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Submit your complaint →Premium customer Irshad Saifi alleges HDFC Infinia SmartBuy points redemption failure and 15 days of unresolved follow-ups. Complaint details, legal remedies, and how Choice4Voice.com can help.
Complaint Summary : HDFC Infinia SmartBuy Redemption Complaint: Irshad Saifi Alleges Poor Customer Service
| Details | Information |
|---|---|
| Complainant Name | Irshad Saifi |
| Not disclosed | |
| Company/Brand | HDFC Bank |
| Complaint Type | Failed Redemption / Poor Customer Service |
| Product/Service | HDFC Infinia SmartBuy |
| Order ID | 6669917581059418242 |
| Case Number | HDFC-3123267 |
| Issue Description | Only 100 points deducted instead of full redemption, order not cancelled despite immediate request, unresolved even after 15 days of follow-ups |
| Date of Incident | September 2025 |
| Company’s Response | Standard “wait 24–48 hours” response, no ownership |
| Additional Notes | Premium product promised, but customer reports careless service, broken trust |
Full Complaint Write-Up
Irshad Saifi, a global business leader and premium HDFC Infinia cardholder, shared his negative experience with HDFC Bank’s SmartBuy platform.
While redeeming his reward points, the system deducted only 100 points instead of the full balance for a product purchase. Realizing the error, he immediately called the helpdesk within two minutes and requested cancellation.
However, despite his proactive response, the issue remained unresolved:
- 15 days of follow-ups without closure.
- Multiple cases opened, yet no concrete resolution.
- Repeated responses: “Please wait 24–48 hours.”
- No escalation handling, no ownership, and no callback.
Mr. Saifi emphasized that premium banking isn’t about just offering a premium card — it’s about delivering trust, accountability, and timely service. He highlighted that when flagship products like HDFC Infinia fail to meet expectations, it damages customer trust across all tiers.
The unresolved issue raises a serious concern about how HDFC treats its premium customers and whether its brand promise matches reality.
How Choice4Voice.com Can Help
Choice4Voice.com acts as a consumer advocacy platform ensuring that complaints like these get visibility and force companies to take action. In this case:
- We amplify Mr. Saifi’s voice across our website and LinkedIn to demand accountability from HDFC.
- We provide legal options and ready-to-use complaint templates to help escalate the issue.
- We guide consumers in filing complaints with regulators like RBI Ombudsman, Consumer Forum, and Banking Grievance Cells.
Applicable Legal Remedies
Irshad Saifi, and other consumers facing similar issues with banks, can pursue the following:
- RBI Banking Ombudsman Complaint
- Grounds: Deficiency in banking service, wrongful debit of points, non-redressal.
- Consumer Protection Act, 2019
- File a case in District Consumer Disputes Redressal Commission for deficiency in service.
- Banking Codes and Standards Board of India (BCSBI)
- Report violation of customer service codes.
- Legal Notice to HDFC Bank
- Demand resolution with compensation for harassment.
- Escalation to TRAI (if excessive follow-up calls are involved)
Pre-Drafted Complaint Templates
1. RBI Ombudsman Complaint (Email/Online)
Subject: Complaint Against HDFC Bank – Failed Redemption & Non-Resolution
Dear Sir/Madam,
I am filing a complaint against HDFC Bank regarding my HDFC Infinia SmartBuy redemption. Despite immediate request, my order (ID: 6669917581059418242, Case No: HDFC-3123267) was not cancelled. Multiple follow-ups have failed to resolve the issue. This amounts to deficiency in service. I request your intervention under RBI Ombudsman Scheme.
2. Consumer Forum Petition
- Clearly state the facts: failed redemption, 15 days harassment, lack of resolution.
- Claim compensation for mental stress and financial inconvenience.
3. Bank Grievance Escalation Email
Subject: Urgent – Escalation of Pending SmartBuy Redemption Case
Dear HDFC Grievance Officer,
I wish to escalate my unresolved complaint regarding SmartBuy redemption failure. Despite multiple follow-ups, no ownership has been taken. Kindly provide resolution at the earliest.
Brand Background – HDFC Bank
- Founded: 1994
- Headquarters: Mumbai, India
- Flagship Cards: Infinia, Regalia, Diners Club
- SmartBuy: Rewards redemption and partner offers platform
HDFC Infinia is marketed as an exclusive premium product with luxury benefits and top-tier service guarantees. Complaints such as this challenge the credibility of those claims.
Official Contact Information – HDFC Bank
- Website: www.hdfcbank.com
- Grievance Redressal: HDFC Grievance Redressal Page
- Nodal Officer Email: customerservices.head@hdfcbank.com
- RBI Ombudsman Portal: https://cms.rbi.org.in
Frequently Asked Questions (Q&A)
1. What is HDFC Infinia SmartBuy?
SmartBuy is HDFC Bank’s online platform for redeeming reward points for travel, products, and gift vouchers.
2. What issue did the complainant face?
The system deducted only 100 points instead of the full redemption, and despite immediate cancellation requests, the issue was not resolved.
3. How long has the complaint been pending?
The complaint has remained unresolved for more than 15 days despite multiple follow-ups.
4. Why is this a case of deficiency in service?
Because HDFC failed to provide timely resolution, ignored escalation, and did not act on the customer’s immediate cancellation request.
5. Can customers escalate such cases to RBI Ombudsman?
Yes. Under the RBI Ombudsman Scheme, unresolved complaints related to credit cards, reward redemption, and poor customer service can be escalated.
6. What rights do premium customers have?
Premium customers are entitled to faster grievance handling, transparency, and priority redressal.
7. What legal action can be taken against HDFC Bank?
Customers can file cases under the Consumer Protection Act, approach RBI Ombudsman, and even seek compensation for harassment.
8. What documents are needed for complaint filing?
Order ID, case number, communication records, and screenshots of follow-ups.
9. How long does the Consumer Forum take to resolve such cases?
Generally, 3–6 months for initial hearings, depending on the workload of the District Commission.
10. How does Choice4Voice.com support complainants?
By amplifying cases publicly, drafting complaint templates, and guiding customers on filing with regulators.
11. Is SmartBuy reliable for reward redemptions?
While many users find it convenient, repeated complaints highlight system glitches and poor follow-up support.
12. Can reward points wrongly deducted be refunded?
Yes. Banks are legally obligated to reverse wrongful deductions.
13. What is the grievance escalation matrix at HDFC?
Step 1: Customer Care → Step 2: Grievance Redressal Officer → Step 3: Principal Nodal Officer → Step 4: RBI Ombudsman.
14. Does HDFC guarantee premium experience for Infinia users?
Yes, but this case shows a gap between promise and actual delivery.
15. Can such negligence be considered unfair trade practice?
Yes, under the Consumer Protection Act, misrepresentation of premium services may be treated as unfair trade practice.
16. What compensation can be claimed?
Customers can claim monetary compensation for harassment, time loss, and emotional stress.
17. Is tagging bank officials on LinkedIn effective?
Yes. Public exposure often compels companies to respond faster.
18. How can repeated complaints damage HDFC’s brand trust?
It undermines the credibility of premium products like Infinia, causing customer dissatisfaction.
19. Can TRAI be involved in such complaints?
Only if persistent unwanted promotional calls are also part of the harassment.
20. What preventive steps should customers take when redeeming SmartBuy points?
- Always take screenshots of redemption confirmation.
- Immediately escalate if the deduction is incorrect.
- Track complaint numbers carefully.
Author
Complainant: Irshad Saifi
(Global CDIO, Transformation Leader, Ex-Citibank & Sun Pharma)
