I have account with three banks ICICI, Canara bank and SBI . The First one with Canara bank was started in 1981 to credit my salary when I joined as lecturer at Sri Sarada College Salem, Tamilnadu and worked for a short stint ( The salary actually was credited after a period of anxiety in 1982 ater I got married and came to Hyderabad) I had to open an account at Hyderabad Canara bank to get the amount transferred from Salem and I am still continuing with the account. When I started a Data Processing Centre I approached Canara Bank for loan under women entrepreneur scheme in one of their meetings and also had a current account with them in the same branch, The now "know your customer" was perfect in my case with each one of the branch managers who operated from that branch and I could get anything done due to the confidence I had generated about me in all transactions with them like prompt loan repayments, adherence to guidelines and relationship management etc. The branch operated on sundays for half day and it was very convenient to operate locker also.
But some where down the line after year 2000 , I got a feeling that the bank was moving away from personalisation and efficiency. I had some interest in online trading and to facilitate this I opened an account with demat facility with ICICI bank Being technology savvy I could use net banking and online payment facilities and didnot have to frequent the branch and wait for for my work to be done.
My family members and friends felt that SBI is safer and advised me to transfer majority of my interest to SBI. I opened my account in SBI and my woes started from there . For making life simple I wanted a debit card , internet banking facility and transfer of funds to what is called flexi term deposit (Multi option deposit ) which transfers the excess of an amount in multiples of thousands specified by us to the term deposit . After my personal visits in regular intervals to the branch which is 8 kms away from my place I could manage to accomplish the first two. It required a lot patience not to react to the silly reasons they gave every time. I had to track when my debit card kit is ready only be personally going to the branch (no body would lift the telephone in that huge branch). The third time when I asked the person incharge, inspite of lunch time he answered me saying "it would not have come I know whose are available". With some persuasion he reluctantly looked at the list and saw that the kit was ready four days back . He was a little embarrassed when the kit was there. I could in the same way get my internet banking kit also.
But my instruction for transfer to MOD didnot happen. The concerned officer was not available over phone or in person, either she was on leave or not in seat or gone for lunch. When I found that the transfer didnot happen after three month I thought I have to set this alright. Once she casually mentioned that though the instruction has been given the system is not picking it up for some customers and asked Me Why?. she said that I can as well opt for a 45 days deposit which will be renewed from time to time . I was a little irritated at her suggestion and categorically told her that I am interested in that product and it is her job to provide me that. She asked for two days time to check out the mistake and get back to me . No, she did not contact me after two days . After trying to contact her on her mobile and branch telephone both of which were not picked up I was frustrated to the core. I tried all possible numbers of toll free, complaint cell numbers generously provided in the SBI website none of which were picked up had no other option left than shoot out my complaint in the online complaint form provided in the web site. After exactly half an hour I donot know whether this complaint really worked or it is the officer who worked I got a call from the officer on my mobile informing that the instruction had been picked up and the MOD is active.
The technology favoured me to have the problem solved. Looking at the number of complaints pending for a long time expressed in the web I feel I have been lucky. Otherwise Who cares for the customers
