Investor Issues
SBI chairman’s 48-hour deadline works for ‘unhappy’ customers

The country’s largest lender, which has been slow to respond to customer complaints till recently, has adopted a distinctly fresh approach to resolve such issues

The elephant appears keen to acquire a nimble image. The 48-hour deadline set by the State Bank of India (SBI) chairman for action on customer complaints has hit home hard.

India's largest bank is evolving a distinctly new customer-friendly face, since its chairman OP Bhatt sought fast and prompt action on all complaints filed by the bank's customers in a directive issued earlier last year. The internal communication from a deputy general manager outlined: "Please note that our Chairman desires that all the email complaints forwarded from the Corporate Centre have to be replied to the department within 48 hours."
Here is some impressive evidence of SBI's brand new face. During the last financial year (2009-2010), SBI received 31,862 complaints and was able to resolve 30,588 within an average resolution time of nine days. Thus, SBI was able to achieve 96% success in complaint resolution in the year. (The bank now says it is striving to achieve an average resolution time of less than five days).

Over the past few months, there is a noticeable difference in the manner in which complaints are being handled at the bank. The customer services department has exhibited surprising alacrity in resolving grievances. In fact, over the past six months, Moneylife has noticed a tangible difference in the lender's approach towards complaints.

Moneylife regularly receives complaints on various matters from readers, and forwards these to the respective authorities. As far as SBI is concerned, we are now receiving prompt responses on these complaints.

This is quite a turnaround from the time when complaints would pour in thick and fast into the customer services department of the public sector bank, but the resolution of these complaints took a while. However, that may be a thing of the past, now that the bank has distinctly altered its approach to deal with complaints.

Commenting on the change in attitude towards customer complaints, an SBI official explained, "SBI is making a conscious effort to ensure quick and quality resolution of customer grievances in a customer-friendly manner. The root cause of customer dissatisfaction is the general attitude of resistance to customer complaints. With this realisation, the bank has been working to bring about a turnaround in attitude towards customer dissatisfaction that is reflected in these complaints. Customer complaints are our guiding light towards better customer service. We, in SBI, are targeting to provide more than what the customer expects, as it results in customer delight and is the only way to win and retain a customer."

The bank recently launched an additional channel for customer grievance redressal, called 'SMS Unhappy Service'. This is a dual mobile and web-based system, under which SBI head offices have 'Happy Rooms' which deal with customer grievances. Any customer wanting to lodge a complaint, sends an SMS "UNHAPPY" to a specified number. The Happy Room responds to the SMS by calling back the customer on the mobile number and records the details of the complaint. The complaint is then forwarded to the respective branches through a dedicated website, and they are required to advise a resolution within 48 hours.
This is conveyed immediately to the complainant on the mobile. The system affords the advantage to redress simple complaints in the shortest possible time. It also gives the customer the flexibility to approach his or her banker from anywhere.

The system is unique, in that the bank takes proactive action by calling the customer. SMS Unhappy has helped SBI to make an ABC analysis of customer complaints. The managers found that a majority of customer complaints relate to the lack of response to customer queries. Such complaints are readily resolved by the proactive expert team that handles the service. The bank claims that easy accessibility from anywhere in the country through this channel, and quick redressal of complaints have made customers happy.

The bank explains that a lot of groundwork has gone into changing the attitude of the employees through various programmes such as 'Parivartan', 'SBI Citizen', 'Udan' and 'Jagruti'. All employees, from the messengers and security staff right up to the senior management, were put through an instruction to better understand interpersonal relationships, relating mainly to customers.

The initiative has marked a welcome shift in SBI's approach towards its customers. No doubt there remain several unresolved complaints that the departments still have to look into. But with the top bosses taking a keen interest in the effective resolution of complaints, customers can hope to get these matters sorted out sooner than later.

 

Please visit  http://www.statebankofindia.com for filing complaints to SBI.

