Have you ever called your bank’s customer care number regarding any banking-related query or problem? How quickly did you get the solution? And how much help was it of? Banks usually call several times for credit cards and loans, but they never call for customer satisfaction no matter if there is any problem or defect in their service. The customer care service of all government and private banks still works at a snail’s pace. In fact, you must have experienced it yourself.
You have seen how people are troubled by the customer care service of banks. A hundred things will be available on the bank’s app, but you will not get the customer service number. And even if you get it, it does not work properly. They will keep you on hold for 15-20 minutes by pressing 1, 2, 3 repeatedly, and even then it is not likely that you will get the solution. This experience is quite frustrating. Calling the customer care number of Zomato, Swiggy, and other online services resolves the problem in minutes, or in other words, you get prompt response. Whereas, Our bank’s customer care numbers sometimes suddenly get cut in the middle, or sometimes you have to wait for about 15 minutes just to talk to a customer care executive.
When you give your car for servicing. then you are often asked whether the service was good or not? They ask you to give a rating. If you stay in a hotel, you are asked to give rating. Even if you complete a ride on Uber or Ola, you are asked for rating. This happens in all kinds of services, but banks, which are an essential part of our lives, never ask such things. There are hundreds of problems you face in banks. Sometimes the network down in government banks. Sometimes the bank apps do not work properly.
This is why Reserve Bank Deputy Governor M Rajeshwar Rao recently said that instead of improving the complaint redressal system for customers, banks are paying more attention to customer acquisition. This means that instead of having a better system for resolving customer complaints, they are focused more on adding new customers. Rao said that for a sector that takes pride in being a service industry, these things are not right.
Consumer policy Expert Bejon Mishra says that there is an urgent need to strengthen the complaint resolution system in the banking sector and improve it. The governor of the Reserve Bank himself wants to strengthen this system, but there is a lack of willpower among bank employees. It is the responsibility of banks to pay attention to the problems of customers. They should be made accountable for it. Customers have to run around a hundred times to solve their problems. customers become victims of the system. Therefore, there should be a review monitoring system. third-party auditing should be done to improve the service quality of the complaint resolution system, he says.
If you are not satisfied with the customer care service of banks., if your complaint is not being resolved even after calling the number multiple times, then go to the bank first and register your complaint there. It will have to be registered with the nodal officer of the bank, every bank has a nodal officer to pay attention to complaints made. If the bank does not resolve your complaint within a month, and you do not receive a satisfactory response, then you can approach the banking ombudsman of the Reserve Bank. You can file a written complaint with the ombudsman on a plain paper. You can also file a complaint on the banking ombudsman portal which is cms.rbi.org.in (https://cms.rbi.org.in). In addition to this, you can also take the help of social media. You can tag the bank there and post your complaint. It is necessary that you post your complaints on the public platform so that banks that claim that good service is provided to customers these banks do not ignore the complaints of their customers and pay attention to improving their service.
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