OneCard Credit Card closed without my consent....!!!Seeking guidance to file RBI OMBUDSMAN CASE...

[Salman925492]

Hi Guy's, seeking advice from you guy's,

I have sent a mail to OneCard Helpdesk and nodal & Grievance on 20 Dec 2024, 9:51 pm.
This is what I written "Dear OneCard Help Team,
I am again writing to request a conversion of my secured OneCard Ending with 5710(issued on the basis of a fixed deposit Rs 10,000) to an unsecured OneCard.I've been a loyal OneCard user since January 26, 2022, and appreciate the opportunity you provided to build my credit history. As my first credit card, I've used it responsibly, consistently making all bill payments on time and in full. This responsible usage has significantly improved my CIBIL score, which currently stands above 770+.Through responsible credit card usage, I've also accumulated a good number of rewards points with OneCard. Additionally, my improved CIBIL score has qualified me for unsecured credit cards with credit limits exceeding ₹1 lakh from other leading banks:
1. SBM OneCard CC - ₹10,200
2. Kotak League RuPay CC - ₹20,000
3. HDFC TATA NEU RUPAY CC - ₹83,000
4. AMAZON PAY ICICI CC - ₹1,20,000
5. ICICI CORAL RUPAY CC - ₹1,20,000
6. SBI SIMPLY SAVE RUPAY - ₹1,09,000
7. RBL SHOPRITE RUPAY CC - ₹40,000
8. FLIPKART AXIS CC - ₹1,02,000
9. FEDERAL RUPAY SIGNET CC - ₹1,00,800
10. IDFC FIRST MILLENNIA CC - ₹1,00,000
11. AXIS NEO RUPAY CC - ₹1,02,000
12. SBI CASHBACK CC - ₹1,09,000
While I recognize the benefits of unsecured credit cards, I would prefer to continue using OneCard due to my positive experience and accumulated rewards. However, I would also appreciate the flexibility of having my fixed deposit returned.

This is the last time I'm requesting to you guy's otherwise im unfortunately i'm going to close the fd & end the relationship between the me and OneCard.Therefore, I kindly request you to consider converting my secured OneCard to an unsecured OneCard. I've attached a copy of my recent CIBIL report for your reference.

Then i got an replies from OneCard on
20 Dec 2024, 9:52 pm Ticket ID: 6945924
One of our CX associates is going through your email and will be in touch with you within 48 hours.

Then again I got an call from OneCard Representatives 22 Dec 2024, 12:24 pm
She said that we're not able to provide the upgrade offer (fd to non fd OneCard cc).
Then I clear asked, "WHAT IS THE PROCESS OF CLOSING THE ONECARD CREDIT CARD...? I WANT TO KNOW." that's it from side. Then again she replied "You'll get an call from our side regarding Closure process."

Then I waited for it but then I got an email stating that "my OneCard Credit Card has been closing in next 3-4 days."
I again sent mail Grievances then again I got an call from Grievances team said from your request only we closing the card. We tried to connecting but i didn't happen we think you said YES so we did the complete closure process.
I said "i have call recordings and evidence at no point did I request or authorize the closure of my account of the FD."

Then again got an email from OneCard Grievances team On 26 Dec 2024, 3:57 pm
Regarding your recent query with ticket ID: 6945924, we would like to clarify that the request for closing your OneCard account was initiated only after receiving your confirmation. As per our records, the account closure was processed following your explicit consent on 22 Dec 2024 at 12:24 PM.
If you believe there has been a misunderstanding or have any call recordings or other evidence that suggests otherwise, please share them with us. This will allow us to review the matter thoroughly and take appropriate action if necessary.
Then I replied with call recordings as evidence.
Yes i have proof,I attached call recording of that call.I clearly said "what is the process the close the one card" That's it
Why should i close OneCard for not getting upgrade offer on December 22 2024. I going to use till the Jan or March 2025 or continue To Mature the my 2-4 fd which is on onecard.
Your representative said you'll get an call regarding this.
I waited for that call but i didn't get any call.


