SBI MOBILE BANKING: MONEY NOT REFUNDED FOR FAILED TRANSACTON

[b_roy]

Friends, here is a really upsetting experience with SBI. I generally recharge my mobile/friend's mobile using SBI mobile banking. More than a month ago I tried to top up a BSNL no with Rs. 100/- . It failed and received an sms with a code and a message like this "your request is timed out. contact your branch after 7 days if the service is not fulfilled and amount not reversed. code =934" I also got a separate'Tid' for each case. I again tried to top up the same no. as there was urgency and I got the same result. In both these cases the money was debited and thus total Rs. 200/- was debited. I visited the Bank before seven days for some other work and I inform them the matter. But the branch said that they have no idea about Mobile Banking and they are not in a position to help in this regard. Then I contacted the help line and they asked me to contact the kolkata office and provided some no. But in spite of my repeated attempt I could not be connected with them (no one received the phone though I called in the office hours). However I send an email at the address provided in SBI website for problem regarding Mobile Banking. I received no response. Then I submitted an online complaint. And this time I got an acknowledgement mail with a complaint no from SBI... and after that almost a month is elapsed but I have not got any answer. Now what should I do ? should it be taken to consumer forum? It will not be possible to visit offices (for lack of time and it will actually cost much more than what already lost)? Is it possible to make consumer complaint online?
Please guide my friend so that I can use the technology of mobile Banking more freely without the fear of any hassle.
Thanks in advance...

[som]

Hi friend. i also use Mobile banking (SBI Freedom) but never faced such problem. The procedure you followed seems correct. You may further contact the helpline and ask their attention on your complain. However you may have a look at the link below for online consumer forum. Though I am not sure about its prospects. http://www.consumerforums.in/lodge-a-complaint

[asif]

I have SBI net banking facility for more than 3 years which I am enjoying very happily. In many occasion (mobile recharge, IRCTC ticket booking) while online payment, connection was timed out. But in each case a refund occurred within 12-48 hrs. I had to never complain anybody. This was about onlinesbi.com - the best net banking facility in India.
I don't have mobile banking facility, but was thinking for getting one. Now, I think I should not go or that. Its really painful if somebody have to go through the above process from his busy schedule in these days.
@ b_roy: You may lodge a complaint at http://www.consumercourt.in

[b_roy]

@ asif: I'll say that you should go for the mobile banking service because one or two problem should not be given so much importance. we can fight against them to get better service. I'm sill using the service with out problem though i'm upset with the experience I have had as a customer. On the other hand I encourage my friends to opt for the service so that I can get a scope to learn about the service more from them. And I think if conscious persons like you go for this the Bank will have to provide better service.

[som]

I an agree with you B.Roy. Its a good service of S.B.I. and we should take its advantages. However, I contacted the helpline to help you and had a long discussion with the representative. I told him all the fact and requested him to suggest something so that we can keep faith on S.B.I. He apologized and told the following trick. Send an SMS writing " UN HAPPY" to 8008202020. You will receive a call from some superior officer at the earliest. Wish you all the best.

[b_roy]

@ Som: Thanks friend for your effort to help me. I believe this kind of effort will give this forum an important position in our life. However I tried to find out the status of my complaint this afternoon and surprisingly get the result "no record found". It was really shocking. Then I tried to think on the other way and instead of make a call at the helpline. I send the "UNHAPPY" sms from my registered mobile no. and I received a reply sms that say I'll get a call back shortly and I'm also provided with an index no. But I'm yet to receive a call. I'm yet to register a complaint at the addresses provided by you ans Asif. actually I'm waiting to hear what SBI have to say before I move further and I'm also not sure how far my a/c account should be disclosed at these public forum and I'm thinking to lodge my complaint with http://pgportal.gov.in portal. I'm waiting for more suggestion from all of my friends in this forum.
Should the sms be "UNHAPPY" instead of "UN HAPPY" ?

[som]

Yes. It should be "unhappy" or "UNHAPPY" without space. Keep patience dear friend. You will be taken care of within 48 hrs. However, You may click the link below to know more about the "unhappy" system. http://www.hindustantimes.com/business- ... 75882.aspx

[kayshikr]

For banking related grievances, the best place to lodge your complaint with is Banking Ombudsman. You may try this after your options with SBI are exhausted and before going to any consumer court or any court of law, if you wish so.

[som]

Is there any progress of the matter?

[b_roy]

Thanks Som for your post. I got a call from a representative of SBI the next day I sent the SMS. I told him all the things and he agreed to lodge a complaint and I asked if there is any thing to do from my end. He said nothing... I asked for the complaint no. he said no new complaint no will be be provided the Index no I received when I sent the sms will be enough but I have not got any response after that. Is the 48 hrs time line to attend the customer or to solve the problem? Please guide...