Serious Privacy IssuesHDFC Bank's documents/deliveries Delivered OPEN

For those who reach this space....
It's a first hand account of the communication with HDFC (support and customer care) over the quality of courier service they've been using and most of the documents/bank statements etc. I've received (and so many others i know) are OPEN.
Such issues seem to be taken very lightly by HDFC and there has been no hardcore corrective measure taken as yet by the bank.
(all my mails to the bank are in red)


---------- Forwarded message ----------
From: charles theodore
Date: Sun, May 25, 2008 at 5:28 PM
Subject: Re: Courier details of the welcome kit and password
To: HDFC Securities , customercare@hdfcsec.com, Gnaresh@bluedart.com


Hi There,
I just received my password day before yesterday and that too the envelope was "OPEN". On checking with the courier boy, he mentioned nothing and refused to comment on it.
This whole episode is "Thoroughly ANNOYING" and i would like to ask the concerned authorities one question " If my account gets "hacked" who is to blame ? would HDFC securities take the blame or would Blue Dart take it up ??
I'm moreover surprised that Blue Dart which is a renowned courier company has such goof up's. I wonder how do you'll survive internationally, without anyone suing Blue Dart in court for such instances.
I'm working in the online media service industry too and if there are such instances, we not only take to task the personnel responsible for this, but also make good to our clients.
I would, as a customer demand an explanation for this and expect a revert at the earliest.

Regards,

Charles Theodore

from customercare@hdfcsec.com
to charles.theodore@gmail.com
date Mon, May 26, 2008 at 5:02 PM
subject HDFC Securities - Call ID# 01312298



Dear Mr. Charles Theodore,

This is in reference to your mail.

At the very outset we regret the inconvenience caused to you. Please be informed that we have forwarded your complaint to courier agency ad assure that corrective measures will be taken so that the same is not repeated in future.

Thanking and assuring you of our best services always.

With Regards

Rashmi Mahadik
Sr. Executive
Customer Care Desk
HDFC Securities Ltd.
Contact : 28346600 (Mumbai)
1800-22-9700 (Toll Free)
Email : customercare@hdfcsec.com
Note : 1. w.e.f. 15th-February-2008, every duplicate request for Password /
Ledger /contract note (physical copy) will be charged Rs.25/- + Rs.3/- (ST)
2.w.e.f. 01st-April-2008, we will be sending only Digitally Singed Contract
Notes to your registered Email Id. Any request for physical copy will be
charged Rs.25/- + Rs.3/- (ST)



from charles theodore
to "customercare@hdfcsec.com"
date Mon, May 26, 2008 at 5:15 PM
subject Re: HDFC Securities - Call ID# 01312298
mailed-by gmail.com


Hi Rashmi,
Thanks for the immediate reply and I would really expect "IMMEDIATE" action on this, by your concerned staff and HDFC authorities.
As mentioned, being in media, I have a lot of colleagues/friends, in all parts of the city and India and I've also accumulated similar grievances from all. The reason I'm mentioning this is that such instances should not be repeated with any customer(s) at all, which of course is in the good interest of your bank.
I would at this point mention, that customer privacy/security issues is a big issue internationally and have tremendous support from like minded individuals. [I'm sure HDFC employees are individuals too].
I would expect a confirmatory mail/call/action from HDFC in this regard, at the earliest, failing which I shall try to contact senior officials in the bank and also write/publish this on the internet and other media.
It maybe the close to the end of your working day, but the beginning of a serious issue, if not addressed seriosuly.
Looking forward to a quick response.

Cheers,

Charles Theodore

from NehalM@bluedart.com
to customercare@hdfcsec.com,
charles.theodore@gmail.com
cc TL.customercare@hdfcsec.com,
Vishal.Suvarna@hdfcsec.com
date Tue, May 27, 2008 at 2:12 PM
subject RE: HDFC Securities - Call ID# 01315000
mailed-by bluedart.com

Dear Rashmi,

Self have spoken with the account holder and we have already initiated investigation on same.

Dear Mr Theodore,

Further to our telecon, one of our security team incharge will be get in touch with you for the same.

Regards,
Nehal Mody
Blue Dart Express Ltd.
Tel# 2839 6444 Ext# 33185

"Winning doesn't always mean being first; winning means you're doing better than you've done before."


from charles theodore
to NehalM@bluedart.com
cc customercare@hdfcsec.com,
TL.customercare@hdfcsec.com,
Vishal.Suvarna@hdfcsec.com
date Tue, May 27, 2008 at 2:25 PM
subject Re: HDFC Securities - Call ID# 01315000
mailed-by gmail.com

Thanks for the mail. Would further appreciate, if we can reach the core of this problem and such issues are resolved once in, for all.
As mentioned, I would appreciate if all communication, in this regard is documented on mail.

