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Submit your complaint →Bibhudatta Sahu, a Documentation Manager at Freshworks, has raised a complaint against Axis Bank for repeatedly sending hard copy bank statements despite multiple deactivation requests. Even after four branch visits and several confirmations, the issue remains unresolved. Choice4Voice.com investigates this case and explains how customers can legally stop unwanted hard copy statements from banks.
Axis Bank Ignored Repeated Requests to Stop Hard Copy Statements, Says Customer Bibhudatta Sahu
Author Details
Complainant Name: Bibhudatta Sahu
Verified Profession: Documentation Manager at Freshworks
Location: Whitefield, Bangalore
Complaint Platform: LinkedIn
Complaint Type: Service Negligence / Unresolved Request
Bank Involved: Axis Bank
Branch: Channasandra, Whitefield
Status: Pending Resolution
Complaint Summary Table
| Details | Information |
|---|---|
| Complainant | Bibhudatta Sahu |
| Bank | Axis Bank |
| Branch | Channasandra, Whitefield, Bangalore |
| Complaint Type | Non-compliance with deactivation request |
| Issue Duration | 4 months |
| Customer Request | Stop hard copy account statements |
| Bank Response | Repeated confirmations but no action taken |
| Customer Efforts | 4 branch visits, multiple calls |
| Status | Still receiving hard copy statements |
Complaint Overview
Mr. Bibhudatta Sahu, a senior professional at Freshworks, expressed frustration with Axis Bank’s negligence after repeated requests to stop the physical delivery of his monthly bank account statements were ignored.
Despite visiting the Axis Bank branch in Channasandra, Whitefield (Bangalore) multiple times, and receiving confirmation from staff that the feature had been deactivated, he continues to receive hard copy statements every month.
His post highlights poor internal coordination, lack of digital transparency, and disregard for customer convenience especially when the complainant never opted for hard copies in the first place.
Complainant’s Statement
“Dear Axis Bank, is it so difficult for you to stop sending hard copies of my bank statement every month?
I have visited your Channasandra, Whitefield branch at least 4 times. Every time they call a senior and assure me it’s deactivated. Yet, I still receive hard copies.
Why are you so interested in sending me hard copies?”
— Bibhudatta Sahu, Documentation Manager, Freshworks
Choice4Voice.com’s Investigation
After reviewing the complaint, Choice4Voice.com found clear evidence of repeated service failure by Axis Bank. The issue, though seemingly minor, reflects a larger systemic lapse in customer service processes and data synchronization between Axis Bank’s core banking system and mailing vendor.
Despite verbal assurances from bank representatives, the opt-out request for physical statements was never executed effectively, leading to a continuous violation of the customer’s consent preferences.
Key Issues Identified
- Non-compliance with customer’s written request to stop hard copy statements.
- Failure in service execution even after multiple confirmations by branch staff.
- Inconvenience and paper wastage, against sustainability commitments.
- Lack of escalation or acknowledgment despite repeated visits.
What Axis Bank Should Have Done
According to RBI’s “Master Direction on Customer Service in Banks (2015)”, banks must:
- Provide digital statements as the default option unless a customer specifically requests printed copies.
- Acknowledge and confirm service requests within seven working days.
- Update internal systems and vendor databases immediately to reflect customer preferences.
Axis Bank’s failure to comply with these norms constitutes deficiency in service under the Consumer Protection Act, 2019.
Legal and Regulatory Framework
| Regulation / Act | Provision Violated | Details |
|---|---|---|
| RBI Master Direction (Customer Service in Banks, 2015) | Clause 7.3 | Banks must ensure digital statement opt-in options and immediate preference updates. |
| Consumer Protection Act, 2019 | Section 2(11) | Deficiency in service due to failure to act on legitimate requests. |
| Right to Privacy (Article 21) | – | Continuous delivery of personal bank statements without consent may violate privacy. |
| Environment (Protection) Act, 1986 | – | Unnecessary paper statements contradict environmental sustainability goals. |
How Choice4Voice.com Can Help
Choice4Voice.com assists customers like Mr. Sahu in the following ways:
- Verifying and publishing genuine complaints to create accountability.
- Guiding victims on how to escalate their complaint formally.
- Connecting with consumer rights authorities and digital grievance cells.
- Providing pre-drafted complaint templates for quick legal action.
How to Stop Hard Copy Statements Legally
1. Send a Written Email Request
Email To: grievanceofficer@axisbank.com
Subject: Request to Stop Physical Account Statements
Template:
Dear Axis Bank Team,
I am writing to formally request the discontinuation of physical bank account statements for my account. I have visited your branch multiple times, and despite verbal confirmation, I continue to receive printed statements.