Note: For banking or loan or credit related issues, you can seek FREE guidance from the experts at Moneylife Foundation's Credit Helpline. Visit moneylife.in/credithelp/ and post your query. Our experts will answer your query.

COMMENTS

Sanjay Shah

8 months ago

sir, i want to apply ipo through asba online. i got netbanking kit in 1st week of may 2016 .but when i try to apply,only view rights are there. i completed all the formaliteis to upgrade my access level and submitted print to branch 4 month back in 2nd week of may 2016. though doing repeatedly complaine to br.manager mr. sunil popat, my problem is unsolved.my account no. is 66003054985 at c.g.road, ahmedabad branch.mr.sunil popat is most irresponsible person , told me that he cannot do anything for me, and you may complaine whereever you want.my problem is unsolved since last 4 months .do the needful urgently,.as i want to apply ipo through asba online.

SANJAYKUMAR

11 months ago

Sir mne 12aprl ko mobile banking k dwara 50000 account nbr 20035399141 se account nbr 40990100000181 mai Transaction kya Tha jo abhi tk benificry k account mai credit nhi hu 3 bar complain bhi kiya lekin abhi kuch nhi please help me my cont 9927553162

joy mandal

11 months ago

IFSC Code SBIN0011532add to favorite
Bank : STATE BANK OF INDIA (SBI)
Branch : TOPSIA
MICR-No: 700002331
SWIFT Code : SWIFT Code State Bank of India (SBI)
Address : 23P DRAMBEDKAR SRANI, 2ND FLOOR KOLKATA700046
PIN Code: 700046
District: KOLKATA
State: WEST BENGAL
Contact: 033-23298863, 23298864, IP: 751205
The entire employee specially assist one such kind of people who never learned how to talk with customers, they always treat like we r all customers are pet of them, i was trying from two days to transfer some amount of money to another account of SBI through my ATM card, but only for their behavior i came back, i have to try from another branch of Kolkata.

Jsubash Chandrabose

1 year ago

Negligence of Branch Manager Pending issues of MOD Interest of Acc Num30132539845 Holds Branch 4876-Kotagiri.
Reference: Pending issues of MOD Interest of Account Number 30132539845 Holds Branch Number 4876-Kotagiri
For the past 4 months I was trying to solve my MOD Interest problem of the above account Number, but still its not been rectified,
But I got reply as below

Your Complaint With Ticket No. FD487624276758 has been attended to and closed after resolution as under.

Interest applied is correct.


Note: Complaint is not yet Rectified,
1. Interest which is not calculated from 09.02.2016.
2. As on 09.02.2016 mentioned account holds 10 Lakhs, but the interest was calculated only for 3 Lakhs.

3. Rest of 7 Lakhs, interest which is not calculated till today 18.05.2016.(Approx 18,000 Rs for 4 Months).

4. Please close the compliant after the rectification of remaining 7 Lakhs interest as per the MOD SBI Rules.

Dr.J. SUBASH CHANDRA BOSE

zameer fazulu

1 year ago

I sir we have given a complaint against SBI branch of Hosur Town Bagalur road Deputy Manager by name Sukanya....When I went with a problem in my account instead of helping me she spoke me very rude...actually she asked some ECS document which I already submitted to them and my Lic agent for autodebit from my account 5months back and ECS not going from my SBI account,She forced me to get the copy of esc auto debit form which I already submitted to my agent but any how I got by email from my agent, As it was in mobile I showed that copy to manager lady but she did not see it properly, she told me were it is, so I just went bite near her to help her to see it, I was far for her I even did not touch her body or cloths or her chair or table, she started shouting that I touched her body & asked me that she will book me in harassment case and put me in jail...I was shocked to hear this I told madam please check CCTV footage I was very far from you how can you do this with me....She was very rude and called out side fruit saleing vendor as that vendor is an employee of SBI and shouting on me...later I told I will not let this go and I stay back in bank and I informed my family members b4 they come she called police and changed all seen as if I was rude in bank and she didn't told the police men about wht actually happened...but later police asked me to grt compromise...later I went from there...Now I have complaint to REGIONAL MANAGER OF HOSUR SBI & DEPUTY GENERAL MANAGER OF SBI TAMIL NADU ALSO GIVE COMPLIANT IN HOSUR HUDCO POLICE STATION HOPPING THEY TAKE ACTION AGAINST HER AND TO SEE CCTV FOOTAGE WHT ACTUALLY HAPPENED....I was shocked to her that she had already made arrest two persons in similar...and also many customers had to say she is very rude with all customers....
Also shocking to here same from K.Murugesan Chief manager of Hosur Sbi...He told she was rude with customers when she was working in his branch....

