HDFC Bank — HDFC Bank refuses to email copies of account holder's initial document

Misled by HDFClife

Jun 23, 2023

Address: HDFC Bank. Opp. N.C. Bandra West, Mumbai

There was a request by my wife, Winifred D'Souza as an account holder and myself in requesting her initial documents. An account holder has the right to view his/her documents. The bank refuses to her request of viewing her own documents citing "internal matter and confidentiality". This I believe is that the bank is afraid of their exposure of fraud. This is unacceptable and has to be addressed.

From: Trevor d'souza
To: grievance.[protected]@hdfcbank.com ; Mukesh Bhatia
Sent: Tuesday, June 13, 2023 at 11:35:57 a.m. EDT
Subject: Fw: '[protected]' SOCIAL MEDIA : TW[protected]
I wish to make this clear that the documents that are sought are from my account as account holder. This has been addressed in the past. I repeat that for my records I would like to view copies of the initial signing in when I opened my account with HDFC bank a/c # [protected]

Winifred D'Souza

----- Forwarded Message -----
From: Grievance-Redressal
To: Trevor d'souza
Sent: Tuesday, June 13, 2023 at 10:52:49 a.m. EDT
Subject: Re: '[protected]' SOCIAL MEDIA : TW[protected]

Dear Mr. D'souza,

Greetings from HDFC Bank.

This is in reference to your email dated June 12, 2023, received at the office of the Managing Director regarding account maintenance.

At the outset, we regret the inconvenience caused to you in this regard.

We wish to inform you that the documents sought by you at the time of your account opening are internal records for the Bank and hence, the considering the confidentiality norms, we will not be in a position to share the details as required.

We understand that the same has been communicated to you by the Branch via emails and you have also received the confirmation mail on May 31, 2023, June 02, 2023, June 05, 2023 and June 12, 2023.

For further assistance, please contact the Branch Manager Mr. Mukesh Bhatia on [protected] or write to him at mukesh.[protected]@hdfcbank.com.

Assuring you of our best services at all times.

In line with our focus and commitment to Customer Service, we trust we have addressed your grievance in a fair and equitable manner and the issue has been resolved to your satisfaction. If you are not satisfied with the resolution, you may write to our Principal Nodal Officer Mr. Ripal Kiritkumar Sheth at HDFC Bank Ltd., 5th Floor, tower B, Peninsula Business Park, Ganpatrao Kadam Marg, Lower Parel (West), Mumbai 400013 or E-mail at [protected]@hdfcbank.com. Alternatively, you can call at Tel:[protected].

Warm Regards,
Shraddha S.
Customer Service Manager.
Grievance Redressal Desk.
HDFC Bank Ltd.

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HDFC Bank customer support has been notified about the posted complaint.

Aug 05, 2023

Updated by Misled by HDFClife I received a telephone call on 3rd August 2023 from a Mukesh Bhatia, Branch manager of HDFC Bandra Branch. I asked why were the initial documents of account holder is withheld from account holder. His answers were so vague and lack reasoning. Am I to believe that the process was required and the legal team advised to decline? What right could the bank decline documents from account holder unless there was a circular from RBI in writing stating it? I requested Mukesh Bhatia to send me a copy of RBI circular letter stating that the bank or a financial institution can withhold account holder's documents.