Case studies / SBI Cards / 2022
Credit card query answered only after escalation
Card issuer · Credit card · credit-card
- Complaint no.
- N202223016008517
- Against
- SBI Cards
- Filed
- 3 Sep 2022
- Closed
- 28 Sep 2022
- Time taken
- 25 days
- Scheme
- RB-IOS 2021
- Closure clause
- 14(9)(a)/(b) r/w 3(1)(h)
- Did it help?
- Cannot say
- Compensation
- None
What happened
A credit card grievance that the issuer had not answered properly through its own channels. The closure letter does not restate the details.
What the entity said
The issuer gave the clarification once the complaint reached it through the Ombudsman.
What the Ombudsman decided
Closed in one line: clarification had been given by the entity as required. Treated as resolved through facilitation.
Did the Ombudsman help?
The one-line closure does not let me say. The issuer did respond once the complaint reached it.
What I took from it
Older closure letters were often a single sentence. Keep your own record of what you asked for, because the closure letter may not preserve it.
Summarised from the RBI closure letter and my own correspondence. Names of individuals, account numbers and reference numbers other than the complaint number have been removed.