HDFC is incapable of handling customer complaints fairly and correctly

HDFC always adopts a rigid and insensitive approach in addressing the problems of customers. In this recent case of their taxation team breaking the original principal  amount of the FDs without informing the customer , yet again they have demonstrated their lack of tact and lack of sensitivity in handling customer related matters. According to HDFC what is done is done and they want to quickly find a way of getting out of this situation without being nailed.

They are actually quite insensitive to all the problems and inconvenience caused to their customers by the actions of their teams every time. I have escalated the matter far enough and it has reached Ombudsman. Before that their Regional Office, Grievance Redressal and Nodal Principal Officer had thoroughly disappointed me with their indifferent attitude. They were actually collectively trying to suppress the entire matter when actually it is the right of the customer to go to the next level of the complaint process if not met with a satisfying resolution. They have been sending me back and forth to the various levels and access channels handling complaints so that I get tired and give up on my case.

Suddenly HDFC is interested in negotiating but  their reaction is quite delayed as I have already wasted a month on this matter as nobody was addressing it correctly. In fact in the beginning they had even closed the matter against the docket number given before it even went to the second level and I had to get the case revived after several more complaints.  What is the idea of posting information regarding different access channels of complaint on their website, when they do not allow the customer to access them in reality ? Their proposals offered to me even today are basically favouring their team and not really meeting my expectations. HDFC does not value it's customers at all ! 

HDFC Bank's Taxation Team given free hand to play around with people's FDs

Irrespective of any policy  changes they may claim, deducting money from  FDs original principal amount and that too without the customer's knowledge is totally  unacceptable when there is another way to recover the tax on the interest i.e. from the account at the time of crediting that interest to the account. When there is sufficient balance in the account, they have no right whatsoever to recover taxes on the interests given on FDs from the principal amount of the FDs. FDs are supposed to be secure and locked investments from a customer's point of view and nobody had the right to break those FDs except the customer.

HDFC  taxation team is suddenly messing up people's FDs with delayed recovery of taxes on the interests of the FDs and thus creating problems through these complicated transactions when they could simply recover that tax by deducting it from the account.

At this rate, they are being given the power to continuously reduce the principal amount of FDs whenever and as they feel like which can result in unpleasant banking experience for the customer. Their tax deductions have to be clean and smooth like before as well as within the boundaries of the usual procedures.

Having FDs with HDFC had always been a secure and pleasant experience but this recent episode had left me very discontented and insecure regarding my investments with their Bank. I mean to take this up with whoever  has brought about this drastic and negative change in the way HDFC deals with a customer's investment and hopefully try to influence any of their seniors who have the power to reverse this change as such complicated deductions by their taxation team can negatively affect the Bank's relationship with their customers .No customer would like their FDs to be touched like this without his/ her consent even if they had swipe FDs. The taxation team is not even stating who gave them the authorisation to deduct money from the original principal amount of the FDs specially in the presence of sufficient balance in the account. As it is they should recover taxes on the interests given on the FDs at the appropriate time and not later.

I have voiced my concerns. And I hope that something is done about it ! Their Grievance Redressal Cell's resolution and stand on the matter only reflects their commitment to their team and not the customer. Let's see what the Nodal Office does...

One has the Right to  Information and ask for answers specially when your investments are concerned. If nothing else responsibility has to be fixed on the people concerned for the careless and inefficient way they handle our accounts.

Every Bank be it HDFC, Deutsche Bank, HSBC or Citibank has shortcomings but the true character of any Bank comes forward in how they follow up and address the complaints effectively. Fair resolutions must be delivered !