Poor Customer Service
Complaint
Rahul Gupta
Country: India
I am a first time user of Standard Chartered Bank's services and have a credit card.
I still repent the day on which I decided to give in to the incessant calls made by the tele callers employed by your 'esteemed' bank and took the credit card.
The problems started even before the card arrived. I was made to submit various documents multiple times as every time the customer service used to forget to mention an 'important' document that was a must for the application to be processed.
Further, when the card finally arrived, half of the features mentioned during the sales stage were not a part of the actual offerings. I hope you record the sales calls and you get to hear your executives promise the moon to a customer while selling the card. On being enquired as to why the benefits were not mentioned on the website, the constant alibi was that it is a promotional offer that will be valid for a 'lifetime'.
The harassment does not stop there, while trying to register the card with the bank via phone banking, the executives were trying to make me believe that I do not know how to read a CVV number when the registration was getting failed owing to an incorrect date of birth mentioned in the records. It took 4 genius customer service executives (CCE) to decipher this error. In addition, the supervisor on duty was consistently not available on any of the calls made and CCEs had the audacity to hang up in the middle of the conversation.
It does not stop here. To get the records corrected I was asked to visit a branch or fax the date of birth proof again. I requested the CCE to accept an email copy ( as I believed Stan Chart being a foreign bank appreciates and encourages online transactions) and surprisingly the CCE gave me a wrong email address. After emailing and following up multiple times nothing has happened and the CCE still wants a fax to be sent for the same documents that are wilting in the record books. When finally a fax was sent to 08066959595 after multiple tries the fax did not go through. A call to the 'diligent' stan chart customer services department informed me that the fax machine was out of order A new no. was given 08066959596, after sending the fax on this no. and calling again to confirm I was told that the fax was not clear. I have no clue what am I supposed to do now.
Congratulation on hitting the 1 billion revenue mark in India, I am sure with such a pathetic customer service it is not sustainable over the long term.
Multiple email did not evoke any reply.
I still repent the day on which I decided to give in to the incessant calls made by the tele callers employed by your 'esteemed' bank and took the credit card.
The problems started even before the card arrived. I was made to submit various documents multiple times as every time the customer service used to forget to mention an 'important' document that was a must for the application to be processed.
Further, when the card finally arrived, half of the features mentioned during the sales stage were not a part of the actual offerings. I hope you record the sales calls and you get to hear your executives promise the moon to a customer while selling the card. On being enquired as to why the benefits were not mentioned on the website, the constant alibi was that it is a promotional offer that will be valid for a 'lifetime'.
The harassment does not stop there, while trying to register the card with the bank via phone banking, the executives were trying to make me believe that I do not know how to read a CVV number when the registration was getting failed owing to an incorrect date of birth mentioned in the records. It took 4 genius customer service executives (CCE) to decipher this error. In addition, the supervisor on duty was consistently not available on any of the calls made and CCEs had the audacity to hang up in the middle of the conversation.
It does not stop here. To get the records corrected I was asked to visit a branch or fax the date of birth proof again. I requested the CCE to accept an email copy ( as I believed Stan Chart being a foreign bank appreciates and encourages online transactions) and surprisingly the CCE gave me a wrong email address. After emailing and following up multiple times nothing has happened and the CCE still wants a fax to be sent for the same documents that are wilting in the record books. When finally a fax was sent to 08066959595 after multiple tries the fax did not go through. A call to the 'diligent' stan chart customer services department informed me that the fax machine was out of order A new no. was given 08066959596, after sending the fax on this no. and calling again to confirm I was told that the fax was not clear. I have no clue what am I supposed to do now.
Congratulation on hitting the 1 billion revenue mark in India, I am sure with such a pathetic customer service it is not sustainable over the long term.
Multiple email did not evoke any reply.
Comments
Regarding exchange voucher from my credit Card points.
As I was told from Customers service that I should received MYR Jusco Voucher 20 of 50 ringgit voucher within 14 working days.
But on 18th Sept I received only 5 copies of MYR 10 ringgit voucher of Jusco.
Please tell me why such things can happen?