[Resolved]  Federal Bank — Bank charges debited for the bank's mistake

Address:Thane, Maharashtra, 400602

I very much regret to complain that i do not get any attention/reply to my e-mails as well as service requests from federal bank.

Kindly see the following e-mail i had sent to shri babu k. a., head – retail business, federal bank ltd., ernakulam on april 7, 2016 for which i have not received any reply as yet. (this account is held among mrs g venkiteswaran, nv venkiteswaran and c venkiteswaran)

Quote
Mrs. g. venkiteswaran
M-5/1&2, ganesh krupa chs, kashish park, l b s marg, thane west 400604.
Phone:[protected] cell:[protected]

A/c no.[protected].

7 april, 2016

Shri babu k. a.
Head – retail business
Federal bank ltd.
Ernakulam.
[protected]@federalbank.co.in

Dear sir,

Thank you very much for your undated letter sending therewith a new debit card.

Kindly clarify if this is also an international debit card. the card which expired was such one.

I am likely to undertake a journey abroad early next year. so if the card sent to me is not an international debit card, you may please let me know how to get one.

Whilst on the subject, i wish to bring one or two things to your notice so that federal bank may consider ways and means to improve its performance whereby its customers may not be put to avoidable inconveniences. this is not a complaint as i have stopped complaining.

My old card expired with february 2016 and i got the new card today (7 april 2016) from the branch for which i had to contact them today and yesterday.

The envelope containing the card states “unclaimed return to sender” and bears a date of 22/2/16. this is my first such experience with a courier. there have been instances in the past where the couriers have found my door locked.in all such cases they had not returned the material/s. they either made another attempt (successful this time!) on their own or left a ‘sorry we missed you’ note advising me to get in touch with them to claim the material/s.

The envelope bears another date as 22/03/2016.

As i stated earlier i had to contact the branch, twice to get the new card.

I was inconvenienced as i could not withdraw cash from atm yesterday.

Thank you and with best wishes,

Yours truly,

Mrs. g. venkiteswaran unquote

Also please see the following e-mail i had sent to mr. padmanabhan, bm, federal bank ltd., thane west on august 7, 2016 for which i have not received any reply as yet.

Quote re : a/c no.[protected]. attn: mr. padmanabhan

7 august 2016

Re : a/c no.[protected].

Dear mr. padmanabhan

May i recall the discussion we had somewhere in feb this year, regarding replacement of my debit card expiring in march. you had said that a new card would be sent to me automatically by federal bank.

I received the card all right, although there were mix ups. the card was sent back by postal authorities and then they sent it your branch where it was lying for weeks!

After our discussion as aforesaid, i had forgotten about the card but the old card was active till sometime in april. only when it said the card had expired did i remember that a new card was to be received. then i contacted your branch and collected the new one, where after i destroyed the old card.

But after two days or three, ms archana from your branch called me to inform that the new card was deleted from the bank’s system. she said that a fresh card was being issued and would be delivered to me soon.

Accordingly another card was received by me, this time the postman delivered it at my residence, but the covering letter stated “as requested by you” etc. i did not take cognisance of those wordings till i saw a debit – on 16 april 2016 - of rs. 57 as fee for issue of a card.

I brought it to the notice of ms archana when she said she would reverse the entry. it was not done. and so when i saw her again, in may, i asked her if it needed to be reversed by ho/hq. she answered in the negative and assured that it would be done immediately.

It did not happen even in july and when i called on her to ask about it she said it was not necessary for me to go to her for that and as usual promised to reverse the entry.

But alas it did not happen even then.

I phoned ms archana on 2nd august when she said she would call me back in 15 minutes.

Till this time neither has she called me nor has the wrong debit been rectified.

I am very sorry to state that this is not the first time it is happening. on one account or the other i had always been put to inconvenience. you are also very well aware of these.

You know me very well as i am not the one to bring any harm to anyone.

Best regards,
N. v. venkiteswaran unquote

We are in september and the querries/problems raised as back as april are not yet resolved. to sum up:
1. some of their letters are not dated,
2. clarification sought whether the present debit card is international debit card or not, is not received,
3. the card was returned and then sent to the branch, who did not inform me,
4. the branch (ms archana) deleted the card from the system and yet bank charges were debited to my a/c for no fault of mine!
5. bank charges have not been reversed despite my several requests,
6. federal bank has not replied to my e-mails dated 7 april and 7 august.

Yours faithfully,

N. v. venkiteswaran
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Sep 19, 2016
Complaint marked as Resolved 
They credited back the amount on 17 Sep 2016 No phone calls, No e-mails received
Federal Bank customer support has been notified about the posted complaint.
Sep 19, 2016
Updated by vilwadriraju
Federal Bank on 17 Sep has credited back the charges they took from me for their mistake.

The Debit was on 16 April and they reversed it only on 17 September, that too after I taking

up the matter here.

A BIG Thank you to Indian Consumer Complaints Forum.
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