[Resolved]  The Royal Bank Of Scotland — Incomplete information provided on e Statement

Address:

Bangalore, Karnataka

Hi,

I have been using a Credit Card issued by ABN Amro (and now RBS) for over an year now. When I took this card I was told that there will be no Petrol Surcharge on the usage of this card. Every month there would be a surcharge which was levied on the Card but it used to get reversed in the next month. Recently I noticed that this has not been happening. When I noticed this I called the RBS Customer Care where I was informed that the Bank has changed this policy. When I asked them that why wasn't I informed, the Customer Care Rep told me that it was mentioned in the Aug statement. When I checked my eStatement, it was no where mentioned. When I pointed this to him he told me that this was mentioned only on the hard copy of the statement and not on the eStatement.

When I repeatedly asked the Rep on why this was not mention on the eStatement he told me that not all information can be provided on the eStatement and that such policy changes are only mentioned on the hard copy. I fail to understand that why this was not mentioned on the eStatement. I get the eStatement every month and have always made the payment against the details provided in that. It's only today that I found out that the bank provides the details based on their convenience. This is extremely funny considering that it is a global card. eStatement reaches you irrespective of where you are but the hard copy comes to you only if you are not traveling. What is the point of having a global card when such important information is only sent as a hard copy?

I tried to explain this to the Customer Reps (Giridhar and Imran) both of whom refused to acknowledge the issue. I repeatedly told them that it is not about reversal of the amount but the way RBS works but they were not ready to take this feedback. This is surprising considering that Banks are moving to eStatements as a standard and e-mails as a standard mode of communication. RBS is ready to accept eTransfers as payment but cannot send policy changes via mail.