HDFC Bank Complaint – Need Suggestions on Next Steps

[Gownandha]

Hi everyone,

I recently escalated an issue with my Indian Oil HDFC Add-on Credit Card to the Banking Ombudsman, and I need your advice on what to do next.

Background of the Issue:
- Applied for the floater add-on card in August 2024 via my brother’s (primary cardholder) NetBanking.
- Received the card but faced multiple issues:
- Not linked to my mobile/email initially.
- After multiple follow-ups, mobile number was updated in dec 2025 (after 4+ months). So I activated UPI at that time only.
- Card still shows as "Dormant" in HDFC NetBanking/app, making it practically unusable.
- No reward points credited despite spending over ₹8,000.
- Multiple visits to the branch, emails, and 20+ customer care calls yielded no resolution.
- Finally, I escalated to the Banking Ombudsman in Jan 2025.

HDFC's Response Today (Feb 19, 2025):
- They confirmed that the "Dormant" status is intentional for floater add-on cards, meaning limited access for the add-on cardholder.
- After my complaint, they credited 229 missing reward points for my transactions from Aug-Nov 2024.
- They acknowledged the poor customer support experience and have offered a ₹3,000 gift voucher as compensation.
- I had originally requested ₹20,000 compensation for the mental stress and inconvenience caused.

What Should I Do Now?
1. Accept ₹3,000 and move on?
2. Reject and push for higher compensation? If so, what’s the best way to escalate further?
3. Raise a complaint to RBI CMS for inadequate resolution?

Would appreciate any insights or advice from those who have faced similar issues!

I’ll attach the official response from HDFC below for reference.

Thanks in advance!

 

[Gownandha]

@SSV @Vasuki @Aniket @HumorSimpson @kuchbhi @Raavan @quino @VISHESH_BANSAL @varun__goel_ @doraemon @Pissant @Abhishek012
@TechnoFino @vaibhav111 @Talkwithfino @cardy @vega @sunit123 @6ix9ine @D₹V @RAMESH BABU N @surojitlaha @vijay.vj @BVC @helloworld @Infamous @Strange @sjmajumder

Please help me out. I plan to send some sort of reply today

 

[hender]

Hi everyone,

I recently escalated an issue with my Indian Oil HDFC Add-on Credit Card to the Banking Ombudsman, and I need your advice on what to do next.

Background of the Issue:
- Applied for the floater add-on card in August 2024 via my brother’s (primary cardholder) NetBanking.
- Received the card but faced multiple issues:
- Not linked to my mobile/email initially.
- After multiple follow-ups, mobile number was updated in dec 2025 (after 4+ months). So I activated UPI at that time only.
- Card still shows as "Dormant" in HDFC NetBanking/app, making it practically unusable.
- No reward points credited despite spending over ₹8,000.
- Multiple visits to the branch, emails, and 20+ customer care calls yielded no resolution.
- Finally, I escalated to the Banking Ombudsman in Jan 2025.

HDFC's Response Today (Feb 19, 2025):
- They confirmed that the "Dormant" status is intentional for floater add-on cards, meaning limited access for the add-on cardholder.
- After my complaint, they credited 229 missing reward points for my transactions from Aug-Nov 2024.
- They acknowledged the poor customer support experience and have offered a ₹3,000 gift voucher as compensation.
- I had originally requested ₹20,000 compensation for the mental stress and inconvenience caused.

What Should I Do Now?
1. Accept ₹3,000 and move on?
2. Reject and push for higher compensation? If so, what’s the best way to escalate further?
3. Raise a complaint to RBI CMS for inadequate resolution?

Would appreciate any insights or advice from those who have faced similar issues!

I’ll attach the official response from HDFC below for reference.

Thanks in advance!

Jolly babu @sjmajumder , Pls enlighten.

 

[Raavan]

Accept ₹3,000 and move on?

Relax and wait for closure mail from RBI

Reject and push for higher compensation? If so, what’s the best way to escalate further?

Do not reject and do not accept. Be diplomatic and put your harrassment in words, mention non linkage to UPI, dormant status confusing people, and anything else you faced. Mentioning all this quote that 20k amount was asked for mental harrassment. Remember you are not demanding or asking them to pay, you are simply telling them that they do not take service deficiency seriously.

Raise a complaint to RBI CMS for inadequate resolution

Since you already have complained to RBI ombudsman once, you have to wait for closure of this complaint and see if you can appeal for the improper resolution. Raising second complaint would be straightaway dismissed.

 

[hender]

Relax and wait for closure mail from RBI

Do not reject and do not accept. Be diplomatic and put your harrassment in words, mention non linkage to UPI, dormant status confusing people, and anything else you faced. Mentioning all this quote that 20k amount was asked for mental harrassment. Remember you are not demanding or asking them to pay, you are simply telling them that they do not take service deficiency seriously.

Since you already have complained to RBI ombudsman once, you have to wait for closure of this complaint and see if you can appeal for the improper resolution. Raising second complaint would be straightaway dismissed.

