RBIO: How Bank Tries to Deceive the BO

[sjmajumder]

I made a complaint to RBIO against Axis Bank for delay in transferring credit balance from CC to my savings account.

1. As per RBI directive, if credit amount is more than 5K (or 1% of CL, whichever is lower), bank should take consent to adjust the same against outstanding. In case consent is not received within 7 days they are supposed to transfer the amount to the bank account of the customer.
2. If an explicit request is made by the cardholder to transfer the credit amount to bank account, it must be executed within 3 working days.

Axis bank violated both the above directives. They did not seek my consent to adjust the credit amount of 10K, and after 7 days didn't transfer to my account. Further, when explicitly requested to transfer the amount to my SB, they took 17 days to make the transfer.

RBIO closed the complaint stating duplicate. They were referring to the credit of 10K which was by BO order of a previous case. I replied back to the closure mail stating, please explain how it is duplicate. The previous complaint was against not providing exact reason for rejection of CC application. The current complaint is against delay in transferring credit balance from CC to SB. ORBIO did not reply but created new complaint.

Yesterday, I received below mail from Axis PNO.

____________________________________________________________________________________________________________________________________________________________________
This is with reference to your complaint raised at The Office of Banking Ombudsman regarding Refund of excess funds.
The reference number for the interaction raised with Banking Ombudsman is: XXXX and YYYY.
We understand that you are inquiring about the status of your request to transfer excess funds from your credit card to your bank account.
Based on the concerns you raised, we referred the details to our respective team and would like to inform you of the following:
We have processed a refund of excess funds from your credit card ending in XXXX to your Indusind Bank account XXXXXXX on January 23, 2025.
Transaction Details:
• Date: 23/01/2025
• Description: CREDIT BALANCE REFUND
• Amount: ₹10,000.00
Please check your IndusInd Bank account and let us know if you notice any discrepancies.
____________________________________________________________________________________________________________________________________________________________________


This is how they try to deceive RBIO. They completely changed my complaint to something else. I am sure, this is the same response they have given to RBIO and God only knows how RBIO will respond. However, I have responded to Axis PNO as below.

____________________________________________________________________________________________________________________________________________________________________
I am genuinely astonished at the level of understanding demonstrated in your response. If this is the quality of service provided by the highest level of grievance redressal at the bank, what can be expected from the lower levels?

I urge you to thoroughly review my complaint multiple times until you fully comprehend the issues I have raised.

To clarify, my complaint is not an inquiry about the refund of a credit balance. It concerns your violation of multiple RBI directives. All relevant facts and evidence are included in my complaint. Therefore, it appears you are either acting too smart or being totally naive about it.
____________________________________________________________________________________________________________________________________________________________________

But it will not have any impact on the case. Unless RBIO seeks my comments in response to bank's reply they are going to decide based on bank's reply only. I hope either they seek my comments or see through bank's response how they are trying to deceive the BO.

 

[hender]

You are a real fighter 💪. Have so much of patience and zeal to handle all such issues.

 

[sjmajumder]

You are a real fighter 💪. Have so much of patience and zeal to handle all such issues.

Not just fighting it, urging everyone to fight for their rights by sharing minute details 🙂

 

[hender]

Not just fighting it, urging everyone to fight for their rights by sharing minute details 🙂

Suggest some action for HDFC, on Dec 19, I applied for Rupay LTF Neu Infinity(Double Benefits), for another number, they are offering it on same no as Floater, but that will solve the purpose as against Moneyback, they already activated UPI only virtual card.

 

[Quantum]

Considering the attention span of some RBIO office folks, chances are bleak that RBIO would seek a response from you before complaint closure. They would probably mention that the amount is already transferred by the RE, hence case is closed.

However, if they do seek your response, then please attach your reply to PNO (that you have mentioned in the first post) with the email to RBIO team. Highlight Axis' smartass-ness.
And if RBIO doesn't seek your response in the current complaint and closes it, then please appeal if it is closed in appealable clause.
Or file a new one highlighting that the actual issue was completely overlooked by the RBIO team in the previous complaint.

Just don't spare Axis in this case.

 

[sjmajumder]

Suggest some action for HDFC, on Dec 19, I applied for Rupay LTF Neu Infinity(Double Benefits), for another number, they are offering it on same no as Floater, but that will solve the purpose as against Moneyback, they already activated UPI only virtual card.

Could not understand your question or concern

 

[Miss.Marple]

Thanks for sharing. Please keep up the good work.

 

[hender]

Could not understand your question or concern

I have one HDFC Moneyback card, and life was peaceful.

HDFC offered and I activated Rupay UPI card in Oct 2024, shared limit.

On Dec 19, I applied for Rupay LTF Neu Infinity on hdfcbank.com, for my secondary number.

HDFC rejected initially, when raised concern, they offered me Neu Infinity as Floater on primary number.

I want that tata Card as seperate on secondary number, they are not in that mood.

Hope I am clear now, Pls suggest action now.
Disc: Now I have SBI UPI Rupay on that Number.

 

[sjmajumder]

I have one HDFC Moneyback card, and life was peaceful.

