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BOB Branch Employees Misbehaving & Denying Legitimate Account Closure – What Can I Do?

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itsme.sumit said:
it is not in kolkata it is located within birbhum district which is around 300km away from kolkata.
no that branch is not nearby my home. it is around 20km away from my home.
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In that case local pressure can't be applied here.
Your only option is compiled your incident with as much evidence as possible and forward your complaint to the regional head Bob branch along with online complaint to all forums of BOB and RBI ombudsman.
 
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Tamal said:
In that case local pressure can't be applied here.
Your only option is compiled your incident with as much evidence as possible and forward your complaint to the regional head Bob branch along with online complaint to all forums of BOB and RBI ombudsman.
Click to expand...
i have yesterday's harrasment audio recording and their arrogant behaviour video recording at 6th march which was recorded by my friend.
 
itsme.sumit said:
I recently had an extremely unpleasant and unjust experience at Bank of Baroda (BoB) – Suri Branch, Birbhum, while trying to close my PMJDY savings account and open a BOB Super Savings Account with a platinum RuPay card.


Issues Faced at the Bank​


On 06/03/2025, when I visited the branch for my request, the staff denied service, provided misinformation, and refused to give a written response to my legitimate queries. The key issues were:


  1. False Information About Account Closure – They falsely claimed that closing my existing PMJDY account would permanently prevent me from opening a new one. This is not an RBI policy and was clearly an attempt to mislead.
  2. Passbook Demand Without Legal Basis – The staff insisted that a passbook was mandatory for closing the account and even suggested I file a police complaint for a missing passbook. This is completely wrong as per banking norms.
  3. Denial of Written Confirmation – When I asked for a written statement with an official stamp, the staff outright refused, showing a lack of procedural transparency.
  4. Recorded Evidence – Given the blatant misconduct, I recorded the conversation for my own reference.

Violent Reaction from Bank Employee & Police Involvement​


When I returned to the branch the next day (07/03/2025) with a written complaint seeking acknowledgment, the situation took a shocking turn:


  • A bank employee overheard that I had recorded evidence of their misconduct the previous day.
  • He snatched my phone forcefully and called the police instead of addressing my complaint.
  • that employee personally threatened me and also told me that it is crime to record any video without their consent even if they gonna misbehave or provide absurd service.
  • The police arrived and detained both me and my friend—who did absolutely nothing—without any investigation.
  • This all happened in front of the branch manager, who was a female, yet she did nothing to intervene.
  • We were taken to the police station without any proper justification and had to pay a lawyer ₹1500 to get released.

Seeking Advice – Best Course of Action?​


I now want to take strong legal action against both Bank of Baroda’s misconduct and the police’s unlawful handling of the case. Given my situation, what is the best legal and regulatory course of action?

please help me as i do not have any connection of good lawyers by myself.
Click to expand...
I'd suggest you follow this path
  • Start with BoB’s official grievance redressal (written/email complaint).
  • If no response within 30 days → File an RBI Ombudsman complaint.
  • For compensation → Approach the Consumer Forum.
  • Report banking code violations to BCSBI.
As long as you are in the right, you can escalate the issue as much as needed.
(Avoid the police as it may lead to further harassment.)
I will send you the details but please make sure you have all the docs ready with you.

You can escalate the issue against Bank of Baroda through the Reserve Bank of India and Consumer Protection Framework as follows:
1. First Lodge a Formal Complaint with Bank of Baroda
Nodal Officer: cs.ho@bankofbaroda.com

What to include in the complaint?
  • Mention the date and time of incidents.
  • Detail misbehavior, misinformation, and refusal of written acknowledgment.
  • Attach any proof (audio, video, complaint copy, or response from the bank).
  • Request a formal response within 30 days.
2. File a Complaint with RBI via the Integrated Ombudsman Scheme
Online: https://cms.rbi.org.in/rbi/vividflow/run/rbi#captchaAuthentication
Key points to highlight in RBI complaint:
  • Violation of banking norms (false information about account closure, unnecessary passbook demand).
  • Denial of written response violating customer service transparency.
  • Unethical behavior by bank staff leading to intimidation.
Relevant Sections for Complaint:
  • Refusal to Provide Banking Services → Banks cannot deny account closure or new account opening based on false claims.
  • Unreasonable Document Demands → A passbook is not mandatory for account closure.
  • Written Communication Requirement → The bank must provide a written response if requested.

3. File a Consumer Complaint for Deficiency in Service​

  • Deficiency in banking service
  • Mental harassment & unfair practices
How to file?
If you want compensation for damages (e.g., lawyer fees, mental harassment), this is the right step.


Coming to video recording.....
If the recording is done for personal documentation (e.g., to keep proof of what was said), it may be acceptable unless explicitly prohibited by the bank’s policies.
  • If bank staff misbehave, deny service, or give false information, a customer may record audio or video as proof. Example: RBI and consumer forums accept digital evidence in disputes.
  • Some banks prohibit customers from recording inside branches due to security and privacy concerns.
  • If the bank has a clearly displayed notice or written policy banning recordings, then it could be used against the customer.
⚠️ Important Advice:
  • DO NOT post the evidence online for now.
  • If you do, you give an edge to the bank, as they may argue that you violated privacy policies.
 
