Kotak Mahindra Bank — Non delivery of DD despite constant assurance that it will be done the same day

Address:	122009
Website:	kotak.com

I had requested for a Demand Draft (ref no[protected] to be delivered at my residence on Friday, May 26. I raised the request around 11.30 am and was assured that it will be sent the same day. I explained to the 2-3 people I spoke with at Kotak that this was very very important as I had a deadline for May 27th and the bank would be closed for two days.

The DD was for Shikshantar School to facilitate facilitate an admission for a friend's son. To make this happen, I spent three hours coordinating with Kotak - first figuring how it will be done then going back from office to my residence and dropping of the cheque. I followed up during the day and was told that it would be dropped off by 8pm. I had a long day at work and only got back at 8.30pm. the dd was still not there. I called your HELPLINE - [protected] - spoke to Ritesh who got a supervisor Vijayn Adidravida to speak to me. He had no solution but said he will check and call me back. He called back later and said that it was not delivered because I was in Gurgaon and the DD was to be made in Delhi and only same city requests are honoured the same day. However, the money has been debited from my account. I called Damyanti Yadav, the relationship manager ([protected]) who said I should sms her or send an email and she will only look at it on Monday morning. I have cancelled the Demand Draft. it is no longer needed. In all, I wasted over 4 hours coordinating this whole thing and at the end I have not been able to meet my commitment.

I would like to point out the following:
Kotak sends me complete ######## emails with utter irrelevant nonsense but absolutely no attempt was made to call me to say even once that the DD would not be delivered that evening
3 different executives told me that the DD would be delivered to me the same day
There seems to be only a system to push emails and sms' down the throats of customers but no tracking system for service requests
I was hoping Kotak would be a better experience but it is the same as any other lousy bank.

It is very disappointing that Kotak Bank could not even meet a simple commitment.

Please do not bother sending me any message or email saying that you are "sorry for the inconvenience". This has cost me a very dear friendship and a child his admission.

Make sure that you now raise a cancellation request for the DD as it will not be required on Monday and reverse the money back into my account.

It will be better to make this a more constructive dialogue and instead send an executive who can help close this account.

A very very terrible experience and I never want to bank with a bank that has such a hopeless understanding of customer service and cannot deliver on its own commitment.