BOB Credit Card Complaint Email & Escalation Guide 2026

Key Takeaways

• BOBCARD's complaint escalation runs four levels: Level 1 (crm@bobcard.co.in, 5 working days), Level 2 (Grievance Redressal Officer at escalations@bobcard.co.in, 3 working days), Level 3 (Nodal Officer at bobcard.co.in/nodal-officer-details), and Level 4 (RBI Integrated Ombudsman Scheme, if unresolved after 30 days from initial complaint).
• BOBCARD must resolve or acknowledge your complaint within 5 working days. If it requires more time, they must notify you of the likely resolution timeline within those 5 days.
• For mis-selling and harassment by BOBCARD representatives, use the dedicated email: salesgrievance@bobcard.co.in - this is separate from the standard complaint channel.
• Active customer care numbers (as of July 2026): 1800 2090, 1800 1210 (general); 1800 103 1002 (Eterna card). Discontinued from 15 June 2026: 18002665100, 18002667100, 18001031006.
• The Grievance Redressal Officer is currently Mr. Ravi Ranjan Kumar; contact at escalations@bobcard.co.in or 022-69753600, 15th Floor, DLH Park, S.V. Road, Goregaon West, Mumbai-400102.
• If BOBCARD partially or wholly rejects your complaint, it is automatically escalated to their Internal Ombudsman (a retired senior banker). The Internal Ombudsman's decision is binding on BOBCARD.
• If unresolved after 30 days, you can file with the RBI Integrated Ombudsman at cms.rbi.org.in - no fee, no lawyer required.

Before You Escalate: What to Prepare

Every level of escalation becomes faster and stronger when you have the right documentation ready. Before sending your first complaint email, gather:

• Your BOBCARD credit card number (last 4 digits are sufficient in written communication - never write the full number in an email)
• Your registered mobile number and email address as on file with BOBCARD
• The specific transaction or issue: date, amount, merchant name, and the nature of the problem
• Any prior reference numbers - SMS alerts, transaction IDs, or previous complaint Ticket IDs
• A one-paragraph factual summary of the issue: what happened, when, what you expected, and what BOBCARD's response (if any) was

Keep all correspondence in writing where possible - email creates a documented trail that is essential if you need to escalate to the Nodal Officer or RBI Ombudsman.

Level 1: First Contact - Customer Care & Email

What to include in your Level 1 email to crm@bobcard.co.in

Subject line format: "Complaint - [Card Last 4 Digits] - [Issue Category] - [Date of Issue]"

For example: "Complaint - XXXX - Disputed Transaction - 1 July 2026"

Body of email should include:

• Your full name and registered mobile number
• Last 4 digits of your BOBCARD
• A clear, factual description of the issue (one paragraph - avoid emotional language; stick to facts)
• What you are requesting: refund, reversal, correction, explanation, or other specific action
• Any transaction references, dates, and amounts

BOBCARD's Fair Practice Code states: "If we receive the complaint through email, in writing, we will send you an acknowledgement / response along with a Complaint Reference number." Save this acknowledgement - the Ticket ID is your anchor for all future escalation.

Timeline: BOBCARD must resolve within 5 working days. If resolution requires more time, they must inform you of the expected timeline within those 5 days.

Level 2: Grievance Redressal Officer

If Level 1 does not resolve your complaint within 5 working days, or if the resolution provided is unsatisfactory, escalate to BOBCARD's Grievance Redressal Officer.

What to include in your Level 2 escalation

• Your original Ticket ID from the Level 1 complaint
• Date you first raised the complaint and the response you received (or confirmation that no response was received within 5 working days)
• Why the resolution provided is unsatisfactory (if applicable)
• The specific resolution you are seeking

Subject line format: "Escalation - [Ticket ID] - [Card Last 4 Digits] - [Issue Category]"

BOBCARD's Fair Practice Code states that the Grievance Redressal Officer will be mentioned on their website and must have authority to resolve escalated complaints. If you do not receive a satisfactory response at Level 2, proceed to Level 3.

Level 3: Nodal Officer

If your complaint remains unresolved or unsatisfactorily addressed after Level 2, you can escalate to BOBCARD's Nodal Officer. The Nodal Officer details are published at bobcard.co.in/nodal-officer-details - this page is updated by BOBCARD and should be checked for the current officer's name and direct contact.

