Fatal ×2: transaction dispute never logged, and an unsanctioned waiver promised

A cardholder called to be heard and was collected from instead. She said on her first substantive turn that a Rs 12,499 transaction on the statement was not hers, that she had already complained on 28 August, and that nobody had come back to her. She asked directly whether her complaint had been registered. It had not been, it was not registered on this call either, and the answer she got was "it is all in the system". The officer then offered a full waiver of the late fee and interest — a charge she had never quoted, a waiver she has no authority to grant — and restated it as guaranteed when the cardholder checked. A Rs 10,000 promise was taken with no payment channel attached. Two fatals, and the underlying failure is the same in both: the call had a target and no mechanism for anything the customer actually said.

“Total amount due Rs 84,320 · minimum amount due Rs 4,216 · late payment fee Rs 1,300 + GST Rs 234 · disputed transaction Rs 12,499 dated 9 August · officer promised a full waiver of late fee and interest, unsanctioned · no dispute reference raised · promise to pay: Rs 10,000 on 15 September”