I made a transaction of ₹7,433 on November 9 using my RBL credit card and opted for a six-month EMI plan. However, on December 3, 2024, I received an SMS from the bank stating that my EMI had been converted.
When my statement was generated on January 1, I noticed that the EMI conversion was not reflected. I contacted customer care, and they advised me **not** to pay that amount. Instead, I was told to clear the rest of my bill and wait for the finance charges to appear. Once the bill was generated, I was instructed to call back, share my case ID, and they would reverse the charges and process the EMI conversion. However, despite multiple follow-ups, I did not receive a proper resolution.
Since this was the bank’s mistake, I don’t understand why I should bear finance charges or pay the full ₹7,433. After 20 days of continuous follow-ups, they finally reversed the finance charges on **February 7**, after which I paid my January bill, including the finance charges and the entire ₹7,433 amount. But now, for the **February bill**, they have added a late fee along with additional finance charges—simply because I was waiting for them to resolve their own mistake.
My question is: Do banks really expect customers to have unlimited money to pay first and get a reversal later? This wasn’t my fault, so why should I suffer due to their negligence?
I have now escalated my complaint to the **Banking Ombudsman** and raised the issue on **Twitter/X**. Only then did I receive a response, but they have yet to provide a resolution. Even their **customer care lacks accountability**, making the entire experience frustrating.
When my statement was generated on January 1, I noticed that the EMI conversion was not reflected. I contacted customer care, and they advised me **not** to pay that amount. Instead, I was told to clear the rest of my bill and wait for the finance charges to appear. Once the bill was generated, I was instructed to call back, share my case ID, and they would reverse the charges and process the EMI conversion. However, despite multiple follow-ups, I did not receive a proper resolution.
Since this was the bank’s mistake, I don’t understand why I should bear finance charges or pay the full ₹7,433. After 20 days of continuous follow-ups, they finally reversed the finance charges on **February 7**, after which I paid my January bill, including the finance charges and the entire ₹7,433 amount. But now, for the **February bill**, they have added a late fee along with additional finance charges—simply because I was waiting for them to resolve their own mistake.
My question is: Do banks really expect customers to have unlimited money to pay first and get a reversal later? This wasn’t my fault, so why should I suffer due to their negligence?
I have now escalated my complaint to the **Banking Ombudsman** and raised the issue on **Twitter/X**. Only then did I receive a response, but they have yet to provide a resolution. Even their **customer care lacks accountability**, making the entire experience frustrating.