Hope SBI PEOPLE TAKE ACTION AGAINST THIS RUDE & HELPLESS FOR CUSTOMER OF SBI....and she say she is the Manger of SBI....

Shubham Sharma

2 years ago

sbi bnk code-3346 in aligarh up picchhle 6month se mera loan nhi kr rhi h manager kh rhe h tum jenral wale ho is liye nhi krunga or mere sath k sbi sc st walo ka lagatar kr rhe h my no is 9760136048 n my ac no is 31287671754

Shubham Sharma

2 years ago

sbi ssbse bakwas bank h manager apme aapko PM samghte h

Vsrao Adapa

2 years ago



RESPECTED MADAM,

IT IS VERY PAINFUL AND HEART BURNING TO NOTE THAT MORE THAN RS 10,000/- AVAILABLE BALANCE FROM MY SBI A/C WAS BLOCKED SINCE LAST 4 DAYS WITH OUT ANY REASONS.WHEN CONTACTED THE CONCERNED SBI CHIEF MANAGER SBI BRANCH (SBI T BRANCH KAKINADA )BY PRODUCING THE EXTRACT OF NET BANKING STATEMENT HE TOLD THAT K Y C IS TO BE UPDATED FOR WHICH ADARA CARD, ID PROOF, PAN CARD S ARE REQUIRED. IN RESPONSE TO THE ADVISE OF ALL THE REQUIRED DOCUMENTS SUPPLIED ALONG WITH A LETTER THAT NO AMOUNT DRAWN FROM ATM ON 5-9-2015 .LATER THEY TOLD THAT THE SAME BLOCK WAS CLEARED WITH IN 48 HOURS .BELIEVING THE ASSURANCE OF CBM SBI KAKINADA I WAS SALIENT UP TO 5 DAYS . EVEN TO DAY NO STEPS TAKEN BY THE SBI TO CLEAR THE BLOCK. IF SUCH INCIDENTS HAPPENED ONE AFTER ANOTHER TO MY LEVEL THERE IS NO SAFETY TO THE COMMON CUSTOMER OF SBI. IN ADDITION TO THIS I WANTED TO ENLIGHTEN ABOUT THE LEGAL ASPECT THAT IT IS A CLEAR CASE OF 406 IPC WHICH IS A COGNIZABLE IN NATURE . IF THERE IS NO RESPONSE FROM THE SBI THEN I HAVE TO PROCEED LEGALLY AS THERE IS AMPLE DOCUMENTARY EVIDENCE AVAILABLE ON RECORD TO PROVE THE OFFENCE
HENCE I BELIEVE THAT IT IS MY CIVIC DUTY TO BRING THESE LAPSES TO YOUR NOTICE FOR RECTIFYING THE ABOVE LAPSES . I HOPE AND BELIEVE THAT MY REQUEST WOULD NOT BE TREATED AS ORDINARY MATTER AND URGENT MEASURE ARE TO BE TAKEN BY GIVING TOP PRIORITY

