A while back we took steps to report about the highly discouraging trend of Axis Bank ignoring telemarketing complaints  and also their regional operations involving in shady acts like engaging touts to threaten complainants. To this one of the official commented me as ‘The customer is a frequent complainant’. We took a strong note of the same and escalated it back to Department of Financial Services (Banking Division) and we got the response from Nodal Officer indicating that the officer who responded that comment was in fact wrong in doing so. Here are the narrations.

We hope corporates ensure their employees exericise due care of how to express themselves in public because their gestures often end up embarassing everyone.

12857_offensiveremark 18438_condemn responsefromaxisbank

We all know that bull-fighting has been banned by the Apex court (The Supreme Court of India) following petitions from animal welfare activists across the world. Despite this, a section of people in Avur village of Pudukkottai district in the state of Tamil Nadu  has engaged in setting up a bull fight along with New year celebrations. A few people have also started sharing this as a victory message in running the sport in Whatsapp. The message has been reported to Government of Tamil Nadu vide petition number GOVTN/E/2017/00007.

The message that was captured by the editorial is below:

screenshot_20170102-142337

We forwarded the following suggestion to NHAI on 21st December 2016 vide CpGrams MORTH/E/2016/03975

———————
Dear Team,
I was browsing through Automated Toll Collection and found out that ICICI is offering a service called FastTag which emits RFID at toll plazas and automatically pays the toll without the vehicle need to stop over.
I would like to recommend this to NHAI to give it more publicity and perhaps you can make it ad supported in order to remove the initial fee which will further incentive and make more people adopt it.
That way vehicles will go non-stop, toll plazas will become no-cash and payment will be all-automatic.
For the benefits mentioned in the previous paragraph, I would like to submit this suggestion.
Thanks and Regards,
Deepak Vasudevan
———————
The response that came today from the ministry is found attached.
nhai
Whenever I get a telemarketing call from a bank they say ‘Based on your relationship status …’. At times we might be confused on what types of relationships we had/have. If it is US we can look up for a credit report and savings bank reports operated from third parties. However since CIBIL applies only to credit cards I just thought how about requesting each bank a relationship summary. I had mentioned that the summary should include all closed and active relationships hitherto. This would ensure that no PII has been inadvertently misused by telemarketers/DSA/TSA.
Request sent on 21st December 2016
Here is the status as of now:
  1. Indian Bank. Got a spreadsheet from the branch in 2 days after IndCustomerFirst desk reminded the branch after a day.
  2. ICICI Bank. Responded in three days with an excel sheet in the most recent email address they had on records.
  3. Axis Bank. Other than an auto-responder no response yet.
  4. HDFC Bank. Totally no response.
  5. Standard Chartered. Borrowed ‘Additional Working Days’ two times and waiting for response.
  6. Central Bank of India (After 10 Days)

    download

  7. Citibank. Borrowed ‘Additional Five Working Days’ today.  And after a long delay of 12 days  scribbled the below response on 2nd January 2017.download
  8. IndusInd Bank. Totally no response.

Can this be taken as a measurement of transparency possessed by these banking organisations?

As a gesture of supporting Shri Narendra Modi’s venture against black money we sent out the following petition to PM Cell on 13th November 2016.

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Dear Team,
Our Hon’ble PM has brought a best measure to weed out black money by abolishing 500/1000 rupee notes. However at least in Chennai the following are majorly thriving black money hubs.
  1. Merchants refusing cashless transactions by charging at least 3.5% over and above the bill price. They want everything in cash. And some merchants charge extra for giving receipt too.
  2. Builders force people to pay a percentage in cash and a percentage by cheque (some play here by asking to write a cheque to a different name too).
  3. Auto wallahs are another big source of black money mafia. The Government run complaints helpline is a catastrophic failure and autos continue to fleece passengers with their skyrocketing prices. And incidentally it is said that autos are owned by powerful people and hence a good collection of auto operational revenues reach them.
  4. IRCTC, Government run Bus Booking Services like APSRTC, KSRTC, TNSTC, Electricity Payment Services by TANGEDCO charge higher premium charges for cashless transactions which is a discouraging trend.

Can you kindly look into these too?

