2nd March 2009
Dear Sir,
My Complaint against SBI (Card Department).
My Card No. [protected] – N M Darji
Complaint for Delivery of Duplicate Product under Scratch & Win Scheme
Product: Louis Quartz watches 1053 worth Rs. 3990/-
By the name of Scratch & Win Bonanza, I have been delivered fake watch of Brand Name Louis Quartz watches 1053 worth Rs. 3990 as stated by SBI in coupon itself. For making the delivery of items of Bonanza, SBI entered the contract with AVA. SBI charged Rs. 590/- from us for handling charges. When I got fake watch worth only Rs. 200 to 400, I lodged the complaint against SBI vides my letter dated 13th October 2008.
Since then they are tossing the matter and not serious to solve the complaint. All previous correspondence is as under. I am repeatedly asking them for price they have paid to AVA for above referred watch. But they are giving the flat reply of complaining AVA. AVA may be responsible for delivery of defective items but when by the name of free Scratch & Win Bonanza, SBI wants to make profit, there is no alternative for customer to pay Rs. 590/- handling charges to receive item of lesser amount. It is one kind of open cheating.
I request you to intervene in the matter and see that SBI justify my case and ensure replacement of watch worth Rs. 3990/- at the earliest.
NM Darji/24, Someshwar tenaments,
Ranip, Ahmedabad 382480.
Mobile No. [protected]
EID: [protected]@gmail.com.
PREVIOUS CORRESPONDENCE
Re: My Card No [protected]
24th February 2009
To, Head Cards
SBI
It is very disappointing that since long I am writing you to solve my complaint, but again & again you are tossing the matter and same routine reply of advising me to fight with third party. Once again I request you to take up the matter with merchant yourselves because it is your creation and I have nothing to do with it. If they are not responding to you, it is total wasting of my time to horn against stone wall of third party which is only means of carrying out your contractual obligation. It is a pity of customer that even after 3 months, you are not in a position to find out an amicable solution by contacting AVA.
You are not serious and I would like to know the higher authority with Name & designation of SBICPSL, with whom I can lodge my grievance. If you are not covered by RTI Act 2005 as you writing, please let me know which authority can govern you for this kind of serious complaint. I may refer my case to Credit Bureau, Consumer Forum, RBI, Media or Government authority if you continue to escape from your duty of solving my problem. Please intervene and take up the matter directly with AVA which is your own creation to make us lose money by the name of Scratch & Win Bonanza.
Please be serous and do some great thing for your valuable client
NM Darji.
On Tue, Feb 24, 2009 5:21 PM, feedback.gesbi <feedback.[protected]@ge.com> wrote:
Dear Mr. Darji,
This is with reference to your communication dated February 17, 2009 regarding your SBI card account.
We regret inconvenience that may have been caused to you in the matter address to us.
We would request you to contact the merchant directly for resolution of your query at the below mentioned contact details:
1. By calling Toll Free Number:[protected]from MTNL/BSNL)
2. Additional Phone Lines: Cardholder can call on the dedicated new phone lines of the vendor[protected]/4697893/4697894/4697895/4697887/[protected].
3. E-mail ID: Cardholder can send redemption details on dedicated e-mail ID - [protected]@avamerchandising.co.in
4. Through Physical Post: Cardholder can post the copy of scratch details with their contact details with their contact details at the following address - 'AVA Merchandising Pvt. Ltd., c/o Mr. Manish Shrivastava, Plot-62, Sector-18, Gurgaon-122001
In addition, we would like to bring to your notice that the provisions of the RTI Act, 2005 apply only to “Public Authorities” and SBI Cards & Payment Services Ltd.(SBICPSL) is not a Public Authority hence it does not fall within the purview, scope and ambit of The RTI Act, 2005.
It may be noted here that SBICPSL is a private limited company incorporated under the provisions of the Companies Act, 1956, and is registered as Non-Banking Financial Company under the Reserve Bank of India, 1934. Therefore, we would like to reiterate that the provisions of the RTI Act, 2005 would only apply to “Public Authorities” and not to SBICPSL since SBICPSL is not a Public Authority.
Please feel free to contact us should you require any further assistance or clarification.
We assure you the best services at all time.
Yours sincerely,
AVP- Customer Service
-----Original Message-----
From: n m ([protected]@gmail.com)
Date: Tuesday, February 17, 2009 03:28 PM
To: HeadCards (head.[protected]@ge.com)
Subject: Re: Fwd:
This has reference to your email dated 10th December 2008 assuring me to revert soon with amicable solution to my complaint.
