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Standard Chartered Bank India

I had mailed the following to Head Customer Care – Standard Chartered Bank. Publishing the same here. Hope for some action from them.

Interestingly this is the same company who sponsored Mumbai Marathon I participated.
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Dear Mr. Balu Jayaraman
Head – Customer Care
Standard Chartered Bank,
Customer Care Unit,
19, Rajaji Salai,
Chennai 600 001.

This is regarding marketing calls from Standard chartered Credit card.

Today I received 3 calls from SC offering me Platanium card on 22178396. Infact all the employes of my firm received the same.

These telemarketing people keep calling randomly on 22178*** to reach to emplyoees of SBI Capital market. Though this is acceptable, different persons call multiple times same day. When asked not to call they become rude. One instance – “agar aapko bhagwan ne haat diya hain to phone uthane mein koi problem hain”, “Phone mat uthav phir”, etc.

Request your action on the same. I am trying to figure out from which number the call was received to help you. However I behalf of my employees request you to add 22178*** in you “Do not distrub” registry.

P.S: I am publishing the conversation online on my personal blog www.kaushal.info so that world is aware of SC methods.
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Reply I received from SC-Customer care
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Ref : 02/10/015967/AKS/ESC

Dear Mr. Chandak

This is with reference to your recent communication received by us. We
sincerely regret the delay in responding to you.

We had perused the contents of your mail and are concerned to note
that you have been inconvenienced due to your recent interaction with
our Tele marketing executive. Whilst we make every effort to provide
our customers the best-in-class service, it is indeed disconcerting to
come across instances. We sincerely regret for the inconvenience
caused in this regard and thank you for bringing this to my attention.

We have arranged to update your contact numbers in our “Do Not Disturb
(DND) Register”. You may be aware that post updating your contact
details in our “Do not call” list a minimum time frame of 30 working
days is taken for the activation of the same in our systems.

Since you have been inconvenienced due to the recent tele marketing
calls received from us we have taken special care and caution in your
case to ensure that you are not disturbed by our Tele marketing
executive in future.

We also take this opportunity to share with you that the DND process
is in its nascent stage in the banking industry. The banks are working
out the process and the work flow is in the robust manner. There is no
central depository where customer can register themselves under the
DND across all the banks.

We are also pleased to inform you that there are various
agencies/organization working with the banking industry to make this
DND updating process streamlined and effectively organized. We are
extending our complete support to make the DND updation process in a
smooth flow and to ensure that the number once updated are activated
immediately in our banks system and those numbers are not contacted
for tele marketing.

We fully understand that any explanation on my part will not be
mitigative given your experience. We assure you that we recognise the
need to reinforce our efforts in this direction to eliminate
recurrence of such instances in future.

We profoundly regret the inconvenience caused to you and assure you
that such lapses are rare and not in line with the service standards
that we have set for ourselves.

Please feel free to write to us at “head.service@sc.com” should you
require any further assistance or clarification in this regard.

Assuring you of our best services always.

Yours sincerely,

Balu Jayaraman
Head Customer Care