[Resolved]  State Bank of India — UNRESPONSIVE CUSTOMER CARE WITH MISCOMMUNICATION

Address:

Faridabad, Haryana

Dear Ms. Divya,

Myself Pallavi Chaturvedi and I am owing a credit card of your company, no. xxxx xxxx xxxx 1592. My issue is that your customer care services are pathetic. Now to mention that for the bill due on 4th December'12 carried financial charges, over-limit charges ( for over limit of Rs 61.80 only, i.e. not even in multiples of Rs. 100/-). I tried several times to your customer care number but as your services are so poor that after several attempts i could manage to talk to your customer care representative mentioning the seriousness of the situation and the medical reason for which my last payment went late. On my request he assured me that he is forwarding the matter and the late payment charges + financial charges + Over-limit charges would be waived off and the same will be reflected in the next statement.

To bring this to your notice that i had a Major accident due to which i was hospitalised for several days. This delayed the payment due on 4th November'12.

With the assurance of your lately attended CCE, i was pretty relaxed. But again the same charges with more surplus charges are reflected in my new statement due on 4th Feb'13. I was shocked to see this management of your department. I knew that calling at your customer care is a toucher, but still i took the pain and noted every single activity of them to mention you in writing that how disgusting services are provided by your organization.

On 22nd Jan'13 I called up at "[protected]" by 10.56 AM
Call got disconnect in 2min and 54 seconds after the inconvenient process.

Again on 22nd Jan'13, I called up the same number by 11.00 AM. This time it took almost 6min and 20 seconds for the process to select the option for talking to CCE (Customer care Executive) with the statement that our CCE will be available after 8min and 35 sec. So after almost 15 mins your CCE went available to take my query and kept me on hold for processing my complaints. And you would love to know that i was kept on hold for 1hour, 32 mins and 30 sec. Your executives were connecting the call without speaking anything (background sounds reveals this), just to check that whether i had disconnected the call due to frustration or i m stubborn enough to wait till the end of patience.

And disconnected the call at 12.32.30 PM without any attention. This is how customers are handled at your company. With untrue commitments, disrespect. SBI is amongst the most reputed banks of the country, that doesnt mean that you can provide us with the worst services of its type to give mental harassment to the customers.

Does it takes 92 mins and 30 seconds to keep the customer waiting. And its not been the first time. You had made your Customer Care Department such that people wont be able to register the complain due to such disgust response and in case some stubborn like me can still manage to reach your CCE, then they are hanged with no response.

IT CLEARLY MEANS THAT YOU ARE NOT INTERESTED IN SOLVING THE PROBLEMS.

Other CCDs of any bank hardly take 1-2 mins to get connected and solves the issue in barely 2-5 mins. Yours services has spoiled the name of SBI Bank. Absolute Disgust.

I need a proper and eminent response to this.

KINDLY READ THE COMPLETE MAIL AS EVERY ATTRIBUTE IS MENTIONED IN THIS.

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Regards,

Pallavi Chaturvedi
[protected]