[Resolved] HDFC Bank — wrong amount charged for lounge access on credit card

vishwadeep1986

from Bengaluru, Karnataka

Feb 7, 2018

Address: 560066

My name is vishwadeep singh, my contact number is [protected] and my email id is [protected]@gmail.com and i am a credit card holder of hdfc bank, i am holding regalia first credit card (4639 # # 8764) on which i got a priority pass, at the time of issuance of this card i was informed that you have an airport lounge access offer on this priority pass and you will not be charged any fees on this for any domestic and international travel. Accordingly i used this priority pass in new delhi and bangalore on 23rd and 26th november 2017. At that time i was not charged anything but after 3 months i can see amounts of rs 3518 + 3518 and rs 634 + 634 has been charged to me for using the priority pass. When i called the customer care they informed me that i am charged for taking +1 along with me. On counter i was told specifically that there will be no charges and for 3-4 months there are no charges showed in my bill. Now suddenly i am seeing almost 8 thousand bill. I was also told that the bank has make the domestic access chargeable but i didn't get any communication from bank side before 23rd november 2017 and not even after that. So why should i pay this charges.
I was not made clear about payment at the same time?
Why it didn't get deducted there only while swiping the card for lounge?
Why they have to wait for several billing cycles to come up with these charges?
This is completely the case of fraud for deducting unnecessary and unrealistic amount to deduct without customer knowledge. Why this amount was not told to customers prior?

I feel cheated, please help me.

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Mar 10, 2018

Complaint marked as Resolved

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

Verified Support

Feb 07, 2018

HDFC Bank Customer Care's response Dear Customer,

We take this opportunity to clarify that if you are using any Domestic Lounge visits using priority pass then same will be charged at US $27 + GST as applicable effective from 25th May 2017. We wish to inform you that lounge access updates are intimated to the customer's vide Estatements / Bank's website. The website was also updated in the month of March 2017. Charges will be billed to your credit card statement usually within 90 days of the month in which you visited the lounge. Please verify the below link for further details: http://www.hdfcbank.com/personal/credit_card/regalia-first

-Manoj
HDFC Customer Assistance

Feb 08, 2018

Updated by vishwadeep1986 Yes. But on practical grounds, who checks the website regularly. If there is some big change for Regalia Card holders with priority pass, HDFC could have intimated through email/sms. At the time of purchase, i was told that there will be no charges on your behalf, as you are a priority pass holder. In Delhi lounge, we went late night, hence they were almost closed and we only were able to charge phones. And on Bangalore Lounge, we only went there half an hour before the flight (can provide the details). and were able to have only lemon rice. There were no intimation on the counter that is going to cost us this amount. Why will I agree for 8 thousand worth of Lemon rice? Your 90 days cycle itself suggests that HDFC is trying to confuse customers and generating money. I am very old HDFC customer and never faced such issues. This is un-necessary and unfair amount deducted. Purchase is only a legal purchase when customer/client knows the amount that he is going to pay and what all he will get in return. But here, Lounge counter, made very clear to us that there will be no charges.
Hence, please do the needful from your side.

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Comments

PGDHARAM

from Mumbai, Maharashtra

Jan 27, 2022

l. note I am Prakash Dharmani and in my HDFC credit card ending with 5168 has been wrongly charged with Rs 2402 for travel taken on 13th Mar '21 in month of Jan 22.

Kindly clarify following:

a) why these charges are being levied after almost 9 months of actual transaction.
b) I had hardly travelled in last two years and no. of visits to lounge are much less allowed 6 to 8 times in a year. So why this charge is levied
c) Last but not the least I am sure no guest had accompanied me to the lounge.
d) It was categorically mentioned that lounge access is free.

Considering all these I would request you to reverse and give credit of below charges at the earliest and confirm.

Regards

Prakash Dharmani