Facing issue with Axis Bank savings account.

[iM23]

Hello, I opened Axis Digital Easy Access account on March, 2023. I received an SMS on June, 2024 stating my account would be upgraded to Liberty Saving Account. To opt out, I had to send a DROPOUT SMS within 1 month. I sent the DROPOUT SMS on the very same day. I even received a confirmation SMS from Axis that as I had chosen not to upgrade my account, it would not be upgraded. But still, Axis upgraded my account to Liberty Savings account which I found out almost 2 months later. So, I had to go to my branch to downgrade my account to Easy Access account. As my account was downgraded through branch, it is not an Digital Savings account anymore.

Now, the thing is, Axis offers 2 debit cards with their digital accounts - 1 virtual and 1 physical. And for both the cards they charge Rs. 590 (not separately). So, in 2023 and 2024 I was charged Rs. 590. But what I guess as of now, as my account is not a digital account since September 2024, today I have been charged Rs. 590 twice for two debit cards separately.

I have the screenshot that I sent the DROPOUT SMS. I also visited the branch but they said the didn't have the authority to convert my account to digital account. I also called Axis customer care and till now from their words I can understand that they are also clueless regarding this digital and non-digital account. I still just can't get it how a bank upgrades an account even after confirming it would not be upgraded. It is disgusting.

What should I do in this case?

 

[Quantum]

I still just can't get it how a bank upgrades an account even after confirming it would not be upgraded. It is disgusting.

That's Axis for you.

Write an email directly to Axis PNO and explain the entire case. Attach the proofs along with the email.
In the same email, clearly ask them to,

1. waive off the extra charge
2. restore the account to its initial variant

if point #2 is not possible from their end, then ask them to assure you in email that Axis would not charge any redundant charges (e.g. Rs. 590) going forward for this account in future. Only mention this point when they show an inability for point #2.

If nothing of these works out, RBIO is the saviour.

 

[iM23]

That's Axis for you.

Write an email directly to Axis PNO and explain the entire case. Attach the proofs along with the email.
In the same email, clearly ask them to,

1. waive off the extra charge
2. restore the account to its initial variant

if point #2 is not possible from their end, then ask them to assure you in email that Axis would not charge any redundant charges (e.g. Rs. 590) going forward for this account in future. Only mention this point when they show an inability for point #2.

If nothing of these works out, RBIO is the saviour.

Thank you. I sent the email. Let me see what happens next.

 

[prathamemesh]

Thank you. I sent the email. Let me see what happens next.

Did it work?

 

[me_sovon]

Thank you. I sent the email. Let me see what happens next.

Any update from axis?

 

[Anshit]

I also received the SMS that my account will be converted into Liberty account, I did not send the opt-out message but the account was never converted into Liberty account 😐

 

[iM23]

Any update from axis?

Did it work?

I e-mailed PNO and after a few days, the branch head called me for the debit card charge reversal. I have received it but the GST of ₹90 has not been reversed regarding which I again emailed PNO and received no reply till now.

Now, the worse thing is I also received a call from the operation head of my branch. He said I had to visit the branch and they would change the account scheme code from SBEZY to DBEZY. So, I went to the branch and the staff who was assigned to do the work, showed me that 'DBEZY' was not listed in the 'Target Scheme' in Axis' system. Then the operation head told me "So, it cannot be done. Now, you tell me what should be the solution." I was just surprised hearing this. How should I know the solution? He told the only solution is I have to close the account and open a new one. I didn't tell anything there as I was just so much annoyed. Then I again emailed PNO mentioning everything. They replied the same, the account cannot be converted. They also asked for the proof of the upgrade sms and the dropout sms that I already shared with them more than once. However, I wrote a final reply mentioning that was my final email to PNO team and asked to resolve it anyway possible. And if they fail to do so, I will take more severe action. Then I have been getting replies only mentioning extension of the reply timeline required by them.

So, that's the last update as of now.

 

[iM23]

I also received the SMS that my account will be converted into Liberty account, I did not send the opt-out message but the account was never converted into Liberty account 😐

You are lucky then.

 

[me_sovon]

I e-mailed PNO and after a few days, the branch head called me for the debit card charge reversal. I have received it but the GST of ₹90 has not been reversed regarding which I again emailed PNO and received no reply till now.

Now, the worse thing is I also received a call from the operation head of my branch. He said I had to visit the branch and they would change the account scheme code from SBEZY to DBEZY. So, I went to the branch and the staff who was assigned to do the work, showed me that 'DBEZY' was not listed in the 'Target Scheme' in Axis' system. Then the operation head told me "So, it cannot be done. Now, you tell me what should be the solution." I was just surprised hearing this. How should I know the solution? He told the only solution is I have to close the account and open a new one. I didn't tell anything there as I was just so much annoyed. Then I again emailed PNO mentioning everything. They replied the same, the account cannot be converted. They also asked for the proof of the upgrade sms and the dropout sms that I already shared with them more than once. However, I wrote a final reply mentioning that was my final email to PNO team and asked to resolve it anyway possible. And if they fail to do so, I will take more severe action. Then I have been getting replies only mentioning extension of the reply timeline required by them.

So, that's the last update as of now.

I just want to know if you want close the virtual card, is that possible?
And your main issue that they are charging twise for Debit cards?
So if someone wants to convert the account is it mandatory to take the virtual card? For me virtual card is not that much helpful if I have to choose between physical and virtual

 

[iM23]

I just want to know if you want close the virtual card, is that possible?
And your main issue that they are charging twise for Debit cards?
So if someone wants to convert the account is it mandatory to take the virtual card? For me virtual card is not that much helpful if I have to choose between physical and virtual

I don't know if that is possible. Because axis charges ₹590 for the virtual card and mentions the physical card as a complementary one.

 

[panchabhut]

Its time for you to escalate and file compensation claim

 

[iM23]

Its time for you to escalate and file compensation claim

How to do that? Ombudsman? Please guide.

 

[prathamemesh]

Its time for you to escalate and file compensation claim

+1. Time to pull out RBI ka bamboo

 

[ritwik2000]

I e-mailed PNO and after a few days, the branch head called me for the debit card charge reversal. I have received it but the GST of ₹90 has not been reversed regarding which I again emailed PNO and received no reply till now.

they reversed my gst only when I raised a BO complaint