Then I got an mail from grievances@fplabs.tech on 30 Dec 2024, 2:18 pm
As per our telephonic conversation, we sincerely apologise for the unexpected closure of your card account without your prior consent. We deeply regret any inconvenience or disruption this may have caused you.
We understand the importance of your card and the impact this situation may have had on your financial activities, please be assured that this was not our intention, and we are taking this matter very seriously.
As discussed during our phone conversation, we will be issuing an Amazon voucher worth INR 1,000, equivalent to the maturity amount of the fixed deposit.
We kindly request your confirmation to proceed, after which we will share the Amazon voucher code with you.
They clearly mentioned that "It's their fault,they closed my OneCard CC without my explicit consent"

Then I replied to them to
help@getonecard.app
grievances@fplabs.tech
nodalofficer@fplabs.tech
On 30 Dec 2024, 5:24 pm

Subject: Urgent Request for Reissuance of My OneCard and Rectification of Unsolicited Closure

Dear Escalation and Grievance Redressal Team,
I hope this email finds you well. I am writing to express my deep concern and dissatisfaction regarding the closure of my OneCard ending with 5710, which was done without my consent, prior notice, or a direct call from your team.

This card, issued on the basis of a fixed deposit, is crucial for maintaining my long credit history, and its sudden closure is not only unwarranted but also has serious implications for my CIBIL score and overall credit standing. It is the oldest card in my CIBIL report, and I do not wish to lose this valuable piece of my credit history due to what I believe was a mistake on your part.

To summarize:
1. I have been requesting for a conversion from secured to unsecured OneCard since September 2024 (with email correspondence and tweets regarding the same), as my credit score has improved significantly (above 770+), and I now qualify for multiple unsecured credit cards from other leading banks.
2. Despite these repeated requests, I was informed that no such offer would be made to me and that I should keep using my OneCard app to "attract" the upgrade offer, as per several responses from your team.
3. On December 22, 2024, I had a conversation with your representative, where I merely inquired about the process to close the card, and never requested for the closure. Despite this, my card was closed without my consent, and my FD was refunded prematurely, resulting in a loss of interest that was due to me.
4. I have raised this issue multiple times and attached call recordings as evidence of my intention. Your team has now admitted that the closure was made without my explicit consent, which has caused significant inconvenience, not to mention the potential damage to my credit history.
I would like to reiterate my request to reissue my OneCard, as I am still in possession of my FD and wish to continue benefiting from the long credit history associated with this card. I am willing to transfer the same FD amount again to reinstate the secured card.
I understand that mistakes can happen, but the impact this has had on my financial situation and emotional well-being is significant. I believe it is only fair that you rectify this error by reissuing my OneCard and ensuring that my CIBIL score remains unaffected.
Please let me know how we can proceed to resolve this issue as soon as possible. If the situation is not addressed satisfactorily, I will have no choice but to escalate this matter to the RBI Ombudsman and Consumer Forum, as I feel that my consumer rights have been violated.
No response from their end
Again same bla blah....

Again I sent an email on 2 Jan 2025, 12:43 pm
To Both the ONECARD AND SBM BANK
help@getonecard.app
grievances@fplabs.tech
nodalofficer@fplabs.tech
customercare@sbmbank.co.in
Nodal.officer@sbmbank.co.in
principalnodalofficer@sbmbank.co.in

