Turn Around Time (TAT) prescribed for resolution of grievances


The top complaints with their individual Turnaround Time for resolution are as below. Once you have logged in your complaint through either the Customer Experience Centre or through branch, you will get a SMS and email with the exact resolution TAT on your registered number:
 

Sr No. Complaint Description TAT
(working days)
1

Less Cash or No Cash dispensed from Non Kotak ATM but debited from account.

 7
2

Charge back to be raised  for Debit card Non Fraud cases, that are settled by the merchant.

 35
3

Suspected fraud or unauthorised use of Debit Card.

 48
4

Less Cash or No Cash dispensed from Kotak ATM but debited from account.

 5
5

Incorrect or delay in processing of any account maintenance related request submitted at branch.

 2
6

Documents submitted at branch for processing but no action taken.

 1
7

Suspected fraud or unauthorised activity in the account.

 35
8

Miscommunication about certain product features.

 2
9

Non receipt of returned cheque. 

 3
10

Cheque Deposited but not credited to account.

 3
11

Reporting an Unauthorised Credit Card transaction.

 35
12

Cheque/cash deposited but yet not credited to the credit card account

 8
13

Charge back request for Credit card Non Fraud cases; that are settled with the merchant.

 35
14

Negative feedback on behaviour of Collection Executives.

 10
15

No update on Credit card application status.

 2
16

Delay in processing or disbursal of Loan.

 15
17

Loan EMI debited from a different bank account OR incorrect amount is debited OR EMI is still not debited.

 15
18

False commitment made by Sales on Rate of Interest, Loan amount, Charges or Insurance while onboarding.

 15


Please note that this is not an exhaustive list, once you login the complaint, the Kotak Mahindra Bank employee will ensure that the right complaint type is chosen for you.