ashna

3 years ago

TO
THE Regional Manager
STATE BANK OF INDIA
Kottayam
Kerala

Dear Sir,
This is regarding rude behaviour of SANDHYA JOSEPH (Deputy Manager) -Thodupuzha Main Branch-KERALA.
Few days back I have visited your Thodupuzha Branch for opening a Savings Bank account with all valid formalities (online application filled printout & other documents with required bank seals). When I approached SANDHYA JOSEPH for her Great HASTHASHRA she has started shouting like a (-------------) can’t you open account somewhere in other bank, we don’t have staff to do your work otherwise come after one month. She was behaving like I had gone to her house for begging something.
I never knew that SBI has grateful with sufficient numbers of accounts so that they don’t want to open anymore account or entertained any new customer, Even it is---- it should have been communicated politely.
According to SANDHYA JOSEPH, she is doing a massive favour to the customers for getting an account opened at SBI Branch so that BANK & customers should acknowledge her work.
I should also be thankful to her because she has imparted knowledge which is so precious and not even known by RBI and any other bank professional (Ie Cheque can be cashed only after so many transactions done though your account).

Being a number 1 nationalized bank, you should not entertain such a rude, ill mannered and obnoxious staff working with your prestigious organization. Please do train them not only in banking but also humanity, good behaviour and politeness to the customer.
Last but not least, Thanks to someone who has helped me to open an account at Thodupuzha SBI branch.

Regards
Ashna Thomas



prerna

3 years ago

SIR,

I HAVE MY ACCOUNT IN SBI RABALE BRANCH .WHILE USING SBI ATM CARD FOR WITHDRAWAL OF RS RS.10000 THROUGH THE ATM OF HDFC , AIROLI ON 5 FEBRUARY 2014 WE HAD RECEIVED ONLY RS 1500 BUT TOTAL 10000 Debicted from my account

we filled a complain o the same day to SBI branch ,they filed the complain & mail to HDFC .

after few days only Rs.1100 credited in my account .We again went to SBI & they again filed complain but through SMS we got msg that complain closed
As a customer we are hanging between both banks for our money

please do take action on it

Reagrds,
Prerna Gadve

Madhan prakash

4 years ago

Problem In Releasing The Original Land Document.
Dear sir,
I am Madhan prakash.M were filed a complaint against releasing the original land document on 8th Aug 2013, thereafter a field officer from SBI idappadi branch came to my home, on 12 Aug 2013 to meet me and said that we will release your original land document within a week.
Since more than 18 days were passed but even now we did not get any further update about it.
I am sincerely request you to take a speedy action/steps at SBI branch idappadi to return the original land document.

vijaya

4 years ago



To,

THE HANOURABLE CHAIRMAN AVL,

STATE BANKOF INDIA,




RESPECTED SIR,

SUB: PMEGP LOAN-DISPERSEMENT REQ-REG.

REF: 1, MY APPLICATION DT:11.08.2009,

2,DIC GM-THIRUVARUR LO.No.98/A3/2009-10DT:09.10.2009,

3,BM-SBI-RAYANALLUR BRANCH SANCTIONED LETTER DT:25.03.2010.




I have applied PMEGP loan application to DIC Thiruvarur on 11.08.2009.

And the same application was pre-sanctioned and sponsored by the BM-SBI (Mr.P.SEKAR) -RAYANALLUR after his verification and scrutinized.

I have undergone KVIC-national nodal agency Training from 11.01.2010to 29.01.2010,and the certificate no is: 290.

The same BM recommended and letter sent to AGM CHENNAI for claiming the government subsidy dt:25.03.2010. And the same manager received the government subsidy and kept in the branch level.

Unfortunately the same manager was transferred from the branch.

The new BM Mr.Nagamoorthy was joined in the branch. And we approached him with all related copy documents for getting the loan.

We approached him so many ,so many times often and requested him to release the loan.

The manager purely wontedly passing the time and expecting which ever we do not know and delay to release the loan without any reasons till today.

Due to long delay we came to request and inform you in this regard.

In this circumstances we humbly request you to consider our request and consider us to get the same loan.

We assure u that we will repay the loan in time. If any clarification you are most requested to contact me in below address.

