Standard Chartered Bank — account hold kyc issues

praveen dhandapani

from Chennai, Tamil Nadu

Address:

Mylapore Chennai, Chennai, Tamil Nadu, 600004

My account has been put to hold since last 5 months & i have provided all the necessary documents. The home branch manager confirmed that the documents are sufficient but it has been 5 months of followups. & i have bounced all my cheques.
Kindly hear out from me.

1) my account/s has not been put on hold now but it has been on hold since last 5 months.

2) kyc documents has neither been asked now nor did i furnish now. It was requested long back & i spoke to the service manager from my home branch in the month of apr 2019 (When my account was put to hold) & shared all my documents, infact asked her if anything else is required from my side
She confirmed nothing more needs to be furnished from my end. As a reflection to her conversation, the hold was immediately removed, which confirmed i'm done from my end.

Again in another 10 days the account was put on hold, i immediately tried to connect with the service manager, home branch & my relationship manager, to understand if they had done their job or left my account verification process in the half way.

I received an automated mail from both the rm & the service manager, they have gone for vacation. I understood the reason why my kyc was not done. I didn't leave it there, i connected with the alternate spocs mentioned in the mail who are supposed to attend to my emergency in their absence, ended up none replying to my noise. I received the receiprocation only aft 3 weeks after they returned from their vacation.

She sent the executive on may 30th to collect all the kyc (Address n id proofs with sign) documents of my parents, family members. Which means she starts the process only now, after 1 month. (I don't understand how the hold was removed in apr confirming everything was finished).

Because of her negligence, i didn't get my salary last couple of months may & jun'19. I requested her to urge this & complete the process asap to help me.
Atlast after nothing happened, i tried to atleas deposit cash into my account despite not receiving my salary, as i have ecs to be cleared, it was not possible as well as the account was on hold. She then promised my hold will be removed atleast before the ecs dates which has not happened till date.

I couldn't stop my ecs with 3 days of time that i had on hand.

I have missed my ecs, cheque bounce charges, penalties, utility bills including electricity bills, my mother's incoming credits returned to the source,
She couldn't keep / make her payments

We want to know what the hell is the bank doing for 5 months having received the kyc documents 5 months back & you're aware of nothing.
Kindly check reference number [protected].

(I'll share the mail thread & conversations, when i shared the my kyc documents, the time stamp i received the mail's & the time i responded, with substiating evidence in my next mails)

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Standard Chartered Bank customer support has been notified about the posted complaint.

Sep 04, 2019

Updated by praveen dhandapani Despite multiple reminders, there is no progress on my complaint status.

I lately received ( a couple of days ago) seeking clarifications on the transactions made since last year june'18, which is no where related to mentioned reason the KYC documents.

I have no issues in giving clarifications, but kindly answer my questions

1) Why is that it was not asked when the transaction was done or when the accounts were opened, & why after 1 year & that too disrupting all our accounts frozen for an indeterminate period.

These questions were not even after I escalated & started my communication with ms.sangeetha since Jun end, when the accounts were already on hold for a quarter.

And I was promised that this wil be done & closed within a few days & I had furnished my responses for all the questions furnished, hoping that I won't have any problems atleast going forward, but despite having interaction with ms.sangeetha for a 2& half months, I'm now receiving an excel sheet seeking clarifications on the transactions made since last june'18.

I had clearly communicated to ms.sangeetha who promised me this issue will not take any further in July end, but after a month I receive this update from her & I requested her as per the previous conversation & confirmation, the issue should have been sorted out long back & I cannot wait any further to clear my ECS nor my family members cannot survive without paying their monthly dues, utility bills & other transactions & autodebits which run through their accounts.

Basis the communication made in July, I was promised that, the issue will be resolved & on the basis which I was waiting for the issue to get resolved so that we will be able to pay all ECS & standing instruction going fwd.

But I was shocked to receive an update a couple of days back, with an excel sheet on the transaction clarifications with a questionnaire. I asked ms Sangeetha, for transactions done before these accounts were opened (transactions made 15 months back), an year back, it doesn't make any sense to raise it now, that too after this long delay after her followup on this issue since June 2019, these were not asked & having put the accounts on hold for a couple of quarters...

I also want to know, that we all know she has been following up on this case since Jun 2019 but I have been receiving clarifications on installation basis, the last installment is what I received a couple of days back (The last installment seeks clarity on the transactions made in June 2018, after 15 months & she is clueless how many more clarifications they have)

I told Sangeetha, that she had not kept her word in the last couple of months & even my account [protected] has again been put to hold,
I spoke to Ms Sangeetha, though she couldn't take necessary action on hold removal, but least thing is to provide a temporary hold removal to enable me from NOT bouncing my ecss atleas this month, she has no answers but to ask the central team who are working on it. My ECS, autodebits fall tomorrow. I cannot compromise on them any further

Kindly revert to me immediately, else I'll need to look for other possibilities

Thanks
Pravin