Misleading information?

Question

I am Shibu Daniel, a customer of  Your bank from past 8 years. Recently I called in bank customer care to inquire about a DD deposited to my account. After providing the information about my query, bank telephonic officer started giving me information about Coral card. The information what he provided was absolutely wrong and misleading which I realised after I read the Terms & Conditions Telephonic officer never informed about initial joining fees or hidden terms and conditions even after I repeatedly asked if there was any limitations to the benefits . He informed there is no joining fees and only annual fees will charged for the card after completion of every year. Also, the information provided about the movie tickets was a big fat lie. He mentioned I will be getting first 2 tickets absolutely free and thereafter 5 tickets with buy one get one free in a month. He did not mention there is first come first serve policy and only 4 customers in Bangalore can avail it. He said that I could book tickets anytime 7 days a week to avail this offer and there is no hidden policy. He also tricked me to go for the card by telling he himself uses the card and he gets free tickets without any hassle. Just to achieve the target, phone banking officer gave me lot of wrong information and mislead me. As a customer I felt cheated after receiving the card and also when the money was deducted as processing fees. When I received the card, it clearly mentioned that the card had initial processing fees and there is no 2 tickets free, its only buy one get one free if the tickets are of less than 250 Rs and also issued on first come first serve basis. I called the bank customer care to cancel the card and get the money refunded but they refused to do so as they do not have option to cancel over the phone and I need to go to nearest bank. I went to the bank and they informed even they cannot cancel the card and refund the money. They informed me to drop an email to customer care This incident has disappointed me and wasted my time. Request you to cancel the new Coral card and refund the money deducted for this, so that I can use my old debit card as I don't want to pay 570 Rs every year for Coral card. I am really not happy with the phone officer who phished me to go for the card by giving wrong information. Please treat this incident as a matter of fraud and process my request ASAP. Regards, Shibu Daniel
 

Answer 1

Dear Shibu,

At the outset, let me clarify that this site is designed by a group of senior Banking Professionals to assist Bank Customers at large to provide guidance for resolution of any complain/query/grievance in respect of financial services. This site does not belong to any Bank or a regulator, which may please be noted.

Your experience is not uncommon to many customers these days. I am sure your request for cancellation of Coral Card and refund of the processing other charges debited to your account would be acceded to if you write to Nodal Officer of your bank through email or letter. While writing add a caveat that if the issue is not resolved to your satisfaction, you will escalate the matter to the Banking Ombudsman. 

You can find contact details of Nodal Officer on your bank's website. In case you do not get desired response, please do not hesitate to write to BO. For address of the Office of the Banking Ombudsman, Area of Operation (jurisdiction) and the procedure for lodging complaint, you may access the website https://bankingombudsman.rbi.org.in/

 

Regards

 

J R Mohandas