Arun Prakash Gunasekaran reports repeated app crashes and confusion over two HDFC Bank apps, questioning the bank’s digital strategy. Complaint highlights reliability, transparency, and customer trust issues.
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Complaint Summary : HDFC Bank Complaint – Mobile App Crashes and Confusing Dual-App Strategy
| Complainant | Arun Prakash Gunasekaran |
|---|---|
| Designation | AI Testing Specialist |
| Complaint Type | Mobile App Failure / Poor Digital Experience |
| Company/Brand | HDFC Bank |
| Issue Date | September 2025 |
| Location | India |
| Issues Reported | App crashes, dual-app confusion, poor communication |
| Impact | Banking disruption, lack of trust, poor user experience |
| Action Requested | Unified app strategy, reliable performance, transparent communication |
Full Complaint Details
Arun Prakash Gunasekaran, an AI Testing Specialist and Startup Mentor, raised serious concerns about HDFC Bank’s mobile app performance and the bank’s confusing two-app approach.
He explained that during a simple banking task, the HDFC Bank app crashed again, leaving him unable to proceed. To make matters worse, a pop-up suggested downloading a “NEW HDFC Bank app” to access new features.
This raised a major question:
👉 Why does India’s largest private bank with over 5 crore users require customers to download a separate app instead of upgrading the existing one?
Issues Highlighted:
- Frequent crashes and downtime
- Users have faced UPI failures, login issues, and app breakdowns.
- Such failures in essential banking services create frustration and erode trust.
- Dual app confusion
- Instead of enhancing its flagship app, HDFC launched a second app for “new features.”
- This fragments the customer experience and complicates digital banking.
- Lack of proactive communication
- Customers are left confused and uninformed when apps crash.
- Lack of transparency damages customer confidence.
Why This Complaint Matters
- Digital reliability is critical – For many customers, the app is the bank. If it fails, essential banking fails too.
- Poor user experience – Two apps for the same bank create unnecessary complexity.
- Global benchmarking – Other international banks upgrade existing apps instead of splitting features into two platforms.
- Trust erosion – Every crash and unexplained failure diminishes customer confidence.
Suggested Improvements by Complainant
✔ Test at scale before launch using real-world user loads.
✔ Use feature flags & phased rollouts to avoid mass failures.
✔ Maintain a single unified app rather than fragmenting services.
✔ Ensure transparent communication whenever downtime or issues occur.
Consumer Rights Perspective
Under the Consumer Protection Act, 2019, failure to provide reliable digital services can be considered deficiency in service.
Banking apps are essential services, and repeated technical failures:
- Disrupt financial transactions.
- Lead to loss of trust in digital banking systems.
- Can result in consumer complaints to RBI and Banking Ombudsman.
About HDFC Bank
HDFC Bank is India’s largest private sector bank with more than 5 crore customers, offering retail, corporate, and digital banking services. While traditionally known for service quality, recent complaints suggest digital infrastructure struggles, raising concerns about app stability and customer-first strategy.
How Choice4Voice.com Helps Consumers
At Choice4Voice.com, we highlight genuine consumer complaints to ensure corporates and service providers are held accountable.
👉 If you have faced similar issues, you can submit your complaint directly here:
https://choice4voice.com/submit-your-complaint/
Original LinkedIn Post
Read Arun Prakash Gunasekaran’s LinkedIn Post Here
Frequently Asked Questions (FAQs)
Q1. Who raised this complaint?
The complaint was raised by Arun Prakash Gunasekaran, an AI Testing Specialist.
Q2. What is the issue reported with HDFC Bank?
Frequent app crashes and the requirement to download a second HDFC app for new features.
Q3. Why is this dual app approach problematic?
It causes confusion, fragmented user experience, and unnecessary inconvenience.
Q4. How many users are affected?
Over 5 crore HDFC Bank customers rely on the mobile app, many of whom may face similar issues.
Q5. What additional problems were mentioned?
Frequent UPI failures, login issues, and crashes reported by thousands of users.
Q6. What improvements were suggested by the complainant?
- Large-scale testing before release.
- Phased rollouts with feature flags.
- Single unified app strategy.
- Transparent customer communication.
Q7. Is this considered a deficiency in service?
Yes, repeated app failures in essential banking services can be treated as deficiency in service under consumer law.
Q8. Can customers escalate this matter?
Yes, complaints can be escalated to the Banking Ombudsman and RBI.
Q9. Why does transparency matter in digital banking?
Open communication during outages maintains trust and reliability.
Q10. How does this impact customer trust?
Every crash erodes confidence in HDFC’s ability to manage digital banking securely.
Q11. Could financial losses occur due to crashes?
Yes, failures in UPI or transaction processing can lead to monetary and reputational losses for customers.
Q12. Are global banks using dual apps?
No, most global banks prefer upgrading a single flagship app rather than forcing users to juggle multiple apps.
Q13. Why is unified experience important?
It simplifies banking, reduces confusion, and ensures seamless digital service delivery.
Q14. What is the core demand of the complainant?
A stable, single app with reliable performance and transparent updates.
Q15. How can Choice4Voice.com support affected users?
By publishing complaints, raising awareness, and guiding customers in seeking resolution.
Q16. What regulatory authorities oversee digital banking complaints?
The Reserve Bank of India (RBI) and the Banking Ombudsman.
Q17. Can repeated app failures damage HDFC’s reputation?
Yes, it risks customer churn and undermines trust in digital transformation efforts.
Q18. What role does customer feedback play?
It helps banks identify gaps in performance, UX, and trust.
Q19. How can customers safeguard themselves?
By maintaining alternative payment methods and reporting failures promptly.
Q20. What broader lesson does this case highlight?
That reliability and simplicity matter more than flashy features in digital banking.
