Case studies / IndusInd Bank / 2026
Bank's account of an application contradicted by its own emails
Bank · Credit card application · credit-card application compensation
- Complaint no.
- N202526016035713
- Against
- IndusInd Bank
- Filed
- 16 Mar 2026
- Closed
- 28 Apr 2026
- Time taken
- 43 days
- Scheme
- RB-IOS 2021
- Closure clause
- 14(9)(a)
- Did it help?
- Helped
- Compensation
- ₹5,000
What happened
A card application made with the help of a bank executive, who gave assurances about it, went nowhere.
What I asked the Ombudsman for
An explanation of what happened to the application, and compensation.
What the entity said
The bank said the application came through a do-it-yourself online link with no executive involved, that I had dropped off midway, and that it then expired. It denied any assurance had been given.
My reply to the entity's response
A supplementary submission with a dated timeline and the bank's own messages, showing an executive was involved.
Did the closure deal with it? Yes.
What the Ombudsman decided
On the documents, the Ombudsman observed that the bank had made contradictory claims and advised it to pay ₹5,000. The letter added that if the amount was not credited in three days I could file a fresh complaint quoting this number.
Did the Ombudsman help?
Yes. The closure says in terms that the bank "made contradictory claims". That finding came from reading my evidence.
What I took from it
Two weeks in, I sent a supplementary submission: a dated timeline with each event tied to an email or screenshot. The bank's version could not survive next to its own messages.
Related complaints
- A cc'd email that became a complaint by accident (IndusInd Bank, 2026) 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.