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AUSFB - Credit card misselling by the branch employee

Apply For Lifetime Free IDFC First Credit Card
I have a zero balance account in AU Small Finance Bank (AUSFB). I use it as an emergency fund account.

I received a call from a branch employee on 01-July-2024 offering me a pre-approved credit card, AU Altura. He had assured me over the call that it is a lifetime free (LTF) credit card with no charges. I applied for the card through him.
The card was approved on 01-Aug-2024 (after one month) and I received the card on 02-Aug-2024. However, in the joining letter it showed both joining and annual charges of Rs 199+GST.

I immediately filed a complaint with the customer care on the same day (02-Aug-2024). However, I did not receive any response except for the interaction ID.
So I further escalated the issue to the head of credit cards (14-Aug-2024). Strangely, it was the same without any response.
Finally, I escalated to the PNO (20-Aug-2024). Even the PNO did not respond.

So I filed a complaint with the RBI Ombudsman on 03-Sep-2024 after the completion of 30 days.

I received a call from AU CC dept on 04-Sep-2024 informing me that they had a conversation with the bank employee and are willing to waive the joining charges. I did not agree to such and told him that he had promised me LTF CC. So the issuance of a chargeable card amounts to misselling and misleading claims as well as cheating. He kept on trying to convince me to accept the offer of FYF, but I rejected it and hung up the call.


UPDATE 1

W

Post in thread 'AUSFB - Credit card misselling by the branch employee'

UPDATE 1

11-Sep-2024
I received an email informing me that the bank has received the complaint from RBI and they are currently investigating it. They also asked me to send them proofs for better investigation. However, I replied that I didn't have any proof as the card application was solely over telephone call.

13-Sep-2023
I received an email stating that they have initiated a credit card upgrade and it will be processed within 5 working days.
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UPDATE 2
W

Post in thread 'AUSFB - Credit card misselling by the branch employee'

UPDATE 2

16-Sep-2024
I have received another email from AU Bank that the card was applied on my own and there was no misselling. I cannot prove the misselling due to limited evidence at my end.
However, they have upgraded the AU Altura card to AU LIT credit card which is lifetime free.
  • Lovely
 

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  • AUSFB all emails combined_page-0003.webp
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  • RBI Ombudsman complaint AUSFB_page-0001.webp
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  • AUSFB email 4_page-0001.webp
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  • AUSFB email 5.webp
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Click to expand...
I've learnt over time to always ask any bank employee, CC seller, customer care executive, who is trying to convince me for any card, to send all those details to me on my email from their official Email ID. But thanx for this post. This will help many members here.
 
Apply For LTF AU LIT Credit Card
EternallyHopeful said:
I've learnt over time to always ask any bank employee, CC seller, customer care executive, who is trying to convince me for any card, to send all those details to me on my email from their official Email ID. But thanx for this post. This will help many members here.
Click to expand...
Thanks!
I'm a newbie. I'm learning a lot from the TechnoFino community.
 
White_Fox said:
I have a zero balance account in AU Small Finance Bank (AUSFB). I use it as an emergency fund account.

I received a call from a branch employee on 01-July-2024 offering me a pre-approved credit card, AU Altura. He had assured me over the call that it is a lifetime free (LTF) credit card with no charges. I applied for the card through him.
The card was approved on 01-Aug-2024 (after one month) and I received the card on 02-Aug-2024. However, in the joining letter it showed both joining and annual charges of Rs 199+GST.

I immediately filed a complaint with the customer care on the same day (02-Aug-2024). However, I did not receive any response except for the interaction ID.
So I further escalated the issue to the head of credit cards (14-Aug-2024). Strangely, it was the same without any response.
Finally, I escalated to the PNO (20-Aug-2024). Even the PNO did not respond.

So I filed a complaint with the RBI Ombudsman on 03-Sep-2024 after the completion of 30 days.

I received a call from AU CC dept on 04-Sep-2024 informing me that they had a conversation with the bank employee and are willing to waive the joining charges. I did not agree to such and told him that he had promised me LTF CC. So the issuance of a chargeable card amounts to misselling and misleading claims as well as cheating. He kept on trying to convince me to accept the offer of FYF, but I rejected it and hung up the call.
Click to expand...
Interesting that they didn't reply at any level.

What if they ask you for proof that if this was offered LTF to u.
 
yobro said:
Interesting that they didn't reply at any level.

What if they ask you for proof that if this was offered LTF to u.
Click to expand...
Won't be able to provide.
Atleast I'll be able to get them on deficiency in service due to non-response by the bank at all.
 
UPDATE 1

11-Sep-2024
I received an email informing me that the bank has received the complaint from RBI and they are currently investigating it. They also asked me to send them proofs for better investigation. However, I replied that I didn't have any proof as the card application was solely over telephone call.

13-Sep-2023
I received an email stating that they have initiated a credit card upgrade and it will be processed within 5 working days.
 

Attachments

  • AUSFB email 4_page-0001.webp
    AUSFB email 4_page-0001.webp
    247.3 KB · Views: 8
Last edited:
UPDATE 2

16-Sep-2024
I have received another email from AU Bank that the card was applied on my own and there was no misselling. I cannot prove the misselling due to limited evidence at my end.
However, they have upgraded the AU Altura card to AU LIT credit card which is lifetime free.
 

Attachments

  • AUSFB email 5.webp
    AUSFB email 5.webp
    391.1 KB · Views: 1
White_Fox said:
UPDATE 2

16-Sep-2024
I have received another email from AU Bank that the card was applied on my own and there was no misselling. I cannot prove the misselling due to limited evidence at my end.
However, they have upgraded the AU Altura card to AU LIT credit card which is lifetime free.
Click to expand...
Are you happy?
Is it an upgrade or a downgrade?
 
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