A Deloitte Senior Consultant, Aayush Eklavya, has raised serious concerns against Axis Bank’s Principal Nodal Officer, alleging repeated irrelevant responses to his complaint since 2nd August. Read the full complaint details, implications for consumers, and answers to the most frequently asked questions about banking grievance redressal in India.
Complaint Summary
| Detail | Information |
|---|---|
| Complainant Name | Aayush Eklavya |
| Designation | Senior Consultant @ Deloitte |
| Bank Involved | Axis Bank |
| Department Concerned | Principal Nodal Officer |
| Issue Raised | Irrelevant and copy-paste replies instead of genuine resolution |
| Date Complaint Started | 2nd August |
| Current Status | Unresolved as of now |
| Customer Expectation | Meaningful response, accountability, and solution |
| LinkedIn Source | View Original Post |
Full Complaint Write-Up
Aayush Eklavya, a Senior Consultant at Deloitte, has come forward on LinkedIn to highlight his frustrating experience with Axis Bank’s grievance redressal system.
Since 2nd August, he has been reaching out to Axis Bank’s Principal Nodal Officer the highest escalation authority within the bank expecting a professional and effective response. Unfortunately, instead of addressing the core issue, the bank has repeatedly sent irrelevant, copy-paste template replies.
According to Mr. Eklavya, the responses are so disconnected from his actual query that it feels like his emails were not even read properly. He states:
“Every single response I’ve received is completely irrelevant to my actual question as if my emails were never even read. Instead of solving the problem, they’ve been sending generic copy paste replies that insult the very idea of ‘customer support.’”
This raises a very serious question: If the Principal Nodal Officer, who is supposed to be the final point of escalation, fails to address grievances properly, where does the consumer go for justice?
Mr. Eklavya also raised concerns about the competency of Axis Bank’s grievance handling team, asking:
“What exactly is the qualification required to become a Principal Nodal Officer? Because reading and understanding basic English clearly isn’t part of it.”
The incident has left the complainant and possibly many other Axis Bank customers feeling helpless, ignored, and disrespected.
This complaint highlights broader concerns about accountability, professionalism, and consumer protection in India’s banking system.
Frequently Asked Questions (FAQs)
1. Who is the Principal Nodal Officer in a bank?
The Principal Nodal Officer is the senior most official responsible for handling customer grievances escalated beyond branch and customer care levels.
2. Why is the Principal Nodal Officer important for consumers?
Because they are the final authority within the bank before a customer approaches the Banking Ombudsman or the RBI (Reserve Bank of India).
3. What is the complaint raised against Axis Bank?
The complainant alleges that instead of giving a meaningful response, Axis Bank’s Principal Nodal Officer repeatedly sent irrelevant, copy-paste replies.
4. How long has this issue been ongoing?
Since 2nd August, and it remains unresolved at the time of writing.
5. What does a copy-paste response mean in banking complaints?
It refers to generic template based replies that do not address the customer’s specific issue or concern.
6. Why is this a serious issue?
Because customers escalate to the Principal Nodal Officer only after lower-level grievance redressal fails. If even this level fails, the consumer is left without proper resolution.
7. What options does a consumer have if the Principal Nodal Officer ignores complaints?
The consumer can escalate the matter to the Banking Ombudsman or directly file a complaint with the Reserve Bank of India (RBI).
8. How long should banks take to resolve a customer complaint?
As per RBI guidelines, complaints should ideally be resolved within 30 days.
9. Can customers approach RBI directly?
Yes, but usually only after exhausting all internal escalation levels, including the Principal Nodal Officer.
10. What does this complaint reveal about Axis Bank’s customer service?
It indicates potential systemic negligence and lack of accountability at the highest escalation level.
11. Are copy-paste replies common in Indian banking?
Unfortunately, yes. Many banks use automated or standard responses, which often fail to address specific concerns.
12. Can customers demand accountability from a Principal Nodal Officer?
Yes, by documenting all communication and escalating the matter to external regulatory authorities.
13. What is the role of RBI in such cases?
RBI ensures that banks maintain fair grievance redressal mechanisms and penalizes non-compliance.
14. Can a bank be penalized for poor customer grievance handling?
Yes, RBI has the authority to impose penalties for non-compliance with consumer protection norms.
15. Does Axis Bank advertise itself as customer-centric?
Yes, Axis Bank frequently promotes itself as a customer first institution, but this case questions the gap between advertisement and reality.
16. What are some common issues consumers face with Axis Bank?
Complaints often include unresolved charges, poor customer service, delayed grievance handling, and ineffective escalation mechanisms.
17. How can customers strengthen their complaint case?
By keeping detailed records of communication, ticket numbers, and written evidence of negligence.
18. Can this case help other Axis Bank customers?
Yes, by raising awareness that customers must not accept irrelevant responses and should escalate further if needed.
19. What should Axis Bank do to resolve this issue?
The bank should provide a personalized, detailed response to Mr. Eklavya’s complaint and review the efficiency of its grievance redressal system.
20. What is the broader impact of such complaints?
Repeated negligence at the Principal Nodal Officer level erodes public trust in the banking sector, which can harm the bank’s reputation and customer loyalty.
21. Where can customers submit similar complaints publicly?
Consumers can use advocacy platforms like Choice4Voice.com to ensure their concerns are highlighted and heard.
Final Note
Cases like this remind us why consumer advocacy platforms are essential. At Choice4Voice.com, we are committed to ensuring that genuine customer complaints are not ignored by companies. By bringing such cases to light, we aim to pressure organizations into accountability and fair resolution.
👉 If you are facing a similar issue and your voice is being ignored, you can Submit Your Complaint Here and let us help you get the attention your case deserves.
