Digital payments issues

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Main issue is call centers with non-trained freshers and with standardised stereo type replies given to them by organisations. If one ask more clarification, they are unable to answer and say they will raise the request to seniors. If we ask the contact numbers of PRO, Operation Manager, GM etc, the standard answer is that they do not have or they are instructed not to give. There is no mechanism to follow up the service request given to them. Every time to contact the call center for follow up of an issue, different officials attend and we need to start from scratch and every one's reply differ from others. This is the same case with email complaints also which are replied by different officials without going through the trail mails. Have bitter experience with SBI card that also for fraudulent transactions happened recently. more  

I have the same horrible experience with Birla Sunlife. They don't respond to my queries, don't provide info about my fund value etc....Only interested in getting more/new business by fraud, misinformation, cheating..... more  

Dear Mr. Sunil your points are valid to a great extent (but I guess they do ot pertain to digital payment issues ). I would further like to add to it of probably address some of those points: 1. there is a very clear complaint management system with each company which includes an escalation mechanism. However as rightly pointed out by you that complaint management system is very dis organized. Here probably IRDA which publishes an annual report on all insurance companies ranking them needs to make the ranking parameters more visible to the customers besides just the "claim ratio" 2. I have not insured myself and have been for the last 6 years contemplating on the same - somehow I am not confident if I insure myself would my family get what is due to them or would the insurer play the smart game of "target based claim approval". 3. Technology should be leveraged taking into consideration the vast population of India, the languages and the literacy factor besides the most important factor - human touch. Indian are more used to and shall continue to prefer "human touch" over technology with one of the prime reasons being technology to a great extent is not able to address the problems or provides solutions to customer queries/problems 4. On telecom bills...well it is better you move over to mobile since even mobile serves the purpose ...probably more than landline (especially BSNL & MTNL) where complaints go unanswered and the customer when wanting to surrender the connection has to go with the handset to the office of MTNL/BSNL. more  

New recruits are not trained properly.This results in making crucial mistakes.Many a times Seniors are not available with the result you can not get any clarification or clear your doubt. more