A highly reupted senior citizen couple has faced a situation.
Customer is maintaining joint savings account (husband and wife) in Public Sector Bank, and performance of the account is excellent. Wife wanted to have locker in the bank. Bank manager (Branch 1) stated locker is not available but another branch(branch 2) in the same locality is having vacant lockers and spoke to the Brach Manager of other branch and after their discussions confirmed that customer shall be given locker and conditions are:
-stamp paper of Rs.50/-
-2 photo each
-PAN Card copy
-address proof
-1st year rent in cash/or debit from SB a/c maintained in bank (branch 1)
-3 year advance rent in the shape of FD, and amount shall be debited from SB a/c maintained in bank (branch 1)/or pay in cash.
-and no more FD of any other amount shall be taken and no lien shall be marked on FD.
Both branches are CBS branches.
Both husband and wife approached branch manager of branch 2, with all documents and branch manager confirmed locker shall be given with in no time. Later she added that FD of Rs.10000/- shall have to be made in her branch and lien shall be marked in favor of the bank. Both husband and wife were surprised and spoke to Branch manager (branch 1) who again confirmed as per internal process of the bank or RBI guidelines this is not asked, therefore customers asked branch manager of branch 2 to handover the copy of the bank rules or RBI rules on terms and conditions for issue of locker and for FD of Rs10000/-.
She stated such copies are not available and that they should go to another employee designated as "Officer", and if he is satisfied then only locker shall be issued.
The unfair and rude and insulting drama started. This officer and Branch manager had private discussions and officer stated no locker is instantly available, and some customer NRI living abroad have called them to wait for them and they shall vacate lockers on coming to India, and customers may leave phone number and if available they shall be informed, and that they shall have to open account with them and FD with lien as asked shall have to be given. He refused to give any paper/ complaint form and to receive any complaint. Lady Branch manager also became rude, and refused to give any complaint receipt.
Branch manager (branch 1) also stated on phone to fulfill the demands of the lady BM and not to call him and involve him.
Customers called toll free helpline numbers from bank phone and were not issue any complaint number, and
Lady BM and officer interrupted and disconnected the phone and called the gun wielding guard and created nuisance and asked them to leave the bank.
The couple have enquired from other banks and found that there is no such rule of FD with lien, and banks ask the customers to sign on printed form affixed on stamp paper which mentions that if the locker is vacated before 4 years advance rent payable shall not be refunded and by his free will customer is giving FD with lien.
Kindly advice what should be the complaint and to whom by the customers. They feel that a criminal complaint for penultimate action should be made.