Kindly process this request immediately and send me a written acknowledgment confirming the update in your system.
Regards,
[Your Full Name]
[Registered Email ID]
[Account Number – Last 4 digits]
2. Lodge a Complaint on Axis Bank’s Online Portal
Visit: https://www.axisbank.com/support
Select: “Raise a Request” → “Account Statement” → “Discontinue Physical Statements”
3. Escalate to Axis Bank’s Nodal Officer
If unresolved after 30 days, email: nodal.officer@axisbank.com
Attach previous communication for escalation.
4. File a Complaint to RBI Ombudsman
If Axis Bank fails to act within 30 days, file a complaint at
🔗 https://cms.rbi.org.in
Mention violation of RBI Customer Service Guidelines and Consumer Protection norms.
Departments & Authorities to Approach
| Authority | Purpose | Official Website |
|---|---|---|
| Axis Bank Grievance Redressal | Internal escalation | https://www.axisbank.com/support |
| RBI Ombudsman | Non-compliance by bank | https://cms.rbi.org.in |
| National Consumer Helpline | File consumer complaint | https://consumerhelpline.gov.in |
Choice4Voice.com’s Recommendations for Axis Bank
- Immediately stop sending hard copies to the complainant.
- Introduce transparent digital opt-out controls in mobile and web banking.
- Ensure backend system sync between branch and print vendor databases.
- Train branch staff to issue written acknowledgments for service changes.
- Adopt eco-friendly communication policies consistent with ESG goals.
Conclusion
The case of Mr. Bibhudatta Sahu vs Axis Bank demonstrates how even routine service requests can become long-standing issues due to process inefficiencies and lack of accountability.
Despite multiple follow-ups, Axis Bank failed to act, causing inconvenience, privacy risks, and environmental wastage. The situation reflects the need for Indian banks to digitize processes responsibly and respect customer consent preferences.
Choice4Voice.com urges Axis Bank to promptly resolve the issue and ensure that such administrative negligence is not repeated in future.
Q&A Section
Q1. What is the complaint against Axis Bank by Bibhudatta Sahu?
A. He complained that Axis Bank continues to send hard copy statements despite repeated deactivation requests.
Q2. How many times did the customer visit the Axis Bank branch?
A. He visited four times over four months, yet the issue remains unresolved.
Q3. Which Axis Bank branch is involved in this complaint?
A. The Channasandra branch, Whitefield, Bangalore.
Q4. What is the RBI rule regarding physical account statements?
A. Banks must honor customer preferences and provide digital statements unless hard copies are requested.
Q5. Can customers stop hard copy statements from Axis Bank?
A. Yes, through written requests, online service options, or by contacting the bank’s grievance officer.
Q6. What is the grievance email for Axis Bank?
A. grievanceofficer@axisbank.com
Q7. Can a bank continue sending physical statements without consent?
A. No, it is a violation of RBI’s Customer Service Direction.
Q8. What legal action can customers take?
A. File a complaint with the RBI Ombudsman or Consumer Forum for service deficiency.
Q9. Does Axis Bank charge for physical statements?
A. Yes, in many cases, banks may charge extra for printed statements.
Q10. How long does Axis Bank take to process service requests?
A. Typically within 7–10 working days.
Q11. What should customers include in their written complaint?
A. Account details (last 4 digits), request description, and previous communication records.
Q12. What is the RBI Ombudsman website?
A. https://cms.rbi.org.in
Q13. Can I complain about privacy concerns to RBI?
A. Yes, if personal statements are sent without consent, it may qualify as a privacy breach.
Q14. Can this issue be raised under the Consumer Protection Act?
A. Yes, as deficiency in service and harassment.
Q15. What steps should Axis Bank take now?
A. Stop sending hard copies, issue an apology, and confirm preference update in writing.
Q16. What is the environmental concern in this case?
A. Unnecessary printing and paper wastage go against sustainable banking practices.
Q17. How can customers check their Axis Bank statement online?
A. Through the Axis Mobile App or Internet Banking portal under “Accounts > e-Statement.”
Q18. What is the customer helpline for Axis Bank?
A. 1860 419 5555 (official helpline as per Axis Bank’s website).
Q19. What is the escalation period before approaching RBI?
A. 30 days from the date of complaint submission to the bank.
Q20. How does Choice4Voice.com help in such cases?
A. It verifies the complaint, raises awareness, and guides customers through proper legal and regulatory channels.
