The country’s largest lender, which has been slow to respond to customer complaints till recently, has adopted a distinctly fresh approach to resolve such issues.
The elephant appears keen to acquire a nimble image. The 48-hour deadline set by the State Bank of India (SBI) chairman for action on customer complaints has hit home hard.
India’s largest bank is evolving a distinctly new customer-friendly face, since its chairman OP Bhatt sought fast and prompt action on all complaints filed by the bank’s customers in a directive issued earlier last year. The internal communication from a deputy general manager outlined: “Please note that our Chairman desires that all the email complaints forwarded from the Corporate Centre have to be replied to the department within 48 hours.”
Here is some impressive evidence of SBI’s brand new face. During the last financial year (2009-2010), SBI received 31,862 complaints and was able to resolve 30,588 within an average resolution time of nine days. Thus, SBI was able to achieve 96% success in complaint resolution in the year. (The bank now says it is striving to achieve an average resolution time of less than five days).
Over the past few months, there is a noticeable difference in the manner in which complaints are being handled at the bank. The customer services department has exhibited surprising alacrity in resolving grievances. In fact, over the past six months, Moneylife has noticed a tangible difference in the lender’s approach towards complaints.
Moneylife regularly receives complaints on various matters from readers, and forwards these to the respective authorities. As far as SBI is concerned, we are now receiving prompt responses on these complaints.
This is quite a turnaround from the time when complaints would pour in thick and fast into the customer services department of the public sector bank, but the resolution of these complaints took a while. However, that may be a thing of the past, now that the bank has distinctly altered its approach to deal with complaints.
Commenting on the change in attitude towards customer complaints, an SBI official explained, “SBI is making a conscious effort to ensure quick and quality resolution of customer grievances in a customer-friendly manner. The root cause of customer dissatisfaction is the general attitude of resistance to customer complaints. With this realisation, the bank has been working to bring about a turnaround in attitude towards customer dissatisfaction that is reflected in these complaints. Customer complaints are our guiding light towards better customer service. We, in SBI, are targeting to provide more than what the customer expects, as it results in customer delight and is the only way to win and retain a customer.”
The bank recently launched an additional channel for customer grievance redressal, called ‘SMS Unhappy Service’. This is a dual mobile and web-based system, under which SBI head offices have ‘Happy Rooms’ which deal with customer grievances. Any customer wanting to lodge a complaint, sends an SMS “UNHAPPY” to a specified number (8008202020). The Happy Room responds to the SMS by calling back the customer on the mobile number and records the details of the complaint. The complaint is then forwarded to the respective branches through a dedicated website, and they are required to advise a resolution within 48 hours.
http://thebankingbible.com/wp-content/uploads/2011/09/Sms_Unhappy_image.bmp
This is conveyed immediately to the complainant on the mobile. The system affords the advantage to redress simple complaints in the shortest possible time. It also gives the customer the flexibility to approach his or her banker from anywhere.
The system is unique, in that the bank takes proactive action by calling the customer. SMS Unhappy has helped SBI to make an ABC analysis of customer complaints. The managers found that a majority of customer complaints relate to the lack of response to customer queries. Such complaints are readily resolved by the proactive expert team that handles the service. The bank claims that easy accessibility from anywhere in the country through this channel, and quick redressal of complaints have made customers happy.
The bank explains that a lot of groundwork has gone into changing the attitude of the employees through various programmes such as ‘Parivartan’, ‘SBI Citizen’, ‘Udan’ and ‘Jagruti’. All employees, from the messengers and security staff right up to the senior management, were put through an instruction to better understand interpersonal relationships, relating mainly to customers.
The initiative has marked a welcome shift in SBI’s approach towards its customers. No doubt there remain several unresolved complaints that the departments still have to look into. But with the top bosses taking a keen interest in the effective resolution of complaints, customers can hope to get these matters sorted out sooner than later.
