dhawaall panchal

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My best

Customer Service Department/ Compliant redressal Department
Kotak Mahindra Bank

Subject: Strong Complaint against Mr. Jitendra More (suppose to be money loading person from bank, for Mistreatment of Customers in the ATM Kiosk

Dear Sir/Madam,

I am writing to express my extreme dissatisfaction and deep concern regarding the unprofessional behavior and mistreatment I experienced at one of your ATMs located in Acropolis Mall, Thaltej, Ahmedabad - Gujarat on 19th July 2023, at approximately 3:15 pm. This incident involved Mr. Jitendra More, who claimed to be an employee of Kotak Mahindra Bank.

As an NRI customer, I have always trusted Kotak Mahindra Bank for its services and professionalism. However, the encounter I had with Mr. Jitendra More has left me appalled and deeply disappointed. I was in the midst of a transaction at the ATM when Mr. More entered and interrupted my withdrawal process, insisting that he needed to load money. I politely requested him to wait until I completed my transaction, as it was my turn to use the ATM. Instead of showing understanding and respect for a fellow customer, Mr. More began to argue with me, displaying a complete disregard for my concerns.

When I mentioned my intention to file a complaint against him, Mr. More callously replied that I could do whatever I felt like, demonstrating a complete lack of professionalism and customer-oriented behavior. Furthermore, his refusal to provide his full name and insistence on being referred to as "Jitendra More" only added to the uncooperative and disrespectful attitude he exhibited during the incident.

As a loyal customer of Kotak Mahindra Bank, I believe it is essential to bring such incidents to your attention so that appropriate actions can be taken to rectify the situation and prevent similar incidents from recurring. It is imperative that your employees and representatives uphold the highest standards of professionalism, respect, and courtesy when dealing with customers.

I kindly request the following actions be taken:

1. Conduct a thorough investigation into the incident involving Mr. Jitendra More at the Acropolis Mall ATM in Ahmedabad on 19th July 2023, at approximately 3:15 pm.
2. Disciplinary action should be taken against Mr. Jitendra More for his unprofessional behavior and mistreatment of customers, as his actions do not align with the values and expectations of Kotak Mahindra Bank.
3. Strengthen training programs for your employees and representatives, emphasizing the importance of customer service, respect, and adherence to proper protocols while interacting with customers.
4. Ensure that measures are in place to prevent unauthorized personnel from entering the ATM kiosk while transactions are ongoing, in order to protect the privacy and security of customers.

I would like to emphasize that my trust in Kotak Mahindra Bank has been significantly shaken as a result of this incident. I hope that you take this complaint seriously and promptly address the matter to restore my confidence in your institution. I trust that you will investigate this incident thoroughly and take appropriate action to rectify the situation. I also have that person's Picture

I look forward to receiving a written response within 10 business days, acknowledging the receipt of this complaint and providing details of the actions taken to address the issue. Furthermore, I kindly request that you keep me informed of the progress made in resolving this matter.

Thank you for your immediate attention to this matter. I sincerely hope that you will take the necessary steps to ensure that incidents like these are not repeated in the future and that the reputation of Kotak Mahindra Bank as a customer-centric institution is upheld.

Yours faithfully,

dhawaall panchal

Great work and smooth ops support with smile and courteousness by Ms. Ashwariya and Neema bhatt VFS Ahmedabad.

Keep up the great smile and good work.