[Resolved]  Sbi - Savings Bank — High handed behaviour of Manager

March 10, 2010

To Whomsoever it may Concern


To start with, am unsure if this mail will be read and responsed upon. But, I would want stringent action taken against V Prasad, Manager - PBD of SBI, who was not only rude and arrogant, but also does not know how to speak to a customer.

I have initiated a Car Loan since February 2010, for which I have cleared ECS Mandate for a deduction of Rs 9962/00 per month from my Savings Bank Salary Account with you in your Samriddhi Bhawan Branch, Kolkata. Such clearance is to be effected on the 5th of every month. The first EMI was given thru a PDC which was promptly cleared. Therefore, technically, my 2nd EMI and 1st thru ECS was to be effected on 5th March 2010. The available funds on 5th March 2010 was a credit of Rs 26076/00

To our horror, HDFC Bank, thru which the Car Loan was availed, called on 8th March to tell that the EMI payment could not be effected and the reason given was "Refer to Drawer"

I clearly remember of not giving any special instruction to stop such a payment. When I went to SBI Bank alongwith my husband on 9th March, we were told to meet one, Mr Milon Sen. On updating the happenings and checking thru my bank account, Mr Sen confirmed the error and referred us to Mr V Prasad, Manager - PBD. This gentleman paid no attention to what was being said, was completely disinterested and kept on fiddling with his papers and computer and had the audacity to say that such practice was normal in SBI and the next EMI from April 2010 would be honored. He then asked Mr Sen to give us a certificate confirming the available balance of Rs 26076/00 on 5th March 2010. Within a minute of saying this,he asked Mr Sen to not give us any confirmation and told us to speak to HDFC Bank. This hassled us and we demanded the certificate. At this point of time, V Prasad became extremely rude, loud and also forgot how to speak to a customer, and that too a lady customer. This angered my husband and he too had to caution V Prasad to know how to speak to a lady.

Then an elderly gentleman came and wanted to know our challenge. He apparently reported to V Prasad and admitted that though the mistake was from the end of SBI Bank ( the ECS Mandate was updated from 5/4/2010 instead of 5/3/2010 - and he showed us that on his computer), he could do little as V Prasad is his Boss and he cannot do anything which the Boss did not like or allow. He said, as a"mediatory" gesture, he could stamp the Pass Book as "updated on 8th March 2010". He also said that since they were low on manpower, they had to multitask. I was amazed at the excuses being made for the screw ups of SBI Bank

Now, my questions to SBI Bank are:

1. When I had clearly allowed ECS Mandate, how did the Bank committ the mistake of logging in 5/4/2010 instead of 5/3/2010
2. HDFC Bank has charged Cheque dishonor charges + there was a lot of embarassment for such incompetency of SBI Bank. Who will pay for that?
3. How does V Prasad have the audacity to be rude and arrogant to a Customer? Is this the culture of SBI Bank? Is this your recruiting and training standards.

I seek immediate redressal to my challenge alongwith a apology letter for the error and rude behaviour of V Prasad.


Regards

Sucharita Roy