Panchaayat
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Housing Finance Bank transfer delay and missed callback left school fees unpaid and studies suspended

LIC Housing FinancePC-2026-01707OtherAnonymous ·
WHEN THE BALLOONS GO UP, BUT SERVICE FALLS SHORT. Customer experience (CX) is the sum of every promise a business makes and what happens when that promise is tested. This week, some brands marked Customer Experience Week (CEW) with balloons, branded T-shirts & cake but real CX starts when the balloons come down. That gap between CX display & delivery became personal for me. On 30 Sept, as I near the end of a grueling 3.5-year study programme, I sent my final school fees payment from Housing Finance Bank (HFB) . 7 days later, it had not been received & my school studies suspended. I panicked! On 7 Oct, I rushed to HFB, explained the issue to the service agent, let's call her Elaine. I shared how my previous transfer to the same school had failed initially & required escalation. Elaine promised to call by business close. “Please call even if there is no update,” I asked. “Of course,” she smiled. The call never came! On Thursday 11:00am the next day, I was back. Elaine explained that she had left at 9:00 pm and could not call that late and, besides, had no feedback to communicate. I was boiling! LESSON 1: EVERY PROMISE TO A CUSTOMER IS A PROMISE OF TRUST The promised call was not a courtesy; it is a contract of TRUST. Customers may forgive a delay; but silence does more than frustrate, it quietly erodes Brand trust. Elaine advised me to speak with the branch manager. That day, the branch manager was engaging customers - it was CEW and he was visibly busy so I was referred to the Operations manager; let's call her Penny. Penny called the back office & reported that the recipient bank had been contacted, and all HFB could do then was wait. She promised to call but with a public holiday coming, she advised I check in on Saturday. I explained that waiting without a clear next step was unacceptable! Penny was clearly irritated & shocked by my push back. When I raised the previous day’s broken callback promise, she said I should trust her because I was now d

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  1. Case filed

    System · 12 Oct 2026, 1:12 pm

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