Three months of disputed card charges and copy-paste replies

Bank · Credit card · credit-card charges compensation

Complaint no.: N202526016000405
Against: Axis Bank
Filed: 5 Apr 2025
Closed: 18 Jul 2025
Time taken: 104 days
Scheme: RB-IOS 2021
Closure clause: 14(9)(b) r/w 3(1)(h)
Did it help?: Helped
Compensation: ₹10,000

What happened

Charges were levied on a credit card in January, February and March 2025. Each month I disputed them, each month the bank reversed them, and each month they came back. The written replies were the same template every time and did not answer what I had asked.

What I asked the Ombudsman for

Stop the recurring charges, answer my questions properly, and compensate for three months of template replies.

What the entity said

The bank pointed out that all the disputed charges had already been reversed and that the process had been explained on a call.

My reply to the entity's response

I kept copying the Ombudsman on each non-answer from the bank and listed the questions it had not answered.

Did the closure deal with it? Yes.

What the Ombudsman decided

The Ombudsman's office advised the bank to compensate me. The bank credited ₹10,000 to the card on 17 July 2025. The office then phoned me, I agreed to closure, and the case was closed as resolved with consent.

Helped

Did the Ombudsman help?

Yes. The office advised compensation and called me before closing. It took 104 days.

What I took from it

Reversal of the charge does not end the matter. Repeated errors and non-answers are a deficiency in themselves. I copied every exchange into the complaint so the pattern of template replies was visible.

Related complaints

Second complaint filed while the first was still open (Axis Bank, 2025) Not maintainable

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.