Sir,
I am a ICICI bank A/c holder staying in kochi,kerala. On 9th october i went to HDFC ATM located in Thammanam to withdraw Rs.3000. This was not effected and the card was returned and i did not get the recipt. Thinking of some problems with the machine,i went to Federal Bank ATM ,Kathirikadavu and withdrew Rs.3000. Later i noticed that there were two debits of Rs.3000. I did not know what to do.I contacted the phone banking officer on 13th october and lodged a complaint. He told me to wait for 12 working days. I waited hoping that the money would be credited in to my a/c. But to my surprise, when i contacted him after 12 working days, he told me that they cannot credit the amt as the transaction is showing successful. I was so upset and again i contacted another phone banking officer after two days . She also repeated the same storie and on insisting that i have not received the amount she said she will escalate the complaint and told me to contact after 2 days. All these conversations takes nearly half an hour each because they will put you on hold and take so much of time to communicate . I dont know how much money i would have wasted on phone in addition to Rs.3000 i lost... After 2 days i contacted them and she repeated the same thing. Becoming frustrated i decided to contact Kadavanthara branch. The officer there told me to hand over a written complaint so that they can look into the matter. But on reaching there, the persons there refused to accept the complaint. They told me that the phone complaint is already given and there is no point in accepting it again. I told them that after complaining through phone banking officer nothing has moved so why don't they help their customer?. But there was no one in charge of the ATM operations there. It is a shame on such an established bank to act in such irresponsible manner. On enquiring that whether HDFC ATM would not have noticed excess cash, the lady officer replied me that some customer would have received excess money. Just think how our great bank people function. They are least bothered about the sufferings of their customers and always tells of CENTRAL NETWORKING OF ATM. The customers have to go from pillar to post to solve such a simple problem.I request the responsible persons to look into the problem and i should get justice. I also should be sufficiently compensated as per RBI rules. The bank officers should stop operating so irresponsibly and should not hesitate to accept written complaints and provide proper guidelines to their valuable customers. We cannot rely on phone banking officers for each and every complaints and always face to face communication is must. I am also upset the way in which the Kadavanthara ICICI branch has dealt with my problem.
Regards,
Geetha
A/c details:
A/c no. 602601166693
complaint no. 121749831