If you’re experiencing this problem with this brand or any other company, submit your complaint and we may feature it on Choice4Voice.com.
Submit your complaint →Himanshu Hans, a Senior Executive at Holostik and a loyal SBI customer for over 25 years, has raised a serious complaint against SBI Credit Card services for failing to deliver his new card despite completing KYC and verification. He accuses the bank of negligence, poor communication, and lack of accountability. Choice4Voice.com investigates the issue, explains customer rights, and guides victims on filing formal complaints with RBI Ombudsman, Banking Ombudsman, and consumer authorities.
SBI Credit Card Complaint: Long-Term Customer Himanshu Hans Alleges Negligence and Card Non-Delivery Despite KYC Completion
Author Details
Complainant Name: Himanshu Hans
Position: Senior Executive – Sales Operations at Holostik
Company Reported: SBI Card / State Bank of India
Complaint Type: Non-Delivery of Credit Card after KYC Completion
Duration of Relationship with SBI: 25+ years (10+ years with SBI Credit Card)
Date of Incident: September 2025
Current Status: Pending delivery despite repeated follow-ups
Complaint Summary Table
| Details | Information |
|---|---|
| Bank Name | State Bank of India (SBI) |
| Division | SBI Credit Card Services |
| Customer Since | 25 years (SBI) / 10+ years (SBI Credit Card) |
| Incident Type | Non-Delivery of Replacement Card |
| Reported Issue | New credit card not delivered despite verification |
| Date of Original Complaint | First week of September 2025 |
| KYC Verification Status | Completed successfully (Home + Office) |
| Customer’s Action | Filed FIR, contacted customer care, paid bill on time |
| Customer’s Concern | Lack of delivery, poor communication, and accountability |
| Company Response | Only shared credit card account number via email for payment |
| Complainant’s Demand | Immediate delivery of new card and review of customer handling policies |
Case Summary
Mr. Himanshu Hans, a verified and long-term SBI customer, has raised a serious complaint against SBI Credit Card Services through Choice4Voice.com, citing gross negligence and lack of accountability in processing his credit card replacement request.
In early September 2025, his SBI Credit Card was stolen. He immediately blocked the card and later filed an FIR after recovering his wallet. Upon contacting SBI Card Customer Care, he was informed that the existing card cannot be reactivated and a new card would be issued after KYC verification at both his home and office addresses.
Despite cooperating fully with the verification process and being assured that the card would be delivered within a week, Mr. Hans never received the new card even after multiple weeks of follow-up.
Adding to the issue, SBI generated his monthly bill for the lost card and sent him a payment reminder, even though the new card was never received. When he informed the team that he did not even have the new card number, SBI Card shared his credit account number via email for payment — an action that raises serious data security and compliance concerns.
Customer’s Statement
“I’ve been with SBI for over 25 years. I trusted the brand because of its legacy and reliability. But this experience has been deeply disappointing. No delivery, no updates, and no accountability — this isn’t what I expected from India’s most trusted bank.”
— Himanshu Hans, Senior Executive, Holostik
Analysis by Choice4Voice.com
This case highlights three major issues within SBI’s credit card operations:
- Poor Customer Communication: Despite verification and follow-up, the customer received no clarity or escalation updates.
- Breach of Data Privacy: Sharing a credit card account number via email raises data protection and compliance concerns.
- Negligent Billing Practices: Generating a bill for a card that hasn’t been delivered is a clear operational flaw.
Such lapses violate RBI’s Fair Practices Code and SBI’s own internal policy on customer service and grievance redressal.
Legal and Regulatory Implications
| Applicable Law / Authority | Description | Action / Penalty |
|---|---|---|
| RBI Ombudsman Scheme, 2021 | Protects customers against unfair banking practices. | Compensation up to ₹20 lakhs for service deficiency. |
| Information Technology Act, 2000 | Governs data security and online banking privacy. | Legal action for sharing sensitive details via email. |
| Consumer Protection Act, 2019 | Protects against deficiency in service and mental harassment. | Complaint can be filed in District Consumer Forum. |
How Choice4Voice.com Helps Customers Like Himanshu Hans
Choice4Voice.com acts as a consumer advocacy platform that brings public attention to unresolved complaints ignored by major institutions.
Here’s how we help:
- Case Verification: Each complaint is validated for authenticity before publication.
- Public Visibility: Verified complaints are published on our website and LinkedIn to pressure companies into acting responsibly.
- Escalation Assistance: We guide consumers in filing official grievances with RBI, Consumer Courts, and other authorities.
- Legal Templates: Users receive pre-drafted email and complaint formats for official use.
- Transparency Advocacy: We ensure customers’ voices are heard and systemic gaps are highlighted.
