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Axis Bank

Axis Bank review: Banking services and staff misconduct

S
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3:59 pm EDT
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Dear Sir / Madam,
I am writing to register a formal complaint and request an immediate internal investigation regarding the handling of my partnership current account and repeated failures by Axis Bank employees to provide internet/mobile banking access and adequate customer support. I have attached screenshots of my chats and the documents exchanged for your reference.
• Account type: Partnership current account (opened via Mr. Shiv Narayan Singh).
• Despite the account being opened, I was not provided internet banking or mobile banking credentials by Mr. Shiv Narayan Singh. After his notice period, he moved to another bank but assured me he would assist if needed.
• I repeatedly followed up and was passed between multiple Axis employees, none of whom resolved the issue and one of whom used abusive language toward me.
Timeline & facts (as per attached screenshots and chat logs)
1. I asked Mr. Shiv Narayan Singh for internet/mobile banking credentials after the account was opened. He gave me the contact number of an Axis employee, Arti: +91-95547 07798. Despite repeated messages, no action was taken by Arti between 22 Aug 2025 and 28 Aug 2025 (see attached chat screenshots).
2. Mr. Shiv Narayan Singh then gave me contact for Mr. Gulab Singh: +[protected], whom he presented as Branch Manager, Aashaiana branch. Mr. Gulab assured me he would prioritise the matter and resolve it within four working days.
3. Mr. Gulab referred my case to Sumita Singh: +91-88533 18243. Sumita initially sent a document promising completion in “a week / 5–6 working days.” The first document she shared was incorrect for a partnership account (page 7 showed only one name). I highlighted the error and she resent documents.
4. On 11 Sep 2025, Sumita told me one signature was missing. At no point were either Sumita or Mr. Gulab clear about where signatures were required; I was not guided on how to complete the form correctly (see attached screenshots).
5. I followed up repeatedly. Mr. Gulab repeatedly asked me to wait “4 working days” and reassured me he would take it up personally. On Wednesday, 17 Sep 2025 (the fourth promised day), I called Sumita twice and Mr. Gulab. Mr. Gulab called me back and used the phrase “DANDA NA KARO” when speaking to me — an abusive, threatening/slang remark. This conduct is unacceptable.
6. Throughout this process, multiple Axis staff who visited my home when the account was opened are now unresponsive and have not provided the promised assistance.
Major issues & concerns
• Why were internet/mobile banking credentials not provided at account opening?
• Why were incorrect documents sent for a partnership account?
• Why was there no clear guidance on where signatures were required?
• Why did Arti fail to act for the period shown in the chat logs?
• Why did Mr. Gulab Singh use abusive/slang language (“DANDA NA KARO”) toward a customer?
• Why must I repeatedly follow up with no resolution?

Relief & action requested
1. A full and immediate internal investigation into the handling of my case, including the conduct of: Mr. Gulab Singh, Sumita Singh, Arti (name and number above).
2. A clear written explanation of why the activation of my internet/mobile banking was delayed and why incorrect documents were shared.
3. Immediate activation of internet and mobile banking for my partnership current account.
4. Written acknowledgement of this complaint and a response describing the corrective actions to be taken within 7 working days of receipt of this email.
Attachments (included):
• Chat screenshots with Arti, Mr. Gulab Singh and Sumita Singh (showing dates and messages).
• The incorrect document originally provided (page showing only one name).
Please treat this matter as urgent. I expect a prompt acknowledgement of this complaint and a detailed response addressing each point above. If you require any additional information or original documents, I will provide them upon request.

Claimed loss: Mental Harassment

Desired outcome: Nil

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  4. Axis Bank address
    Bombay Dyeing Mills Compound, Pandurang Budhkar Marg, Worli, Mumbai, Maharashtra, 400025, India
  5. Axis Bank social media
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    Sep 18, 2025
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