The one who Complaints THE LOUDEST is heard!
Jermina Menon MRICS
LinkedIn Top Voice | Angel Investor | Philomath | 360deg Retailer | Results Focussed Business Strategist | E-commerce, Digital & D2C Marketing
Dilemma of a social media marketer on being a polite complainant
Sometime back I had an issue with a bank on my credit card statement. The issue I had raised had to do with a charge billed to me; the charge was detailed without a break up or calculation method being shared. Hence, the issue I had raised with the bank was on the lack of transparency on the charges billed. Surprisingly, the statement also has a long list of ‘notes’, one line being an explanation of those charges which are linked to a T&C (terms & conditions) sheet. The details there did not match what was levied.
When I first called the call centre (1st July) even the agent couldn’t explain the rationale of the charge levied; he had to call a supervisor. They responded saying they would post me a statement in 4 working days! I said no, please do e-mail! Why waste paper? Plus I have opted for e-statements and am conscious at a personal level on the amount of paper I do consume. But those were the rules. I had to threaten an environmental authorities complaint to actually get them to agree to e- statement in 2 days (if they know what they are charging surely they don’t need more than an hour to send that right?) Got the e-statement AND paper statement 😐! Must point out here that the bank continuously advises people to opt for e-statements and incentivises those who are getting paper statements with bonus points to do so. Sadly, policy is not across the board!
Also, by now I wanted to raise a complaint with the RBI Ombudsman, but that needs a complaint number which I didn’t get from the bank.
Finally decided to take the social media route. As a marketer, and someone hence who addresses such complaints on my own brand pages over the years, I decided that all I wanted was to resolve my issue and not necessarily humiliate the bank. So raised the issue via Facebook Messenger on 20th July (not directly on their wall). A reminder was shared on 23rd July morning, here I did threaten to post it on their Facebook wall as I was being ignored for messaging privately. All that I got was a ‘we will reply as per stipulated norms’ - no mention what those were!
Finally, I had no option but to put up a post on the wall - maintained my stance by saying pls look into complaint sent as a private message! This was on 25th July. Got another standard reply! Finally, got a call only on 30th July where there was just apologies and we will look into the matter and we will inform concerned department. Of course there was offer to waive off charges which was declined by me! I had to remind the guy that I didn’t have problem with the charges but the lack of transparency on it as well as the fact that nowhere is the calculation of same explained. Needless to say, it went unheard!
As I write this, I still do not have a complaint number to escalate to RBI. Nor do I have a better explanation.
The questions I have here are:
- Are customer complaints - when they come by the bushels - actually taken seriously by the organisation?
- A customers politeness in not making a mountain out of molehill , by sending them a complaint privately rather a public one on social media ignored only cause it doesn’t harm their image as much?
- Is it better to be a rude and acerbic customer to ensure your issue is addressed and als perhaps resolved?
What would you do going forward now?
Pics courtesy pexels.com
Renewable Energy I Investment Banker I Merchant Banker I Debt Capital Market (Bonds Origination & Placement) I Equity/Debt Fund Raise
5yi do understand. HDFC bank is an example of its current staff behavior. but how customer complaints are addressed is largely second part of the story. primary, is how and whom. for an effective resolution to problems encountered.
Senior Sales Manager at IDC META
5ysome business houses still deliver what they promise - customer care post sales- and you can approach them over published numbers and email addresses to sort your problem. Sadly, most on the other hand, only expedite your matter when escalation happens - i.e. over social media. naming and shaming to get your work done has become the new culture that comes with digital disruption!
Renewable Energy I Investment Banker I Merchant Banker I Debt Capital Market (Bonds Origination & Placement) I Equity/Debt Fund Raise
5yLakhs of customers suffer the attrocities of the Banks ! May dont know how to deal with it. and the remaining dont know whom to deal with it. hence, RBI has emphasised on disgruntled customers to reach out to the Banking ombudsman in each city. Banks fail to understand that their business are largely because of the small customers. who deposits small amounts in large numbers. Big customers borrow big money and arm twist the bank. but still the banks bow before them and arm twist its smaller customers. THREATS and BAD Behaviour are not new to Banks. Shocking these days is that HDFC bank has also started the rude behaviour.
P&L Head || Career Counselling || Technology Consultant || Projects Liaison Govt || iOT Solutions ||Entrepreneur || Business Coaching ||
5yDo call or write to customer care once ~ if issue still not sorted, Shamelessly Post it on Twitter, Insta, FB , LinkedIn etc on accounts of key senior people . You will get the desired work done faster. Exaggerating usually is done to get attention, new way of "Marketing your complaint"