Following mail written to the grievances department should talk for itself.
Mr. Hazra,
I am frustrated about the service provided by your staff Mr. Chandan Prasad. As a last measure I am writing this mail.
I am shocked to see that you have published the Bankers Fair Practice Code on your website and I dont see any of this being followed by Chandan and his team.
I got your reference on the complaint section for axis bank and hence writing this to you and copying Mr. Chandan and his manager. If you are not the right person please forward this to the right department.
It is time consuming for me to go through this but this might help other customers if not me and its important to for you to know whats happing in your organization.
Complaint:
i. Wrong commitment of disbursement time: Chandan and his team committed of a home loan disbursement by April 20th and till April 28th the disbursement didnt happen. I had applied for Home Loan in March.
ii. Wrong commitment of time to meet and call back: It has happened multiple time in this period that I was told by him that he will call back or when told that meet in the morning and till the late night he didnt show up. The excuses where meeting with some client or meeting in office. It seems I am the least important client for you.
iii. No transparency in financial terms: I was given in mail from Chandan that I will be charged processing fee and MOE. Now when I have given the cheque and signed the documents. He has asked me to pay Franking and Notary charges too. which is not mentioned anywhere. Neither on your website nor in his mail.Why do I pay now when it was not told? Are there any more hidden charges that I will have to pay?
iv. When you need the target to be met you make the customer run.: I requested Chandan to given me a proper date so that I can commit the builder accordingly about the disbursement. The commitment was never met for n reasons. But, now when he wants to close his file in April end he wants me to run after advocates for franking, notary, etc.
All these feedback I had always communicated to him verbally and through SMS. I tried to reach his manager Chaitanya multiple times but it seems he too follows the same process of ignoring his clients.
I am referred by my friend to go for Axis bank home loan. I already have SBI home loan and I am happy with it. I am sure this is an exceptional case and since I dont see a feebdack mechanism you have to give my honest feedback I feel this is the right way to do it.
As an IBMer I too have to play a customer facing role and I am committed to make my customer successful and satisfied. I believe this is true with Axis bank too as mentioned in the screen shot below.
Thanks and Regards,
Dinesh
Pune