Source : Moneylife
sir , i having a complaint that i had get an ATM card and pin no. from janakpuri branch -110058 but its not working .while using the ATM card the ATM shows that u have entered a wrong pin . then from facing this type of problem i had gave a application to the sbi branch manager . then i get a new ATM and pin code but this time also it showing that u have entered a wrong pin , but i’m entering the correct pin both the time . so,this is my humble request to you please sort out this problem as soon as possible .
Dear Mr. Ramesh,
Please take thr help of sbi branch officials. if the problem still persists you can request for regeneration of your ATM pin. regards,
Admin
i am widow of late harshu prasad singh who was freedom fighter and liable to get pension.after submitting the required papers for getting pension in a.p colony branch of sbi where im having account no32124225916.they sent all the necessary papers to patna zonal office vide letter no pbd/12/13/126 dated 9.12,12 and iam waiting endlessly iam on the verge of starvation since my husband died on 11/10/11 please expedite the matter
Dear Ms. Krishna,
You can lodge your complaint with the Bank by sending a message “UNHAPPY” from your mobile to 8008202020 number which would reach the “Happy Room” of SBI’s respective Local Head Office. An executive of the Bank would then call you back on your mobile phone. He would listen to your grievances and record the complaint. After understanding the nature of the problem he would take up the matter with respective branch/office for resolution.
Admin
From
R.RAGAVAN,
s/o, A.Ravichandran,
1/31,north street,
seeralur,
sakkarasamantham (post),
thanjavur distrct
.Respected sir,
As my dad already have bought agricultural loan from your State Bank Of India (SBI) THANJAVUR SBIN0000924 / 613002002 / 000924 RAJA MIRASUDAR HOSP. RD., THANJAVUR – 613001
City: THANJAVUR
District: THANJAVUR
State: TAMIL NADU IP- 806541/542 TEL-04362-230782/279979/271717/230698
.now i am asking for educational loan but they were refusing to give may know the reason for not giving that.Is there any possible way for getting educational loan.kindly intimate me is there away.
thanking you
yours faithfully,
R.RAGAVAN
Dear Mr. Ragavan,
You may take up the matter with the branch head. If no response is coming take up the matter with their controlling authority. reagrds,
Admin
Sir,
I am customer of state bank of India at at samta cross road Vadodara,Gujarat.I wanted to open TDR above fifty thousands.I have write down my PAN no on the slip and I have submitted my PAN already to branch.Eventhough the officer asked xerox copy of PAN with orizonal Pan card.Is it right to asked every time zerox copy eventhough already submited PAN in all account holder PAN
Dear Sir,
Though it is not mandatory to give copy of PAN card each time, but if these documents are submitted 3 years earlier, then as per RBI guidelines it is mandatory to submit these documents afresh. regards.
Admin
sir,
panchur branch at kolkatta does not received any complain letter, also my promlem is 10 months old, everytime they are giving excuses, to confirm my complain plz send anybody to account manager or manager for any issues see there excuses,
please if possible fit a camera with sound recorded system in panchur branch and then see there policy”S THEY SAYS ” CUSTOMERS ARE DEPENDENT ON US NOT WE ON THEM”
ASK FROM EVERY 10 CUSTOMERS IN PANCHUR BRANCH 8 WILL GO AGAINST THEM.
FROM LAST 3 MONTHS MAXIMUM BIG CUSTOMERS HAVE GONE TO NEWLY OPENED AXIX BANK IN OUR LOCALITY.
PLZ SHOW THEM A WAY, THEY ARE ALSO HUMAN BEING SO THEY ARE DOING A MISTAKE.
Respected Sir,
I am a bsnl pensioner drawing pension through sbi Saving Bank account. Since I was retired in M.P. my pension processing unit is SBI Bhopal. Recently I have transferred my account from M.P. to the city in Maharashtra wherein I am receiving pension . I approached to local branch for Pension Loan but they declined to accept my request on the ground that my pension processing unit is not in Maharashtra. I am below the age group of 62 yrs.What should I do. With regards.
