My email on two other customers' records

Bank · Savings account · wrong-email account

Complaint no.: N202627016015307
Against: Yes Bank
Filed: 14 Aug 2026
Closed: 16 Sep 2026
Time taken: 33 days
Scheme: RB-IOS 2026
Closure clause: 14(8)(e)
Did it help?: Partly helped
Compensation: None

What happened

I was receiving banking communications meant for two unrelated people. My email address was on their records.

What I asked the Ombudsman for

Remove my email from both records, confirm what had been sent to me, and compensate for time and harassment.

What the entity said

The bank said those customers had supplied the address themselves at onboarding and it had recorded what it was given. It removed the address from one record; the other account had never been opened. It said nothing of mine had been disclosed and no financial loss had been shown.

My reply to the entity's response

A three-page reply with exhibits, plus a supplementary note when the bank, after the complaint, emailed me the other customer's unmasked customer number.

Did the closure deal with it? In part.

What the Ombudsman decided

Corrective action taken. Since there was no financial loss, the request for compensation was not accepted. Closed in 33 days.

Partly helped

Did the Ombudsman help?

Partly. The email was removed. The closure described the bank's defence as though I had complained of my own data being disclosed, which was the reverse of the complaint, and refused compensation for lack of financial loss although I had claimed under the head that does not need one.

What I took from it

Without a quantifiable loss, compensation depends on the bank offering it or on some separate failure in handling. Here there was neither.

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.