Very precise, straight to point. Thanks for sharing.

 

[Gownandha]

Relax and wait for closure mail from RBI

Do not reject and do not accept. Be diplomatic and put your harrassment in words, mention non linkage to UPI, dormant status confusing people, and anything else you faced. Mentioning all this quote that 20k amount was asked for mental harrassment. Remember you are not demanding or asking them to pay, you are simply telling them that they do not take service deficiency seriously.

Since you already have complained to RBI ombudsman once, you have to wait for closure of this complaint and see if you can appeal for the improper resolution. Raising second complaint would be straightaway dismissed.

Thank you. Will do the same. Will attach all my statement pdf and give more specific info to them. I will ignore about the acceptance of compensation in the mail for now. Thank you

 

[sjmajumder]

Jolly babu @sjmajumder , Pls enlighten.

Relax and wait for closure mail from RBI

Do not reject and do not accept. Be diplomatic and put your harrassment in words, mention non linkage to UPI, dormant status confusing people, and anything else you faced. Mentioning all this quote that 20k amount was asked for mental harrassment. Remember you are not demanding or asking them to pay, you are simply telling them that they do not take service deficiency seriously.

Since you already have complained to RBI ombudsman once, you have to wait for closure of this complaint and see if you can appeal for the improper resolution. Raising second complaint would be straightaway dismissed.

Please follow @Raavan suggestions. Nothing more to add at this point of time.

 

[Gownandha]

Below reply sent.
Let's see what comes next.


Dear HDFC Bank,

Thank you for your response. I appreciate the goodwill gesture, but I would like to first address and resolve the core issues with my HDFC IOCL Add-On Credit Card ending in xxxx. Please find my points below for clarity:

1. PIN Setup Issue:
Initially, I was unable to set the PIN in September 2024 due to my mobile number not being linked.
As a result, I had to set the PIN through my brother’s (Selvakumar) account.
2. UPI Transactions:
My first UPI transaction happened only on January 10, 2025, for ₹10, after my mobile number was updated.
No UPI transactions were successfully processed on my floater card before that.
3. Reward Points Discrepancy:
From the day I activated the card and made my first full swipe transaction on September 6, 2024, all my fuel purchases were made exclusively at IOCL outlets using an HDFC POS machine to ensure eligibility for reward points.
The total fuel transaction value from September to November 10, 2024, was ₹5,610 (₹510 × 11 transactions). As per HDFC’s policy, I am entitled to 5% rewards (approx. 280 points) for these transactions, and the 90-day period for crediting them has passed.
Additionally, I spent over ₹6,500 on other transactions (UPI, full swipes), but you only credited 229 points in total(as per your previous mail), which does not match the expected reward calculations.
4. UPI Offer Issue (₹500 Voucher):
In January 2025, I completed six UPI transactions over ₹1,000 on my card ending in 1533, as per the promotional offer for a ₹500 voucher.
I want to ensure that I receive this voucher, as it has not been credited yet.
5. Regarding the Voucher Offer from HDFC:
While I appreciate the goodwill gesture, I request that the reward points and UPI voucher be correctly reviewed and credited before finalizing any compensation.
I will hold off on accepting the voucher and wait until all issues are resolved.
6. Loss of Initial Benefits:
The 5% fuel cashback (capped at 250 points per month) is valid only for the first six months of card issuance.
Due to these ongoing issues, I was unable to confidently use the card for fuel purchases, knowing that rewards were not being credited.
After six months, the reward cap drops to 150 points per month, significantly reducing the card’s benefit.
Can HDFC provide a resolution for this lost benefit?
7. Extremely Poor Customer Service Experience:
I have been a customer with HDFC Bank for over 5 years, yet this experience has made me feel completely ignored and undervalued.
Every time I visited the Pollachi branch (three times), sent emails, or called customer care (over 20 times), I was simply told to "activate the card", without any real resolution.
If, as per your response, the card is supposed to show as "Dormant" in the app by design, why did multiple HDFC employees keep insisting that I needed to activate it? Do you think I like looking like an "idiot" in front of your staff?
What exactly is the issue—was the card inactive, or is the "Dormant" status a standard display? This contradicting information has made the entire process even more confusing.
I was made to feel like I was asking for something unreasonable, even though I was simply requesting what was rightfully mine as per the bank’s policies.
The way I was treated made me feel dumb and helpless, as if I was being an inconvenience for following up on my own money and benefits.
8. The Financial and Emotional Toll This Has Taken:
I applied for this IOCL HDFC credit card despite already having multiple credit cards, solely for its fuel rewards and cashback benefits.
However, not only have I not received the promised benefits, but this card has also cost me money, time, and unnecessary frustration.
I have spent money traveling to the branch multiple times, lost valuable time making endless calls to customer care, and had to write multiple detailed emails with supporting data.
Beyond the financial loss, the emotional toll has been exhausting. The constant follow-ups, misinformation, and dismissive responses have made this experience incredibly frustrating and disappointing.
Frankly, I did not expect this from one of India's leading banks.
9. Supporting Documents:
I am attaching my credit card statements for your reference.
Please review them and let me know if you require any additional details.
You may also reach me at xxxx for further clarification.
I request your immediate attention to these concerns and a concrete resolution at the earliest.