Respected sir
I am having a salary account in SBI, nizampet branch, Hyderabad. I tried for an ATM withdrawal in SBI atm only for Rs. 10000/- on 21st march 2013 . But i didn’t got the money it reversed into the machine. Regarding this i made a complaint to concern Sbi branch at dwarakapuri colony. After two days they asked to go and complaint with home branch. Mean while i booked a complaint at toll free on 25th march 2013 with a ticket number 122178092427. on 28th march 2012 i got a message that my complaint resolved. but still not. i visited the home branch on 30th march 2013 and raised a written complaint to the branch manager. she said will solve the issue.
Its been 15 days and i have a dead requirement of that cash. Please solve this issue at the earliest possible. My account no is 20125016169.
Thank you
Dear sir,
I am your customer past >30 yrs. my A/C no is 11418359067. today i came to your ATM counter to get the fecility of cash transfer to beneficiary sbi A/c. it failed, i tried another times. it failed.After that i came to MACHLANDAPUR SBI BRANCH and meet the office who taking the charges.there are 4 other customers also standing in front of him.The person was talking to ther staff related to increment and other benefeciary activities insteed of customer service.after that he was attending personal mobile phone and start taking again. When i asked abount my problem he shows me unannoing motivation.he not able to give information. This very sameful how therse people are geting job-benefits-promotion. SAME>>>>SAME
Regards
Tapash Chatterjee
Machlandapur
24 pargana(n)
w.B.
Ph No 9002913944
Sir
This Msg was sent to SBH Eddumailaram Br on 25 Feb 13
I have a Loan account Nu 00000062119123451 with br (SBH Eddumailaram , hyderabad ,AP ,) . The balance payment is INR 13,90,981.00.
I had take this loan on Happy Home SCHEME AT 8% PA. But today I am paying 11.9 % PA, Much More than other banks interest rate.
Till date I have always paid the EMI without fail.
I wish to switch my loan to another bank.
kindly give me the details.
Regards
The following reply recd on 18 Mar 13
Dear Sir,
At the outset, let me convey my regrets for the inconvenience caused in this regard. We have noted the mistake in the system. This is due to some change in product codes in the system.
We have taken up the same with our Central Data Centre, Mumbai for incorporating necessary changes. We would work out the difference of interest manually and charge accordingly and recredit the interest excess collected and inform you accordingly.
Kindly bear with us for the inconvenience caused.
regards
T.Praveen
Branch Manager
After This there is no response despite my repeated requests.
hope you will really make some difference
regards
Deer sir
I am a member of ODAGAON SBI (2097).My AC NO 30352226763.My locker key missed on dt 11.10.2012 & I informed to BM through application on dt 12.10.2012.But BM not taken action seriously about this matter.So I am unable to use locker from dt12.10.2012.Due to my important documents are in locker,I face many many problem.
So sir I request you ,solve this issue as soon as possible.
Thank u
SANTOSH KUMAR BHANJA.
AC-30352226763
#+91 9438078344
To,
Grievance cell
SBI
Hello Sir,
This is to inform you that I am an old senior citizen customer of SBI bank and holding 4 PPF account at SBI MAIN BRANCH CHIPITOLA AGRA (U.P) of me, my husband, my 2 sons from a long time.
I was previously holding a manual entry book of my PPF account. When this April I approached the bank they informed me that now manual entry passbook are not valid. Then I got to the branch for Digital passbook from the bank.
In which I observed my name spelling was incorrect and the name spelling was different which I got corrected by giving the documents of proof etc.
Then when I asked them about the nomination, there was no suitable answer by the management. In my PPF account (when opened) the nomination were done by three names i.e. my husband & my 2 sons and is clearly mentioned in my PPF ACCOUNT BOOK. But when checked in the bank system (computer) there was no nomination present??
Then I contacted the Bank AGM he told me that now according to new bank rule THE NOMINATION IS TO BE DONE BY SINGLE NAME, AND AGAIN YOU HAVBE TO FILL NOMINEE FORM??
