Two years ago when I was buying my car I associated myself to Citicorp for financing. Even though the sales representative was stating that the bank was giving me 9.75 % flat interest I was effectively paying them around 11.5% that I understood after a while.
Last week I decided to sell my car (7th Feb. 2005) and went to a place where the bank outsourced their back office work. The very first day itself they made me to run around the places and made me to wait for 2 and half hours. The result of my waiting was unproductive as the concerned person was not turned up to the office after lunch and there was none to take the responsibility.
As I was in need for making my loan amount cleared, I went to the place next day itself. That day also the response was same and I waited for more than an hour. I saw lots of unsatisfied people like me moving around and waiting for some one to respond and simply accepting their concerns and pains. I also was among them and done saying ?no more relationships?.
As I consoled myself. I paid the balance amount and the pre-closure penalty on that day. The pre-closure penalty for me was 3 % as they waved off 2 % for me and they asked for 14 working days to get me a clearance letter.
After 8 days I called up the help desk to find out the status and my shocking experience started from there. They said that the loan is not cleared and I have to shell out more money, which is their service charge! Until I give that, no clearance certificate. The other disturbing factor is reaching these people over phone.
I had 3 different numbers of the back office operations office on which continuous calls has not answered. I tried calling up and speaking to the higher level but the efforts was not useful. The bank never bothered to inform the customer that this much of money is pending! The bank never bothered to collect or update me about the service charges when I was wandering in their back office for some one to help me.
After all I have to get myself free from this I went ahead to the same back office operations (E-serve) and paid the balance amount on Thursday 17th Feb 05. There were lots of people waiting get their transactions happen in the front desk and only one female executive was working. The interesting fact is that the other female who is the collection box don?t even bother to address the people whom are standing for a long time.
I over-heard one customer (I will call him poor man) requesting this female to assist her colleague so that this work moves little more faster and the answer was awesome! ? I have other work and it is not my job ?. What training might have given to the customer support executive to give such an answer? Hats off to the bank and its employees. On 17th Feb 05 the so called professionals asked me to drop in to their office once again to collect the clearance certificate on Monday 21st Feb 05. I consoled myself saying that I will adjust myself to that as I am on the receiving end.
Back to E-serve office on Monday 21st Feb. Prior to go there I called there to find out whether I can go and collect my papers. They kindly offered me a time by saying ?Anytime?. At first instance I thought, ? Wow what a change! First time positive response! Started immediately and reached their office hoping that I will finish the deal. More over there was not much crowd also.
The Great lady in the front Desk collected my papers and took a while to check the details in the computer. The sudden answer was I have to wait because the clearance letter will come from Chennai! On 17th Feb the other executive told that I have to pay 276/- to get the clearance from here and he blocked that. But now there is no clue of that. What a communication and co-ordination of work! I simply felt a heart full thanks to great support what Citibank offered!
Anyway they showed the kindness to block that and told me to come the next day, as the authorized signatory was not available to sign. Why can?t these people kind enough to acknowledge the people over phone that the authorized signatory is not available when the customer calls them? They got an excuse saying that they were not aware of. While the customer asking this, great support executive sitting next her showing her attitude by saying her to stop explaining! Another marvelous piece of example of great customer support experience! I don?t think I am ashamed or feel guilty to call that lady the most useful bad word appropriate.
22nd of Feb I am back to the so-called back office operations place where I have to collect my papers! Before going there I called up the concerned person and he said you could send some one with original documents along with a Photo ID card. As I don?t have a office assistant (Off course I am not rich as him to keep an assistant), I went there. Again I was seeing frustrated customers arguing with the front desk and in between I asked for my papers showing my photo ID.
The lady went inside and came back after a while giving me back the original and asked me to get a Photostat copy. Now it?s my turn to search for a place where I can make a copy. I was looking around for a place in M.G road Bangalore and walked almost 2 Kilometers. Some how I managed to find a place and came back with copy.
Once she saw the copies in my hand, She asked for the copy of the Photo ID card, which she was not bothered to tell when I was going to take other copies. Thanks to the gentle man who was standing next me. He told her that she never told about it. A frustrated man helping another in the same feeling! She was still not convinced. Anyway took my ID and went in side to take a photo copy there itself! .
Before handing over the Clearance documents , she purposefully trying to pull me stating that I have some balance in my Citibank Master card which I already paid 10 to 12 days back and showing ?Payment received ?Thank you ? in Citibank on line . Heights of support levels .
The Customer support personals (So called!) people are looking at and behaving as if we are some out-laws or outcastes! I am just one of the victims from there who dared to make this statement to the public. The previous stated customers support professional made one person to run around for 2/- rupee change while she was sitting in the cash collection counter!
The KPTCL and Bangalore City Corporation collection officials are much better in terms of services offered by these so-called Support personals. The so-called MNC banks and their own promoted customer support level surveys are fake!
I read couple of weeks back in one of the leading financial weekly about the customer support and satisfaction levels and I wonder how can this bank secure third place in that! No wonder even if the same banks sponsor such surveys