service and customer experience. I now you must be wondering why I must’ve said that. Let me share my experience with you.

I’ve lost my debit card on 9th Oct and got it blocked on the same day via phone banking. Being a weekend, I couldn’t reach out to branch to apply for a duplicate. When I reached out to the physical branch (Malakpet, HYD) on 11th, it was found that the A/C still hold my company’s address and I wished the card to be dispatched to my residential address instead. The bank personnel at Customer Service suggested me to apply for change of address first followed by another application for issue of duplicate in another 5 business days. I did wait for 5 days and walked in again to apply for the duplicate.

I never knew that your system is so dynamic and robust that the address was not updated yet even after the promised time frame. But the ever helping “Customer Service” guy suggested to fill in the form for the duplicate and promised to have the card dispatched the card directly to the branch bypassing the address on the account in 5 more business days. I was also told that I would communicated via SMS when the branch receives the mailer.

Till now, I felt very great and thought that Customer is always given the highest priority. I’ve waited for 10 days and never had any sort of communication passed on to me about the dispatch either. I walked to the branch again to enquire about it.

Another guy sitting at the same desk checked for al the mails they have received and informed that they have not received it yet and asked me to wait for another 5-7 business days which completely blown my brains off. I’ve called up the phone banking immediately to enquire and spoke to the “officer” (Lavanya) who started telling me all sorts of nonsense stories. First she tells me that they don’t see any request and have to wait another 5 days to update the system and then tells me that they never received a request. To mind you I’ve even asked her to put me on to her supervisor several times during the call which she reluctantly kept ignoring my request.

By now, I started to understand the priority given to HDFC customer and what Service you are offering. At last, after a head to head fight with the branch manager, phone banking officer and Customer service rep at the branch, it was found that while the card is about to get printed, due to the mismatch of address on the account against the filed application, it was never printed. The branch manager (Veerraj Vinnakota) was very kind enough to arrange another application for issue of card again and was told that it would take 5-7 days.

I called up again to check the status on the dispatch, the phone banking officer(Ramya) whom I spoke with said that the card has been issued and dispatched but do not have the dispatch details. Once again thanks to your system for keeping the records updated so “fast”. When I asked for a manager again and telling about my convenience, I was disconnected transferred and disconnected abruptly. I’ve calld up again and was very unfortunate to speak to same lady. I did ask her why I got transferred and disconnected. She was so rude enough to extent that she never cared/bothered to give me an answer. She did not informed me that I’m being transferred and put me on hold for ever. I eventually had to disconnect at least to save on my phone bill.

I am still counting to have my card and PIN.

I once again sincerely thank all you folks at HDFC for offering such a great pathetic service and a run around of my life. I intended to do some kind of investment management via HDFC and now I’m dropping off from the thought even. It gives me immense pleasure to think about closing the account and never deal with HDFC in my life time. I hope you will soon see the text in one of my blogs recommending my collegues and friends not to mess around with HDFC.


Utterly dissatisfied,
Surendra Ponnaganti