If you’re experiencing this problem with this brand or any other company, submit your complaint and we may feature it on Choice4Voice.com.
Submit your complaint →Advocate and CSR professional Venod Nayak accuses Axis Bank of unethical and unprofessional complaint handling. Despite escalation to MD’s office, no resolution was provided. Learn how Choice4Voice.com helps consumers file banking complaints under RBI guidelines.
Complaint Summary : Axis Bank Customer Alleges Unethical and Unprofessional Behaviour in Complaint Handling
| Field | Details |
|---|---|
| Customer Name | Venod Nayak |
| Occupation | Advocate, MD – Bharathaksha Foundation, Strategy Consultant |
| Complaint Type | Unethical Conduct / Poor Customer Support |
| Company/Brand | Axis Bank |
| Product/Service | Bank Account / Grievance Handling |
| Date of Incident | 18 September 2025 (email received from Axis Bank) |
| Company’s Response | Email acknowledgment from Axis Bank (Mustafa Hirani, MD’s desk) stating more time needed, but no further follow-up |
| Nature of Complaint | Lack of communication, negligence in handling complaint, and unprofessional conduct by Axis Bank officials |
Full Case Summary
Venod Nayak, an advocate and corporate professional known for his work in social innovation and sustainability, has publicly called out Axis Bank for what he describes as a pattern of unethical, irresponsible, and harassing behaviour in its customer grievance process.
According to Venod, Axis Bank officials have repeatedly demonstrated a lethargic attitude towards resolving his issue. He mentioned that after several follow-ups, the bank finally responded on 18th September 2025, with an email signed by Mustafa Hirani from the Managing Director’s desk, stating that the bank required more time to resolve the issue.
However, after that email, no further communication or update was provided. This complete silence from the bank has led the complainant to believe that Axis Bank is deliberately ignoring customer complaints, even after official acknowledgment from senior management.
Venod sarcastically referred to Axis Bank as “Axe Is Bank”, highlighting his frustration with their non-responsive and unprofessional approach.
He further encouraged other dissatisfied customers who have faced similar treatment to email the bank’s escalation address (response.escalated@axisbank.com) and raise their concerns publicly on social media, using the phrase #GetWellSoonAxisAmitabhC — a pointed reference to Axis Bank’s MD & CEO Amitabh Chaudhry.
Customer’s Allegations Against Axis Bank
The complainant’s main points include:
- Unethical and irresponsible conduct by Axis Bank representatives.
- Failure to communicate updates even after escalation to senior officials.
- Repeated harassment and negligence in addressing genuine complaints.
- Lack of accountability despite public attention on social media.
Venod claims that the Managing Director’s office itself is either unaware or uninterested in ensuring proper customer grievance redressal.
Legal and Regulatory Aspects
The complaint potentially violates multiple banking and consumer protection regulations, including:
1. RBI Banking Ombudsman Scheme (Now part of the Integrated Ombudsman Scheme, 2021)
Banks are required to resolve customer complaints within 30 days. Failure to respond or delay in communication is a violation of RBI’s grievance redressal guidelines.
2. Consumer Protection Act, 2019
Unethical handling of complaints and mental harassment due to negligence can be categorized as deficiency in service.
3. Misrepresentation and Non-Transparency
A bank failing to provide clear status updates after committing to resolve an issue can be considered non-transparent conduct, actionable under RBI and CCPA (Central Consumer Protection Authority) norms.
How Choice4Voice.com Can Help
Choice4Voice.com is India’s growing consumer-advocacy platform that assists customers in raising their voices against corporate negligence.
For cases like Venod Nayak’s complaint against Axis Bank, Choice4Voice.com can:
- File a formal grievance escalation to Axis Bank’s Nodal Officer.
- Prepare and submit a case to the RBI Ombudsman if no resolution is provided within the regulatory time frame.
- Offer pre-drafted legal templates and guidance for affected customers to pursue justice.
