Support and Service by Axis Bank
Here I am sharing my worst experience with Axis Bank... I was associated with Citibank for almost 12 year plus... Not even once faced any service or support issues... Unfortunately, it was acquired by Axis Bank... Recently faced a couple of issues... the way they have handled them, made me highly disappointed with their services... Especially the most recent one... With respect to my 'Account Name' change request... There was no issue earlier when my Citibank Account was associated with the EPFO portal... It showed my name as V Rajesh... After acquisition by Axis Bank, my name started reflecting as 'Rajesh V' in the Axis Net Banking portal. So unable to update the Axis bank info i.e. new IFSC code with the EPFO portal, it gets rejected stating name mismatch.
Hence, I tried Axis Netbank Portal to correct my name from 'Rajesh V' to 'V Rajesh'... Unfortunately corrections using 'Driving License and Voters ID' take 48 hours as per their Axis Support agents... When I tried on 27th to 28th Nov 2024, most of the time it was failing to accept any of my proofs... On 29th Nov 2024 again tried with Aadhaar (Instant update, they call in their Axis website)... and I got confirmation email as 'Name Update Successful'... But it didn't get changed on my 'Bank Account', even after 48 hours...
With patience, after 48 hours I reached Chat support, no response for almost 20 mins plus... So called their 'Toll free number' and got connected with Axis Bank support explained the situation and they told me to sync my account, still the same, so again tried placing the request. as per Axis bank agents request using Aadhaar and confirmed it will get updated instantly... Kept the agent on the call.. again followed the step by step instruction in parallel... Now the Axis Netbank portal says...'The names on my Aadhaar and Bank are the same, nothing to change'... If that's the case, why is it not reflecting correctly on my account... For that they don't have any comments... Simply saying to reach a nearby branch they will do from Bank end.
Written about this incident to an Official Axis complaint email ID and also escalated to Nodal about this (Case ID: [protected]). Drawback on your Netbank... But both have said to reach a nearby branch... The funniest part is that one of the Axis agents from the Head office called and updated that... We haven't got any request for a name change... from my end... Secondly I haven't updated Aadhaar to my account. That is the reason my name cannot be verified... So nothing wrong with their end... Reach the nearby Axis branch.
My ultimate question is that:
* As per RBI, for Bank account opening even PAN or Aadhaar is not mandatory... Only you should be citizen of India and address proof is required, incase if your transaction is above 50K, Yes - PAN is mandatory... if that's the case, customer request cannot be denied stating you haven't seed your Aadhaar, so you cannot change your name is against the Indian constitutional/RBI regulations and Aadhaar guidelines etc.
* Secondly, I have done the KYC authentication via Net banking using my Aadhaar and it got verified and confirmed my request for name change is successful, but it's not reflected in my Axis bank account, It clearly shows its issue on their web portal, not on the KYC authentication or with my proofs etc...
Even after explaining, simply refusing to admit their flaws and expecting customers to visit the bank directly is highly unacceptable... Then what is the purpose of having online Net banking/apps... better remove all these support or services and mention these services cannot be done via net banking/apps and we as the AXIS bank don't have sophistication to do so... admit that still we are running our bank IT infrastructure almost 20 year back technology or so...
For simple name correction, even after successful verification by Axis Bank's Net Banking via online with Central govt's database, unable to update customer information on their bank portal, expecting the customer to take permission from his office to visit their bank personally to get it done... Will Axis Employees do the same, if you face a similar issue for their account... with another bank?
Desired outcome: From the case ID: [protected] (Bank should be able to fetch my details)Based on the online KYC authentication cum confirmation, I need my name to be corrected or updated in my account, in the correct format.
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Dear B. Franecki
Thanks for your response...
I hope you haven't got my concern or the point that I am pointing out... Bank has made simpliciation, by introducing new features to enhance their service via online netbanking... I was trying to utilize one of those options and services.
But at the end of the day... it didn't work... When I say... it's not working, please check and fix it... So that every customer will get benefited, but you folks repeatedly... requesting me to visit the bank to get it done manually... Instead of acknowledging the problem, and make it work as it's supposed to work... No need to thank the whistleblower, fix your problem that should be good enough.
Axis Bank's attempt at simplifying the form leasing out names to ATMs is a simplistic name request philosophy that needs to be overhauled. Even after their system verifies successful completion of the task, courtesy of them making ineffective branch visits easy, the task is still incomplete. The noble goals set by net banking that would help clear up the mess that encourages waiting in never-ending queues coming to a point where it becomes an impractical decision.
Here's the personal tip: accompany with this all the paperwork including your sources where you uploaded your proofs of amendment of your names along with emails, memories and cases. Disregard explaining the hindrance faced and how it should stand against the rules established by the RBI, that makes the effort worthwhile. If the ombudsman does not help provide other viable solutions, we will be grateful to Axis and never utter a word of caution regarding their flaws in proficiency.