How Hopeful Should Customers Be About RBL Bank's Customer Service?
Continuing my earlier post, my struggle with RBL Bank over a failed Airtel bill payment is still going on. And frankly, the way this case has been handled is shocking.
Here is the timeline:
17 October: I paid my Airtel bill. RBL confirmed the transaction was successful, but Airtel did not receive the payment.
19 October: Airtel slowed down and eventually blocked my internet service, claiming the payment had failed. Airtel confirmed the failure in writing.
19 October onwards: I submitted the dispute form and supporting documents requested by RBL.
21 October: RBL asked me to resend the documents in PDF format because the merchant email ID was missing.
23 October: Mr. Tushar Panswar informed me that the dispute form was incorrect and asked me to fill in the amount and resubmit it.
25 October: After repeated submissions, I was informed that everything was in order and that the matter would be resolved within five working days.
But here is the real problem!
Despite having a complaint reference number ******, I continued receiving calls from RBL representatives asking me to explain the entire incident from the beginning. One representative had no knowledge of the dispute form or previous emails. I even received another email from Mr. Yashpal Singh asking me what the issue was and what amount was involved!
Then what exactly is the purpose of issuing a complaint reference number?
Does RBL's CRM system maintain any customer complaint history? Does one department have no visibility of what another department has already received and acknowledged?
I have dealt with banks like Citibank, where even if another representative handled my call, they could access the complaint history and understand the issue without making me repeat everything.
With RBL, I feel I am explaining the same story every few days, as if my complaint is being opened for the first time.
RBL Bank, I am not asking for a favour. I am asking for my own money and a proper resolution to a dispute that your team has already acknowledged.
How much longer should a customer have to chase a bank for accountability?
I request the senior management and the customer grievance team of RBL Bank to look into this matter immediately and resolve it.
#RBLBank #CustomerService #BankingExperience #CustomerGrievance #BankingOmbudsman #RBI #ConsumerRights #PoorCustomerService #Accountability #CustomerExperience #DigitalBanking
Personal details such as phone numbers, emails and ID or account numbers have been hidden (shown as ******) for privacy. Only the author, the company's approved representatives and Panchaayat staff can see them.
Dear Sir/Madam,
I am writing this legal notice to formally raise my serious grievance regarding fraudulent and unauthorized transactions amounting to ₹1,50,000 (Rupees One Lakh Fifty Thousand Only) carried out through my RBL Bank Credit Car
Telecom Regulatory Authority of India (TRAI) one of the biggest spammers from BFSI is undoubtedly RBL Bank.
Morning 0830 onwards they start spamming inspite of my number registered with DND Portal.
RBL Bank has been reminded tens of times t