[Resolved]  State Bank of India — False communication by Outsourced Agencies and Breach of Fair Practice Code

To,
The SBI Manager,
Credit Card Division.

This is with reference to SBI Credit Card which was offered to me under false commitments. Request you to read the complete mail and arrange a call back asap.

I had received a call from your Outsourced Agency for taking SBI Credit Card. I was told that there are no joining/cancellation/yearly fees etc. and i was told that i would get a SBI Gold Credit card and Credit /Cash limit shall be equal or more then my existing HDFC card.
Based on what i heard, i believed and agreed to take the card and requested the agency to send someone to collect the documents. I handed over all required documents and took xerox of the Application form papers.
Then i started getting calls from the Verification Agency confirming the Application and they intimated me that there was a joining fee for the card and i have applied for SBI Silver Card. The Application Form no. indicated by your Verification Agency was Wrong and i shared the actual Form No. which i had filled since i have the Xerox Copy with me. I told your Verification agency that i had applied for Gold Card and that i was informed that there were no hidden charges (i.e. joining, cancellation, etc.). After i shared this information to your Verification agency i again got calls from your Outsourced Agency indicating that it was one time payment and i need to agree. I clearly told you Agency that i was not going to say yes for these one time charges and if the charge still persist then they should have informed me and i requested them not to process my application. I got around 7-8 calls from your Agency with different people speaking to me (i.e. Smitha, Divya, Pooja, Poonam) and also to Sonya who said she was the Sr. Manager representing on behalf of SBI and her mobile no. is [protected] (atleast this is what was given to me). I believe the name of your Outsourced Agency was Lead Source Financial Ltd. or something like that. They even went to the extent to telling me that they shall pay the charges from their side/salary and i should say yes to your Verification Agency. I rejected the same indicated that it was not the right approach and then when the call once again came to me from your Verification Agency, i once again clearly stated that i would not like to have this application processed and that i want my documents back and the same was agreed with your Verification Agency.
Then a few days latter i got an SMS indicating that my Application was under process, i immediately called your Customer Care and spoke to your executive informing him (Executive Name: Majid) of the entire incident. Your executive (Majid) informed me that since the Application is in progress there is no other data that was currently visible and hence he (Majid) cannot check whether any charges were cancelled or persisted. I told him to log a complaint and make a note of the same since i had requested not to process the SBI Card if there were any charges associated. Majid was kind enough to give me a Reference no.[protected] for the call and i really hope Majid had documented our discussion.
Today (02-Mar-2010) i received the card, SBI Silver Credit Card and over and above that in the Terms & Conditions it stated that there were charges associated with the Card. Also when i tried calling the customer care i heard a charge of Rs.250/- charged to me for the card.
I am highly disappointed with this attitude and un-professional behaviour from SBI especially since our famly has been with SBI since ages. I am also disgusted by the approach of your Outsourced Agency and Verification Agency which processed this Application Form even after i clearly stated that i would not want the application to be processed. Statements from your Outsourced Agency such as "This is just a one time charge and who bothers of Rs250/- today, if you want i shall pay it from my side just say yes to the Verification Agency" are completely unethical and unacceptable. This approach is definitely unacceptable and is highly unprofessional. I had called today (02-Mar-2010) at 1950hrs on your Customer Care no. and when the call was attended by your Executive (Umang) he just put me back on the IVR without even listening to me and then after 7min. on the IVR, i heard that Customer Car is closed for the day.
I am disgusted with this approach right from your Outsourced Agency who committed fraud, your Verification Agency who processed the Application even after i told them not to process the application and the attitude of your Executive (Umang) who did not bother to even lend a ear to me and understand what was the issue before putting me on the IVR.
Relevant details are mentioned below for your reference:
Application Form No.: S[protected]
Reference No.:[protected]of the Complaint logged by Majid)
Credit Card No: [protected]

I need a call immediately from SBI Executive and need you to cancel the card asap without any charges associated towards me. I would not like to avail any further services from SBI and its complete experience was unprofessional.

Kindly do the needful and facilitate for closing the closing the credit card.

Regards
Yogesh Okhal
+91-[protected]