On account of fetal accident with head injury to my brother I could not follow up but expecting your response in the matter. But all is in veins, no response from you even after 2 months elapsed. It shows your lukewarm attitude and playing the technique of tossing the matter without any concern for the customer's genuine grievance.
NOW I APPLY UNDER RIGHT TO INFORMATION ACT 2005 AND SEEKING FOLLOWING INFORMATION WHICH MAY ENLIGHT EVEN BY THE FREE SCHEME OF SCRATCH & WIN HOW YOU CHEATING THE CUSTOMERS AND MAKING PROFIT IN THE NAME OF HANDLING CHARGES.
1. FOR DISBURSEMENT OF PRIZES YOU MUST HAVE ENTERED THE CONTRACT WITH AVA FOR SUPPLYING THE ITEMS OF THE PRIZES. KINDLY LET ME KNOW WHAT PRICE YOU PAID TO AVA FOR Louis Quartz Watch 1053.
I am ready to pay requisite fee for my application under RTI 2005 any of your branch in Ahmedabad.
N M Darji
On Wed, Dec 10, 2008 at 10:00 AM, HeadCards <head.[protected]@ge.com> wrote:
Dear Sir/Madam,
This is with reference to your communication regarding your SBI card account.
We acknowledge the receipt of your mail and assure you that we are looking into your concerns on priority. We will revert to you shortly in the said matter. We thank you for your kind patronage and cooperation.
We assure you the best services at all time.
Yours sincerely,
AVP- Customer Service
-----Original Message-----
From: n m [[protected]@gmail.com]
Sent: Saturday, Dec 6 2008 11:32AM
To: HeadCards [head.[protected]@ge.com]
Subject: Re: Fwd:
Date: 6th December 2008
RE:'CaseID=[protected]'
My Card No [protected]
To, Head Cards
SBI
In spite of my continuous complaint regarding fake watch delivery, I shocked to receive flat and routine reply. I have not expected such reply from top brass of SBI. It seems no action, seriousness and concern on your part for proper disposal of complaint when valuable client like me repeatedly writing you for justice and replacement.
It is not me but you have to care to question and enquire with AVA what the matter is. By making on your term & conditions you cannot dictate us for demanding things from third party. Kindly noe that it is not obligatory and compulsory on my part to beg before third party with whom I have no contact or financial relationship. I do not know AVA. I am cardholder of SBI and SBI had offered me Gift Coupon. It is not the case of defective item, but it is the case of making profit from even the scheme of Gift Voucher. After one month you are telling me "Ja Billi Kute ko mar". Why did you have not initiated action against AVA and ensured proper disposal of complaint instead of tossing matter by flat and irresponsible replies?
For your information I would like to tell you it is not individual case. For fake delivery of this watch many complaints are lodged by clients like me on various consumer forum sites. That I will produce if you compel me to go before consumer court.
This will be my last request to you. Kindly ensure to get me original watch within 15 days otherwise I will register my case before Consumer Court for Rs. 20000 for cheating, non responding as well as dragging me in unnecessary correspondence, mental torture and wasting of my valuable time.
I hope this time you will direct AVA and ensure the replacement within 15 Days.
Thanking you in advance.
Yours faithfully,
N M Dari
On Mon, Nov 24, 2008 at 3:05 PM, HeadCards <head.[protected]@ge.com> wrote:
Dear Mr. Darji,
This is with reference to your communication dated November 19, 2008 regarding your SBI card account.
We regret the inconvenience caused to you. It is our constant endeavor to provide optimum service to our customers and such instances, though infrequent, are indeed a setback to our efforts.
Kindly do not consider this incident in isolation and not reflective of the services, we hope we would soon get the opportunity to serve you soon in better circumstances.
We would request you to contact the merchant directly at the numbers given below:
[protected] and[protected]
We assure you the best services at all time.
Yours sincerely,
AVP- Customer Service
Please note that the current rate of GST is calculated as 12.36% on the Fee, interest and charges as applicable.
Effective October 01, 2008, the finance charges will be revised from 3.1% p.m. (37.2% p.a.) to upto 3.35% p.m. (40.2% p.a.). This is for all card types except Elite and Platinum cards.
Make your life simple with E [protected]@ www.sbicard.com. Just the convenience of getting your monthly statement delivered directly to your email inbox. To avail the e-statement facility, please click on the highlighted link - https://www.sbicard.com/sbi/estatementprelogin.jsp
**** Zero wait information @ helpline !!!
Upon calling the SBI Card helpline, access your Card account information through our Automated System - IVR and know Current Outstanding, Last Payment, request for Duplicate statement and more. For detail refer the attached instruction.
