Sharing another customer service woe, this time with HDFC Life. I purchased a life insurance policy. They emailed me a letter. The letter has a very old office address on it. Said letter also has a link to a portal where I could update the contact details. The portal displayed a different address - which I have never been associated with. It also displayed a different email address and phone number from that on the letter.
I wrote to them, asking where they were pulling this data from. They responded with a form that I must fill up in order to have the address updated. And of course I needed to attach proofs to substantiate this address.
Indignant, I wrote back, specifically asking _them_ to provide copies of documents basis which _they_ had established these two physical addresses as mine. I also asked them for a copy of the form filled by me when applying for the policy, and a copy of the address proof I had provided then.
No dice. They keep replying back asking _me_ to provide _them_ with a proof of my current address, while not even acknowledging my concerns - where are they getting these addresses from, and how many printed letters with my private financial information have they despatched so far to these random addresses.
What is happening in corporate India? Is everybody just constantly reading from a script with no application of the mind? Is there fear and terror in the customer service departments, such that no trace of human intellect must be betrayed and only the bidding of the higher echelons must be done, customer satisfaction be damned.
Rhetorical rant: What is this manic obsession with data collection by companies? When the government does it, we well understand what their motives are. After all they've foisted the half baked CKYC system upon us. I have traced one of the bad addresses to that database, from where it is sending it to all other financial institutions. Of course I never provided that address, nor could I every have produced any "proof" for that address. How, then, did one of the financial institutions upload this junk address into the system? Why would HDFC override the address I explicitly gave with garbage from this system? And do citizens have any forum to knock to fix all this swapping of garbage?
I wrote to them, asking where they were pulling this data from. They responded with a form that I must fill up in order to have the address updated. And of course I needed to attach proofs to substantiate this address.
Indignant, I wrote back, specifically asking _them_ to provide copies of documents basis which _they_ had established these two physical addresses as mine. I also asked them for a copy of the form filled by me when applying for the policy, and a copy of the address proof I had provided then.
No dice. They keep replying back asking _me_ to provide _them_ with a proof of my current address, while not even acknowledging my concerns - where are they getting these addresses from, and how many printed letters with my private financial information have they despatched so far to these random addresses.
What is happening in corporate India? Is everybody just constantly reading from a script with no application of the mind? Is there fear and terror in the customer service departments, such that no trace of human intellect must be betrayed and only the bidding of the higher echelons must be done, customer satisfaction be damned.
Rhetorical rant: What is this manic obsession with data collection by companies? When the government does it, we well understand what their motives are. After all they've foisted the half baked CKYC system upon us. I have traced one of the bad addresses to that database, from where it is sending it to all other financial institutions. Of course I never provided that address, nor could I every have produced any "proof" for that address. How, then, did one of the financial institutions upload this junk address into the system? Why would HDFC override the address I explicitly gave with garbage from this system? And do citizens have any forum to knock to fix all this swapping of garbage?