Indian Overseas Bank — Quality of Service

Sir,

I am reproducing the mail sent to the consumer grievances cell.

I have my Trust account in your branch. I have given a requisition for the cheque book on 15th July 2020. Today I came to the branch to get the same but it has not come. I asked a staff(female) to tell me when the cheque book is expected.She told me that the courier is has not come so far. I can understand the present situation. Then I asked for a help. She said in a very rude manner, " talk to the madam behind me". This she could have told in a polite manner. The way she answered looked like a customer shouldn't ask a staff for clarification. I immediately approached the other person(female). She was so polite and told me that the cheque book is on the way and she will call me once it reaches the branch.

I am not complaining just because I received this kind of harsh treatment but there was one customer who was asking for a doubt regarding the entry in the pass book about his pension. She was rude to him also.
My anxiety was that the people who are in need of money for their children's education should not come to a stop. Every year we give part amount towards their school or college fees.
I hope you will definitely understand the customer's feelings. I could have talked to the branch Manager but it would look childish.
Kindly make sure a customer walks in and goes out of the branch with a happy note. Make sure the staff persons are polite in answering customers.
For your information there were hardly 2 or 3 customers and there was no que outside.
If my trust account can be transferred to another branch it would solve everything.

Kindly do the needful.

Thanks and Regards

V.SANKARANARAYANAN

Sir,
This is in continuation to the above. On saturday (21st November 2020) I went to station road branch because my auditor said that the trust pan card has not been linked with the account. I have been filing returns. To find out what was the problem I went there and it was solved by one of the staff person who was really good and polite . I casually asked what was wrong with the landline and why it is always busy. Another staff person answered in a rude manner as " we have more than 2000 customers and we have to call them to update their accounts with the pan number". In what way it is a matter to me. Firstly why did the other staff answered my question when it was not put to her? If I remember correct it is the same staff person.
As a customer I have expressed my grievances and it is up to you to make sure this kind of treatment never takes place.
If you feel these are all minor things then this mail can go to the recycle bin and finally delete. I am sorry if these words have hurt you but every customer expects a quality service.

Thanks and Regards

V.SANKARANARAYANAN