[Resolved]  Indusind Bank — indusind forex card - please avoid the indusind forex

Address:

560064

I have to report a grievance regarding an application for a forex card from indus ind. Just fyi i have been a customer of indusind credit card for 6 years and now after all this i will cancel it the moment i get back.

Card ref# [protected]

Day 1 monday september 10th i transferred inr 36k for a forex card

I had been told by customer care that it will be activated within a day and i will receive a confirmation to collect it from the nearest branch which for me was hbr, bangalore.

Day 2 tuesday september 11th no confirmation nor communication neither from the branch that the card is activated or ready to collect or visit the branch for documentation. Absolutely nothing.

Therefore, i called the number provided on the acknowledgement email and it was not active. I tried several times and gave up hence tried the email address on the acknowledgement email which was also wrong. I called up the number on google for the hbr branch and that was also wrong!

Day 3 wednesday september 12th i managed to get through to the branch number and spoke with ragavendra, assistant branch manager hbr branch bangalore. He told me there were no cards available. And did nothing to help me, not even the courtesy to say that he will try to get the card arranged or something and hung up.

I called up the customer care again and this time after putting me on hold for several minutes in the morning when its time for people to head to office!!! I spoke with prayag and narrated him the whole incident. He said he will arrange for a card by evening 4. After much discussion although i wanted the money refunded so that i could go get another card he convinced me to wait and assured that a card will be made available.

I went to the hbr branch by 4 and submitted all the required documents and they gave me the card with #[protected] but told me it was not activated and will be active by friday september 14th (Since thursday september 13th was a india holiday). Meanwhile i was travelling on thursday morning without any cash or forex card to glasgow.

Day 4 friday september 14th i am in glasgow and called the customer care first thing in the morning to get a status update. The customer rep told me it will be activated by another 4 hours. I headed out and when i never received a message or mail that the card is active i called up the customer care once again in the afternoon.

This time they put me on hold for over 5-10 mins while i am on roaming!!! And told me the card will be active by eod. So now from 4 hours the timeline had shifted to eod!! Meanwhile i had to use my credit card to pay for my expenses throughout the day.

I called up again in the evening because i had got no intimation that the card was activated. Once again the customer care put me on hold for several minutes despite requesting to make it quick since i am on roaming. I was told the card will be activated by 10 ist.

Day 5 september 15th my card is still not activated and therefore i am again forced to call in the morning (Glasgow time) 6.30am. The lady who picked up first of all didn’t even understand what my case was. So frustrated, i told her to cancel the card and refund the money so that i can use it atleast it to buy forex. She puts me on hold for over 5 mins and says she will transfer me to another department. Again i am put on hold for another 6-7 mins and she hasn’t even transferred the call this time – so what was she doing all this while???

I asked her to transfer me to prayag who i had spoken with on wednesday september 12th because he was the one who lied that it will be all done and taken care of. She said she cannot transfer but she will make sure he calls me back and hangs up.

Issues:

1. Indusind doesn’t care about customers problem. I am in a unknown country with no cash and when i picked indusind over other providers and paid upfront for the card why can’t you be more sensitive while handling my issue

2. Customer care is not well trained. They don’t understand and just keep putting on hold without having a proper answer. How difficult it is to find my request number with the forex card number and my phone number that i keep sharing each and everytime i call up?

3. If you cannot activate the card or provide the service why do you advertise it everywhere?

4. I want the refund. And don’t want anything to do with indusind bank going forward.
5. Its been 10 working days and i have not had any communication from the bank on my refund
6. Written to the grievance cell a few times but no response on that as well
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