Regards,

Charles


from charles theodore
to NehalM@bluedart.com
cc customercare@hdfcsec.com,
TL.customercare@hdfcsec.com,
Vishal.Suvarna@hdfcsec.com
date Fri, May 30, 2008 at 4:53 PM
subject Re: HDFC Securities - Call ID# 01315000
mailed-by gmail.com


Nehal,
I haven't heard from you after the last communication. Have you guys forgotten about the issue ??

Rgds,

Charles

--------------------------------------------------------------------------------------

charles theodore to
support@hdfcbank.com
date Mon, May 26, 2008 at 4:58 PM
subject Bank statements etc. delivered OPEN
mailed-by : gmail.com


To whomsoever it may concern,

I have a grave concern about mine and the banks security/privacy measures. For the past few months i have been receiving my bank statements and the envelopes are "ALWAYS OPEN".
To add to it, my DEMAT account password envelope was also delivered (on Friday) "OPEN" and that to by a renowned courier company "Blue Dart".
I do not understand the kind of relationship/alliance/tie up that HDFC (and HDFC bank) has with their official courier/mailing companies, but this if not taken care of right away, i'm sure, will cause a lot of heartburn to HDFC bank, considering the future HDFC bank customers and those that are already facing this.
Is it that the bank is cost cutting and employing services really cheap(ethically) courier companies or you guys are really short of good quality gum.
Earlier, today i spoke to Arif Khan and his supervisor Meghna Hoogan at the HDFC phone banking services, in Mumbai. Call center complaints are usually useless, if not addressed seriously, however Meghna assured me that this would be forwarded and taken up seriously.
I've worked with online media companies, which also have a huge say in the service industry ,and whenever faced with such issues, we've always tried to solve/reverse it.
I'm writing this mail to a customer service email id and do not expect an immediate reply/action, but expect it in 2-4 days, considering its India, with its protcol and bureaucracy.
However, if I do get a confirmation reply (earlier than expected), with actionable points and a time frame for the issue to be solved (and ofcourse action, which i would see in my next courier), I would consider HDFC bank / HDFC Ltd, to be a really customer friendly company, whose interested to leverage this quality for their business.

Cheers,

Charles M Theodore


from HDFC Bank Support
to charles theodore
date Tue, May 27, 2008 at 5:51 PM
subject RE:'HBL=005-383-317' Bank statements etc. delivered OPEN
mailed-by hdfcbank.com

hide details May 27 (5 days ago)


Dear Mr Theodore,

Thank you for writing to us.

We are forwarding your query to the concerned team which will respond to you shortly. Kindly await the correspondence from them.
For further detailson trading account, kindly write to customercare@hdfcsec.com which is a specialized cell to address your queries.

Assuring you of our best services.

Warm Regards,
Saikat Sen
Customer Support
HDFC Bank Ltd.
==============================================================
Disclaimer :
The information contained herein (including any accompanying documents) is
confidential and is intended solely for the addressee(s)only and may constitute priveleged information. If you have erroneously received this message, please immediately delete it and notify the sender. Also, if you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this message or any accompanying document is strictly prohibited and is unlawful. The organization is not responsible for any damage caused by a virus or alteration of the e-mail by a third party or otherwise . The contents of this message may not necessarily represent the views or policies of HDFC Bank Ltd.





from charles theodore
to HDFC Bank Support
date Fri, May 30, 2008 at 4:55 PM
subject Re: 'HBL=005-383-317' Bank statements etc. delivered OPEN
mailed-by gmail.com

Saikat,

I have not heard from HDFC after this ?? Has the issue been forgotten ??

Rgds,

Charles


HDFC Bank Support
We have received your e-mail dated May 30, 2008 regarding Bank Statement and ...
May 31 (1 day ago)
HDFC Bank Support to me



from HDFC Bank Support
to charles theodore
date Sat, May 31, 2008 at 6:04 PM
subject RE:'HBL=005-383-317' Bank statements etc. delivered OPEN
mailed-by hdfcbank.com


Dear Mr Theodore,

Thank you for writing to us.
We have received your e-mail dated May 30, 2008 regarding Bank Statement and deliverables.
We assure that all deliverables are sent in sealed envelopes at our end.
We request you to provide us with your Account Number or Customer ID to enable us to assist you further.

We look forward to your reply.

Warm Regards,
Amit Goyel

Customer Support
HDFC Bank Ltd.

"For faster resolution of your queries,kindly mention your Account Number/ Customer ID in all correspondence with us."

