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HindustanTimes Fri,18 Apr 2014

Just sms 'Unhappy' to solve issues with SBI

PTI  Mumbai , March 21, 2011
First Published: 18:05 IST(21/3/2011) | Last Updated: 18:09 IST(21/3/2011)

Not satisfied with the services you get from the nation's largest lender State Bank and want to get back to the bank on the same? Forget the pen and paper to write it down or even email the same, just message "Unhappy", and your issue will be resolved within 48 hrs.

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After being on pilot test since last October, at select centres and seeing the huge response, bank chairman Om Prakash Bhatt on Monday launched the initiative in Bhopal.

With this nationwide customer service initiative called 'SMS Unhappy' to serve its 130-million strong customers, SBI did away with the previous mode of registering complaints in writing.

Prior to this, an SBI customer had to file a complaint by writing in to the individual branch, or by sending an email to the bank, detailing his problem.

With this initiative, anyone can lodge it by sending an SMS with "Unhappy", to 8008202020, which would reach the bank's "Happy Room" at the circle headquarters, from where a bank executive would call the customer back on his mobile phone, understand the nature of the problem and then take up the same with his the branch, Bhatt said.

And when the issue has been resolved, the customer will be contacted by his branch.

Under the scheme, he said, most of the complaints will be closed within 48 hrs. "Feedback received from the pilot run has been very encouraging and already complaints are on a decreasing trend," Bhatt added.

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