Frustrated with Bank's Delayed Response on Double Debit Issue – What Should I Do Next?

Dear seniors, I am writing this message because I know that I will definitely get a solution from CiteHR. Earlier, CiteHR has provided valuable suggestions for the problems I have mentioned.

Issue with Bank Debit Card Transaction

This is related to a renowned nationalized bank whose debit card I have. During a shopping transaction, the card was swiped, and the money was not deducted immediately. As a result, I paid the bill after withdrawing money from the ATM. However, an hour later, I received an SMS confirming the deduction. Subsequently, the money was deducted twice from my account for the same shopping. I immediately contacted customer care and lodged a complaint. They assured me that the amount would be credited within 24 hours to a maximum of 7 days. After 7 days, following unsuccessful follow-ups, I contacted them again, and they informed me that it might take up to 45 days. Despite multiple calls in between, I did not receive a satisfactory answer. After 45 days, I escalated the issue by emailing a customer complaint address listed on their website. I received an acknowledgment email, and my email was forwarded to 4-5 different email addresses. After a week of no response, I sent a reminder email, and once again, the same acknowledgment email was forwarded to different email addresses. Over two months have passed, and my issue remains unresolved.

I kindly request your assistance in resolving this matter. What steps should I take next?

Thanks & Regards,

Sarita Sharma

I had a similar experience, and I went to the branch and produced the necessary documents. My issue was resolved within 48 hours. You might have to get in touch with the store you purchased from to get some more details. Your branch bank personnel shall guide you.

Visit the Bank Manager of the bank with the proofs in person, and the problem will be solved in no time. Therefore, do follow up with the call center and emails, but the in-person visit shall solve your problems.

Regards,
Ashutosh Thakre

Dear Sarita,

Nationalized banks do not operate solely with a profit motive and are therefore more accountable. Perhaps the staff you approached were indifferent. Present all the facts and meet with someone at the Chief Manager level; you will certainly get help. Even individuals at lower levels may be able to assist. Visit a branch with all the necessary information.

Regards,
Kannan

Dear All, Thank you all for your valuable suggestions. However, I went to the branch as well and met with the senior manager, but he was not ready to listen to anything. According to him, this is a matter for the call center, and the branch can't do anything about it. After this, I started writing emails as I mentioned above.

Thanks & Regards,
Sarita Sharma

If the manager is also not responding properly, file a complaint in the consumer court (Grahak Nyayalay). But before filing a complaint, consult the consumer court customer care. Inform them about the issue.

Bank's Responsibility to Customers

The bank is a service provider and is answerable to the customer. We have deposited our money into the bank to keep it safe. This is our money, and they have no right to make any unauthorized deductions. The bank is accountable for any deductions made in our account by them. The bank cannot neglect their responsibilities by referring to customer care. Customer care is a supportive function for the bank and cannot operate independently without the bank's guidelines and authorization.

Regardless of the amount you have spent on shopping, whether it's 100 rupees or 10,000 rupees, it is a matter of service, and as a customer, you have every right to request their services.

I hope you have the paid bill for shopping and all email printouts.

Regards,
Arun J

Thank you for your valuable suggestion. However, I have received my money back in my account. Fortunately, I didn't need to go to the consumer court.

Thanks & Regards,
Sarita Sharma