I want to ask why in my old PPF ACCOUNT in which I already have nomination, why the same is not updated in computer and why again I have to appoint nominee and one in Number?? If bank doesn’t update the old records then is it the responsibility of customer to go again and again to branch and make it correct?
My details are as under:-
1).
NAME:- Mrs. Renu Mohan.
PPF A/C NO:- 1097 4865 815
NOMINATION:- Hari Mohan / Varun Mohan / Aditya Mohan.
ADDRESS:- 4, Bansal Nagar Fatehabad Road Agra(UP) India.
June 1988.
2).
NAME:- Mr. Hari Mohan.
PPF A/C NO:- 1097 4865 804
NOMINATION:- Renu Mohan/ Varun Mohan / Aditya Mohan.
ADDRESS:- 4, Bansal Nagar Fatehabad Road Agra(UP) India.
June 1988.
3).
NAME:- Mr. Varun Mohan.
PPF A/C NO:- 1097 4866 217.
NOMINATION:- Hari Mohan / Renu Mohan / Aditya Mohan.
ADDRESS:- 4, Bansal Nagar Fatehabad Road Agra(UP) India.
December 1989
4).
NAME:- Mrs. Aditya Mohan.
PPF A/C NO:- 1097 4866 206.
NOMINATION:- Hari Mohan / Renu Mohan / Varun Mohan.
ADDRESS:- 4, Bansal Nagar Fatehabad Road Agra(UP) India.
So, I request you to update the nominee details as mentioned at the time of opening the account.
Please let me know what to be done ?
For any query please contact me at the Mobile:- 9897191532.
Thanking for your kind cooperation and support.
Hoping to here from you soon.
Yours truly,
Renu Mohan
Date : 30.04.2013.
Dear Chairman Sir,
I am writing to you since 22.04.2013 and till date I have not received single from your office staff. This shows how Ir-responsible is the Chairman’s Staff of State Bank of India.
Please look in to my complaint.
Date : 30.04.2013
To,
The Chairman Sir,
I HAD MAILED MY COMPLAINT TO pstocgm.lhomum@sbi.co.in & dgm.customer@sbi.co.in and feel that these two department are also lethargic and Ir-responsible in not replying to complaint.
I therefore, request you to take stern and appropriate action against such officer/staff of the bank.
You are totally fail to resolved the complaint with in fort eight hours.
have received no reply till date nor a single call from your end
Dear Sir
Currently my mobile no has been change due to this I am unable to transaction my money online.I have been followed online mobile no change procedure and submitted to State Bank Of India,Station road Arrah on dated 26th April,2013 but still my mobile no has not been changed. Several time had followed with Mr. Ashawani Verma. Still my task is pending.
Thanks & Regards
Abhijit Pandey
Mail ID-pandey.abhijit@gmail.com
Mob-09234000592
Dear Sir,
I am very sorry to tell that like many other customers I am unhappy with the mnanager and staff of the SBI Bonhooghly Industrial Estate Branch,code 02029,at Kolkata-700108.I have two Fixed deposits and two savings bank a/c in that branch .I am a old custiomer. In addition to that I have PPF and S/B a/c with SBI Pandhharpur branch On my request the manager of the latter branch transferred my CIF (same for both the a/cs) to the kolkata branch which should have been transferred back to the pandharpur branch for which several times I requested the kolkata branch(02029).But intentionally the kolkata branch manager is harrassing me.I interacted with him many times over phone. He is neither transferring my CIF nor showing reason for the same which is very funny. How can a person eating up public money behave in this way with the investors. I have decided to close all my accounts with this branch once I go to Kolkata as I visit different parts of the country for my job.This kind of fanatical attitude is dangerous for any bank. SBI Management must think seriously on this case and issue show cause notice for my case then only discipline will grow.Hope your interference will give me justice.
Please transfer my CIF immediately.I am suffering for last three months for a job which is just a click away. Thanking you…Subrata Nag.
