RBIO: How Bank Tries to Deceive the BO

[tharun]

Same in my case...

My experience says so...you can try to get it in a different account and let us know how it went.

Don't want to try because I paid first-time via innopay so it gave 100 discount for 10000 credit card bill payment

 

[Talkwithfino]

But it will not have any impact on the case. Unless RBIO seeks my comments in response to bank's reply they are going to decide based on bank's reply only. I hope either they seek my comments or see through bank's response how they are trying to deceive the BO.

One of the main problems with RBIO is that their communication is only behind the scenes. Even for compensation the Bank calls you/ emails you and tells that they have been told by the RBIO to compensate 'abc' amount.

Why can't RBIO just write email to Customer, notifying him of the compensation awarded by the Office.

 

[Basil Baby0729]

I made a complaint to RBIO against Axis Bank for delay in transferring credit balance from CC to my savings account.

1. As per RBI directive, if credit amount is more than 5K (or 1% of CL, whichever is lower), bank should take consent to adjust the same against outstanding. In case consent is not received within 7 days they are supposed to transfer the amount to the bank account of the customer.
2. If an explicit request is made by the cardholder to transfer the credit amount to bank account, it must be executed within 3 working days.

Axis bank violated both the above directives. They did not seek my consent to adjust the credit amount of 10K, and after 7 days didn't transfer to my account. Further, when explicitly requested to transfer the amount to my SB, they took 17 days to make the transfer.

RBIO closed the complaint stating duplicate. They were referring to the credit of 10K which was by BO order of a previous case. I replied back to the closure mail stating, please explain how it is duplicate. The previous complaint was against not providing exact reason for rejection of CC application. The current complaint is against delay in transferring credit balance from CC to SB. ORBIO did not reply but created new complaint.

Yesterday, I received below mail from Axis PNO.

____________________________________________________________________________________________________________________________________________________________________
This is with reference to your complaint raised at The Office of Banking Ombudsman regarding Refund of excess funds.
The reference number for the interaction raised with Banking Ombudsman is: XXXX and YYYY.
We understand that you are inquiring about the status of your request to transfer excess funds from your credit card to your bank account.
Based on the concerns you raised, we referred the details to our respective team and would like to inform you of the following:
We have processed a refund of excess funds from your credit card ending in XXXX to your Indusind Bank account XXXXXXX on January 23, 2025.
Transaction Details:
• Date: 23/01/2025
• Description: CREDIT BALANCE REFUND
• Amount: ₹10,000.00
Please check your IndusInd Bank account and let us know if you notice any discrepancies.
____________________________________________________________________________________________________________________________________________________________________


This is how they try to deceive RBIO. They completely changed my complaint to something else. I am sure, this is the same response they have given to RBIO and God only knows how RBIO will respond. However, I have responded to Axis PNO as below.

____________________________________________________________________________________________________________________________________________________________________
I am genuinely astonished at the level of understanding demonstrated in your response. If this is the quality of service provided by the highest level of grievance redressal at the bank, what can be expected from the lower levels?

I urge you to thoroughly review my complaint multiple times until you fully comprehend the issues I have raised.

To clarify, my complaint is not an inquiry about the refund of a credit balance. It concerns your violation of multiple RBI directives. All relevant facts and evidence are included in my complaint. Therefore, it appears you are either acting too smart or being totally naive about it.
____________________________________________________________________________________________________________________________________________________________________

But it will not have any impact on the case. Unless RBIO seeks my comments in response to bank's reply they are going to decide based on bank's reply only. I hope either they seek my comments or see through bank's response how they are trying to deceive the BO.

Same issue happened to me now? Also the complaint was closed with a non appealable clause.
What to do next?

Can we escalate complaint to deputy governor of rbi?

At the end of closure mail they have asked for feedback.. Will my feedback be of any use?

In my case the bank denied my chargeback request and in the comments given to rbi the bank told that chargeback was not denied. I did a mistake by not attaching the required proofs.

What to do next? When i called them they said please escalate your issues to consumer court if thats the case then why is RBIO even there.