Case studies / Kotak Mahindra Bank / 2026
The bank's reply to me was addressed to the other customer
Bank · Savings account · wrong-email account
- Complaint no.
- N202627016018837
- Against
- Kotak Mahindra Bank
- Filed
- 14 Sep 2026
- Closed
- 13 Oct 2026
- Time taken
- 29 days
- Scheme
- RB-IOS 2026
- Closure clause
- 14(8)(e)
- Did it help?
- Partly helped
- Compensation
- None
What happened
After the earlier case was closed on a consent I had not given, I wrote asking for the record to be corrected. That request was registered as a fresh complaint against the bank. By then there was also a new problem: the bank's nodal office had addressed its reply to me using the other customer's name, disclosing who he was.
What I asked the Ombudsman for
Correction of the record of my consent.
What the entity said
The bank re-examined, repeated that the email had been marked inactive on the other record, and explicitly acknowledged and regretted addressing its letter to the wrong name, calling it an inadvertent mix-up.
My reply to the entity's response
I said the bank had not re-examined anything, and showed that its reply to me was addressed to the other customer by name.
Did the closure deal with it? In part.
What the Ombudsman decided
A longer speaking order this time. The bank had taken corrective measures and the complaint was treated as dealt with. No compensation.
Did the Ombudsman help?
Partly. This time the order set out my rebuttal properly and the bank admitted the misaddressed letter. The wrongly recorded consent in the first case was never corrected.
What I took from it
A second complaint was taken up here because there was a fresh event, the misaddressed letter. A new cause of action is what separates a valid second complaint from a duplicate. The practical problem was fixed, so I let it rest and recorded my disagreement in the portal feedback.
Related complaints
- Another customer's record carrying my email since a 2015 bank merger (Kotak Mahindra Bank, 2026) Disputed closure
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.