Indusind Bank — reward points indulge credit card

Address:

Mumbai City, Maharashtra, 40020

On 3rd november 2018 i was making payment to lic for the premiums against the policies that were in the list of scheduled bills. After i had made a total payment of rs.9, 89, 255.00 against 40 lic policies. When i tried to make further payments, i got a message stating "daily debit limit exceeded. Daily limit = 10, 00, 000.00".

Thankfull i had not cancelled the auto pay for policy no.89*87 as the due amount was showing as rs.10, 19, 439.66

On 4th november 2018 at 00:37 i called indusind call center on [protected] and informed the executive that i wanted to make a payment of rs.10, 19, 439.66 however there is a message stating "daily debit limit exceeded. Daily limit = 10, 00, 000.00". The executive told me that i could go ahead and make a payment of rs.10, 19, 439.66 and assured me that there would be no problem of the debit limit. I asked him not to disconnect and told him that i will try immediately to see if this payment goes through. Hence at 12:53 a. M. I cancelled the auto pay instruction on the policy number 89*87 and immediately went on the view & pay bills section to make the payment immediately. To my surprise when i tried making this payment i got the same message again "daily debit limit exceeded. Daily limit = 10, 00, 000.00". When i told the executive that the payment is not going through he told me to try again at 5:00 a. M. And said that there should be no such issue of a 10 lakh daily limit. However the same error repeated when i tried at 5:00 a. M.

When i wrote to indusind regarding this they informed me that there is a daily debit limit of 10, 00, 000/-. I requested them to increase the daily debit limit temporarily so that i could pay the premium. However inspite of several emails, indusind kept replying "we are working on your concern of payments decline and will update you with the status shortly. We request your support and co-operation in the interim." & "we are acting upon the concerns of payments decline highlighted by you and will get back to you with the status shortly.".

Finally since indusind did not increase the credit limit. I had no option but to pay the premium to lic on the last day of the grace period usiny the net banking option.

If the indusind call center executive had not misguided me on 4th november 2018 i would not have cancelled the auto pay. The premy would have been paid on the due date by bill desk via the indusind credit card and i would have got 15292 reward points.

On 29th november indusind bank sent me an email stating "a complaint has been raised against the executive and shared it with relevant department to provide strong feedback for the wrong commitment. We confirm that credit limit for your card is inr 1, 500, 000.00 and the default transaction limit set on indusnet for credit card customers is inr 1, 000, 000.00 only. Hence the transaction of inr 10, 19, 439.66 has been declined in indusnet. Kindly activate auto pay instruction for the policy number[protected] to avoid such instance in future. We regret our inability to provide you compensation of reward points."

After this email i have escalated the matter to all the heads at indusind including the managing director requesting them to credit 15292 reward points as i have lost this opportunity only because of the wrong commitment of their executive.

On 27th december i have received an email from [protected]@indusind.com which states "basis the representation made by you in your email, we had forwarded your request to our team for 15, 292 reward points on card account. According to the update received, we confirm that we will be unable to credit 15, 292 reward points to you card account. This is in accordance with internal ombudsman team."

I fail to understand that why should a customer be penalized for an error made by the bank's executive? I am shocked at the way indusind bank is behay with a customer who has one of their most exclusive hiend credit card "indulge".