How to File a Complaint Against SBI Credit Card
1. Contact SBI Card Nodal Officer
Before escalating to RBI, customers should first contact SBI Card’s Grievance Redressal Head:
📧 grievance@sbicard.com
Include your full name, registered email ID, and complaint summary.
2. File with the RBI Ombudsman
If unresolved within 30 days, file a complaint via the RBI Integrated Ombudsman Portal:
🔗 https://cms.rbi.org.in
Attach:
- FIR copy
- Communication emails
- Payment proof
- KYC verification documents
3. Approach the Consumer Forum
If financial or emotional damage occurred, file a complaint under Section 2(11) of the Consumer Protection Act, 2019.
4. Send a Legal Email to SBI Headquarters
To: chairman@sbi.co.in
CC: grievance@sbicard.com
Subject: Urgent Redressal – Non-Delivery of Replacement Credit Card Despite Completed KYC
Dear Sir/Madam,
I am a loyal SBI customer for over 25 years and a credit cardholder for 10+ years. Despite completing KYC verification for my new credit card in September 2025, the card has still not been delivered.
This delay, combined with the bill generation and the sharing of my credit card account number over email, raises serious service and data protection concerns.
I request your urgent intervention to resolve this matter and ensure safe delivery of my new card.
Sincerely,
Himanshu Hans
Possible Legal Sections Applicable
| Law | Relevant Section | Description |
|---|---|---|
| IT Act, 2000 | Sec. 72A | Sharing sensitive customer information without consent. |
| Consumer Protection Act, 2019 | Sec. 2(11) | Deficiency in banking services. |
| RBI Banking Ombudsman Guidelines | Clause 9(1)(a) | Delay in providing banking facilities or credit cards. |
Recommendations for SBI Card
- Immediate delivery of the pending card with confirmation of dispatch details.
- Written clarification on how the credit account number was shared over email.
- Review and audit of internal KYC and verification workflows.
- Compensation for the mental distress caused to the customer.
Conclusion
This case demonstrates the growing gap between SBI’s brand promise of trust and its on-ground customer handling. A loyal customer like Himanshu Hans, with over two decades of trust, deserves more accountability and efficiency from India’s largest public sector bank.
Choice4Voice.com urges SBI and SBI Card to address the issue transparently and ensure that no other long-term customer faces such neglect or emotional distress.
Q&A Section
Q1. What should I do if my SBI Credit Card is lost or stolen?
A. Immediately block the card via the SBI Card app, website, or customer care helpline.
Q2. Can I reactivate a blocked SBI Credit Card?
A. No, SBI issues a new card after verification instead of reactivating the old one.
Q3. How long does SBI take to issue a replacement card?
A. Typically 7 working days after successful KYC verification.
Q4. What if my new SBI Credit Card is not delivered?
A. File a complaint with SBI Card’s grievance redressal cell and RBI Ombudsman if unresolved.
Q5. How to file an RBI Ombudsman complaint against SBI?
A. Visit https://cms.rbi.org.in and submit the details online.
Q6. Can SBI share my credit card account number over email?
A. No, sharing sensitive financial information via email violates data privacy guidelines.
Q7. How can I escalate an issue beyond customer care?
A. Email SBI’s Nodal Officer and escalate to the RBI Ombudsman after 30 days.
Q8. Does billing without card delivery count as service deficiency?
A. Yes, it is a clear case of deficiency under the Consumer Protection Act.
Q9. Can I claim compensation for mental harassment by the bank?
A. Yes, you can claim compensation under the Consumer Forum.
Q10. What documents should I keep for complaint filing?
A. FIR copy, email trail, KYC completion proof, and any payment receipts.
Q11. How to check my complaint status with SBI Card?
A. Log in to the SBI Card portal and go to “Contact Us → Track Complaint.”
Q12. What if I miss a payment due to card non-delivery?
A. Inform customer care in writing and request waiver of charges.
Q13. Can SBI Card affect my credit score if I don’t receive the card?
A. Yes, late payment can affect it; hence, always raise a formal dispute.
Q14. What is the email of SBI Card’s grievance team?
A. grievance@sbicard.com
Q15. Is there a customer rights charter for banks?
A. Yes, RBI mandates a Customer Rights Charter under its Fair Practices Code.
Q16. Can I sue the bank for financial negligence?
A. Yes, through the Consumer Forum or Civil Court depending on the damages.
Q17. What compensation can the RBI Ombudsman grant?
A. Up to ₹20 lakhs, including mental distress compensation.
Q18. What if SBI doesn’t respond to Ombudsman notice?
A. The RBI Ombudsman can issue an ex-parte award against the bank.
Q19. How does Choice4Voice.com support banking customers?
A. By publishing verified complaints and guiding them through escalation and resolution.
Q20. Why is public awareness important in such cases?
A. Public exposure creates pressure for timely resolution and promotes transparency in banking operations.
