| Address: | Mumbai |
| Website: | netbanking.hdfcbank.com |
Terrible experience with HDFC Bank: I recently created a Groww account and linked my HDFC account for payments. On 11th August, I was making some MF purchases using online payment. After a couple of transactions, the bank blocked 2 of my payments mentioning it's a suspected fraudulent transaction, since a similar transaction has occurred a few moments back. HDFC bank apparently sent a failure message to Groww also. Hence in Groww, my transaction failed and I did not get the M[censored]nits. But HDFC bank still debited the money to my account. The money was not refunded. After waiting for 2-3 days, I wanted to log a complaint.
From here my painful journey started. There's no easy way like use a menu option in netbanking to log a complaint. Hence I called the customer service, who declined to register the complaint.
After arguing with them for 24 minutes and finally warning them that I will record the conversation from my side that customer support is refusing to log a complaint and escalate it to all levels, they logged a complaint no.
I was given a ref no MUMC08222960 over phone but I did not get any mail ack for the complaint. After 2 days I got a call from the bank's support informing my request number 21503737 is logged and they observe that the money is transferred to the exchange and the exchange will refund it in due course. I asked for a written response to my ticket - which they again refused.
Therefore, I had again to log tickets with Groww. When they asked for confirmation from the bank, I could only provide them my bank statement.
Hence Groww also has to investigate the payment chain again. I was taken aback by the IT systems of HDFC bank and their general approach to their customers.My observations: A) HDFC Bank customer care needs a "convincing" to log a complaint.
B) They call the customer complaints as "Requests". So probably they do their customers a favor when they look into the complaints.
C)My transaction was aborted by HDFC bank but it seems, they cannot implement a "Transaction" where either both, the debit to my a/c and the M[censored]nits purchase happens together or does not happen at all.
D)They use some stupid logic and that assumes transactions as fraudulent but don't think it's worthwhile instead, to implement something simpler, like asking for additional OTP confirmation. SBI uses this authentication very well.
E)They don't think it is important for the customer to get written updates on the complaints logged.
Another issue occurred on 23rd August. My account was debited with an amount with narration "ICCL WR CR REVERSAL". But the original Credit entry itself is not appearing in my bank statement.
Then what is the debit for? I went to the bank's branch today to inquire. The response was "May be this related to some mutual fund purchase". But they themselves could not locate the original credit entry that is expected to be seen in the bank statement.
Hence now I am back into the HDFC customer complaint lifecycle. I have to call them and go through the painful ordeal to get nothing in return!
HDFC Bank, may be for you, the customer's time and money is of least importance. But for me it is. I do not want to go through this experience again.
I immediately switched to SBI for online payments, I will close a few FDs that I have and will stop using your 'services'.
I also hold a few equity shares of HDFC and now realize after this first-hand experience why HDFC stock is not faring well against competition. I have better experience with SBI and ICICI for netbanking.
For me SBI branch services are not satisfactory, but ICICI definitely are. Also both of them provide much better netbanking than you.
- Abhay Vaidya
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