OneCard Credit Card Closure Complaint - Legal Action Notice
Dear OneCard
Thank you for your response regarding my complaint (Ticket ID: 7020779) about the unauthorized closure of my OneCard Credit Card.
However, I am deeply disappointed with the proposed resolution of an INR 1,000 Amazon voucher. This does not address the serious issues surrounding the closure of my account, which fall under several provisions of the RBI Ombudsman Scheme.
Here's a breakdown of the concerns that violate the guidelines set forth by the RBI Ombudsman Scheme complaint portal:
Violations of the RBI Ombudsman Scheme:
* Credit Card Closed Without Consent (Regulation 5(2) of CoD Regulations, 2022): My OneCard Credit Card was closed without my explicit consent. This is a clear violation of RBI regulations.
* Unauthorized Account Closure (Regulation 5(2) of CoD Regulations, 2022): A representative made the decision to close my account without my authorization. This falls under unauthorized account closure.
* Lack of Communication (Regulation 6(1) of CoD Regulations, 2022): I was not informed before the closure through any form of communication, including calls (as per your claim that calls didn't connect). This is a violation of communication regulations.
* Misinterpretation of Conversation (Regulation 8 of CoD Regulations, 2022): During the call with the escalation team, I clarified that I never requested immediate closure. However, an email stating the opposite was sent. This is misinterpretation of conversation.
* Ignoring Evidence (Regulation 7(1) of CoD Regulations, 2022): Despite providing call recordings as proof, the closure proceeded. This is a disregard for presented evidence.
* Unsatisfactory Resolution (Regulation 13(6) of CoD Regulations, 2022): The escalation team's offer of a voucher is an unsatisfactory resolution to a serious issue.
* False Promises (Regulation 8 of CoD Regulations, 2022): Initially, the representative mentioned a call regarding the "closing process," which I interpreted as information gathering, not closure itself. This can be construed as a false promise.
* False Trade Practices (Section 2(a) of the Consumer Protection Act, 2019): The entire sequence of events, from the lack of communication to the unaddressed evidence, suggests potential false trade practices.
* No Response from Nodal Officer (Regulation 10 of CoD Regulations, 2022): My attempts to reach the nodal officer at nodalofficer@fplabs.tech have been unsuccessful. This is a violation of the regulation requiring a designated nodal officer for grievance redressal.
* Denial of Reopening (Regulation 11 of CoD Regulations, 2022): Despite providing evidence, the claim of not having the authority to reopen the account seems suspect. There should be a proper escalation process for such situations.
* Negative Impact on Credit Score (Regulation 8 of CoD Regulations, 2022): The closure of this FD-backed card negatively affects my creditworthiness, bill payment history, and credit history, especially considering it was my oldest credit line. This is a significant consequence.
Next Steps:
Given the seriousness of these violations and the lack of a satisfactory resolution, I am left with no choice but to explore further options. This includes:
* Filing a formal complaint with the RBI Ombudsman.
* Considering legal action against SBM Bank for the unauthorized closure and its consequences.
I urge you to reconsider the current offer and propose a solution that addresses the aforementioned issues. This could involve immediate reactivation of my account, a documented apology for the inconvenience caused, and compensation for the potential damage to my credit score.
Please respond within 7 business days with a revised resolution plan.

 

[Gownandha]

Hi Guy's, seeking advice from you guy's,

I have sent a mail to OneCard Helpdesk and nodal & Grievance on 20 Dec 2024, 9:51 pm.
This is what I written "Dear OneCard Help Team,
I am again writing to request a conversion of my secured OneCard Ending with 5710(issued on the basis of a fixed deposit Rs 10,000) to an unsecured OneCard.I've been a loyal OneCard user since January 26, 2022, and appreciate the opportunity you provided to build my credit history. As my first credit card, I've used it responsibly, consistently making all bill payments on time and in full. This responsible usage has significantly improved my CIBIL score, which currently stands above 770+.Through responsible credit card usage, I've also accumulated a good number of rewards points with OneCard. Additionally, my improved CIBIL score has qualified me for unsecured credit cards with credit limits exceeding ₹1 lakh from other leading banks:
1. SBM OneCard CC - ₹10,200
2. Kotak League RuPay CC - ₹20,000
3. HDFC TATA NEU RUPAY CC - ₹83,000
4. AMAZON PAY ICICI CC - ₹1,20,000
5. ICICI CORAL RUPAY CC - ₹1,20,000
6. SBI SIMPLY SAVE RUPAY - ₹1,09,000
7. RBL SHOPRITE RUPAY CC - ₹40,000
8. FLIPKART AXIS CC - ₹1,02,000
9. FEDERAL RUPAY SIGNET CC - ₹1,00,800
10. IDFC FIRST MILLENNIA CC - ₹1,00,000
11. AXIS NEO RUPAY CC - ₹1,02,000
12. SBI CASHBACK CC - ₹1,09,000
While I recognize the benefits of unsecured credit cards, I would prefer to continue using OneCard due to my positive experience and accumulated rewards. However, I would also appreciate the flexibility of having my fixed deposit returned.

This is the last time I'm requesting to you guy's otherwise im unfortunately i'm going to close the fd & end the relationship between the me and OneCard.Therefore, I kindly request you to consider converting my secured OneCard to an unsecured OneCard. I've attached a copy of my recent CIBIL report for your reference.

Then i got an replies from OneCard on
20 Dec 2024, 9:52 pm Ticket ID: 6945924
One of our CX associates is going through your email and will be in touch with you within 48 hours.

Then again I got an call from OneCard Representatives 22 Dec 2024, 12:24 pm
She said that we're not able to provide the upgrade offer (fd to non fd OneCard cc).
Then I clear asked, "WHAT IS THE PROCESS OF CLOSING THE ONECARD CREDIT CARD...? I WANT TO KNOW." that's it from side. Then again she replied "You'll get an call from our side regarding Closure process."

