An old conversation with some credit card customer care

Found this conversation in my e-mail archive today. Pasting it here as it is. I think it might be a good read for some of you.
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me
25/02/2008 01:39 PM

To
abc@xyz.com
cc
headcardservices@xyz.com, cardservices@xyz.com
Subject
Complaint Regarding Credit Card Application

Dear ABC,

I used to hold one of your gold credit cards (XXXXXXXXXXXX2684), which I have got cancelled last week. This card was issued to me in March,07.

As soon as I received above card, I started getting promotional calls for your One Credit card, I received and answered 27 such calls in my memory. 27th time I agreed to apply for that card. Application Ref. # 080218021

I met XYZ Bank representative twice, once for filling up the form and 2nd time for collection of certain documents.

Post which I received 9 confirmation calls, asking for same details (mother's maiden name, date of birth, address etc) and after answering these nine confirmation calls, I receive following mail from cardservices@xyz.com.

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Date : 31/01/2008


Dear MR GAURAV V TIWARI,

This is with reference to your application for an XYZ Bank credit card - Application Ref. # 080218021

We have reviewed your application and express our inability to process the same, as we could not establish contact with you.

We would like to take this opportunity to thank you for your interest in the XYZ Credit Card product and look forward to a valuable relationship with you in the future.

In case you require any assistance, please feel free to call our Bank by Phone service in your city and our executive will be glad to assist you.


Assuring you of our best services always.


Warm Regards,

XYZ Bank "Active Alert" Services

This is an automated message, please donot reply to this.
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The reason for rejecting my application was stated that XYZ bank could not establish contact with me. (Have highlighted that part of the mail). After answering 9 confirmation calls and meeting your representative twice, the reason stated in the mail is as absurd as it can possibly be.

I called up your bank by phone service to enquire about the same, but since they did not have any clue, I was transferred to Mr Rishikesh, in your customer loyalty department. He heard my query and promised to get the same resolved.
Post which I received three of your Gold Cards in a span on 4 days, (XXXXXXXXXXXX7262, XXXXXXXXXXXX0266, XXXXXXXXXXXX2677), for which I haven't applied or filled any froms.

Every time I received the card, I called up XYZ bank and spoke to Mr T or Mr R in your customer loyalty department. Finally Mr R promised to process my Credit card Request for One Card and assured me, that I'll not be receiving anymore gold cards and anymore phone calls.

For next 15 days I did not hear anything or received any communication (written or verbal) from XYZ and realised how insensitive you are towards your customers and decided to end all the relationship with XYZ bank and got my original gold card (XXXXXXXXXXXX2684) cancelled.

I also got all my phone nos (99xxxxxx71, 93xxxxxx46, 022xxxxxx98 and 022xxxxxx54) registered for DNC (DNC registration provided on website is not working have tried multiple times in a span of 8 months, get that fixed asap, else if someone complains against it XYZ bank might be in trouble).

Yesterday (24/02/08) again I received one call on 022xxxxxx98 and another on 99xxxxxx71 for confirming the details for my credit card application (which I have already confirmed 9 times). I instructed the caller not to call again as I am not interested in having any relationship with XYZ bank. Still I received another call today (25/02/08) on 022xxxxxx54 for the same thing.

Request you to stop this nonsense and do not test my patience. Please don't harass me with those nonsense calls asking for same details again and again.

I am expecting to receive a positive response from you. Also hope after this mail you will change certain processes in your bank related to telemarketing and credit card processing mainly to ensure that no other customer has to go through what I have experienced.

For now, I am not recommending XYZ bank to any of my friends or colleagues as I don't want them to go through this kind of tormenting experience.

For your information, I also work in Cards department of A Bank and have an idea of how card issuance process work, so please don't send me any absurd response.

PS: I registered for NDNC on 19/11/07 (Reference No W10xxxxxx31), can anyone in your bank explain how my promotional calls did not stop post same.

-
Thanks & Regards
Gaurav Tiwari
"An adventure is only an inconvenience rightly considered. An inconvenience is an adventure wrongly considered."
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abc@xyz.com
26/02/2008 16:11

To: me
cc: def@xyz.com
Subject: Re: Complaint Regarding Credit Card Application

Dear Mr. Tiwari,

Thank you for sharing your feedback. I regret the inconvenience caused.

My colleague Mr DEF will facilitate a resolution in this regard. I regret that you experience has not been commensurate with our service standards and request you to treat it as an exception.

Regards
ABC
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me
13/03/2008 10:54 AM

To
abc@xyz.com
cc
def@xyz.com
Subject
Re: Complaint Regarding Credit Card Application

Dear Mr. ABC,

One of your executives called me up last week, but it seemed she hadn't read my mail carefully, because she kept asking me about the same details that I have already written in my mail below.

Anyway, I got even more irritated with this and requested your executive to just stop any promotional calls to all my phone nos.

Today again I have received one call from XYZ bank (012xxxxxx51) asking for gold card application. Request you to tighten the processes at your end and stop such nonsense calls.

I have clearly mentioned in my earlier mail that I have my no registered for NDNC, have got all my nos registered for DNC with XYZ bank.

Expect some action, else I'll be forced to complain against XYZ bank to respective regulatory authorities.

-
Thanks & Regards
Gaurav Tiwari
"An adventure is only an inconvenience rightly considered. An inconvenience is an adventure wrongly considered."
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abc@xyz.com
13/03/2008 13:32

To: me
cc: def@xyz.com
Subject: Re: Complaint Regarding Credit Card Application

Dear Mr. Tiwari,

I regret to note your experience. I request you to share the numbers from where you have received the calls and on which telephone number to help us investigate and revert to you.

The information sought above which will help us establish the root cause and address it. I would aldo recommend that you register your telephone nos. on the NDNC with your telecom operator.

Regards
ABC
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me
03/13/2008 02:43 PM


To: abc@xyz.com
cc: def@xyz.com
Subject: Re: Complaint Regarding Credit Card Application

Mr ABC,

It seems you have not read any of my mails clearly. In both my mails I have mentioned that I am registered for NDNC with my telecom operator, my NDNC registration is active from 19/11/07 (Reference No W10xxxxxx31).

There is clearly some flaw at your tele-promotions end. Either your marketing team is not bothered about NDNC and they are simply ignoring it or there are some process gaps.

I have also mentioned the no on which I am receiving these calls (99xxxxxx71) and the no from which I have received the recent call (012xxxxxx51) today at 10:46AM.

You can not expect me to remember all the nos from where I have received all my earlier calls. Only thing I remember about those nos is all of them were Delhi nos, starting with 4, if that helps.

-
Thanks & Regards
Gaurav Tiwari
"An adventure is only an inconvenience rightly considered. An inconvenience is an adventure wrongly considered."
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