Dear Mr. O’ Brien-
I really must congratulate you for being part of one helluva company. If at all there is an award for the worst Customer Experience that will definitely go to your company and your company’s Customer Service Department.
Cutting the 10 yr long association story short, here is the chronology of events – 1. End of January 2014 – I decide to Surrender my policy # 185835 and visit your center in Jayanagar 3rd Block, Bangalore. There is a lady sitting at the front desk who atleast seemed to project a demeanor of “I know it all” types. I explained to her that I have “lost” my policy but want to surrender it and get my money that is due. The lady gives me the surrender form “without telling me that there is also an affividit that is needed” as I have lost my original policy document. I just submit the surrender form and come back.
2. First week of Feb 2014: I receive the surrender value letter after 6/7 days. I go back to your Jayanagar office that weekend. I this time see a different lady at the front desk. I happily submit my surrender letter and ask her as to when will I get “my money”. The lady now gives me a shocker. She now tells me that “an affividit that is needed as I have lost my original policy document”. Mind you – she still does not tell me that a cancelled cheque and ID & address proof is required. Boy – dont you guys love to keep things secretive and make sure that you give as much trouble to the customer as is possible!!!! When I tell the lady as to why I was not told earlier, she tells me that it was a “sales lady” probably that was sitting the first time I came around. Now, am I supposed to know if that was a Sales lady or some other lady on the front desk!! On top of it this lady also has the audacity to tell me that it just takes a few hours to get the affividit done and as to why I am making such a fuss !!!! :((((
3. March 1st 2014 [Saturday]: All this while, I fail to notice that the surrender letter has a “end date” and it was Feb 16th in my case. I get the affidavit and get to your Jayanagar office by 10.30 AM. This time there is no one at the front desk. There is this person in the counter and then a big notice saying “All Servers Down; We are sorry”. Now I wonder what kinda office is this where the servers are down and they do not have a “fail over” capability. SHAME !!!!!!!!!!! SHAME ON YOU GUYS!!!!!!!!!!!!!!!!!!!!! I express my dis-pleasure and present the affividit with the surrender letter. The person now gives me an additional list of documents now – a cancelled cheque leaf, ID & address proof!!!!!!! He also asks me to come on Monday morning [March 3rd] saying that “all will be well”.
4. March 3rd, 2014 [Monday]: I take a few hours off from office and meetings in the morning and land at your Jayanagar office at around 10 AM. Fortunately the person in the counter is there. BUT ALAS !!! the notice with the note that the servers are down continue to be there to haunt me. Mind you – it is now over a month since I am running around for my money. The person asks me to again submit the surrender request and tells me that he will submit it and that I will receive the letter in the next 5 working days!!!!! I HAD BY THEN STOPPED BELIEVING ANYTHING THAT YOUR COMPANY SAYS !!!!! 🙂
5. March 14, 2014 [Friday]: It is over 10 days since I had submitted the surrender request and there is no clue on where we are. Also, there is no response on the few emails that I sent to you person in the office @ Jayanagar. I receive a letter from HDFC SL that my request is still under process.
It is going to be 60 calendar days by this week end and I am still to get my Surrender Letter. It is for the money that I had paid over the last 10 years that I am asking. Also, this is a process that does not exist with any other insurer. I say this coz’ I also parallelly surrendered BIRLA SUNLIFE and it was a cake walk!!!!
I will wait for 2 working days [I know that the website says 10 days Mr. O’ Brien but I have waited long enough and cant wait any longer] and if I do not receive a response, I will escalate it further through the different channels. I will also make sure that I put this on Social Media and get people’s attention as much as is possible. At least I will make sure to propogate that HDFC SL is definitely a company that people should stay away from !!!!
Disgruntledly yours,
Bhargav
————————————————————————————————————————————–
Bhargava Hukunda [email protected]
1:08 AM (4 minutes ago)
[email protected]
Dear Mr. Chikkam –
I really must congratulate you for being part of one helluva company. If at all there is an award for the worst Customer Experience that will definitely go to your company and your company’s Customer Service Department.
