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Ravindra Kochrekar
Customer received an IT refund and we erroneously processed it (was to be paid only at CITI) . He had also by then closed Citi Account. As RM Ravindra was having a chat with customer on taxable income and was profiling the customer he spoke of his 2 yr. pending credit on DD. Ravindra took efforts to call branch, LCC and advised customer to raise it to IT while helping with documents from Kotak. IT however rejects. Ravindra by now is on planned leave- visits Sindhudurg branch and request the BM for a terminal of 15 mins. Referring to all mail records and history he notices and officers name on the IT receipt to whom the Pan Card data was aligned in Pune. He calls the IT by searching the number from Google. He wasn’t entertained by IT officers who wanted the customer to enquire, Ravindra suggests customer to raise concern to Grievance Cell IT . Customer gets response ‘that the bank has to take this call which Ravindra sends to legal, LCC, Branch coordinating with all on call. The Legal teams view –there is no process note for this type of issue. Helplessly, he keeps following up with Branch RL&RBM of Pune cluster. The sum and substance of all this work was that if cross check of customer’s PAN Card number with both bank accounts was provided, a special approval from RBM was provided, account closing letter from Citi Bank was provided, original copy if DD was provided a revalidation letter of the DD from customer was provided and reverts/mail confirmation from Income Tax Dept. was provided the amount could be given in customers account. Ravindra connected with customers nearest branch (Vikhroli) and arranged an officer to collect the documents from customer’s office & requested the BOM to courier the documents to customer’s home branch in Pune. The Customer then received the credit of the amount finally!!!!
Nida Mukadam
Something which money can’t buy
With a new baby expected in the family by Nov end, Customer thought Kotak preapproved loan as the the best option to arrange for funds. However he got error ‘service cannot be requested please contact the home branch ‘and also could not arrange funds by other means. Customer had reported the error on 2nd Nov and the SR was still open, he again contacted anxiously on 21st Nov with the D day getting closer. Nida wanted to assist customer immediately and in time. Nida highlighted this to pre-approved loan product team (Shreya Nair) and IT (Anant Chahande).The error was because min amount was higher than max amount in the file uploaded.BH approval was sought and error rectified.IT & product realized 1679 customers were facing this error. Customer said –‘God Bless You for your help in the time when it was required the most
Chandrani Sarkar
Overseas customers aunt was undergoing surgery in India and tried to transfer Rs 236000 however did not have preferred number to receive BAC.When chandrani suggested Net banking realized there was a technical issue taking 3-4 days to resolve (as confirmed by BSG).There was no way out! Perseverance personified she took advice from Meghna and Prachee wrote to Risk team & Acharya. Also spoke to him at 6pm when there was no reply. The customer by now was very upset and had a negative feeling that nothing could be done, knew banks won’t be able to help in the evening /night.Mr Acharya suggested we take passport copy and a consent mentioning the need to activate the beneficiary and she got it from customer in 15 min. She waited for confirmation and & got the beneficiary activation done by 8.15 pm, and called the customer to transfer funds
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