Mayur Kharat highlights SBI YONO app’s KYC process requiring religion and caste fields, leading to submission errors and forced branch visits. Choice4Voice.com explains possible legal remedies, departments to complain to (RBI, NPCI, Consumer Forum), and provides step‑by-step guidance to resolve digital KYC issues efficiently.
Complaint Summary Table : SBI KYC Complaint: Mayur Kharat Raises Concerns About Religion & Caste Fields Blocking Digital KYC Submission
| Complainant Name | Mayur Kharat |
|---|---|
| Company / Brand | State Bank of India (SBI) |
| Complaint Type | KYC Process Issue / Digital Banking Inaccessibility / Mandatory Religion & Caste Fields |
| Product / Service | SBI YONO Digital Banking / KYC Update |
| Issue Description | Complainant faced an error when updating KYC on SBI YONO app because religion and category fields were mandatory. Even after completing the form, the system failed, forcing him to visit the home branch 500 km away. The process highlighted rigid internal policies blocking customer convenience. |
| Date of Incident | 1 day ago (from LinkedIn post) |
| LinkedIn Post URL | (original LinkedIn post by Mayur Kharat) |
About the Brand: State Bank of India (SBI)
SBI is India’s largest public sector bank, offering digital and physical banking services across India. The YONO (You Only Need One) app is its flagship digital platform for banking, investments, and loans. While SBI promotes digital-first banking, users have occasionally reported issues with app functionality, mandatory KYC fields, and rigid internal policies that limit convenience.
Key facts:
- Category: Public Sector Bank
- Services: Digital banking (YONO), branch banking, KYC compliance, loans, deposits
- Relevance: KYC update process on YONO app; digital banking accessibility
About the Author: Mayur Kharat
Mayur Kharat is a sustainability entrepreneur, policy enthusiast, and systems thinker. He publicly shared his experience with SBI, highlighting concerns about mandatory religion and caste fields in the digital KYC update process, and questioned the rigidity of internal policies that contradict the principles of customer-first digital banking.
Complete Issue Overview
- Mayur attempted to update KYC using the SBI YONO app.
- App required mandatory fields for religion and category (caste), disabling submission until completed.
- Even after filling all fields, the app failed to process the KYC update.
- Branch visit was required, but only the home branch could process the update, which is 500 km away.
- Raised concerns about rigid internal policies, lack of centralized digital banking, and poor customer-first experience.
Possible Legal Grounds & Consumer Protections
- Consumer Protection Act, 2019 — For deficiency in service if digital banking processes fail or obstruct service delivery.
- Right to Privacy / Data Protection Principles — Requiring sensitive personal information like religion/caste may raise concerns under India’s data privacy framework.
- Information Technology Act, 2000 — For failure of digital services causing financial or operational inconvenience.
- RBI Guidelines on KYC & Customer Convenience — Banks must provide accessible and efficient KYC channels.
- Circulars under Digital Banking Policy — Internal policies should not override reasonable customer convenience; failure may be challenged via grievance escalation.
Exact Authorities & Departments to File Complaints
- SBI Grievance Redressal — First step: escalate via YONO app, grievance portal, or branch manager.
- Banking Ombudsman (RBI) — For unresolved KYC or service issues, especially digital banking accessibility.
- National Consumer Helpline / Consumer Forum — For deficiency in service causing inconvenience.
- NPCI (National Payments Corporation of India) — For issues related to UPI or app functionality.
- Ministry of Finance / Digital India Initiative — For policy-level complaints if app functionality violates Digital India service standards.
How Choice4Voice.com Can Help
- Publish & Amplify: Feature complaint publicly to pressure SBI for action.
- Direct Outreach: Contact SBI grievance team, escalation cell, and YONO support.
- Document Evidence: Assist complainant in preparing screenshots, error messages, timestamps, and correspondence for grievance filing.
- Filing Assistance: Support filing complaints with RBI Banking Ombudsman, Consumer Forums, NPCI, and other regulators.
- Follow-up: Track grievance status and ensure timely resolution.
Step‑by-Step Guide — Filing a Complaint About SBI Digital KYC
- Collect Evidence: Screenshots of app error, mandatory fields, timestamps, and messages.
- Contact SBI Grievance Cell: Submit complaint via email, YONO app, or online portal.
- Escalate to Branch Manager or Home Branch: Document communications.
- File with RBI Banking Ombudsman: Include all evidence and timeline.
- File Consumer Forum Complaint: If issue remains unresolved after RBI intervention.
- Public Amplification: Use Choice4Voice.com to highlight and escalate the complaint.
Q&A
- Why does SBI ask for religion and caste during KYC?
- Banks may collect it due to internal policies or regulatory reporting, but it should not block digital KYC submission.
- Can SBI force me to update religion and caste to complete KYC?
- RBI guidelines emphasize customer convenience; mandatory blocking may violate these standards.
- What to do if YONO app fails during KYC update?
- Document error, escalate via grievance portal, contact branch and Banking Ombudsman if unresolved.
- How to update KYC without visiting home branch?
- Escalate digital failure to SBI Grievance, Banking Ombudsman, or NPCI.
- Is it legal for SBI to require caste and religion for KYC?
- It is permitted for regulatory purposes, but cannot block legitimate digital access.
- How to file a complaint against SBI digital banking failure?
- Collect evidence, submit grievance to SBI, escalate to RBI Banking Ombudsman if unresolved.
- Does RBI regulate KYC process in banks?
- Yes, banks must follow RBI KYC/AML guidelines ensuring customer convenience.
- Can Choice4Voice.com help with SBI KYC issues?
- Yes, by publishing complaint and assisting with grievance and regulator escalation.
- How long does RBI Banking Ombudsman take to resolve complaints?
- Typically 30–60 days, depending on the complexity.
- Can Consumer Forum take action for digital KYC failure?
- Yes, under deficiency in service provisions.
- What documents are required to complain about YONO KYC errors?
- Screenshots, app error messages, correspondence, KYC submission attempt details.
- Is visiting home branch mandatory for KYC?
- Not if digital options are functional; forced visits may indicate deficiency in service.
- Can NPCI intervene in app-related complaints?
- Yes, for technical failures affecting payment services or UPI.
- Is it safe to submit religion and caste online?
- Data privacy rules apply; banks must secure personal information.
- What relief can RBI Banking Ombudsman provide?
- Resolution via rectifying digital failures, compensation for inconvenience, and guidance to bank.
- Can missing digital KYC affect account operations?
- Yes, non-completion may restrict transactions until rectified.
- How to escalate if SBI YONO fails repeatedly?
- Grievance → Branch → RBI Ombudsman → Consumer Forum → Choice4Voice.com publication.
- Is publishing complaint online helpful?
- Public exposure often accelerates bank resolution.
- Are caste/religion fields mandatory in all banks?
- Policies vary; RBI expects customer-friendly alternatives for digital access.
- How to submit feedback to improve digital banking policies?
- File formal grievance, highlight inconvenience, and suggest policy updates to RBI and Ministry of Finance.
