Indian banks offer convenient ways for consumers to get in touch with the bank’s customer care and get help to solve queries related to credit cards, or other banking related services and products. Conventionally, banking consumers have preferred to interact with a human on a phone call or visit the nearest branch of the bank to resolve queries. Now, the process of handling customers’ credit card queries are being solved online by a live agent and virtual assistant, a.k.a chatbot—besides call, email and sms.
Remember, your experience on how the query was handled can be different on the basis of tools and resources made available by the bank offering customer service for credit cards. While most banking services can be carried out online using the bank’s website or mobile application, there are AI-enabled chatbots to guide you through basic queries like report lost or stolen credit cards, pay bills or EMIs, transfer funds, among others.
Top Banks Offering Credit Card Customer Care
Forbes Advisor has put together a guide to help credit card consumers connect with their bank’s customer care. Beware, credit card scams are at large with perpetrators trying to sneak into your personal banking data, both online and offline. It is a healthy practice to stay connected and get relevant banking help from your bank’s customer care.
The above details on credit card customer care for top banks are up to date as on Nov. 7, 2022. While we update this information regularly, some banks may have introduced new tools and resources to solve your queries since the page was last updated.
Connect with Credit Card Customer Care
Live agent chat online: A few Indian banks have implemented live agent chat online feature on their official website to allow consumers to directly connect with the customer representative. Typically, one has to select their query from listed options, verify their registered mobile number via OTP. A live agent will then connect to help. Such features are mostly reserved for consumers whose queries are not listed on chatbots, or support FAQs.
Virtual banking assistant (chatbot): Banks have installed chatbots, with a unique name, on the homepage of their official website while some banks, like Kotak Mahindra, require an individual to login to their internet banking site to get virtual assistance. Consumers can either choose from the given list of queries, or type manually, whose responses are enabled with machine learning technology using artificial intelligence and natural language processing capabilities.
This feature enables an individual to execute queries like PIN change, fund transfers, online recharge or credit card bill payment, generate mini statements, etc.
Some banks have implemented similar features of virtual assistance to their Whatsapp and SMS banking, too.
Mobile banking app: Many mobile banking applications provide consumers with relevant help to carry out credit card related services, and also get help from chatbots to use various functions that can be carried out online.
Whatsapp banking number: Most credit card offering banks provide customer care through Whatsapp, with features similar to virtual banking assistance. Users have to choose from limited options on Whatsapp to get help for their credit card related queries, which eventually leads to sharing of helpline number of the customer care.
Credit card helpline number: It is mandatory for all banks to provide customer care numbers on their flyers, brochures, and websites to help callers connect directly with the bank’s representative over the phone. Bank’s credit card customer care via IVR is open for 24*7, while executives are available to speak from 8-9 a.m. to 6-8 p.m. on Monday to Saturday in both Hindi and English languages.
Remember, besides bank holidays in India, banks are closed on second and fourth Saturdays of every month while Sundays are declared holiday as per the negotiable Act. Also, there are bank holidays that fall on Saturday.
Remember, callers from outside India are provided with a separate number to connect with the credit card customer care agent.
Banks provide credit card customer care help via helpline numbers:
- Premium number: Numbers with 1860 initials are chargeable per minute basis. This charge is significantly higher than calling local numbers.
- Toll-free number: Credit card customer care helpline numbers starting with 1800 are toll free, which does not charge callers.
Note: Many consumers have posted their grievances online for not being able to connect with the bank’s customer care via 1860 and 1800 numbers from their postpaid connection. This is true as some of the premium and toll-free numbers of the bank’s customer care were not reachable when called from a Vodafone postpaid number.
- Landline: Although callers get charged per STD rates, landline numbers have been the most efficient way to directly talk with the customer representative of the bank.
Support FAQs: All banks offering credit cards allow users to manually type their queries on the search bar of the website or mobile application and get related help from listed FAQs.
Email support: Many users find email correspondence as the most convenient way to get relevant help to resolve thier credit card queries. It usually takes a day-time for a representative to get back to your email query.
However, many Indian banks have instead made the process to be carried forward by raising a service request, which is a readily available list of categories and subcategories of queries, on its official website. Similarly, grievances related to credit cards can be raised directly from the bank’s website.
Nonetheless, all banking-related transactions, including credit card, are also forwarded to the user’s registered email.
SMS support: This 24/7 feature offers customers to get instant alerts for their credit card transactions via SMS on the phone. Some banks also allow registered customers to request a call back via an SMS. Besides, ICICI Bank also sends transaction updates on the users’ registered mobile number.
Generally, fixed SMS commands, like “BAL” for “Balance”, have to be mentioned to get related help.
Whatsapp Numbers: Many Indian banks have moved the banking services to Whatsapp, to allow users to avail of tailor-made help related to manage credit card limit, see last five credit card transactions or payments, find out the billing date, take a loan against the credit card, block or unblock card, update address, etc.
Social Media Handles: Almost all Indian banks are active on social media platforms, especially on Facebook/Messenger and Twitter and are seen responding to user’s query from time-to-time.
Bank relationship manager: Most banks allow their regular clients to get customer care help directly from the bank relationship manager. It is also advised to note the business number of the representative who helped you get the credit card to get help at times to resolve related queries.
Multilingual: The top banks offering credit cards have at least two English and Hindi for users to choose to communicate. Axis Bank’s Axis OK provides users banking in 11 vernacular languages of India.
Frequently Asked Questions (FAQs) on Credit Card Customer Care
Is credit card customer care available 24/7?
All customer care help that is obtained via automated services are available 24/7, whereas, features like live agent chat online and helpline numbers are mostly available during business working days from 7 a.m. to 11 p.m.