———————-
Response to this petition (PMOPG/E/2016/0449522) came on 6th December 2016 as below:
The issue raised in your grievance pertains to Policy matter. Your grievance has been forwarded to JS, TPL-I, RNO: 148-A, Ministry of Finance, Dept of Revenue, North Block, New Delhi -110001, Tel: 011-23092988, for further necessary action.

You might have observed that social media has been a terrific medium of customer support for several enterprises. A few days back there was an article in Telecomtalk regarding BSNL’s endeavor to enhance the social media experience of its users.

But for those who have interacted with BSNL through its social media handles the one gut feeling that they get is whether they are dealing with bots or dumba$$es because of the quality of gibberish scribbling we get from them. I have had these escalated to BSNL Pg Cell via CpGrams vide DOTEL/E/2016/39805 and on 7th November a response (acknowledgement) was obtained from them assuring to resolve the anomalies presented by their social media team.

Petition Sent:

Dear BSNL Team,

  1. I would bring to your kind attention that the BSNL Social Media Team needs to have radical renaissance in tune with the corporate objectives. Currently each division has their own @twitter handles and most of them are not verified. If you compare your rivals like @RelianceJio, @JioCare, @Airtel_Presence, @VodafoneIn, @IdeaCares, @IdeaCellular, @RelianceMobile they all have one or utmost two (one for presence, one for support handling) and both are verified accounts.
  2. Internally they take the responsibility to dispatch to the appropriate calling circle. For example I have sending request a few months to @VodafoneIn and when I was i KA, Karnataka circle used to service me. Now I had NMNPed to Chennai, their tamilnadu circle services the request (from Coimbatore).
  3. Also most of the responses from BSNL Twitter handles are almost like bot responses. A few of the boilerplate texts which we could see are: Sorry your request cannot be processed at present. You are requested to resubmit your Complete information again (80%) Your Grievance has been forwarded to the relevant circle office for resolution. They will keep in touch with you (20%) Sir your request cannot be processed at present however you can tweet with complete detail- Sir pl furnish the tel number for taking necessary action.please contact 22416200 (DGM Chr)
  4. And for tweets you do not need salutations like Sir/Madam. Also please etc can be removed. Because you have only 140 characters and the message alone needs to take priority.
  5. Social Media teams should remember one thing that these are not private docket e request/response but the content is indexed by search engines and visible throughout the world by everyone.

It is not only the enterprise image but the image of the country that is also impacted by the response. This book should be a good start for your social media entrepreneurs: Social Media Marketing by Dan Zarrella.

Thanks and Regards,

Deepak Vasudevan

Response from BSNL:

The ELCOT entrance near Sozhinganallur witnesses a huge surge of traffic particularly during peak hours. And evenings the situation is beyond normal imagination. Crossing the stretch is almost next to impossible. On both sides of the road, the autos and share autos park themselves hap hazard looking and howling for customers. Adding to the woes the two wheelers and cars that exit Elcot complex do not care about signals and/or pedestrians. They just dart out at their own whims and fancies.

A report has been submitted to Chennai Corporation vide complaint number 549AKI on 9th November.

Response on 16th November:

Complaint Messages

Zozn15 Says :

Fri, 11 Nov 2016 10:47 AM


Forwarded To AEDN197 , PLEASE TAKE NECESSARY ACTION

Aedn197 Says :

Wed, 16 Nov 2016 11:10 AM


please contact traffic police

The above issue has been reposted to Government of Tamil Nadu vide CpGrams (GOVTN/E/2016/02773) for delegation to appropriate teams on 29th November 2016.

Another complaint has also been filed vide 193JJI requesting for a pedestrian subway or mini makeshift flyover for the benefit of pedestrians. The request and response of this petition is reproduced below.

 

 

Details of Complaint Need a small overhead crossing near Elcot SEZ service lane because of large number vehicles and pedestrians choking the intersection. I understand constructing a overhead crossing will take a lot of time. How about having the metallic overhead construction like those near perungudi flyover. I think they are makeshift ones and easy to fix

Complaint Messages

Aedn197 Says :

Wed, 16 Nov 2016 11:12 AM


this complaint highways department