HDFC offered and I activated Rupay UPI card in Oct 2024, shared limit.

On Dec 19, I applied for Rupay LTF Neu Infinity on hdfcbank.com, for my secondary number.

HDFC rejected initially, when raised concern, they offered me Neu Infinity as Floater on primary number.

I want that tata Card as seperate on secondary number, they are not in that mood.

Hope I am clear now, Pls suggest action now.
Disc: Now I have SBI UPI Rupay on that Number.

Take it and change number once the card is issued, provided HDFC allows different cards to be mapped to different numbers for the same person. If not then you don't have any option. Approving a card is a bank's decision, no one can force them to issue you a card.

 

[hender]

Take it and change number once the card is issued, provided HDFC allows different cards to be mapped to different numbers for the same person.

That's the dilemma, Once it's issued as Floater on sharing limit, I don't think so it will be shifted to another number, as standalone.

 

[thelazycamel]

@sjmajumder and people with experience with RBIO, would request your suggestion on my complaint with RBIO if possible 🙂

Issue:
I uncovered hidden charges on my Forex Payments with an HDFC Card. The bank, in an email, showed that they had in fact applied a charge of 1% and then falsified the exchange rate on the statement to pretend that the rate was higher and concealed the hidden charge.

Complaint and follow Up:

• I waited and followed up for 2.5 months; they just kept sending generic emails and would call and ask to explain the whole issue again and again.
• I finally filed a complaint with RBIO, then the bank actually started to come back with proposals. I had sought a refund of 4600 under dispute and a compensation of 1L. Bank's first offer was 3k voucher, then they came back with 10k voucher and now finally they came back with the below:

Latest Response from HDFC : "As advised by the Honorable Banking Ombudsman, We had arranged to reverse the excess currency conversion amount of Rs.4,372.00 to your card account and along with the compensation of Rs.5,000.00 to your bank account. We seek your cooperation in this regard."

My Counter: I am in no mood to accept this offer, because I have 2 emails from the bank which confirm that they overcharged me for several months and on all forex transactions, the disputed amount is high at ~5k and the resolution has been delayed over 4 months.

• I have countered with the refund of disputed amount and a compensation of 50k.

Dilemma and Next Steps:
If the RBIO sides with the bank for a measly 5k, should I appeal? Since the amount they are offering is very low, I have no issue with escalating this further or even file a consumer forum complaint but would prefer to close this now.

What would you suggest I do here?

 

[Ak Singh]

Sir @sjmajumder
I also need suggestions regarding hdfc payzapp google play credit card... I already hold two hdfc cards millennia and Swiggy.
Around October -november 2024 I applied hdfc pixel card but at the limit transfer page from existing credit card, I was getting error like something went wrong try again later.
I mailed payzapp team also they said me to wait to expire this application then apply again.
Then after some days application got expired on payzapp, then I applied again.
Again at limit transfer page got same error like something went wrong, try again later.
But again application expired but I could not submit the application successfully.
Now both time hdfc made enquiry in my cibil and when I asked to remove because I was unable to apply credit card through payzapp error, so they said to me that you applied credit card so we can't suppress your credit enquiry.

Now what should I do? How to complain RBI ombudsman?

 

[sjmajumder]

Sir @sjmajumder
I also need suggestions regarding hdfc payzapp google play credit card... I already hold two hdfc cards millennia and Swiggy.
Around October -november 2024 I applied hdfc pixel card but at the limit transfer page from existing credit card, I was getting error like something went wrong try again later.
I mailed payzapp team also they said me to wait to expire this application then apply again.
Then after some days application got expired on payzapp, then I applied again.
Again at limit transfer page got same error like something went wrong, try again later.
But again application expired but I could not submit the application successfully.
Now both time hdfc made enquiry in my cibil and when I asked to remove because I was unable to apply credit card through payzapp error, so they said to me that you applied credit card so we can't suppress your credit enquiry.

Now what should I do? How to complain RBI ombudsman?

Normally they do the CIBIL first to check your eligibility. If anything goes wrong they will not suppress the CIBIL enquiry. From my experience RBIO doesn't help in this matter but you can try your luck.

 

[sjmajumder]

@sjmajumder and people with experience with RBIO, would request your suggestion on my complaint with RBIO if possible 🙂

Issue:
I uncovered hidden charges on my Forex Payments with an HDFC Card. The bank, in an email, showed that they had in fact applied a charge of 1% and then falsified the exchange rate on the statement to pretend that the rate was higher and concealed the hidden charge.

Complaint and follow Up:

• I waited and followed up for 2.5 months; they just kept sending generic emails and would call and ask to explain the whole issue again and again.
• I finally filed a complaint with RBIO, then the bank actually started to come back with proposals. I had sought a refund of 4600 under dispute and a compensation of 1L. Bank's first offer was 3k voucher, then they came back with 10k voucher and now finally they came back with the below:

Latest Response from HDFC : "As advised by the Honorable Banking Ombudsman, We had arranged to reverse the excess currency conversion amount of Rs.4,372.00 to your card account and along with the compensation of Rs.5,000.00 to your bank account. We seek your cooperation in this regard."

