Is there any service from Banks to Customers?

The shoddy treatment meted out to customers  by banks is with the approval of top management of banks is what the experience tells. In good old days, one can write to higher ups and seek some redressal of the complaints. One can visit branches and speak to some one who knows the customer ,understands the Customer , knows the importance of the customer and has some concern for the customer. But with the invasion of technology, the personal touch is given a go bye and neither the customer nor the bank officials know how to deal with the complaints . KYC is literally reduced to killing your customers and avoiding him by all means by insisting on certain documents which he may or may not be able to produce. Even insistence of Gazetted officers signature is not given up although the new Government under Mr Modi on his taking over as PM announced the need for such attestations. I recently approached ICICI Direct with a request to transfer one of the investments of my late father to my account producing all required documents as per the checklist made available to me which include affidavit from a notary stating that i am son of so and so who is dead . I also attested the death certificate of my father as a retired bank official with my designation but the official insisted for a gazetted officer's signature on the death certificate. Luckily good sense prevailed on him as he did not insist on my late father's own self attestation in his presence. This is the level of understanding and knowledge on the part of officials. Common sense and logic have no role to play and only documents as per the checklist are the guiding principles to render some service. An NRI made a request in writing to close her D mat account and submitted to ICICI bank but even after a lapse of almost two years the account is not closed as the bank wants her personal presence in the branch to close the account though the NRI is based in US and has requested over phone to close the account as per the letter submitted. The bank wants the NRI to be personally present in Bannerghatta Road ICICI Bank branch to close her D mat account , though she is residing in Dallas, Texas. 

Less said the better about the deterioration of Customer service in banks. The ground reality is that Customers succumb to the fait accompli and silently suffer as there is no meaningful and reliable grievance mechanism. Rights of Customers are all there on paper but customers should have the capacity to endure with all insults, inefficient and shoddy treatment . Be ready to mentally, physically and financially suffer is the motto the Customers should learn and endure with to have dealings with the banks whether they are in the private sector or in the public sector. Contacts and influence helps to some extent but again it depends on banks. Many ICICI bank fellows even do not know that there is a regulator called Reserve Bank of India. May be the same with many a new generation private sector banks. Knowledge of banking is gradually disappearing among the bank officials is the sad part and the importance of customers for banks survival is practically unknown to many a staff.

The shoddy treatment meted out to customers  by banks is with the approval of top management of banks is what the experience tells. In good old days, one can write to higher ups and seek some redressal of the complaints. One can visit branches and speak to some one who knows the customer ,understands the Customer , knows the importance of the customer and has some concern for the customer. But with the invasion of technology, the personal touch is given a go bye and neither the customer nor the bank officials know how to deal with the complaints . KYC is literally reduced to killing your customers and avoiding him by all means by insisting on certain documents which he may or may not be able to produce. Even insistence of Gazetted officers signature is not given up although the new Government under Mr Modi on his taking over as PM announced the need for such attestations. I recently approached ICICI Direct with a request to transfer one of the investments of my late father to my account producing all required documents as per the checklist made available to me which include affidavit from a notary stating that i am son of so and so who is dead . I also attested the death certificate of my father as a retired bank official with my designation but the official insisted for a gazetted officer's signature on the death certificate. Luckily good sense prevailed on him as he did not insist on my late father's own self attestation in his presence. This is the level of understanding and knowledge on the part of officials. Common sense and logic have no role to play and only documents as per the checklist are the guiding principles to render some service. An NRI made a request in writing to close her D mat account and submitted to ICICI bank but even after a lapse of almost two years the account is not closed as the bank wants her personal presence in the branch to close the account though the NRI is based in US and has requested over phone to close the account as per the letter submitted. The bank wants the NRI to be personally present in Bannerghatta Road ICICI Bank branch to close her D mat account , though she is residing in Dallas, Texas. 

Less said the better about the deterioration of Customer service in banks. The ground reality is that Customers succumb to the fait accompli and silently suffer as there is no meaningful and reliable grievance mechanism. Rights of Customers are all there on paper but customers should have the capacity to endure with all insults, inefficient and shoddy treatment . Be ready to mentally, physically and financially suffer is the motto the Customers should learn and endure with to have dealings with the banks whether they are in the private sector or in the public sector. Contacts and influence helps to some extent but again it depends on banks. Many ICICI bank fellows even do not know that there is a regulator called Reserve Bank of India. May be the same with many a new generation private sector banks. Knowledge of banking is gradually disappearing among the bank officials is the sad part and the importance of customers for banks survival is practically unknown to many a staff.