I experienced a dreadful customer service experience with one of the leading private sector banks.
It started on 3rd Nov 2015 when I walked into their Y.N.Road Branch at Indore with an intention of opening a SSY account in the name of my daughter. SSY stands for Sukanya Samradhi Scheme, a central government scheme for the girl child. I handed over the required documents and a 4k cheque on the same day.
Despite the repeated telephonic and mail follow ups, there was no response on updates about the account opening. On further inquiry, I got a response that the documents are fine and have been sent to Mumbai and they will assist in opening the account.
I escalated this on their customer service mail alias and social media channels as well but the response was "we will soon get back to you" and the "soon" was never quantified.2 weeks passed and they were still clueless on the SSY account status.
On 19th, I again followed up with a telephonic interraction and the response was Mumbai Branch wanted another signature and a zero balance account will be opened as well in my daughter's name. Another instance of moving documents back and forth from Mumbai to Indore and Indore to Mumbai. I declined this because as they said it will take another 7 business days.
On 19th, I again followed up with a telephonic interraction and the response was Mumbai Branch wanted another signature and a zero balance account will be opened as well in my daughter's name. Another instance of moving documents back and forth from Mumbai to Indore and Indore to Mumbai. I declined this because as they said it will take another 7 business days.
The same SSY account which was an awful struggle of 2.5 weeks with Axis was opened today at the nearest Post Office within 5 mins
To sum it up, leading private sector bank has a lethargic approach towards govt schemes and are "misinformed" about the same. The branches have no co-ordination and have a "procrastination" attitude. I was continuously following up on various channels but there was no communication from their end despite the escalation.
Axis also tried to sell other similar nature schemes of their bank through mailers intermittently but they had a sombre stance about govt schemes.
The government should track and monitor performance of the private sector banks as well if it wants to address the challenges of "Financial Inclusion".
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