Why customer pay for banking mistake?

When it comes to banking the first thing that comes into our mind is the #money and the very next things is about their #services. Especially when it comes to entertaining customer queries or issues. Not all banks in my country are known for a good customer services. Most of them fail to even qualify. Very few of them have a good customer services. Again when it comes to public sector bank, the customer services gets worst. I belive most of the public bank customer have a horrible expereince when they take up tbeir matter to banking authority. I am not different and the banking staff forced me to escalate the matter to higher authority.

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My Mom has a saving account in one of the prominent public banks in India. The account was operative since 2015. But she does not have the ATM card. As she is getting aged, she started looking to avail the ATM facility. When she approached the banks, it came to our notice that the account last name was not matching. The bank has different name while her documents have different. The bank generally open the customer account after verifying their documents. But in my Mom case I think they did a mistake. In all these year, she never had any issue un operating the bank account, but now the bank refused to issue the ATM card citing mis-match.

On taking the matter to the branch manager, he suggested me to bring a court affidavit that verify both name belongs to same person. When I confronted him to verify with the CIF (customer information form), he simply denied. Saying it would be a tedious job for the banking staff.

CIF is the banking form that were filled up at the time of opening the bank account. It contains all the supporting documents that were provided at the time of account opening. The bank generally keeps all the record for future references.

But in my Mom case they are not ready to verify at their end and asking me to get the verification does at the legal court. By doing so, they will make my Mom as a defaulter for wrong document. The bank do not want to take the blame on their head and try to avoid verifying the documents. On the other hand preparing those legal documents were asked for some additional cost along with problem to Mom on visiting multiple offices. I like mention that she is above 74 years of age and does not have the physical strength to make multiple rounds at government offices.

This made me to reach out to the customer care. But as happens to many cases, my emails were not entertained. This push me to lookout for the escalation matrix and after some deep digging manage to reach out someone in the head office. I spoke to him and manage to get his email I'd after explaining the issue. He sounds to be a responsible officer, but it depends how he manage to handle my case.

I know in coming days, I need to make multiple visit to bank on my mom behalf. But if the issue is easily resolved by the bank, it will help me save some.mkney and moreover problem to my Mom. I hope the issue will be sorted soon. It is all about fighting for the right thing. I am sure, neither me nor Mom were wrong. The negligence were at the banking end, and they need to do the correction. It is easy to shift their burden on other, but fighting for right thing is nothing wrong. I hope I am doing the right thing in getting the justice.

In good faith - Peace!!

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