I had been banking with Axis Bank for over 10 years now. When I had opened my account, I was given a Burgundy status because of the account opening amount. Because of various reasons, I used Axis Bank as a ‘secondary account’ for several years.

A couple of years back – perhaps before CoVid, my Relationship Manager had informed me that I could open new accounts of the other members of my family and they would all be Burgundy accounts. At that point in time, I agreed to open my wife’s account (given that it would also receive the Burgundy privileges).

The account opening was smooth. After a few days I now realize that I am no longer holding the Burgundy status and my account is now downgraded. When I checked, I was told that I no longer satisfy the criteria for Burgundy and hence I was downgraded. Interestingly, my wife’s account was still a Burgundy account.

A few days later, my wife receives a call that she can add the other members of the family to the Burgundy status. After a few calls, I decided to get ‘upgraded’ once again. To avail this, I had to go to the bank and fill up a form. Reluctantly, I go to the bank and fill up the forms. When I checked with the Relationship Manager after a few months (no update from Axis Bank till then), I was updated that I still do not qualify for the Burgundy status and that he is still trying.

I wonder if it is the Relationship manager who is behaving in an unprofessional manner. Interestingly, even the earlier Relationship Manager (few years back) was quite indifferent and he made me feel as if it is my ‘privilege’ to bank with Axis Bank.

Now, my wife is receiving SMS from Axis Bank that she can be a part of the Burgundy program by meeting the Burgundy eligibility criteria.

I do not understand the following –
1. My wife’s account was opened based on my account and now she is a privileged account holder while I am not. This is weird.
2. What is Axis Bank achieving by making false promises and wasting our time?
3. Wonder why Axis Bank is having a tough time keeping track of the customer information.

My recommendations to Axis Bank
1. Implement Master Data Management (for all the data across the various channels).
2. Ensure that the Relationship Managers take the Relationship with the customers seriously and not make false promises.

If you are looking for good service, I would not recommend Axis Bank.
#AxisBank #Burgundy #CustomerService