-----Original Message-----
From: n m ([protected]@gmail.com)
Date: Wednesday, November 19, 2008 08:26 PM
To: head.[protected]@ge.com (head.[protected]@ge.com)
19/11/2008
Re: Complaint for Delivery of Duplicate Product under Scratch & Win Scheme
Louis Quartz watches 1053 by AVA
My Card No. [protected] – N M Darji
Aginst your reply to my complaint No. 'CaseID=[protected]' dated 9/11/2008 & 15/10/2008.
To,
Nodal Officer,
SBI, Card Department.
I am not agreeing with your reply. I request you to reconsider the case before I file case before Consumer Forum and involve Media for justice. Then It will not be only case for handling charges of Rs. 590.00, but the case of cheating the valuable client by the name of free Gift Bonanza. I give below the basic facts which you have overlooked in your reply.
1. Ava is not distributing the items free of cost. You must have a contract with AVA for reimbursement of the items they delivered to your clients. You cannot escape from your prime liability of Principal. Merely framing the terms & conditions of your own, you have no right to allow the contractor/dealer to cheat the people.
2. Under the Right of Information Act, the consumer has every right to know the details of contract you made with AVA. When you send me the offer you mention the prize of Lousie Watch Rs. 3995. By virtue of the above act I want to know which prize you paid to Ava for above watch. If you will not take it seriously Court/Legal machinery will compel you to provide this information.
3. The watch I received is as intact as it is delivered to me. Let the court/forum decide the cost /value of this watch.
4. As you quote that for defective item, we have to approach the AVA. Please note it is not the case of defective item but it is the case of straightway cheating where you are also partner. I am afraid that you have not paid to Rs. 3995 to Ava for above watch. As a principal party of the contract, you cannot go way by showing us the term & conditions. It has no value when the legal case will be filed against you.
5. It is advisable that your appellate/higher authority may review the case for amicable solution.
6. At last I may like to tell that today I am 58 years old. But when I was school boy before 40 years I had account with you. I know you since 40 years. I came to know about AVA only when I read your coupon of Gift Bonanza. We trust you and it is your brand name/creditability which made us to accept this kind of offers otherwise we get lot of such kind of inducing offers from many organizations and we overlook them.
I am sure that you will take my complaint seriously and give justice to me. Please note that I am not ready to accept such kind of cheating and be fool.
NM Darji
DETAIL OF PREVIOUS CORESSPONDANCE
15 Nov 2008
Dear Mr.N. M. Darji
Thank you for writing to SBI Cards.
This is with reference to your communication dated Nov 9 2008 10:21AM.
We sincerely regret for the inconvenience caused in this regard.
We have taken note of your request, and would like to inform you that we would not be able to reverse the charges debited of Rs 590 for AVA merchandising. As per the term & condition of the offer are given below.
• SBICPSL shall not accept any liability arising out of the Offer being extended by AVA Merchandising including all matters directly and indirectly connected therewith. Images mentioned in the communication flier might not be the exact replica of the product shown.
• SBICPSL does not endorse the quality of any of the products or services being offered as discounts/gifts under the Offer. Any complaints or queries pertaining to the same would have to be taken up directly with the manufacturers or suppliers of such a product or service.
• Applicable warranty on these products is being extended solely by AVA Merchandising, on their applicable terms and conditions. SBICPSL shall have no liability in case these are not extended to the Cardholders.
• Any defects found in goods the cardholder must avail AVA helpline no.[protected] within 48hours of the product delivered. However in case of failure to do so, the product shall be considered as used. Defective product will be replaced within 14 working days
• Under this Offer, the products are being offered, directly by AVA Merchandising. SBICPSL is neither responsible nor guarantees quality, delivery or after sales maintenance of the products being offered nor is it liable if the same are in any way defective or deficient or get damaged/lost in transit.
• SBICPSL will not entertain any correspondence regarding the validity or acceptability of the Offer.
• All disputes and/or differences arising out of this Offer shall be subject to arbitration conducted by a sole arbitrator appointed by SBICPSL for this purpose in accordance with the provisions of Arbitration and Conciliation Act, 1996 including any statutory amendments thereof. The place of arbitration shall be New Delhi and the language of arbitration shall be English. The award of the arbitrator shall be final and binding on the Parties. The existence of a dispute, if any, shall not constitute a claim against SBICPSL.
• Cardholders are not bound in any way to participate in the Offer. Any such participation is voluntary and the same is being made purely on a "best effort basis".