Cutting the 10 yr long association story short, here is the chronology of events –
1. End of January 2014 – I decide to Surrender my policy # 185835 and visit your center in Jayanagar 3rd Block, Bangalore. There is a lady sitting at the front desk who atleast seemed to project a demeanor of “I know it all” types. I explained to her that I have “lost” my policy but want to surrender it and get my money that is due. The lady gives me the surrender form “without telling me that there is also an affividit that is needed” as I have lost my original policy document. I just submit the surrender form and come back.
2. First week of Feb 2014: I receive the surrender value letter after 6/7 days. I go back to your Jayanagar office that weekend. I this time see a different lady at the front desk. I happily submit my surrender letter and ask her as to when will I get “my money”. The lady now gives me a shocker. She now tells me that “an affividit that is needed as I have lost my original policy document”. Mind you – she still does not tell me that a cancelled cheque and ID & address proof is required. Boy – dont you guys love to keep things secretive and make sure that you give as much trouble to the customer as is possible!!!! When I tell the lady as to why I was not told earlier, she tells me that it was a “sales lady” probably that was sitting the first time I came around. Now, am I supposed to know if that was a Sales lady or some other lady on the front desk!! On top of it this lady also has the audacity to tell me that it just takes a few hours to get the affividit done and as to why I am making such a fuss !!!! :((((
3. March 1st 2014 [Saturday]: All this while, I fail to notice that the surrender letter has a “end date” and it was Feb 16th in my case. I get the affidavit and get to your Jayanagar office by 10.30 AM. This time there is no one at the front desk. There is this person in the counter and then a big notice saying “All Servers Down; We are sorry”. Now I wonder what kinda office is this where the servers are down and they do not have a “fail over” capability. SHAME !!!!!!!!!!! SHAME ON YOU GUYS!!!!!!!!!!!!!!!!!!!!! I express my dis-pleasure and present the affividit with the surrender letter. The person now gives me an additional list of documents now – a cancelled cheque leaf, ID & address proof!!!!!!! He also asks me to come on Monday morning [March 3rd] saying that “all will be well”.
4. March 3rd, 2014 [Monday]: I take a few hours off from office and meetings in the morning and land at your Jayanagar office at around 10 AM. Fortunately the person in the counter is there. BUT ALAS !!! the notice with the note that the servers are down continue to be there to haunt me. Mind you – it is now over a month since I am running around for my money. The person asks me to again submit the surrender request and tells me that he will submit it and that I will receive the letter in the next 5 working days!!!!! I HAD BY THEN STOPPED BELIEVING ANYTHING THAT YOUR COMPANY SAYS !!!!! 🙂
5. March 14, 2014 [Friday]: It is over 10 days since I had submitted the surrender request and there is no clue on where we are. Also, there is no response on the few emails that I sent to you person in the office @ Jayanagar. I receive a letter from HDFC SL that my request is still under process.
It is going to be 60 calendar days by this week end and I am still to get my Surrender Letter. It is for the money that I had paid over the last 10 years that I am asking. Also, this is a process that does not exist with any other insurer. I say this coz’ I also parallelly surrendered BIRLA SUNLIFE and it was a cake walk!!!!
I will wait for 2 working days [I know that the website says 10 days Mr. Chikkam but I have waited long enough and cant wait any longer] and if I do not receive a response, I will escalate it further through the different channels. I will also make sure that I put this on Social Media and get people’s attention as much as is possible. At least I will make sure to propogate that HDFC SL is definitely a company that people should stay away from !!!!
Disgruntledly yours,
Bhargav
———- Forwarded message ———-
From: Bhargava Hukunda
Date: Wed, Mar 12, 2014 at 8:59 AM
Subject: Fwd: Pilocy #185835 – Surrender form
To: “[email protected]”
Any updates on this?
Bhargav.
———- Forwarded message ———-
From: “Bhargava Hukunda”
Date: Mar 11, 2014 4:36 PM
Subject: Pilocy #185835 – Surrender form
To:
Cc: “Bhargava H”
I had submitted the surrender form when ur servers were down last Monday & I hv still not received the surrender value.
Given the # of times you guus hv made me to run pillat to post for the last 40 days I plan on sitting for a dharna in front of your office this Thursday morning.
A frustrated / agitated customer
Bhargav