Banking & Insurance Consumer Complaints:Customer Care Perspective

In the previous post we highlighted the Online shopping & Online travelling Complaints.Let us know look how other industry are doing,better or worse in comparison to e commerce consumer complaints.

Methodology: Same - Consumer complaints collected from surveys,consumer complaint forums,email response in 2013.

Banking Consumer complaints - 2013

Below are the categorization of online banking complaints found on internet.Categorization can tremendously improve our operational efficiency but will come on it some time later.Let us categorize the consumer complaints for our convenience.

Courtesy: Bolograhak.com 

Category:

1. Credit cards
2. Loan
3. Account & Transaction
4. ATM
5. Customer support
6. Others

I.Credit cards

1. Re- issuing of credit card
2. False promises of benefits
3. Wrong information shared
4. Non receipt of card statement
5. Unauthorized/fraud transactions
6. Credit card interest charges wrongly
7. Overdue charges
8. Credit card showing amount overdue
9. Non refund of credit card amount that is now non operational
10. Credit card application rejected without citing any reason
11. Fraudulent late fee charges on my card
12. Unauthorized auto deduction from my account
13. Settlement of credit card dues
14. Unfair credit card charges
15. EMI conversion issue
16. EMI payment issue
17. EMI charges issue
18. Reward point issue – not able to covert to payback point
19. Unfair Bills & overdue charges even after cancellation of my credit card

II.Loans

1. EMI payment acknowledgement letter issue.
2. Loan application rejected,document not returned
3. Benefits with loan sactioned not received
4. Delay in loan sanctioned
5. Interest rate wrongly charged
6. Loan rejected without any basis
7. Processing fees charges twice for same loan
8. Home loan not granted
9. Penalty charges on repayment faults on loan
10. Problem in credit card bill payment
11. Cancellation of loan
12. Cancellation of loan charges
13. Non receipt of NOC of loan closure
14. Loan closure request not attended
15. Loan disbursing issue
16. Delay in Loan processing
17. CIBIL report issue incorrect information
18. Unfair closure charges
19. Standard chartered Bank
20. Late payment charges & interest rate
21. Loan amount repayed,outstanding balance still showing
22. ECS issue
23. Pre closure of housing loan
24. auction gold withou our knowledge
25. pre closure of loan amount
26. Deducted money from my account without any pre intimation
27. Misconduct from EMI collecting agents
28. Harassment by bank officials
29. False promises of benefits
30. NO action on my closing request

III.Account & Transaction

1. Unauthorized transaction
2. Wrong debited amount

IV.ATM

1. Not working
2. Debit card not activated
3. Always defunct in my locality

V.Customer care

1. Illiterate customer care
2. Rude,unsocial customer care
3. Pathetic customer handling skills

Complaint against Insurance Companies -  Consumer complaints - 2013

Let us categorize the insurance consumer complaints for our convenience.

Category: 

1. Purchase of policy
2. Maturity amount
3. Claim settlement
4. Insurance agents
5. Customer support
6. Surrender Issue
7. Benefits with policy
8. Others

I. Policy :purchase,surrender & cancellation

1. Fraud policy with false commitments
2. Have not received policy documents.
3. Wrong policy given with false benefits
4. Wrong information provided by insurance agents.
5. Cancellation of policy
6. Surrendering of policy issue
7. Huge surrender charges.
8. Refusal to surrender policy

II. Payment: premium payment issue,receipt,refund,maturity amount 

1. Request to change payment mode rejected
2. Premium amount default
3. Premium payment- not able to pay through online
4. Changes without information & consultation
5. Payment receipt not received
6. Unfair amount has been debited from my policy account
7. Refund amount not received after cancellation of policy
8. Insurance cancellation money partially refunded
9. Maturity amount not received
10. Return on policy is not received yet.

III.Claim settlement:

1. Insurance Claim rejected
2. Reimbursement issue of the claimed amount
3. Claim still in process for a long time,only excuses.
4. Claims amount lesser that expected.
5. Rewarded claim amount after much hue & cry

IV.Insurance agents

1. Threatening by insurance agents & officials
2. Fraud & cheating by insurance agents
3. Insurance agents cheated me.
4. Illiterate

V.Customer support

1. Worst customer support
2. Request rejected on no grounds.
3. Online information system is pathetic

VIII.Others:

1. Benefits along with policy was not given.
2. Cheat & fraud
3. Survival benefits not receiving
4. Unfair charges on revival of lapsed policy
5. Policy status details not available.

Stay tuned for other industries complaint checklist !!