IS INTRODUCTION A MUST TO OPEN SB ACCOUNT?
The complainant approached AB bank with a request to open a Savings Bank (SB) Account to enable his employer to credit his pension amount. The bank refused to open the account without introduction of an accountholder from the same bank on the plea that it was in terms of KYC guidelines.
On taking up the complaint, the bank replied that the above condition is a must while opening an account. However, it was observed that no such condition was mentioned in the KYC, or in FAQs placed on the bank's Web site.
The bank was therefore advised to stop such a restrictive practice with an advice to insert appropriate changes in their Citizens' Charter regarding the alternative proof of identification to be produced while opening account in the absence of introduction from the existing customer of the same bank.
Discriminatory charges:
A current account holder complained against a scheduled co-operative bank regarding levy of cash-handling charges, which were different from the information displayed on its Web site.
The bank stated that it has fixed separate cash-handling charges for the said branch in view of the high inflow of cash at the said branch in small denominations and the charges were applicable to all customers of the said branch. Since there was no Board approved schedule of charges prescribing for separate parameters for the said branch, the banking ombudsman directed the bank to refund the excess charges collected from the accountholder.
Non-payment of dues of the deceased account holder:
A complainant alleged that balance in the savings/fixed deposit account of her deceased husband was not paid to her.
The accountholder, who died in December 1998, did not mention the name of the nominee while opening the accounts.
She reportedly complied with the requirement of the bank. She further alleged that after fulfilling the requirements of the bank, the branch manager told her that the payment would be made only after the officer concerned completed the enquiry. In spite of several requests the complaint remained unresolved.
At the intervention of the ombudsman, the bank paid all the dues to the complainant through banker's cheque.
(Source: Annual Report of the Banking Ombudsman Scheme.)
This is sixth in the series on redressal of customer grievances by the Banking Ombudsman being carried in these columns.
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