Then I waited for it but then I got an email stating that "my OneCard Credit Card has been closing in next 3-4 days."
I again sent mail Grievances then again I got an call from Grievances team said from your request only we closing the card. We tried to connecting but i didn't happen we think you said YES so we did the complete closure process.
I said "i have call recordings and evidence at no point did I request or authorize the closure of my account of the FD."

Then again got an email from OneCard Grievances team On 26 Dec 2024, 3:57 pm
Regarding your recent query with ticket ID: 6945924, we would like to clarify that the request for closing your OneCard account was initiated only after receiving your confirmation. As per our records, the account closure was processed following your explicit consent on 22 Dec 2024 at 12:24 PM.
If you believe there has been a misunderstanding or have any call recordings or other evidence that suggests otherwise, please share them with us. This will allow us to review the matter thoroughly and take appropriate action if necessary.
Then I replied with call recordings as evidence.
Yes i have proof,I attached call recording of that call.I clearly said "what is the process the close the one card" That's it
Why should i close OneCard for not getting upgrade offer on December 22 2024. I going to use till the Jan or March 2025 or continue To Mature the my 2-4 fd which is on onecard.
Your representative said you'll get an call regarding this.
I waited for that call but i didn't get any call.


Then I got an mail from grievances@fplabs.tech on 30 Dec 2024, 2:18 pm
As per our telephonic conversation, we sincerely apologise for the unexpected closure of your card account without your prior consent. We deeply regret any inconvenience or disruption this may have caused you.
We understand the importance of your card and the impact this situation may have had on your financial activities, please be assured that this was not our intention, and we are taking this matter very seriously.
As discussed during our phone conversation, we will be issuing an Amazon voucher worth INR 1,000, equivalent to the maturity amount of the fixed deposit.
We kindly request your confirmation to proceed, after which we will share the Amazon voucher code with you.
They clearly mentioned that "It's their fault,they closed my OneCard CC without my explicit consent"

Then I replied to them to
help@getonecard.app
grievances@fplabs.tech
nodalofficer@fplabs.tech
On 30 Dec 2024, 5:24 pm

Subject: Urgent Request for Reissuance of My OneCard and Rectification of Unsolicited Closure

Dear Escalation and Grievance Redressal Team,
I hope this email finds you well. I am writing to express my deep concern and dissatisfaction regarding the closure of my OneCard ending with 5710, which was done without my consent, prior notice, or a direct call from your team.

This card, issued on the basis of a fixed deposit, is crucial for maintaining my long credit history, and its sudden closure is not only unwarranted but also has serious implications for my CIBIL score and overall credit standing. It is the oldest card in my CIBIL report, and I do not wish to lose this valuable piece of my credit history due to what I believe was a mistake on your part.

To summarize:
1. I have been requesting for a conversion from secured to unsecured OneCard since September 2024 (with email correspondence and tweets regarding the same), as my credit score has improved significantly (above 770+), and I now qualify for multiple unsecured credit cards from other leading banks.
2. Despite these repeated requests, I was informed that no such offer would be made to me and that I should keep using my OneCard app to "attract" the upgrade offer, as per several responses from your team.
3. On December 22, 2024, I had a conversation with your representative, where I merely inquired about the process to close the card, and never requested for the closure. Despite this, my card was closed without my consent, and my FD was refunded prematurely, resulting in a loss of interest that was due to me.
4. I have raised this issue multiple times and attached call recordings as evidence of my intention. Your team has now admitted that the closure was made without my explicit consent, which has caused significant inconvenience, not to mention the potential damage to my credit history.
I would like to reiterate my request to reissue my OneCard, as I am still in possession of my FD and wish to continue benefiting from the long credit history associated with this card. I am willing to transfer the same FD amount again to reinstate the secured card.
I understand that mistakes can happen, but the impact this has had on my financial situation and emotional well-being is significant. I believe it is only fair that you rectify this error by reissuing my OneCard and ensuring that my CIBIL score remains unaffected.
Please let me know how we can proceed to resolve this issue as soon as possible. If the situation is not addressed satisfactorily, I will have no choice but to escalate this matter to the RBI Ombudsman and Consumer Forum, as I feel that my consumer rights have been violated.
No response from their end
Again same bla blah....

