Pavan Sharma a real estate broker received an SMS from SBI Credit Card that a transaction had been made on his VISA card. He immediately informed the bank to stop the payment. But the bank refused to help.
“How could they proceed to make the payment despite my complaint asks, Pavan.
He is not the only one. These days many such complaints are being received by State Bank of India, ICICI Bank Ltd and Citibank.
In most cases of online fraud consumers either do not pursue their grievances or do not know how to redress their grievances. Here are a few tips:
Make a written complaint: Spell out what went wrong. Was the product or service? What do you expect from the person/organization which caused the grievance? Do you want an apology? Repair/replacement/refund? Proper service?
Tips for writing complaints
• Keep your letter short
• Be polite, avoid being sarcastic or rude
• Clearly convey what action you want
• Give a reasonable time limit for action before you consider other options
• Make sure your letter is sent to the right person or department
• Mention your telephone number/email address
• Ask for an acknowledgement
• Always send photocopies of your bills/other documents, not the original
Deal with the issue as soon as possible: If a product is defective, return it as soon as possible after you notice the fault. This applies to services availed as well. Even if there are no time limits, it is easier for you and the organization to deal with recent events.
Keep all relevant documents about your complaint: You may need these records later if you take your complaint to another authority. Keep track of the steps you have taken to address the complaint. Write down details of phone calls – who you spoke to, on what date and what was the response. Keep copies of letters you write.
Proof of purchase: Keep receipts, credit card statements, debit card receipts, cheque stubs and other evidences of payment as proof of purchase of the product/service.
Stay calm and don’t give up: If you are confronting someone directly, don’t let emotion and frustration affect your behaviour. Sometimes, humour can work better. Be liberal with praise if someone in the organisation is helpful. And don’t ever give up. It is worth spending a little time to fight for your rights.