I am writing to express my extreme dissatisfaction and frustration with the standard of service provided by State Bank of India, spanning both physical branches and the digital platform, YONO. The overall experience is unacceptable for a bank of SBI’s stature.1. Slow and Inefficient Branch ServiceThe time wasted at SBI branches due to agonizingly slow service is a significant public inconvenience. Simple transactions require excessive wait times, reflecting a profound lack of urgency in core operations. The service speed is outdated and demands an immediate overhaul of internal processes to respect customers' time.2. Arrogant and Unprofessional Staff ConductThe attitude displayed by staff members, particularly in counter services, is often arrogant and unhelpful. Instead of assistance, customers are frequently met with impatience and a dismissive demeanor. Staff appear reluctant to take ownership of customer queries, often directing individuals to multiple departments or employees without resolution. This unprofessional conduct is damaging to the bank's reputation and must be addressed through comprehensive customer service training.3. YONO App: A Technical Nightmare for Credit Card ApplicationsThe YONO app is advertised as a solution for digital banking, but its credit card application process is, simply put, the worst I have ever encountered.Technical Instability: The app is plagued with bugs, sessions expire randomly, and forms fail to submit, often forcing users to start the entire process over.Zero Transparency: Applications are often instantly rejected with no clear, actionable reason, even for customers with a long-standing relationship and excellent CIBIL scores.Confusing KYC: The digital KYC process is convoluted and frequently stalls, contradicting the promise of a "seamless" digital experience.The process is demotivating and fails the basic test of user experience. The SBI credit card application process through YONO is essentially non-functional and requires urgent technical remediation.Call to ActionI demand that SBI takes immediate and serious action to:Improve branch operational efficiency and reduce customer wait times.Enforce strict professional conduct standards among staff.Fix the fundamental technical flaws and confusing process within the YONO app's credit card application workflow.A major bank should not be failing its customers so completely in both its physical and digital presence.
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