Jan 2024 -
Applied for SBI Elite LTF variant through agent.
Application got lost for 2 months and no update.
Mar 2024 -
Escalated till CS Head. CS Head acknowledged the problem and sent a link and asked to reapply through the link(paid variant). Agent confirmed that it will be converted to LTF post approval. I applied and was approved within 2 days and delivered. I asked for conversion to LTF before activation.
Apr 2024 -
Meanwhile first statement with joining fee generated.
I sent all proofs (call records) to Nodal officer and Customer Service Head. NO and CSH refused conversion to LTF. I chose not to pay as I didn't activate the CC through any channels as mentioned in RBI Master direction.
CC account and late payment reported to CIBIL. CIBIL drops by a hundred pts from 800+. I pay the joining fee. I escalate again to CSH to remove the late payment report and CC account reports made to CIBIL, as it is a direct violation of RBI guidelines. They blatantly refused.
After 40 days of first report to SBICard, I made my first complaint to RBI BO on 27 April 2024.
May 2024 -
Second statement with late payment charges generated. SBICard wrote to RBI BO, asking for more time to resolve the issue and closure of the complaint as they require atleast 30 days to resolve. Clearly it has been 40+ days since my first report to SBICard, after which they clearly refused to convert to LTF, refused to remove the CIBIL reports. RBI BO believed them and closed the complaint under 30 day clause. After closure, they refused again.
I complained again to RBI BO on 27 May 2024. The complaint is still open (in process) after 100+ days.
I am sending 1 reminder to RBI BO every month by opening a new complaint and they close, saying that the original complaint is still under process.
I have the call records and all the electronic proofs with Agents. When I sent those to SBICard, their reply was :
- "We would like to share that as our sales works in open market we have introduced severe measure to avoid any miss-communication or miss sell by sales agent/executive, we wish to confirm that we have very strict code of conduct to be followed by our sales team and no company agent or employee is authorized to violate the same."
No info on what action was taken against the employee.
They still haven't acknowledged any of the below violations of RBI guidelines, as they themselves have no answers for the same.
- Activation without customer consent
- Charging joining fee before activation
- Reporting the late payment of non-activated account to CIBIL
- Refusal of removing such reports made to CIBIL within 30 days of report, along with 2x penalty for CC issuer
They haven't answered anything about above violations. Neither in call nor through email conversations.
One Assistant manager from SBICard Nodal Officer's desk with 17 yrs experience in the company, shamelessly claimed on call that she isn't aware of any such guidelines laid down by RBI and there has not been any violations from their side.
RBI BO unfortunately is the sleeping giant in my case. 140+ days since the first complaint made in RBI CMS. Still waiting for their action.
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