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UA few months back I started facing login issue in DigiBank app(an android application for DBS Bank customers). They have the in-built chat options with customer care, but it’s mostly robot and at that time it was giving the option to confirm whether your current address has changed or not. After answering all the details, I submitted it and it showed “Request has been submitted”. On the same day, I got a mail that I need to do re-KYC otherwise my account ” may” get closed. After receiving no response from the bank, I tried to do the above procedure again. Again, I got no response. So I tried calling the customer care and they asked to send an email, stating that there is no change in my current address. After a few days, the request got declined. So, after a few days I decided to go to the local branch, and got to know that my account has already been closed on Dec 2, 2024 due to failure in re-KYC verification. I had some money, in my account, so asked the branch manager about the procedure to withdraw the amount, but as per them I should have already got a DD(which I never got). Called the customer care in the bank premise only, and they asked me to send an official mail and providing all the details of another bank account to which I want this amount to be transferred. And, they assured that within a week or 2, my amount will be credited to my other account. December passed, and I was still waiting for the credit to be done or at least a reply from bank side. In the first week of January, I again called the customer care, this time they asked me to wait till the end of January, as too many accounts were closed and too process all the requests, it’ll take around a month. Now, we are in February, still has not received any communication from bank side. And, they are also not ready to pay the interest for these 2 months (December and January).
Now, I’m thinking of filling an official complaint to RBI, how should I proceed. They also closed my account before communicating before and failing the verification from their side.
TL;DR
User faced login issues with the DigiBank app and attempted to resolve it via in-app chat. Despite multiple attempts (chat, email, and calls), there was no proper response from the bank. Later, the user found out their account had been closed on Dec 2, 2024, without prior notice.
The local branch manager claimed the client should have received a Demand Draft (DD) for the remaining balance, which the user never received. Customer care then asked for alternative bank details for a transfer, assuring completion within 1-2 weeks. Despite multiple follow-ups in January and February, the bank neither processed the refund nor agreed to pay interest for the delay.
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