Private lender Axis Bank which has completed migration of Citibank customers to its systems on Monday faced glitches during the process. Several erstwhile Citi customers took to social media to complaint that they were unable to access their accounts on the Axis platform while a few others said they were unable to login to the Axis app despite spending hours to complete the registration.
“Extremely poor support for Citi card holders migrated to Axis bank, not able to login to Axis bank by the ID provided, neither Citibank website login available,” one user Sandeep Sansanwal complained on microblogging site X (formerly Twitter).
Another user named Ayan Samdar posted on X, “thanking for ruining the Citibank experience. Posting this 47 mins into hold for customer care. Internet banking doesn’t work. Wrong details migrated. Where is the redressal?.”
Axis Bank said that as part of the transition, it has proactively moved all pre-registered payees, changed IFSC codes where possible and updated mobile numbers.
“This is a large transition, where few customers may face some teething issues,” it said to ET. “We are tackling such cases proactively and imminently. Overall, the numbers show that the transition has been smooth, and we have been able to keep issues at a minimum level.”
The bank said that to settle these issues quickly, they have staffed up the Axis call center, which handle all calls on the now-combined platform and will continue this support, in addition to its relationship management teams.
The bank also told ET that data for approximately 2 million customers was successfully migrated to the Axis tech platform.
“These customers would now be eligible to use the Axis open app and the internet banking platform – all their pre-existing products are already pre-populated on the mobile and internet banking platforms,” it said.
In just the first few hours, over 4 lakh customers had already successfully used the Axis mobile app and internet banking platform, at an onboarding success rate of over 97%, and even started transacting – over a million transactions have already gone through successfully, across all products and services – credit & debit cards, NEFT, IMPS, UPI etc, it said.
On Monday, Citibank discontinued its app and routed all users to Axis Bank’s platforms.
“Citibank Mobile App is discontinued for former Citi Retail banking and Citibusiness customers,” the communication to customers read. “Please download the Axis Bank Mobile App, open (Retail banking customers) or Axis Mobile – Corporate (Citibusiness customers) from 15th July 2024 to login and access your accounts and for more information on the migration.”
In April last year Axis Bank had announced that it had completed the acquisition of Citibank India’s consumer businesses in India for a total consideration of Rs 11,603 crore.
The bank was to get 2.4 million Citi customers and Rs 39,900 crore of deposits through this acquisition.
The sale, which Citi and Axis first announced in March 2022, includes credit cards, retail banking, wealth management and consumer loans.