The Principal Nodal Officer is responsible for representing BOBCARD in all complaints filed against the company, including before the RBI. Per BOBCARD's Fair Practice Code, the Nodal Officer's contact details are displayed on the website and at all business locations.

How to escalate to the Nodal Officer

• Write to the address / email listed at bobcard.co.in/nodal-officer-details
• Include your complete complaint trail: Level 1 Ticket ID, date of first complaint, Level 2 escalation date, and the response (or lack thereof) received at each stage
• Keep the communication factual and specific - timeline, amounts, issue, resolution requested

Important: BOBCARD's Fair Practice Code confirms that complaints reopened for a second time on the Online Portal are automatically escalated to Level 3 (Nodal Officer). This is an alternative path if you prefer using the portal rather than email.

Special Category: Mis-Selling and Harassment Complaints

BOBCARD maintains a dedicated complaint channel for complaints related to mis-selling of products or harassment by BOBCARD sales representatives or service providers - separate from the standard crm@bobcard.co.in channel.

Level 4: RBI Integrated Ombudsman Scheme

If your complaint is not resolved within 30 days of first raising it with BOBCARD, or if BOBCARD's final response is unsatisfactory, you have the right to file a complaint with the RBI Integrated Ombudsman Scheme. This is free of charge, requires no lawyer, and is governed by RBI.

When you can approach the RBI Ombudsman

• Your complaint to BOBCARD has not been resolved within 30 days of the date you first filed it
• BOBCARD has rejected your complaint and you disagree with the rejection
• BOBCARD has provided only partial relief and you are not satisfied
• The Internal Ombudsman has reviewed the case (this happens automatically when BOBCARD partially or wholly rejects a complaint) and you are still not satisfied

How to file with the RBI Ombudsman

• Go to cms.rbi.org.in - the RBI Complaint Management System, available 24x7
• Register with your PAN / Aadhaar and file the complaint online
• Provide your full complaint history: dates, complaint references, BOBCARD responses, and why the resolution is inadequate
• Attach supporting documents: transaction statements, correspondence with BOBCARD, screenshots of the issue

The RBI Ombudsman Scheme 2021 governs NBFC credit card issuers like BOBCARD. Under this scheme, the Ombudsman can direct the entity to provide a resolution, pay compensation for losses, and impose penalties. Filing with the Ombudsman is free and the process is fully digital.

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BOBCARD's Internal Ombudsman: The Step Between Level 3 and RBI

BOBCARD has appointed an Internal Ombudsman (IO) as required under RBI guidelines. The IO is typically a retired senior banker of not less than General Manager / Deputy General Manager rank in a Scheduled Commercial Bank - independent of BOBCARD's management.

When BOBCARD decides to reject a complaint fully or partially, it is automatically forwarded to the Internal Ombudsman for examination. The IO's decision is binding on BOBCARD - the company cannot override it. If BOBCARD disagrees with the IO's decision, the disagreement is reported to RBI.

You do not need to contact the Internal Ombudsman separately. The referral is automatic whenever BOBCARD rejects or partially rejects a complaint. BOBCARD must communicate the IO's final decision to you within 30 days of receiving the complaint.

Full Escalation Summary: At a Glance

Tips That Strengthen Your Complaint at Every Level

• Always use email over phone for formal complaints - email creates a documented, timestamped record that the portal, Nodal Officer, and RBI Ombudsman can reference
• Use your Ticket ID in every subsequent communication - without it, BOBCARD's team must reconstruct your complaint history from scratch
• Keep complaint language factual - state what happened, what BOBCARD did or failed to do, and what you want. Avoid emotional language; it does not strengthen your case.
• Attach transaction statements and SMS alerts as evidence - especially for disputed transactions, the documentary trail significantly speeds resolution
• Note the date of every communication - if BOBCARD misses the 5-day or 3-day response window, that fact itself becomes part of your escalation
• For disputed transactions: report unauthorised transactions within 15 days of the billing date per BOBCARD's zero liability terms - delays can affect coverage
• If you escalate to RBI Ombudsman: include a concise timeline of all prior attempts: "Raised Level 1 on [date], Ticket ID [XXXX], no response received by [date], escalated to Level 2 on [date]..." - this structure helps the Ombudsman process your complaint faster