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Submit your complaint →A St. Xavier’s College student, Ms. Harshita Dhona, has raised a serious complaint against Axis Bank Kestopur Branch, Kolkata, for misleading her mother while opening an account under the Women’s Scheme. Despite the bank’s verbal assurance that a ₹1 lakh fixed deposit would waive the minimum balance, charges were later debited citing a ₹2 lakh requirement.
Complaint Summary
| Particulars | Details |
|---|---|
| Complainant Name | Harshita Dhona |
| Complainant Role | Student, St. Xavier’s College, Mumbai |
| Concerned Person | Her mother (Axis Bank account holder) |
| Bank Name | Axis Bank |
| Branch Name | Kestopur Branch, Kolkata |
| Scheme | Women’s Savings Scheme |
| Issue Type | Misleading Information / Unfair Banking Practice |
| Amount Impacted | Minimum Balance Penalty (exact amount not disclosed) |
| Date of Incident | October 2025 |
| Bank Representative Involved | Ms. Jhilik Bhagchi |
| Company’s Response | No resolution despite multiple follow-ups |
| Primary Grievance | Misleading verbal assurance regarding fixed deposit exemption and subsequent unauthorized charge |
Full Complaint Details
Ms. Harshita Dhona, a student at St. Xavier’s College, Mumbai, has publicly highlighted a troubling experience her mother faced with Axis Bank’s Kestopur Branch in Kolkata.
Her mother had opened a new savings account under Axis Bank’s Women’s Scheme around six months ago. According to the complainant, the branch representative Ms. Jhilik Bhagchi assured that maintaining a Fixed Deposit (FD) of ₹1,00,000 would exempt the account holder from the minimum balance requirement.
However, in October 2025, a non-maintenance charge was deducted from her mother’s account. Upon visiting the branch, they were informed that the actual required FD amount for exemption was ₹2,00,000, not ₹1,00,000 as initially stated.
When Ms. Dhona questioned the discrepancy, the staff allegedly dismissed the concern, stating that “customers should have verified the terms themselves.” Shockingly, the same representative who had earlier given the wrong information denied any involvement.
Despite multiple follow-ups with the branch management, the family has received no satisfactory resolution or acknowledgment.
This case exposes serious concerns regarding misrepresentation by bank employees and the lack of accountability in communication related to financial products.
Key Issues Raised
- Verbal miscommunication by Axis Bank staff regarding minimum balance requirements.
- Unauthorized deduction of non-maintenance charges despite a valid fixed deposit.
- No accountability from the bank representative involved.
- Lack of transparent information shared with customers, especially senior citizens.
- No response from branch management despite repeated follow-ups.
Axis Bank Policy & Customer Rights
As per RBI’s Fair Practice Code, banks must:
- Clearly disclose all product terms, charges, and conditions in writing.
- Avoid misleading or incomplete verbal communication.
- Obtain customer consent before applying fees or charges.
- Provide a proper redressal mechanism for disputes and miscommunication.
In this case, if the customer was misinformed during account opening and incurred financial loss, it falls under “Deficiency in Service” as defined under the Consumer Protection Act, 2019.
How to File a Complaint
Step 1: Escalate to Axis Bank Nodal Officer
Send a written email or letter including account details, transaction date, and description of the incident.
Email: nodal.officer@axisbank.com
Website: https://www.axisbank.com/grievance-redressal
Step 2: File Complaint with RBI Ombudsman
If Axis Bank fails to resolve the issue within 30 days, you can escalate it through the RBI Complaint Management System (CMS) portal.
Attach:
- Account statement showing deduction
- Written communication with the bank
- Complaint acknowledgement number
Step 3: Approach the Consumer Forum
If the issue remains unresolved or mental harassment is evident, you can file a case under the Consumer Protection Act for refund and compensation.
Relief Sought: Refund of wrongful deduction, apology letter, and compensation for distress.
Legal Remedies Available
| Issue | Authority | Possible Outcome |
|---|---|---|
| Misleading account terms | RBI Ombudsman | Directive for refund and penalty |
| Wrong deduction of charges | Axis Bank Grievance Cell | Reversal of charge |
| Verbal miscommunication | Consumer Forum | Compensation for mental harassment |
| Non-response by branch | RBI | Compliance warning or audit review |
| Misleading senior citizen | Consumer Protection Act, 2019 | Legal redress and damages |
Sample Complaint Template to Axis Bank
Subject: Request for Reversal of Wrongly Charged Non-Maintenance Fee
Dear Sir/Madam,
This is regarding the account opened under the Women’s Scheme at your Kestopur, Kolkata branch. During account opening, your representative informed us that maintaining a ₹1 lakh fixed deposit would waive the minimum balance requirement. However, we were later charged for non-maintenance and informed that ₹2 lakh is the correct threshold.
This constitutes misleading communication by your staff. Please investigate the matter, reverse the deducted charges, and provide written clarification.
Regards,
[Name]
Account Holder – Axis Bank, Kestopur Branch
How Choice4Voice.com Can Help
At Choice4Voice.com, we help customers like Ms. Dhona’s mother who face misleading information or wrongful deductions from financial institutions.
Our team assists in:
- Drafting and forwarding escalation letters
- Filing RBI Ombudsman complaints
- Guiding customers in Consumer Forum processes
- Publishing verified complaints to raise awareness
If you’ve been misled by bank representatives or faced wrongful deductions, submit your complaint via Choice4Voice.com for public support and professional help.
Frequently Asked Questions (FAQs)
Q1. Can a bank change scheme terms after account opening?
No, terms agreed upon during account opening must remain applicable unless formally revised with customer consent.
Q2. What can be done if a bank employee misleads a customer?
You can file a complaint against the specific employee through the bank’s grievance cell and escalate to RBI if ignored.
Q3. Are banks required to provide written confirmation for verbal promises?
Yes, all financial terms and waivers must be documented as per RBI’s Fair Practice Code.
Q4. How long does Axis Bank take to resolve such complaints?
Usually within 30 days, failing which you can escalate to the RBI Ombudsman.
Q5. Can non-maintenance charges be refunded?
Yes, if wrongly applied or based on misinformation, banks can reverse the charges.
Q6. What is the RBI rule for misleading financial communication?
Banks are prohibited from making deceptive or incomplete statements to customers.
Q7. Can I record proof of verbal communication at bank branches?
While direct recording isn’t advised, written follow-ups immediately after discussions serve as valid evidence.
Q8. Is it common for different branches to have different FD thresholds?
No, exemption policies should be uniform across branches under the same scheme.
Q9. Who regulates Axis Bank’s consumer policies?
The Reserve Bank of India (RBI) regulates and audits compliance with customer service guidelines.
Q10. How can Choice4Voice.com assist in such cases?
By offering documentation help, public awareness, and connecting affected consumers for collective representation.
