I have read with interest Dr TVG's experience with ICICI bank published in 'MoneyLife' and reproduced in VITALINFO. A good number of people have been having such grievances with these banks for a long time and there seems to be no solution in the Indian banking machinery. I share his view that the knowledge of the officials at the operational level (including the Branch Manager) of these high tech banks leaves scope for substantial improvement. They probably do not need this knowledge as they have practically no authority and are worse than post offices. All that they do is to pass on every request received from their customers to their superiors at the controlling/head offices and act as per the instructions received from them. The top officials of these banks before they moved to these banks used to complain about over centralisation in the RBI !! I also agree with TVG that while the Grievance Mechanism has been put in place, it does not really solve your grievances ! I have even experienced that the staff entrusted with dealing with the grievances (I have a suspicion that this work has been outsourced !) do not understand the issues raised and send you irrelevant responses. The tragedy is that when the matter is taken up either with the Ombudsman or with the Customer Service Department at the central office of RBI, the grievance does not get redressed. Some junior officials at the RBI deal with these references in a casual and routine manner. Incidentally, my high tech bank, to my good luck, has no issues in sending me the OTP to my registered email address and to my registered mobile number. I received the OTP thru SMS to my mobile even though I have not opted for International roaming as I am also presently in USA.
- A.Chandramouliswaran
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