Should you have any further queries on your SBI card account, would request you to reply at feedback.[protected]@ge.com using the same subject line or please contact our helpline at 39020202 or [protected] (only for MTNL and BSNL users). Our customer service Representatives on the Helpline will now be available between 8 am and 8 pm, Monday to Saturday. To access information between 8 pm and 8 am or Sundays regarding your outstanding Balance, Available credit and cash limits, payments made, billed and unbilled transactions, to request for a Duplicate statement/ATM PIN or to block a lost card, please use the IVR service at the same Helpline numbers.
If you are not satisfied with the response, you can write in to AVP, Customer Service, head.[protected]@ge.com using the same subject line. You will receive a response within 3 working days.
Yours sincerely,
Govardhan - Customer Service
Please note that the current rate of GST is calculated as 12.36% on the Fee, interest and charges as applicable.
Effective October 01, 2008, the finance charges will be revised from 3.1% p.m. (37.2% p.a.) to upto 3.35% p.m. (40.2% p.a.). This is for all card types except Elite and Platinum cards.
To know more about Payment options, Duplicate statements, Website & free reward points on E-statement registration, please click the SBI Card attachment.
Make your life simple with E [protected]@ www.sbicard.com. Just the convenience of getting your monthly statement delivered directly to your email inbox. To avail the e-statement facility, please click on the highlighted link - https://www.sbicard.com/sbi/estatementprelogin.jsp
**** Zero wait information @ helpline !!!
Upon calling the SBI Card helpline, access your Card account information through our Automated System - IVR and know Current Outstanding, Last Payment, request for Duplicate statement and more. For details refer the attached instruction.
Please note that the current rate of GST is calculated as 12.36% on the Fee, interest and charges as applicable.
-----Original Message-----
From: n m ([protected]@gmail.com)
Date: Sunday, November 09, 2008 10:14 AM
To: feedback.[protected]@ge.com (feedback.[protected]@ge.com)
Subject: Fwd:
Card No. [protected] – N M Darji
This has reference to my e mail complaint dated 15/10/2008 No. 'CaseID=[protected]'
In this regard till date I do not received any reply/response/interim reply from you.
I would like to bring your notice that my complaint is of serious nature regarding disbursemenr of Faked watch by AVA. Your look warm /no action approach will definitely provoke me for consumer case as well as an application to Right To Information machinery.
I am sure you will reply me within 15 days from the date of this email.
NM Darji
[protected] Forwarded message[protected]
From: nmd [protected]@gmail.com
Date: Wed, Oct 15, 2008 at 12:18 AM
Subject:
To: feedback.[protected]@ge.com
From N M Darji
A/24, Someshwar Tenaments,
Ranip, Ahmedabad 382480
Date: 13/10/2008
To,
Shri Nirupam Sahay
Chief Marketing Officer
State Bank of India
Card Department
New Delhi
Dear Sir,
Re: Complaint for Delivery of Duplicate Product under Scratch & Win Scheme
Louis Quartz watches 1053 by AVA
My Card No. [protected] – N M Darji
It is very shocking to note that redemption of Scratch & Win Bonanza is the business of the loss for valuable clients like me. On scratching the coupon, I found that it is Louis Quartz Watch 1053 worth Rs. 3990. But the watch delivered by AVA before 14 days is not the item worth Rs. 3990(Order No.[protected] dated 08/09/2008). This kind of duplicate watch is available for Rs. 200 to 400 in. major cities. Simply by presenting low valued item in an attractive package, AVA is spoiling even the creditability of SBI.
I am your old and regular client. You can see that I am paying more than Rs. 20000 every month for my transactions. I expect that the items you are offering us may not be exaggerated so much that we start to doubt your creditability. Actually I had no intension of purchasing any watch. But by virtue of your scheme, I made the business of loss for the item of no immediate need. Rs. 590 is more than that the cost of watch I got from AVA.
I went to Consumer Forum web site and in my great surprise I found that there were already many complaints for duplicate Louise Quartz watch 1053 delivered by AVA. I request to you reverse the debit of Rs. 590 being the amount you have debited in the name of handling charges immediately. If you really want to give me the gift worth Rs. 3990, please give me gift voucher even for 50% of Rs. 3995.
This month I do not prefer to claim Reebok Bag worth Rs. 1099. I am afraid that I would not get even the item worth Rs. 590 which I have to pay as handling charges.
I had talked about my above referred complaint on your help line before 10 days but so far there is no response from your end. I am sure that you will take prompt action in this matter; otherwise I would be compelled to put my case before consumer court as well as before Media too.
N. M. Darji
MNo. [protected]
[protected]@gmail.com
Aug 14, 2020
Complaint marked as Resolved ![State Bank of India [SBI] Logo](/thumb.php?bname=1&src=state-bank-of-india.jpg&wmax=280&hmax=280&quality=90&nocrop=1 "State Bank of India [SBI] Logo")