Looking forward to your response.

Best regards,
Nandha

 

[hender]

Below reply sent.
Let's see what comes next.


Dear HDFC Bank,

Thank you for your response. I appreciate the goodwill gesture, but I would like to first address and resolve the core issues with my HDFC IOCL Add-On Credit Card ending in xxxx. Please find my points below for clarity:

1. PIN Setup Issue:
Initially, I was unable to set the PIN in September 2024 due to my mobile number not being linked.
As a result, I had to set the PIN through my brother’s (Selvakumar) account.
2. UPI Transactions:
My first UPI transaction happened only on January 10, 2025, for ₹10, after my mobile number was updated.
No UPI transactions were successfully processed on my floater card before that.
3. Reward Points Discrepancy:
From the day I activated the card and made my first full swipe transaction on September 6, 2024, all my fuel purchases were made exclusively at IOCL outlets using an HDFC POS machine to ensure eligibility for reward points.
The total fuel transaction value from September to November 10, 2024, was ₹5,610 (₹510 × 11 transactions). As per HDFC’s policy, I am entitled to 5% rewards (approx. 280 points) for these transactions, and the 90-day period for crediting them has passed.
Additionally, I spent over ₹6,500 on other transactions (UPI, full swipes), but you only credited 229 points in total(as per your previous mail), which does not match the expected reward calculations.
4. UPI Offer Issue (₹500 Voucher):
In January 2025, I completed six UPI transactions over ₹1,000 on my card ending in 1533, as per the promotional offer for a ₹500 voucher.
I want to ensure that I receive this voucher, as it has not been credited yet.
5. Regarding the Voucher Offer from HDFC:
While I appreciate the goodwill gesture, I request that the reward points and UPI voucher be correctly reviewed and credited before finalizing any compensation.
I will hold off on accepting the voucher and wait until all issues are resolved.
6. Loss of Initial Benefits:
The 5% fuel cashback (capped at 250 points per month) is valid only for the first six months of card issuance.
Due to these ongoing issues, I was unable to confidently use the card for fuel purchases, knowing that rewards were not being credited.
After six months, the reward cap drops to 150 points per month, significantly reducing the card’s benefit.
Can HDFC provide a resolution for this lost benefit?
7. Extremely Poor Customer Service Experience:
I have been a customer with HDFC Bank for over 5 years, yet this experience has made me feel completely ignored and undervalued.
Every time I visited the Pollachi branch (three times), sent emails, or called customer care (over 20 times), I was simply told to "activate the card", without any real resolution.
If, as per your response, the card is supposed to show as "Dormant" in the app by design, why did multiple HDFC employees keep insisting that I needed to activate it? Do you think I like looking like an "idiot" in front of your staff?
What exactly is the issue—was the card inactive, or is the "Dormant" status a standard display? This contradicting information has made the entire process even more confusing.
I was made to feel like I was asking for something unreasonable, even though I was simply requesting what was rightfully mine as per the bank’s policies.
The way I was treated made me feel dumb and helpless, as if I was being an inconvenience for following up on my own money and benefits.
8. The Financial and Emotional Toll This Has Taken:
I applied for this IOCL HDFC credit card despite already having multiple credit cards, solely for its fuel rewards and cashback benefits.
However, not only have I not received the promised benefits, but this card has also cost me money, time, and unnecessary frustration.
I have spent money traveling to the branch multiple times, lost valuable time making endless calls to customer care, and had to write multiple detailed emails with supporting data.
Beyond the financial loss, the emotional toll has been exhausting. The constant follow-ups, misinformation, and dismissive responses have made this experience incredibly frustrating and disappointing.
Frankly, I did not expect this from one of India's leading banks.
9. Supporting Documents:
I am attaching my credit card statements for your reference.
Please review them and let me know if you require any additional details.
You may also reach me at xxxx for further clarification.
I request your immediate attention to these concerns and a concrete resolution at the earliest.

Looking forward to your response.

Best regards,
Nandha

Very nicely drafted. By yourself or took a help of AI ?

 

[Gownandha]

Very nicely drafted. By yourself or took a help of AI ?

Gave all the points by myself. Little bit rearrangement by AI. Took me around 30 mins for all calculations and data.

I can do it by myself. But would have taken over an hour easily.
Whatever works.

 

[hender]

Gave all the points by myself. Little bit rearrangement by AI. Took me around 30 mins for all calculations and data.

I can do it by myself. But would have taken over an hour easily.
Whatever works.

Pls start volunteering drafting service, for people like me, who are in need for a Very Good Writer, who can describe situation more aligned, systematic and precisely.

 

[Gownandha]

Pls start volunteering drafting service, for people like me, who are in need for a Very Good Writer, who can describe situation more aligned, systematic and precisely.

Sure. Feel free to DM. If needed.