S.VIJAYA,

w/o. G.SOUNDAR RAJAN,

KULALAR STREET,

METTUPPALAIAYAM POST,

THIRUTHURAIPOONDI TK,

THIRUVARUR DIST-614 715,

CEL; 9788049760.



Thanking you sir, Yours sincerely,

S.Vijaya.

balasubramanian

4 years ago

Looks like a planted article? I lodged a grievance on the portal of GOI against SBI on 1/5/13, which was sent to thebank duly. NO REPLY FOR TEN MONTHS NOR GRIEVANCE ATENDED TO. Before long, it will be Scandal Bank of India

REPLY

Sucheta Dalal

In Reply to balasubramanian 4 years ago

PLEASE CHECK THE DATE BEFORE JUMPING TO CONCLUSIONS ABOUT PLANTED ARTICLES.
This was done by the former chairman of SBI in 2011. Not sure it is still valid. It did work then.

Having said that, Moneylife's experience is that when we forward complaints to the SBI chairman's office, they are passed forward within 48 hours and 90% or more are redressed. In fact, we have not had a single complainant coming back to say that the grievance has remained unaddressed!

shailendra singh

4 years ago

sir ,
my account no. 31371028150. I am pensioner of your bank.
my account is with branch nirman bhawan new delhi. my new ppo was received on 18 apr 2013. but still it is not actioned. pse action and reply.

S Korean trade ministry to raise Posco issue with Sharma

New Delhi: South Korean trade minister Kim Jong-hoon is likely to seek clearances for the much delayed Posco steel project in Orissa, when he meets his counterpart Anand Sharma here on Thursday.

"The ministers will discuss wide ranging issues that include fast-tracking of South Korean Posco steel project," an official in the commerce ministry told PTI.

The $12-billion Posco project of South Korea, the largest foreign investment project in India, has got stuck due to environmental issues.

The environment ministry has put the project, which seeks diversion of 1253.225 hectares of forest land for establishment of integrated steel plant and captive port in Jagatsinghpur district in Orissa, under scanner citing alleged green law violations.

Besides, the two ministers may also discuss issues like facilitation of visa, further upgradation of trade pact, possibility of opening Korean bank branches in India and progress in WTO talks, the official said.

These issues are likely to figure during Mr Sharma's meeting with Mr Jong-hoon on 20th January.

The two leaders are meeting to review the bilateral comprehensive trade pact, which was operationalised a year back.

The official also said that a joint statement would be issued after the review meeting.

After the implementation of India-South Korea Comprehensive Economic Partnership Agreement (CEPA) in January 2010, trade between the two countries went up by 45% to $15.6 billion during January-November 2010.

Under CEPA, tariffs are being reduced or eliminated on the maximum number of tradable goods between the two nations.

Yesterday, finance minister Pranab Mukherjee after meeting with his South Korean counterpart Yoon Jeung-hyun said that two-way trade between the countries will double to $30 billion by 2014.

User

COMMENTS

Pawar Mukund

3 months ago

Dear sir,
I had taken education loan from sbi.. now im getting call from Relience ARC to settle down I agreed to do... same I asked to my home branch should I make payment to reliance ARC to get clear my education loan.. mail has been sent to branch manager for confirmation but not yet received any feedback... we are getting pathetic service from this branch always... I will say third class service... kindly do needful
branch-bhokaramba-ifsc code-SBIN 0007541
MY CONT.-9763638394

REPLY

Pawar Mukund

In Reply to Pawar Mukund 3 months ago

this is wonder... nobody replied yet....

Biswa Sarma

3 months ago

Sir actually i submitted the every document in SBI khalipara branch becoz i request to give lone amount but i am very unhappy more than 25 day goes i donot give my lone amount.

3i Infotech partners with Manipal Health Enterprises

3i Infotech, a global provider of IT solutions, said that it has won a contract from Manipal Health Enterprises Pvt Ltd (MHEPL), to provide end-to-end IT infrastructure solutions. The project will be implemented in three phases over five years. No financial details were provided.

