It was a pat for bankers in the Coimbatore region when Banking Ombudsman Sujatha E. Prasad observed that the number of complaints registered by the Ombudsman Cell so far this year was lower than the branch network and customer base.
“We got only 280 complaints this year. There are 503 branches of various banks operating in this region and around four million accounts,” she said.
On the nature of complaints, she said that only three pertained to opening of new accounts.
“The issues are in other areas. We have received complaints about the time taken to respond to educational loan application, and also about the non-availability of loan application forms,” she said without divulging the number of such complaints.
On issues relating to opening of new accounts, she said, “Customers say that banks do not accept Aadhaar card as there are many fake cards in circulation in Tamil Nadu.
“It has also been brought to our notice that certain banks did not accept driving licence for proof of address.
“In Maharashtra and Delhi, banks don’t accept the driving licence, as there is a specific note stating that the licence could not be used as address proof; and finally, in verifying the proof of address, banks insist that the utility bills (phone bills) should be only from Government run undertaking and not private companies.”
Without directly alleging that bankers were mis-selling products, Prasad said customers had brought it to the Cell’s notice that banks were more enthused to give Platinum Card, even when the request was made for plain vanilla cards.
Prasad also cautioned customers against signing on blank application forms/paper.
Highlighting the formality in lodging a complaint, she said, “Give a written complaint with your address, name of the bank against whom the complaint is being registered, and the issue. The cell will reply within 60 days. We, however, will not interfere with the commercial intention of the bank. Violations can be referred to us,” she added.