Disclaimer :
The information contained herein (including any accompanying documents) is confidential and is intended solely for the addressee(s). If you have erroneously received this message, please immediately delete it and notify the sender. Also, if you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this message or any accompanying document is strictly prohibited and is unlawful. The organization is not responsible for any damage caused by a virus or alteration of the e-mail by a third party or otherwise . The contents of this message may not necessarily represent the views or policies of HDFC Bank Ltd.
Regd. Office : HDFC Bank Ltd., HDFC Bank House, Senapati Bapat Marg, Lower Parel (W), Mumbai - 400 013.



from charles theodore
to HDFC Bank Support
date Sat, May 31, 2008 at 6:18 PM
subject Re: 'HBL=005-383-317' Bank statements etc. delivered OPEN
mailed-by gmail.com



Hi Amit,

Thanks for the reply. Given the assurance that the deliverables are sent in "sealed" envelopes, it would mean that the courier agency is at fault. In such a case, HDFC would need to take this up seriously with "whoever concerned".
Privacy of customers and their documents, is a big issue and if not resolved will snowball badly causing blemishes to the banks reputation. I would urge the bank to take this up seriously as its not only an issue with me, but most of my friends face the same.
Below is my account number and customer id

Account number : 0060105000****
Customer id : *****

Also, pls note, the initial mail was sent on May 26 and not on May 30. I hope this process can be sped up.
Nonetheless, I shall await a revert on this at the earliest. It maybe the end of a working day for you, but just the beginning of a grave issue.

Regards,

Charles Theodore



From HDFC Bank Support
to charles theodore
date Sun, Jun 1, 2008 at 6:27 PM
subject RE:'HBL=005-383-317' Bank statements etc. delivered OPEN
mailed-by hdfcbank.com



Dear Mr Theodore,

Thank you for writing to us.

This is in reference to your e-mail dated May 31, 2008 regarding Bank Statement and deliverables.

We have noted your query and will revert to you within 5 working days.

The Reference Number for the above query is A52850244 which may be quoted in all future correspondence with us.

Also, you can get the status update by speaking to our Phonebankers quoting the above Reference Number.

For our phone banking numbers, kindly visit http://www.hdfcbank.com/common/customer_center.htm


Warm Regards,
Amit Goyel
Customer Support
HDFC Bank Ltd.

"For faster resolution of your queries,kindly mention your Account Number/ Customer ID in all correspondence with us."
Disclaimer :The information contained herein (including any accompanying documents) is confidential and is intended solely for the addressee(s). If you have erroneously received this message, please immediately delete it and notify the sender.
Also, if you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this message or any accompanying document is strictly prohibited and is unlawful. The organization is not responsible for any damage caused by a virus or alteration of the e-mail by a third party or otherwise . The contents of this message may not necessarily represent the views or policies of
HDFC Bank Ltd.
Regd. Office : HDFC Bank Ltd., HDFC Bank House, Senapati Bapat Marg, Lower Parel (W), Mumbai - 400 013.




On Sun, Jun 1, 2008 at 6:27 PM, HDFC Bank Support wrote:

Dear Mr Theodore,

Thank you for writing to us.
This is in reference to your e-mail dated May 31, 2008 regarding Bank Statement and deliverables.
We have noted your query and will revert to you within 5 working days.
The Reference Number for the above query is A52850244 which may be quoted in all future correspondence with us.
Also, you can get the status update by speaking to our Phonebankers quoting the above Reference Number.
For our phone banking numbers, kindly visit http://www.hdfcbank.com/common/customer_center.htm

Warm Regards,
Amit Goyel
Customer Support
HDFC Bank Ltd.

"For faster resolution of your queries,kindly mention your Account Number/ Customer ID in all correspondence with us."

Disclaimer :
The information contained herein (including any accompanying documents) is confidential and is intended solely for the addressee(s). If you have erroneously received this message, please immediately delete it and notify the sender. Also, if you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this message or any accompanying document is strictly prohibited and is
unlawful. The organization is not responsible for any damage caused by a virus or alteration of the e-mail by a third party or otherwise . The contents of this message may not necessarily represent the views or policies of HDFC Bank Ltd.
Regd. Office : HDFC Bank Ltd., HDFC Bank House, Senapati Bapat Marg, Lower Parel (W), Mumbai - 400 013.





charles theodore to HDFC

from charles theodore
to HDFC Bank Support
date Sun, Jun 1, 2008 at 11:32 PM
subject Re: 'HBL=005-383-317' Bank statements etc. delivered OPEN
mailed-by gmail.com


Amit,
I think HDFC is gone into a slumber!! And me as a customer who has faced this issue...
You'll seem to have some "standard replies". For eg. this mail was sent as a reply to your mail which mentioned that my initial mail was sent on May 30 whereas my initial mail was sent on May 26.
This shows the complacency of the staff that attends to such issues and almost have automated replies.
This is a customer privacy issue and should be taken up very very seriously.
I'm an avid blogger and i'm surely going to blog about this and make this a public issue if not handled with interest.
Also, i'm sure HDFC is going to bear a lot over this, if not handled seriously.

Regards,

Charles