To 20th May,2013.
The Branch Manager,
Bonhooghly Industrial Estate Branch(code02029),
Kolkata-700108.
REF. :MY LETTER AND MAIL DATED 2ND March,2013,23rd march,2013 and 14th may,2013. SUB . : REMINDER FOR TRANSFER OF MY CIF NO. 85354470618 FROM YOUR BRANCH (2029) TO THE SBI BRANCH CODE 0446.
Sir, In my telephonic conversation with you and all my above referred mail I requested you to transfer my CIF ,mentioned above, to the SBI branch code 0446 at Pandharpur,Maharashtra.In my last letter I told you to give me in writing for not conforming to my request or explain the reason for not transferring my CIF .You have already wasted three months for the job which is just a click away.Remember that this is not your CIF .I have got it transferred to your branch for my benefit keeping my account in the latter branch .Therefore it should be transferred back on my request without any hitch. If you do not show me the reason in writing for not transferring my CIF it will be presumed that you are intentionally harassing me . Already I have incurred a lot of expenditure for your non-cooperation which needs to be born by you. Hoping your cooperation and dutiful behaviour this time. Subrata Nag Email id :subratanag.india@gmail.com.Contact no. 08380028921. Copy to : 1.Regional Manager,SBI,Kolkata. 2.Zonal manager,SBI Kolkata. 3.Chairman, SBI.
To Date : 20th May,2013.
The Branch Manager
Bonhooghly Industrial Estate Branch(code02029)
Kolkata-700108.
REF. :MY LETTER AND MAIL DATED 2ND March,2013,23rd march,2013 and 14th may,2013.
SUB . : REMINDER FOR TRANSFER OF MY CIF NO. 85354470618 FROM YOUR BRANCH (2029) TO THE
SBI BRANCH CODE 0446.
Sir,
In my telephonic conversation with you and all my above referred mail I requested you to transfer my CIF ,mentioned above, to the SBI branch code 0446 at Pandharpur,Maharashtra.In my last letter I told you to give me in writing for not conforming to my request or explain the reason for not transferring my CIF .You have already wasted three months for the job which is just a click away.Remember that this is not your CIF .I have got it transferred to your branch for my benefit keeping my account in the latter branch .Therefore it should be transferred back on my request without any hitch.
If you do not show me the reason in writing for not transferring my CIF it will be presumed that you are intentionally harassing me .
Already I have incurred a lot of expenditure for your non-cooperation which needs to be born by you.
Hoping your cooperation and dutiful behaviour this time.
Subrata Nag
Email id :subratanag.india@gmail.com.Contact no. 08380028921.
Copy to :
1.Regional Manager,SBI,Kolkata.
2.Zonal manager,SBI Kolkata.
3.Chairman, SBI.
To
The Branch Manager Date :14th May,2013.
Bonhooghly Industrial Estate Branch(02029)
89/3,Raimohan Banerjee Road,
North 24 parganas
West Bengal
Pin Code:700108.
Dear Mr Branch Manager,
I had sent you written request for the above said matter on 2nd March,2013 and 23rd March,2013 and also had telephonic conversation with you several times but you refused to transfer my CIF as requested on different pretexts.Bank staff of the branch code 0446 personally requested you in the last week to transfer the same but you denied to do on the pretext that it can not be done over phone which is wrong because I have already sent written request to you for the same.In my last telephonic conversation you have insisted for KYC compliance from my side before transferring my CIF.In this regard I would like to tell you that I have already done the same for all my accounts existing with your branch when I visited your branch personally in the month of February,2013.I have two Fixed Deposit accounts and two savings bank accounts in your branch.During my visit you or your staff neither raised any objection nor informed me or communicated with me in any manner in this regard.Moreover my KYC was totally complied by the latter branch code 0446 before transfer to your branch on 19th November,2012 on my request which was verified again in the last month.So if my record does not show non compliance with KYC for this particular account now,as you claimed,then you are solely responsible for the same as you are only authorised to do necessary changes to my account details and records.
