Varsha Neogi claims IndusInd Bank gave misleading information, disconnected calls twice, and failed to provide supervisor support during a credit card address update query.
Complaint Summary : Varsha Neogi Accuses IndusInd Bank of Poor Service in Credit Card Address Update
| Complainant Name | Varsha Neogi |
|---|---|
| Profession | Zonal HRBP Manager – North India, 11+ Years Experience in Workforce Planning, Performance Management, and HR Alignment |
| Company Complained Against | IndusInd Bank |
| Nature of Complaint | Poor customer service, misinformation, disconnected calls, and lack of escalation in credit card address update |
| Incident Date | August 2025 |
| Initial Issue | Credit card address update query |
| Branch Response | Claimed address was updated successfully |
| Customer Care Response | Stated branch does not handle credit card queries; no supervisor available; calls disconnected twice |
| Resolution Demanded | Accurate customer guidance, prompt supervisor support, and improved service standards |
| Complaint Platform |
Full Complaint Overview
Varsha Neogi, a senior HR professional with over 11 years of experience, has alleged serious service shortcomings by IndusInd Bank during her attempt to update her credit card address.
According to Varsha, she initially visited her nearest IndusInd Bank branch, where she was assured that her address had been updated successfully. However, when she later contacted customer care to verify the update, the floor supervisor, identified as Vicky, stated that branches do not handle credit card queries and that she had been misinformed by branch staff.
During the conversation, her call was suddenly disconnected. She called back, again requested to speak with a supervisor, and waited on hold for 50 minutes. Despite repeated requests, she was told no supervisor was available, and her call was again abruptly disconnected.
The representative then casually advised her to wait 48 hours for a callback further delaying the resolution.
Varsha questioned where a loyal customer of eight years should turn for help when branch staff provide incorrect information, customer care fails to escalate issues, and supervisors are unavailable for nearly an hour.
Key Issues Highlighted
- Branch misinformation regarding credit card address updates.
- No escalation mechanism supervisors unavailable for extended periods.
- Call disconnections during active resolution attempts.
- Long wait times without meaningful progress.
- Lack of relationship manager support despite long-term customer loyalty.
Original LinkedIn Post Reference
Complainant: Varsha Neogi
Profession: Zonal HRBP Manager – North India
Post Date: August 12, 2025
LinkedIn Post URL: Click Here
Frequently Asked Questions (FAQs)
1. Can IndusInd Bank branches update credit card addresses?
Credit card address updates are generally processed through the bank’s credit card division or customer care, not regular branches. However, branches should guide customers correctly.
2. What should I do if branch staff misguide me?
Request a written acknowledgment of your query and escalate to the branch manager or bank’s grievance redressal officer.
3. How can I escalate a credit card issue in IndusInd Bank?
You can escalate to the Credit Card Grievance Officer, the Nodal Officer, and finally to the Banking Ombudsman if unresolved.
4. Is it common for supervisors to be unavailable for long durations?
No, standard service guidelines expect supervisors to be accessible within a reasonable time for escalations.
5. What can be done if calls are disconnected repeatedly?
Document the call logs, take screenshots, and file a formal complaint with the bank’s grievance department.
6. How long does it take to update a credit card address?
It typically takes 7–10 working days once all documents are received and verified.
7. What documents are required for a credit card address update?
Valid address proof such as Aadhaar, Passport, Voter ID, or utility bills not older than three months.
8. Can I update my IndusInd Bank credit card address online?
Yes, address updates can be requested through IndusInd Bank’s net banking portal or mobile app.
9. What should I do if there is no relationship manager assigned?
Contact the bank’s customer care directly or use their online grievance form.
10. How to verify if my address update request was processed?
Request a confirmation email or letter from the bank once the update is completed.
11. Can customer care refuse to transfer a call to a supervisor?
While temporary unavailability may occur, repeated refusals are against customer service norms.
12. What is the maximum callback time allowed by banks?
Most banks commit to responding within 48 hours, but urgent matters should be handled immediately.
13. Can Choice4Voice.com assist in such banking complaints?
Yes, by publishing complaints publicly to create pressure for faster resolutions.
14. What is IndusInd Bank’s grievance redressal escalation matrix?
Level 1: Customer Care → Level 2: Nodal Officer → Level 3: Banking Ombudsman.
15. Is it mandatory for banks to record calls?
Yes, all customer care calls are recorded for quality and compliance purposes.
16. Can I request a copy of my recorded calls with the bank?
While banks may not always share raw recordings, you can request transcripts for dispute resolution.
17. What is the role of the Banking Ombudsman in such cases?
The Banking Ombudsman handles unresolved banking complaints free of cost.
18. How can customers avoid similar issues in the future?
Always confirm the correct department for your query and maintain written communication wherever possible.
19. Does the RBI regulate credit card customer service standards?
Yes, RBI mandates fair treatment and timely resolution of all customer grievances.
20. Should customers maintain written proof of all service interactions?
Absolutely emails, chat logs, and acknowledgment receipts help strengthen any complaint.
Conclusion
Varsha Neogi’s case highlights gaps in communication and accountability within IndusInd Bank’s customer service system. Misinformation, long wait times, and unavailability of supervisors not only cause frustration but undermine customer trust especially when the customer is a long term account holder.
If you have faced similar banking service issues, submit your story at Choice4Voice.com to help push for higher service standards and accountability.