Again I sent an email on 2 Jan 2025, 12:43 pm
To Both the ONECARD AND SBM BANK
help@getonecard.app
grievances@fplabs.tech
nodalofficer@fplabs.tech
customercare@sbmbank.co.in
Nodal.officer@sbmbank.co.in
principalnodalofficer@sbmbank.co.in

OneCard Credit Card Closure Complaint - Legal Action Notice
Dear OneCard
Thank you for your response regarding my complaint (Ticket ID: 7020779) about the unauthorized closure of my OneCard Credit Card.
However, I am deeply disappointed with the proposed resolution of an INR 1,000 Amazon voucher. This does not address the serious issues surrounding the closure of my account, which fall under several provisions of the RBI Ombudsman Scheme.
Here's a breakdown of the concerns that violate the guidelines set forth by the RBI Ombudsman Scheme complaint portal:
Violations of the RBI Ombudsman Scheme:
* Credit Card Closed Without Consent (Regulation 5(2) of CoD Regulations, 2022): My OneCard Credit Card was closed without my explicit consent. This is a clear violation of RBI regulations.
* Unauthorized Account Closure (Regulation 5(2) of CoD Regulations, 2022): A representative made the decision to close my account without my authorization. This falls under unauthorized account closure.
* Lack of Communication (Regulation 6(1) of CoD Regulations, 2022): I was not informed before the closure through any form of communication, including calls (as per your claim that calls didn't connect). This is a violation of communication regulations.
* Misinterpretation of Conversation (Regulation 8 of CoD Regulations, 2022): During the call with the escalation team, I clarified that I never requested immediate closure. However, an email stating the opposite was sent. This is misinterpretation of conversation.
* Ignoring Evidence (Regulation 7(1) of CoD Regulations, 2022): Despite providing call recordings as proof, the closure proceeded. This is a disregard for presented evidence.
* Unsatisfactory Resolution (Regulation 13(6) of CoD Regulations, 2022): The escalation team's offer of a voucher is an unsatisfactory resolution to a serious issue.
* False Promises (Regulation 8 of CoD Regulations, 2022): Initially, the representative mentioned a call regarding the "closing process," which I interpreted as information gathering, not closure itself. This can be construed as a false promise.
* False Trade Practices (Section 2(a) of the Consumer Protection Act, 2019): The entire sequence of events, from the lack of communication to the unaddressed evidence, suggests potential false trade practices.
* No Response from Nodal Officer (Regulation 10 of CoD Regulations, 2022): My attempts to reach the nodal officer at nodalofficer@fplabs.tech have been unsuccessful. This is a violation of the regulation requiring a designated nodal officer for grievance redressal.
* Denial of Reopening (Regulation 11 of CoD Regulations, 2022): Despite providing evidence, the claim of not having the authority to reopen the account seems suspect. There should be a proper escalation process for such situations.
* Negative Impact on Credit Score (Regulation 8 of CoD Regulations, 2022): The closure of this FD-backed card negatively affects my creditworthiness, bill payment history, and credit history, especially considering it was my oldest credit line. This is a significant consequence.
Next Steps:
Given the seriousness of these violations and the lack of a satisfactory resolution, I am left with no choice but to explore further options. This includes:
* Filing a formal complaint with the RBI Ombudsman.
* Considering legal action against SBM Bank for the unauthorized closure and its consequences.
I urge you to reconsider the current offer and propose a solution that addresses the aforementioned issues. This could involve immediate reactivation of my account, a documented apology for the inconvenience caused, and compensation for the potential damage to my credit score.
Please respond within 7 business days with a revised resolution plan.

All the best bro. I would suggest you to wait for 30 days from first complaint you sent to one card to go to RBIO for complaint.

1. Best case scenario you take a compensation, ask them to reopen or give you a new credit card without deposit and the limit should match your highest credit limit with respect to other cards.
2. Mid scenario, you get a fat compensation through RBIO.
3. Worst case scenario take that 1000rs voucher and move on.

Don't settle for low. 1k is nothing significant. Atleast for now.

 

[Salman925492]

All the best bro. I would suggest you to wait for 30 days from first complaint you sent to one card to go to RBIO for complaint.

1. Best case scenario you take a compensation, ask them to reopen or give you a new credit card without deposit and the limit should match your highest credit limit with respect to other cards.
2. Mid scenario, you get a fat compensation through RBIO.
3. Worst case scenario take that 1000rs voucher and move on.

Don't settle for low. 1k is nothing significant. Atleast for now.

Thanks for your information bhai I'll keep it in mind.