HDFC Bank — hdfc bank credit card

*** I AM ALWAYS AVAILABLE ON EMAILS. PLEASE DO NOT CONTACT ME ON CALL***

HDFC Complaint ID's:
[protected]
[protected]
[protected]
11011799
HBL=[protected]
11033306

I am an existing HDFC Bank Credit Card and HDFC Bank Account(s) holder. I have been associated with your Bank for 7+ years, and had only good things to say about you.

I have had numerous Credit Card transactions and EMI’s with you, of varying amounts (both lesser, and greater than INR 21, 269) and varying terms (3 months, 6 months, 1 year, 2 years, 3 years etc.)

However this month, I have faced unprecedented ordeals with your PhoneBanking Team.
I had made a transaction of INR 21, 269 (Transaction made on 10th December’ 2019, accepted by Merchant on 11th December’ 2019), and wanted to convert this amount to 12 months EMI. Hence, I called up your PhoneBanking team, to help me in this.

However, your PhoneBanking agent Mr. Shashank Rawat, told me that I had made an INR 1 EXTRA payment on the previous transaction (of INR 399) on my Credit Card. There was a difference INR 0.12 (12 paisa), hence he would not be able to convert my transaction of INR 21, 269 into an EMI. I told him, that I can give my consent of considering the transaction of INR 21, 269, as INR 21, 270. This was to ease his activities, and help him convert my amount to EMI. I also asked him to see, if he can seek an adhoc approval to adjust the INR 1.00 excess payment I had made, and convert the transaction of INR 21, 269 into an EMI. However, he flatly refused and asked me to make a credit card transaction of INR 500-1000, for him to process my request. Being the mid of the month, I told him that I do not have any further transactions to make. At this point, he offered me a loan of INR 27, 000 against my credit card, and said that once I take a loan, I can make payments for both the loan and my transaction of INR 21, 269, as an EMI. Upon stating that I DO NOT want a loan, I was told that this is the only solution.

Subsequently, I spoke to Madhu Sharma, Sumbul Yasmeen, Dolly and her Supervisor Ravinder Kumar Singh (13th December’ 2019, 11:43 AM), and others as well from your PhoneBanking team. However, I faced the same apathy from each of your agents. In fact, when I wanted to speak to Sumbul’s Supervisor to clear things out, she requested me not to make any complaint against her (as she might lose her job). Subsequently, I decided not to raise a complaint at that time.

When I spoke to Dolly later, she asked me for my account number for validation. When I told her that HDFC PhoneBanking agents are not supposed to ask for customer’s account numbers, she refused to proceed further. I asked to speak to her Supervisor. She connected me to Ravinder Kumar Singh, who showed apathy and was disinterested in helping me. When told that I may need to highlight his behavior, he told me to do as I want to.

I was forced to close my FD account with HDFC prematurely, to pay the entire amount pending in my credit card, in one go.

I again called up PhoneBanking, and this time was connected to your agent Daisy Singh. I told her of the ordeal I had gone through so far, and asked her to terminate my Credit Card permanently. This time your agent empathized with me, and raised a Credit Card Closure request for me (Complaint ID [protected], dated 13th December’ 2019 1414 hours). She told me that my credit card would be permanently closed in 10 days. I may receive a confirmation call about the credit card closure. However, I told her that it won’t be possible for me to receive calls on weekdays.

Later, I got a call from one of your agents who asked me about the problems I had faced. I again elaborated my troubles. He assured me of prompt action, and asked me not to close my credit card. However, I told him as well, that I now want to close my credit card permanently.

I called your PhoneBanking again on 22nd December’ 2019, to reconfirm the status of credit card closure request (Complaint ID [protected], dated 13th December’ 2019 1414 hours). I was shocked to know that my complaint has already been closed. I was told that I had asked for my credit card to be retained ! However, I had never asked my credit card to be retained.

Again, I highlighted my ordeal to your PhoneBanking agent Vaishali Rawat, and asked to speak to her Supervisor. She told me that her Supervisor would tell me the same thing. She was apprehensive too, in transferring the call. After much persuasion, she transferred the call to Kanishka Anand (her Manager).

I again highlighted my issues to Kanishka, who promised to look into the matter, and assured me of a speedy resolution. Also, Kanishka confirmed that Daisy herself had done a Credit Card retention request on the same call, WITHOUT my consent. Till date though, my credit card has not been permanently closed, and NO HELP/ assistance has been provided.
Based on the experiences above, please provide answers to the following questions:

• I have maintained a good credit score (Credit Score: 890). I have also had numerous Credit Card transactions and EMI’s with you, of varying amounts (both lesser, and greater than INR 21, 269) and varying terms (3 months, 6 months, 1 year, 2 years, 3 years etc.). I was also willing to accept the total charges of INR 24, 000, if my transaction was converted into a 12 months EMI. Why was it so difficult to convert my transaction of INR 21, 269 (Transaction made on 10th December’ 2019, accepted by Merchant on 11th December’ 2019), into an EMI for 12 months ?

• I have never taken any loans from anyone, do not have any pending loans, and don’t foresee myself taking any loans. Considering that I NEVER wanted a loan of INR 27, 000 (with a loan interest of minimum 1.5%), please advise why I was offered a loan by your agent (Shashank Mehta) ?

• I was made to understand that both EMI’s and Loans are considered to be loans, by you. However, if a customer has only made a transaction of INR 21, 269, why should he be forced to take a loan of INR 27, 000 (with a loan interest of minimum 1.5%), and pay a total of INR 30, 000 (INR 9, 000 extra) ?

• Why did your agent (Dolly) ask for my Bank Account number for verification, when RBI and your bank’s guidelines, clearly state that a customer should not share such details with anyone ?

• I have been calling your PhoneBanking service since 10th December’ 2019, for a call average of 90 minutes per day, for about 10 days so far. I have spoken to at least 10-15 PhoneBanking agents, and have still not received a resolution. Why do you need to trouble your customers so much, for a simple EMI conversion ?

• Once I had raised a Credit Card permanent closure request, why was the Credit Card permanent closure request resolved, without my consent ?

• I never asked/ requested for my Credit Card to be retained. However, I was informed on 22nd December’ 2019, that the Credit Card has been retained on my request. Why have I not received any copy of my request so far, on my email ID or SMS ?

• As your team has stated that I had asked my Credit Card to be retained, I need a copy of this request (where I have stated my Credit Card retention request). Does this not amount to fraudulent business practices ?

• Why was Complaint Number 11011799, closed abruptly, without providing any resolution/ consultation with me ?

I need answers to EACH of the questions above SEPARATELY. Please DO NOT close this request prematurely, without consultation with me. Do let me know if you are incapable of providing timely resolutions, so that I can escalate this further. I am not available to take calls readily, however, I am always accessible on emails.

Regards,

Chandan Ganguly