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itsme.sumit said:
yesterday someone in my previous post adviced for the same nd it sounds logical to me as i can not send RBIO or bank's email address those video footages but can send then a scanned copy of that kinda acknoledgement.
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You should have made a complaint in BOB Grievance team that branch is not closing your acc.
They would have taken action against branch and if not then you can make a complaint in RBI Ombudsman giving those earlier emails.
U don't need any hand written confirmation to complain in RBO
 
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Sahil_07 said:
You should have made a complaint in BOB Grievance team that branch is not closing your acc.
They would have taken action against branch and if not then you can make a complaint in RBI Ombudsman giving those earlier emails.
U don't need any hand written confirmation to complain in RBO
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I already did complained the same in csbo email but someone said thag acknoledgement will be better.
 
Fini7777 said:
Yes, it's possible
We just need to req for scheme change/upgrade
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The answer of it is that simply did not wanted direct upgrade of my existing savings account. My prior request was to close my account first and they misleaded or denied to close even though i had debit card and my id cards on me. If they would have wrote me with bank's stamp that gd is required i would have do the same. But they did not.
 
itsme.sumit said:
Today, I visited my Bank of Baroda (BOB) home branch to close my existing PMJDY zero-balance savings account and open a BOB Super Savings Account, which offers a platinum RuPay debit card and requires a ₹20,000 MAB.

To ensure a smooth process, I carried all original ID proofs, my PMJDY debit card, and a cheque book from another bank for the initial deposit—despite knowing that government banks typically do not require this. However, I encountered unprofessional behavior and misinformation from the branch staff.

Issues Faced at the Branch​

  1. False Claim Regarding Account Closure & Reopening
    • Upon arrival, a bank employee immediately responded with hostility and falsely claimed that if I closed my current savings account, I would be permanently barred from opening any future savings account with BOB.
    • I know this is completely incorrect, as I have seen similar cases on TechnoFino that were resolved through the RBI Ombudsman.
  2. Unreasonable & Arbitrary Requirement for Passbook Submission
    • When I requested account closure, they insisted that submission of my passbook was mandatory.
    • Since I did not have it on hand, they demanded that I file a police report to proceed with closure.
    • This is completely unjustified, as a passbook is neither a confidential document nor a mandatory requirement for account closure as per banking norms.
3. Denial of Written Confirmation with Bank Stamp
  • When I asked them to provide their claims in writing with the bank’s official stamp, they outright refused.
  • This further proves that their statements are not based on any official banking rule but rather their own misleading practices.

​

Recorded Evidence – Next Steps for Escalation​

My friend recorded the entire conversation and misbehavior by the branch staff. I now want to know the best way to use this evidence effectively.

  • Can I attach this recording in an email to the branch and the Principal Nodal Officer (PNO)?
  • Is there a specific grievance email at BOB where such complaints are taken seriously?
  • Would this recording strengthen a case if I escalate it to the RBI Ombudsman?
I appreciate any guidance from the TechnoFino community on the best course of action. Thank you.
Click to expand...
Before doing anything first go to branch manager, and tell him that you want to file a written complaint.
It will go smoothly, BoB has good BMs but bad employees.
 
itsme.sumit said:
I recently had an extremely unpleasant and unjust experience at Bank of Baroda (BoB) – Suri Branch, Birbhum, while trying to close my PMJDY savings account and open a BOB Super Savings Account with a platinum RuPay card.


Issues Faced at the Bank​


On 06/03/2025, when I visited the branch for my request, the staff denied service, provided misinformation, and refused to give a written response to my legitimate queries. The key issues were:


  1. False Information About Account Closure – They falsely claimed that closing my existing PMJDY account would permanently prevent me from opening a new one. This is not an RBI policy and was clearly an attempt to mislead.
  2. Passbook Demand Without Legal Basis – The staff insisted that a passbook was mandatory for closing the account and even suggested I file a police complaint for a missing passbook. This is completely wrong as per banking norms.
  3. Denial of Written Confirmation – When I asked for a written statement with an official stamp, the staff outright refused, showing a lack of procedural transparency.
  4. Recorded Evidence – Given the blatant misconduct, I recorded the conversation for my own reference.

Violent Reaction from Bank Employee & Police Involvement​


When I returned to the branch the next day (07/03/2025) with a written complaint seeking acknowledgment, the situation took a shocking turn:


  • A bank employee overheard that I had recorded evidence of their misconduct the previous day.
  • He snatched my phone forcefully and called the police instead of addressing my complaint.
  • that employee personally threatened me and also told me that it is crime to record any video without their consent even if they gonna misbehave or provide absurd service.
  • The police arrived and detained both me and my friend—who did absolutely nothing—without any investigation.
  • This all happened in front of the branch manager, who was a female, yet she did nothing to intervene.
  • We were taken to the police station without any proper justification and had to pay a lawyer ₹1500 to get released.

Seeking Advice – Best Course of Action?​


I now want to take strong legal action against both Bank of Baroda’s misconduct and the police’s unlawful handling of the case. Given my situation, what is the best legal and regulatory course of action?

please help me as i do not have any connection of good lawyers by myself.
Click to expand...
You can complaint to Bob customer care, and after pno approach to RBI.
Court wont help you as they are right, that you cant record video inside bank.
 
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