[Resolved]  HDFC Bank — unethical charges for priority pass while accessing airport lounges without prior intimation

Address:

Mumbai City, Maharashtra, 400095

I never requested for a priority pass card, it was provided as a privileged customer gesture shown by hdfc bank to me. I felt extremely happy and the letter sent to me along with the pp card said that 12 lounge accesses in a year are complimentary with it. I accessed the lounges at the different airports at a few occasions and yes they were complimentary till i used it at mumbai on 25/08/2017 and delhi on 26/08/2017. To my surprise in one of my subsequent statements (Nov 17) i was charged rs. 1, 786.86 per visit. On enquiring about the charges through helpline i was told that the free accesses have been stopped but i contested that i never received a letter/communication from the bank about the same and i always had instructed the bank to send me all communications and statements as hard copies as i am not an internet savvy person. The bank on my repeated complaints showed another gesture of reversing one of those charges but are refusing to reverse the second charge. Please help me to get the second charges as well reversed.
My request is for the reversal of the charges (1788.88 twice + igst) reflecting in my november 2017 month's statement. I have realized that one of the charges have already been reversed in my feb-18 statement but the reversal of the second charge is still pending.
My simple questions to hdfc are :
1. Why wasn't the hard copy of the charges of accessing lounges at the
Airport with your pp cards sent, when all of a sudden it was decided by
Hdfc and that too in the middle of a year that the free accesses provided
Earlier would be chargeable?
2. The hard copies of charges could have been simply sent with the
Statement along with the free brochures of jumbo loans, discount
Vouchers etc.
Isn't it a clear case of conveniently hiding the charges from customers?
3. An email or an sms can be easily lost or junked or for a person like me it
Can be easily missed if one does not check one's emails regularly. To be
Honest, i cant even find any email regarding the charges of pp card usage
At the lounges that hdfc executives have been saying, apart from the
Ones that have started coming ever since i have been requesting for a
Reversal of the charges.
4. Please mark that the pp card was sent to me without my requests for
It or the complimentary services that came along with the pp
Card. We and i'm sure many customers like me were lured into using them
By the kind gesture hdfc showed towards us saying we were its valued
And privileged customers-isn't it true?
5. Please seek an answer from hdfc bank as to why it should not be
Considered another banking fraud?