Bank would not share the fee schedule for a discontinued debit card

Bank · Savings account · charges information

Complaint no.: N202324016020279
Against: IDFC FIRST Bank
Filed: 21 Dec 2023
Closed: 27 Feb 2024
Time taken: 68 days
Scheme: RB-IOS 2021
Closure clause: 14(9)(a) r/w 3(1)(h)
Did it help?: Helped
Compensation: None

What happened

I held a savings account variant and debit card that the bank had stopped selling years earlier. The fee schedule was no longer on the website and the bank would not give me one in writing.

What I asked the Ombudsman for

A written schedule of charges for a product the bank no longer listed.

What the entity said

After the complaint, the bank emailed the complete schedule of charges for the discontinued product: ATM limits, annual fee, reissue fee, forex mark-up.

What the Ombudsman decided

Closed as resolved through facilitation, since the information asked for had now been supplied.

Helped

Did the Ombudsman help?

Yes. The bank produced in two weeks what it had not produced on request.

What I took from it

"Tell me in writing what you charge" is a clean, winnable ask. Narrow requests for information the bank is obliged to disclose get resolved quickly.

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.