So It seems that you are harrassing me for a job which can be done by a single click of a mouse.
Whenever I spoke to you,you were very rude and arrogant with me which does not suit your position.
I have already wasted many valuable working hours and spent a lot of money by correspondence and communication with you which is against the basic principles and objectives of SBI.
Moreover there are many customers dissatisfied with your services which I notice whenever I visit your branch which has forced me to think seriously about my continuation with your branch.
I never received any reply, verbal or written, from your end till date since my first mail sent to you.
Everytime I gave calls to you from different parts of the country as I am in high profile administrative job,which shows lack of sense of responsibility and courtesy and it is against the professional ethics.
Therefore I have decided to close down all my Fixed deposits and savings bank accounts immediately form you branch.
You must revert back to me by return mail showing reasons for not transferring my CIF till date which is your professional responsibility and then I shall decide about my future course of action.
Awaiting your early response.
Thanking you,
Subrata Nag
email id: subratanag.india@gmail.com
Copy to:1. Regional Manager,SBI
2. Zonal Manager,SBI
3. Chairman,SBI,Corporate Head Office.
Hi, I have taken loan from SBI pune MG branch. I want to close the account. Firstly noone picks up the phone from your branches. All your call center numbers also doesn’t work. I got shifted to hyderabad. I am told i need to go to SBI pune branch to do all the formalities. If SBI is having largest branch network why are customers suffering. Why don’t they have everything nationalized. Also when i told the Loan person in pune that I will pay the loan and i will need the NOC asap, he said no you need to wait for 3-4 days. Why does it take so much time for a NOC. Also the staff in pune branch is very unprofessional and arrogant. Why do we still have that old culture in which customers have to beg from Staff for their work. You should take example of ICICI. I feel why did I take a loan from SBI. Please give me your branch head details.
Chairman,SBI,
Corporate Head Office.
i am central government employee, working under Kolkata metro railway (17th Zonal Railway) in the month of April’13 went to SBI/Chowringhee branch/Kolkata where my salary account is maintained to avail a personal loan of Rs. 3,00,000/-. The concerned loan officer Mr. Biswas after examine my pay slip assured me regarding my required personal loan.
As per Mr. Biswas advice i had submitted all the documents and most surprisingly after taking more than 1.5 month i.e., mid of May’13 Mr. Biswas had informed me that due to high VPF deduction in my pay slip. I am not eligible to get it.
I could not understand why he took long 1.5 month to give me a reply. Due to such delay and false assurance i bound to face a financial loss. Now i like to get your views before moving to Banking Ombudsman. In this respect better to say that through RTI I kept my demand to produce before me the loan sanction rules and my appeal, where there are unattested overwritting.
dt. 06/06/2013 Thanking you-
dipankar bhattacharjee/9903903034
Sir i am an student.i live at ramnagar in satna district madhyaprades. when i get a cheque and go to
bank for money cashier parihar laughs at me.he says that if u want money come in the moarning at
8 am.he is telling for sexual favour. he is local dabang thakur.everyone is afraid from from him.wah
jawan auraton ko chherta hai. please correct him.
sir,i have applied a new atm card through my sbi branch ,AMY TIKULIA.I am AKHILESHWAR YADAV ,my sb A/c no-33024207357. when i enquire they give the speed post no-EQ525434390IN.date 30.05.2013 SBI AMY TIKULIA Branch
Area AMY TIKULIA
Address P.O.-CHANPATIA, DT.-WEST
CHAMPARAN
District: PASCHIMI CHAMPARAN
State: BIHAR
Pincode – 845449
till now i have not received from postal.kindly tell me the status of the card.
thanks
AKHILESHWAR YADAV
Mo- +91 9871202481
Emai ID-akhilesh.ew@gmail.com
At-Khajuria
Po-Ramprsauna
Via-Lauria
Distt-WestChampran
Pin Code-845453
(Bihar)