The engagement includes providing services like facility management, DC collocation/migration, managed services and server room build. This will enable MHEPL to build their IT Infrastructure highway and expand its bandwidth to implement their hospital information systems (HIS) an ERP applications across their various locations. It will also provide them flexibility in terms of operations and services.

User

COMMENTS

sumita kumari

4 weeks ago

Dear team
My self sumita i have an account in Your rajender nagar sahibabad up branch with account no 20189964685.on 27 feb 2017 i have hand over one of your officer a phone number changed form but till date my phone number not changed in my account kindly check and ressolve it

SYED JIBRAN RUFAIE

2 months ago

Very bad experience I had with State bank of india. THE DAY When I open my account in State bank of india..

Very unhappy customer

Phone no: 7006085722

Jagdish Prajapati

2 months ago

Sir
Maine 30 dismbar 2016 ko raj. bhilwara dist ke raila brance ke sbi bank ke atm se 2000 rupees nikale par mere accaunt se 2000 nikle nahi or mere accaunt se 2000 kat gye sir maine help line par complaint bhi kar di branch me bhi kai bar gya par meri problam ka samadhan nahi huaa help line par bat karne par bolte he ki home branch me jao or home branch me jata hu to bolte he help line par bat kro sir me presan ho gya hu meri problam ka smadhan nahi ho rha he

Sir
Me nokari karta hu seth chutti deta nahi chutti mangkar jata hu to lambi line me lagne se time jyada west ho jata he seth cilata he sir me kya kru mera accaunt no.11631494581
Mo. No. 9660549784 he
Sbi raila bhilwara

Tsepiso Joseph Molefi

3 months ago

Sir, On 14 Nov 2016 my SBI a/c 35992684741 was debited twice txn 198232 and txn 751292 with Rs 2150, I made complain and told to wait 46days after that I had to make another complain to take another 46days I am here for study and soon my time will be over waiting for 46days after 46days resolution is either successful transaction or wrong category of complain.

Tsepiso Joseph Molefi

3 months ago

Sir, On 14 Nov 2016 my SBI a/c 35992684741 was debited twice txn 198232 and txn 751292 with Rs 2150, I made complain and told to wait 46days after that I had to make another complain to take another 46days I am here for study and soon my time will be over waiting for 46days after 46days resolution is either successful transaction or wrong category of complain.

Mithun Chakraborty

3 months ago

sir my account number 30613813768 sbi goalpara bazar branch assam my mobile number 7708522978

Mithun Chakraborty

3 months ago

dear sir on 21 january 2017 at bongaigaon lower assam hospital i want to withdraw rupes 2000 from indian overseas bank my first transaction was successful but when again i try to withdraw rupes 2000 the amount was not come from atm but my 2000 deducted from my account sir with out wasting time i have complain to sbi customer care executive they told me that with in 7 working days my complain will be solved but in 6 feb my complain has been closed it is mentioned that necessary documents has been sent to my native place in sbi branch i.e explaining that the transaction was successful i have got the money and again i have complain to sbi customer again i repeated that my first 2000 rupes transaction was successful but my second attempt to withdraw was unsuccessful so sir plz do tje needful with thanks and regards from mithun chakraborty

Juwel Rana

5 months ago

Sir,mne 23 December 2016 Karala se Internet banking k dwara Amount 5000 or 5000 total 10000 account no 32854694045 maie transaction kya tha aur mera mob no 9733593479 Pye SMS vhi aya gya tha lekin mene bank per gya toh Lenin mujhe help hehi kiya adhi mera acccount may benifiry k account may credit nehi hu or mane complain bhi kiya.abhi tak kuch nehi hua please Help me sir I am very poor man please Sir My account no-32854694045 Name-Sain Kadir Sk IFSC Code-SBIN0009465. Your faithfully SAIN KADIR SK

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