My Counter: I am in no mood to accept this offer, because I have 2 emails from the bank which confirm that they overcharged me for several months and on all forex transactions, the disputed amount is high at ~5k and the resolution has been delayed over 4 months.

• I have countered with the refund of disputed amount and a compensation of 50k.

Dilemma and Next Steps:
If the RBIO sides with the bank for a measly 5k, should I appeal? Since the amount they are offering is very low, I have no issue with escalating this further or even file a consumer forum complaint but would prefer to close this now.

What would you suggest I do here?

If BO has given the order there is nothing you can do about it. If you are not satisfied with the resolution you can go to consumer court.

 

[tharun]

I made a complaint to RBIO against Axis Bank for delay in transferring credit balance from CC to my savings account.

1. As per RBI directive, if credit amount is more than 5K (or 1% of CL, whichever is lower), bank should take consent to adjust the same against outstanding. In case consent is not received within 7 days they are supposed to transfer the amount to the bank account of the customer.
2. If an explicit request is made by the cardholder to transfer the credit amount to bank account, it must be executed within 3 working days.

Axis bank violated both the above directives. They did not seek my consent to adjust the credit amount of 10K, and after 7 days didn't transfer to my account. Further, when explicitly requested to transfer the amount to my SB, they took 17 days to make the transfer.

RBIO closed the complaint stating duplicate. They were referring to the credit of 10K which was by BO order of a previous case. I replied back to the closure mail stating, please explain how it is duplicate. The previous complaint was against not providing exact reason for rejection of CC application. The current complaint is against delay in transferring credit balance from CC to SB. ORBIO did not reply but created new complaint.

Yesterday, I received below mail from Axis PNO.

____________________________________________________________________________________________________________________________________________________________________
This is with reference to your complaint raised at The Office of Banking Ombudsman regarding Refund of excess funds.
The reference number for the interaction raised with Banking Ombudsman is: XXXX and YYYY.
We understand that you are inquiring about the status of your request to transfer excess funds from your credit card to your bank account.
Based on the concerns you raised, we referred the details to our respective team and would like to inform you of the following:
We have processed a refund of excess funds from your credit card ending in XXXX to your Indusind Bank account XXXXXXX on January 23, 2025.
Transaction Details:
• Date: 23/01/2025
• Description: CREDIT BALANCE REFUND
• Amount: ₹10,000.00
Please check your IndusInd Bank account and let us know if you notice any discrepancies.
____________________________________________________________________________________________________________________________________________________________________


This is how they try to deceive RBIO. They completely changed my complaint to something else. I am sure, this is the same response they have given to RBIO and God only knows how RBIO will respond. However, I have responded to Axis PNO as below.

____________________________________________________________________________________________________________________________________________________________________
I am genuinely astonished at the level of understanding demonstrated in your response. If this is the quality of service provided by the highest level of grievance redressal at the bank, what can be expected from the lower levels?

I urge you to thoroughly review my complaint multiple times until you fully comprehend the issues I have raised.

To clarify, my complaint is not an inquiry about the refund of a credit balance. It concerns your violation of multiple RBI directives. All relevant facts and evidence are included in my complaint. Therefore, it appears you are either acting too smart or being totally naive about it.
____________________________________________________________________________________________________________________________________________________________________

But it will not have any impact on the case. Unless RBIO seeks my comments in response to bank's reply they are going to decide based on bank's reply only. I hope either they seek my comments or see through bank's response how they are trying to deceive the BO.

I have requested axis credit card team to refund my excess amount to saving account but they are asking for details regarding my payment proof and it's bank statement, is that how it is done?
I thought they would ask me a cancelled cheque and reason for refund and then process my excess amount to savings account
@sjmajumder

 

[sjmajumder]

I have requested axis credit card team to refund my excess amount to saving account but they are asking for details regarding my payment proof and it's bank statement, is that how it is done?
I thought they would ask me a cancelled cheque and reason for refund and then process my excess amount to savings account
@sjmajumder

Yes, it will be transferred back to the account from which payment was made.

 

[tharun]

Yes, it will be transferred back to the account from which payment was made.

Did you mean they will refund it to original source instead of depositing into savings account seperately?

 

[bhatt83hemang]

I believe that RBI Ombudsman (RBIO) officers are highly influenced by banks. I had filed a complaint against Axis Bank in December 2024 regarding rewards portal blocked. Initially, Axis Bank responded that my rewards were blocked due to non-submission of documents. However, I provided email proof showing that I had submitted the required documents within 30 days.


Despite this, the RBIO closed my complaint without addressing my evidence and did not allow me to appeal further. (Must read attachment)This raises serious concerns about fairness and transparency in the RBIO.

 

[Miss.Marple]

Did you mean they will refund it to original source instead of depositing into savings account seperately?

At least in my case HSBC didn't agree to transfer back to a different account.

 

[sjmajumder]

At least in my case HSBC didn't agree to transfer back to a different account.

Same in my case...

Did you mean they will refund it to original source instead of depositing into savings account seperately?

My experience says so...you can try to get it in a different account and let us know how it went.