55% Want Better Banking Apps

More than half of Indian banking customers are unhappy with digital banking support — from apps to chatbots. If your bank's app crashes, hides charges, or gives robotic responses, you have real options to switch or escalate.

Here's what happened: Over half of Indian banking customers say they want stronger digital support across mobile apps, websites, and chatbots, according to an EY survey.. Customers want AI-driven personalisation — meaning the app should know your spending habits and suggest relevant products, not spam generic offers.. Despite the push for digital, most customers still want a human option available — especially for loan queries, disputes, and account issues..

What you should do: Test your bank's grievance redressal: file a complaint on their app — if unresolved in 30 days, escalate FREE to RBI's Bankingombudsman.rbi.org.in.. Compare your bank's app rating on Google Play Store — consistently below 3.5 stars is a red flag; explore switching to higher-rated digital banks like HDFC, Kotak, or SBI YONO.. Enable transaction alerts and monthly statements on your banking app right now — poor digital tools hide fee deductions most customers never notice..

Under RBI's Integrated Ombudsman Scheme, your bank must resolve digital banking complaints within 30 days — or you can claim compensation of up to ₹20 lakh for deficient service.