I have been charged wrongly in my credit card bill. The helpline claims it to be system error. What should be my line of action?
Do you have a verbal confirmation or a written one from the helpline regarding the system error claim? A verbal claim may not hold any good so if you think you have been charged wrongly the
first step is to ensure you have all documentation in place. Then initiate a correspondence with the bank and keep a record of all your communications. Usually if the unwanted charges were on account of any system error, they are resolved once you initiate a written communication with the bank.
If the bank doesn’t refund your money, you can write to the Banking Ombudsman. The Banking Ombudsman Scheme enables people/customers to file their complaints to resolve banking issues they face. The Banking Ombudsman Scheme was introduced in 2006 with the objective of enabling resolution of complaints relating to certain services rendered by banks and to facilitate the satisfaction or settlement of such complaints.
The Banking Ombudsman is a person appointed by the Reserve Bank of India, who has quasi-judicial (tribunal board which has legal powers) authority.
All commercial banks, regional rural banks, co-operative banks, and public sector and nationalised banks are covered under the Ombudsman scheme. In fact, many popular banks like SBI have set up a dedicated system to address online complaints. Presently, there are 15 banking Ombudsmen who have been appointed with offices, most of which are in the state capitals. You can find the contact details and addresses of the offices of the Ombudsman, located across the country here.
You can approach the Banking Ombudsman if
You have not received a reply from your bank within one month from the date of receipt of complaint by the bank OR
The bank has rejected your complaint OR
You are not satisfied with bank’s reply
How to file an online complaint with the RBI Banking Ombudsman?
In order to file an online complaint with the RBI Ombudsman, follow these steps:
Log on to the official website and submit the details of your complaint (https://secweb.rbi.org.in/BO/precompltindex.htm)
Upload the complaint letter explaining the problem
Upload any supporting documents to support your complaint
Insert copy of the original complaint written to the concerned bank
Also, insert copy of the response received from the concerned bank
All these documents need to be uploaded on the website in pdf or .txt format only
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