- Increase public awareness by featuring verified complaints online and through social media engagement.
Departments and Authorities Where Legal Action Can Be Filed
- RBI Banking Ombudsman (Integrated Ombudsman Scheme 2021) – For negligence and poor grievance redressal.
- Consumer Forum (District or State Commission) – For mental harassment and service deficiency.
- Ministry of Finance (Department of Financial Services) – For unethical banking practices.
- Cyber Crime Division (if communication involves digital fraud) – To investigate misuse of customer data or emails.
Step-by-Step Complaint Escalation Process
- Email Axis Bank’s official grievance address: response.escalated@axisbank.com.
- If no response within 30 days, file a complaint at RBI Ombudsman Portal.
- Attach all supporting documents including the initial acknowledgment email from the bank.
- If still unresolved, escalate the matter to the Consumer Forum under “Deficiency in Banking Service.”
- Finally, share your story through Choice4Voice.com for public awareness and faster resolution.
About Axis Bank
Axis Bank Ltd., one of India’s leading private sector banks, is known for offering retail, corporate, and digital banking solutions. However, multiple customers have raised concerns over poor customer support and slow grievance resolution in recent years.
Public complaints like Venod Nayak’s highlight the urgent need for Axis Bank to improve its transparency, accountability, and communication standards.
Conclusion
This case highlights a serious lapse in customer service and internal communication at Axis Bank. When even escalations to the MD’s office are ignored, it raises questions about the effectiveness of the bank’s grievance redressal mechanism.
Choice4Voice.com urges Axis Bank to take immediate corrective measures, respond to the complainant, and ensure that no customer has to resort to public campaigns for attention.
Banks are custodians of public trust and that trust must not be taken for granted.
Q&A
Q1. Who filed the complaint against Axis Bank?
Advocate and CSR professional Venod Nayak filed the complaint.
Q2. What is the main issue reported?
Unethical and unprofessional handling of a grievance by Axis Bank officials.
Q3. When did Axis Bank last respond to the complaint?
On 18th September 2025, via email signed by Mustafa Hirani from MD’s desk.
Q4. What was the response from Axis Bank?
They stated they needed more time to resolve the issue but provided no further communication.
Q5. Who is the current MD & CEO of Axis Bank?
Amitabh Chaudhry.
Q6. What laws apply in such cases?
The Consumer Protection Act, 2019 and RBI Ombudsman Scheme, 2021.
Q7. How long should a bank take to resolve a complaint?
Within 30 days, as per RBI guidelines.
Q8. Can Axis Bank be penalized for negligence?
Yes, RBI can issue directives or monetary penalties for repeated negligence.
Q9. How can a consumer escalate a bank complaint?
Through RBI’s Complaint Management System (CMS).
Q10. Can mental harassment be claimed in banking disputes?
Yes, under the Consumer Protection Act as deficiency in service.
Q11. What email can be used to contact Axis Bank for escalation?
response.escalated@axisbank.com.
Q12. How can Choice4Voice.com assist in such cases?
By helping consumers file complaints with RBI and publishing verified cases online.
Q13. What is the RBI Ombudsman’s official website?
https://cms.rbi.org.in.
Q14. What documents are needed for filing?
Complaint copy, acknowledgment from Axis Bank, and identity proof.
Q15. Can a customer demand compensation?
Yes, for harassment or delay in service.
Q16. Who is accountable for delayed responses?
The bank’s Nodal Officer and internal grievance redressal team.
Q17. Is public posting of complaints effective?
Yes, it increases visibility and pressure for resolution.
Q18. Can RBI suspend a bank’s license?
Only in extreme cases of systemic misconduct.
Q19. What’s the role of the MD’s desk in complaints?
To ensure escalation cases receive priority handling and prompt closure.
Q20. What lesson does this case highlight?
The need for banks to maintain transparency, communication, and respect in customer relations.
