rohit_
TF Premier
On Friday, March 28, I visited the Central Bank branch with my father (a senior citizen) to update the current address in his joint account with my mother. We carried a Voter ID as address proof.
Has anyone faced a similar issue? How can I escalate this? What should be my next step? Any guidance would be appreciated!
What Happened at the Branch:
- An aged lady staff member accepted the request. However, instead of checking the account number, she directly entered my father's Aadhaar number into the system.
- This Aadhaar number was linked to his old, closed CIF/account, but she did not verify this before proceeding.
- She then asked for biometric verification (fingerprint scan) and confidently said that the address change would be done in two days, after which we could collect the updated passbook.
- When I requested a receipt, she refused, saying that no receipt is given for an address change.
- Checked the account number and immediately found that two CIFs existed for my father—one was inactive (old/closed), and one was active.
- She pointed out that the Aadhaar was still linked to the old CIF, which caused the issue.
- She wrote down the correct CIF on a note and instructed the aged lady to remove Aadhaar from the old CIF and update it correctly in the active account.
- She then told me to wait for 10 minutes as the address update would be done shortly, and I could collect the passbook.
Confusion & Delay:
- After waiting for 20 minutes, I returned to the counter, but the aged lady again said, "You can go, we will update it later. It is not an instant process."
- I again asked for a receipt, but she refused.
- The younger staff member, however, signed my form, wrote the date, and stamped it, providing some proof of the request.
Strange SMS Alerts & Problems:
Later that evening, I received SMS notifications on both registered mobile numbers:- KYC update messages arrived for both the inactive CIF (closed account) and the active CIF.
- A few hours later, I received another message confirming permanent address change on both the old (inactive) and active CIFs.
Verifying with Customer Care & Online Banking:
I called Central Bank customer care to confirm the changes. Their response shocked me:- The current address was NOT updated at all—only the permanent address was changed as per Aadhaar.
- I asked them to confirm the permanent address, and they mentioned the old address but with changes from Aadhaar (instead of the updated one we had requested).
- Error: "CIF not active."
- When trying with the account number, it showed: "Multiple CIF accounts not allowed."
- I tried logging into net banking, and somehow managed to log in, but upon checking, I saw:
- No current address update
- Only the permanent address changed as per Aadhaar
Complaint Raised – No Response Yet
Realizing that something had gone wrong, I raised a complaint that same night through website. However, as of now, there has been no response from the bank.What Should I Do Now?
It seems like the staff at the bank messed up the CIF linkage and address update. Instead of updating the current address, they only changed the permanent address and caused issues with the CIF linkage, affecting my father’s account.Has anyone faced a similar issue? How can I escalate this? What should be my next step? Any guidance would be appreciated!
