I am Siva Karthik Valaparla, I wish to file a case against State bank of India for providing faulty services, not addressing the complaints sent to their customer service sections. The brief facts of the issue is described below.
1. I am having a Savings Account in SBI and a debit card of Master card services was also active on the above account.
2. I tried to pay a utility bill(property tax) of Municipality using my debit card on web site cdma.ap.gov.in, i was shown to select the Visa and Master card payment options as my debit card service provider is Master card, I choose it and entered the required details, I was redirected to the sbi website to enter the OTP to complete the transaction, to my surprise the SMS sent by bank does not contain OTP, I tried for few more times the same thing happened.
3. I registered complaint of the same on the website of SBI, the next day I got a SMS saying that the issue was resolved, so I trusted it and again tried to make the payment of utility bill, same issue repeated getting SMS without OTP.
4. I wrote email to the DGM customer care,Hyderabad Circle, concerned Branch Manager no reply from them.
5. Then after few days again I wrote one more email that if they not reply and take proper action I will file a case in the appropriate forum with a specific prayer that to recover the compensation if awarded from the concerned employees who are responsible for it.
other issues.
1. SBI collecting around 176 rupees annually for the ATM -Cum Debit card charges.
2. SBI collecting 15 rs/quarter as SMS charges.
3. Closed my complaint with out addressing it.
4. No reply to my emails.
5. When once I made a call to branch they told that they had resolved issue, and might be a problem with the particular website to process the payment, that is not true because once I key in the OTP only the payment will start processing. There only claim is that I am able to make payments in other merchant websites using the same card.
I do understand that it was a minor service default from the ban side but I wish to put a end to this kind of deficient services from the banking sector specially PSU Banks.
They are willfully not addressing the issues related to debit cards, but collecting huge amount of charges.
I am copying the mails sen to them
Email 1 dated 24-Oct-2016
to
[email protected],
[email protected],
[email protected]
Sir/Madam,
With reference to my earlier email dated 20-10-2016 , till today the issue is not resolved and I didn't received any communication from your side.
I can say that your bank has violated certain service fulfillment on the services which needs to be provided from your side. If my issue is not resolved ASAP and If I don't receive a proper communication regarding the lapses in the services I will file case in the appropriate forum for the defect in the services for your side.
Regards,
Siva Karthik Valaparla.
Email 2 dated 6th November 2016
[email protected],
[email protected],
[email protected]
With reference to my earlier emails dated 20-10-2016, 24-10-2016, I am to say that I had not received any reply from the bank side. My complaint registered on your web site was closed without rectifying the issue raised by me.
I wish to bring the following service defects/Fault services in the services offered by your bank to me.
1. I raised the specific issue that I could not able to successfully complete my transaction on the concerned merchant /vendor platform because the Bank is not sending the OTP sms properly, I mean I am getting the SMS without OTP. As soon as this kept on happening for few days I brought it to the notice of the bank by registering complaint on the website with ticket number OS1591426457440. The next day I received a SMS saying that my complaint was successfully resolved. I trusted that SMS from that SBI bank that my complaint was looked into and addressed by the concerned section of Bank. But I was shocked that the same issue is keep on happening, so I wrote a email on 20-10-2016 and received no acknowledgement or reply was received from the Bank side, on 24-10-2016 again I wrote email and the same thing happened either acknowledgement or the reply was sent to me.
2. The Debit card service which is offered by you is not a free add on service, you are charging a specified amount every year and you got the responsibility to delivery the services in a efficient manner.
3. The Bank is also collecting user fee for sending SMS every quarter, and still not sending the sms with the OTP for the above mentioned complaint number, also I did not receiving SMS alerts for the deposits/credits in my SB account. I hope that there is no clause which prevents your bank to send the sms for the deposits / credit of the balance in the account. Even that is also not properly taken care off.
4. My complaint was closed without resolving the issue, and as soon as I noticed it i wrote a email to the concerned departments in your bank they were neither acknowledged nor replied to my emails. This also amounts to willfully misleading the consumers and bypassing the banking code of business conduct.
5.As all the above incidents clearly narrates the deficiency in the services offered by your bank, how you tried to close my complaint without addressing the concern raised it, and also you are collecting the specific charges for the DEBIT Card and SMS services and providing the deficient services.
Considering the above issues I would like to demand a explanation from the Bank side and also compensation for the deficient services offered to me. In case if you fail to do so I will take legal action against your bank with request in my prayer to recover the compensation amount from the employees who are responsible for this.
Regards,
Siva Karthik Valaparla.
Prayer:
1. To ask the respective forum for maximum compensation from the bank with a request to recover them from the employees who are responsible.
2. They are taking charges it is not free and they are closing the complaints without properly addressing them.
3. No response to the emails also.
4. In the near time more and more customer will be brought /requested to do the online/ e-translations and majority will be the PSU customers if this is approach of the banks then we as a general public has to bear the losses.
Waiting for the reply from your side.
Regards,
Siva Karthik Valaparla
+91-9059693199
In any case, to obtain an OTP, all banks provide multiple options, like repeat OTP or OTP on call (on registered mobile number). Have you tried any such options? Also it is not clear, as to from whom you received the SMS, whether the Bank or the service provider. When you select a payment option, the payment gateway service provider redirects the customer to the payee bank's secure website. Here once you enter your proper details, you can log in and obtain OTP to complete the transaction. Your statement is silent on this process.
Kindly check your facts again and if the Bank is indeed at fault then you can file a complaint with the Bank's Internal Ombudsman, after escalating it through the branch manager, regional manager levels.
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