Chetan Dhall has raised a complaint against Axis Bank for levying false bounce charges on his personal loan account without proper notice or visibility in the banking app. Learn full details and possible remedies.
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Complaint Summary
| Complainant | Chetan Dhall |
|---|---|
| Profile | Professional at Cars24 |
| Complaint Type | False Bounce Charges |
| Bank Name | Axis Bank |
| Account Type | Personal Loan + Salary Account (since 2020) |
| Issue Reported | Bounce charges applied without prior notification or visible due date in Axis Bank app |
| Bank’s Response | No reply to emails sent at premium.experience@axisbank.com |
| Impact | Financial loss, customer inconvenience, and lack of transparency |
| Action Requested | Refund of falsely applied charges and prompt resolution |
Full Complaint Details
Chetan Dhall, a Cars24 professional and long-term customer of Axis Bank, reported an issue regarding false bounce charges applied to his personal loan account.
According to his complaint, Axis Bank levied bounce charges without notifying him of the due date. Additionally, the Axis Bank mobile app did not reflect the repayment schedule or due date at the time of occurrence. This made it impossible for him to maintain sufficient balance when required.
Chetan highlights that despite sharing his concern via email to premium.experience@axisbank.com, there has been no response from Axis Bank’s customer care team. He warns that if his complaint is not resolved promptly, he may have no choice but to stop using Axis Bank services, including his personal loans and salary account (active since 2020).
Why This Case Matters
- Transparency Issue – Banks must clearly display loan due dates and repayment details.
- Unfair Charges – Bounce charges without prior notice may be treated as deficiency in service.
- Customer Retention at Risk – Losing a long-term customer reflects poorly on Axis Bank’s commitment to satisfaction.
- Regulatory Concern – RBI mandates fair disclosure of charges and timelines in loan servicing.
Legal and Regulatory Remedies
Customers facing such issues have multiple options:
- Escalate to the Axis Bank Grievance Redressal Officer with all complaint references.
- Approach the RBI Integrated Ombudsman Scheme, 2021 for wrongful charges.
- File a case under the Consumer Protection Act, 2019 for unfair trade practice.
- Lodge a complaint via SEBI SCORES if investments are linked to the account.
- Demand a certified loan statement showing charge details and payment schedule.
About Axis Bank
- Founded: 1993
- Headquarters: Mumbai, India
- Category: Private sector bank
- Key Services: Loans, credit cards, investments, salary accounts
- Concern Highlighted: Bounce charges applied without due visibility and poor complaint handling
How Choice4Voice.com Can Help
At Choice4Voice.com, we amplify genuine customer concerns to create pressure for resolution.
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👉 Submit your complaint here: https://choice4voice.com/submit-your-complaint/
Original LinkedIn Post
Read Chetan Dhall’s LinkedIn Post Here
Frequently Asked Questions (FAQs)
Q1. Who raised this complaint?
Chetan Dhall, a Cars24 professional and long-time Axis Bank customer.
Q2. What is the issue with Axis Bank?
False bounce charges on a personal loan without proper notice.
Q3. How did the issue occur?
The due date was not visible in the Axis Bank mobile app, making it impossible to maintain the balance.
Q4. Has the bank responded to the complaint?
No, emails sent to premium.experience@axisbank.com remain unanswered.
Q5. What financial impact has this caused?
Bounce charges and confusion over repayment dates.
Q6. What action is being requested?
Refund of wrongly applied charges.
Q7. How long has the customer been associated with Axis Bank?
Since 2020, with a salary account and loans.
Q8. Does RBI regulate such matters?
Yes, RBI requires transparency and fair disclosure of all charges.
Q9. Can this be classified as deficiency in service?
Yes, under the Consumer Protection Act, 2019.
Q10. Can the charges be refunded?
Yes, if proven that they were applied without proper notice.
Q11. What is the first step for resolution?
Contact Axis Bank’s Nodal Officer with reference to the unresolved complaint.
Q12. What if Axis Bank still ignores the issue?
Escalate to the RBI Ombudsman.
Q13. Can legal action be taken?
Yes, through consumer court for unfair practices.
Q14. What evidence should the customer keep?
Screenshots of the app, email communication, and charge details.
Q15. What are bounce charges typically for?
They are penalties applied when there are insufficient funds for repayment.
Q16. Why are they disputed here?
Because the due date was not displayed, preventing timely balance maintenance.
Q17. Can the customer close the account?
Yes, but Axis Bank must resolve the issue first.
Q18. How can others avoid such issues?
By downloading full loan statements and checking repayment schedules regularly.
Q19. What lessons can Axis Bank learn from this case?
Improve transparency and responsiveness in customer support.
Q20. How does Choice4Voice.com support such cases?
By ensuring they gain visibility and are escalated for faster resolution.
