Consumer activist Jehangir Gai reveals a case where the person who was not a defaulter got justice.

Defaulting Payments Case

A bank refused to honour a holder's credit card after she had been using it for a while. The reason given by the bank was non-payment of bills to the tune of Rs. 36,000. She filed a consumer case with the consumer court.

At the hearing it was found that she had given automatic debit instructions to the bank. This means, each time she used the card, the bank had to debit the amount from her account. The bank had not made the necessary adjustments and projected her as a defaulter.

They had not followed her instructions. After the consumer court took up her case, the bank restored her card but charged her a restoration fee.

She refused to pay and again approached the consumer court. The court in turn directed the bank to reverse the restoration charge. In the end, the complainant not only got her card restored, but compensation from the bank as well.

First Things First

Banks do make mistakes and may overcharge their customers, but you too need to be very particular about maintenance of all records. Investment Advisor Sanjay Matai says, "The first thing you should do is get your paperwork in order."

Here is a checklist:

• All your statements of accounts and papers are in place.
• Any errors. If in doubt, immediately get in touch with the concerned authorities.
• If you have not received your statements, get in touch with the bank immediately for new ones.
• If you have misplaced your documents, intimate the bank so that they can send you new ones. But, you will be charged for them.
• Alternatively, you can download your statements from the Internet, if you are using the online facility.
• Most importantly, retain all papers for six months.

Who to Approach?

If you have an issue with your bank; for instance, if you have been billed incorrectly or are overcharged, or there are delays in despatching account statements, you must get in touch with your bank's customer support department.

If a customer service executive is unable to solve your problem, speak to his immediate superior.

The time taken to resolve your complaint depends on its nature. For example, if you have been billed wrongly, it may take about three days to sort out the issue.

"But, if it is a matter of phishing (identity theft), it can take a longer time. You may also have to approach the cyber crime cell," says Sanjay. In a case of phishing, it again depends on the nature of your complaint.

For instance, if it is an overseas fraud and you have never been abroad, it can take a longer time to resolve. In this case, you may not have to go to the cyber crime cell; your bank would go on your behalf.

Send a fax of your complaint to the bank. "A fax or written complaint is a good idea, as there's proof of documentation. Acknowledgement of your complaint is very important, so ensure that you have it in place," advises Jehangir.

Moreover, there is no proof of the phone calls you make, so registering your complaint is very helpful. If it is a case of wrong billing, ensure that you intimate your bank before the due date. Or else it will delay the process of reversal.