Bishnu’s Story

Bishnu is a 48 year old garment seller in Shillong, Meghalaya. He uses Google Pay at his store, which his son set up for him before he left the city for his studies. Bishnu changed his phone a while ago, and has not been able to access the app ever since.

Recently, Bishnu attempted to set up the app again. After downloading it, he found himself unable figure out what his login credentials were. He tried to reset the password but could not access his email to click on the reset link as he had forgotten his email ID and its password. He even tried contacting his son to get help but could not get through as his son was busy.

Bishnu then noticed that there was a helpline at the back of his Merchant QR Code. He called the phone number but was informed by the service provider personnel to send an email with his grievances - a task that he was unable to complete.

He has a bank account with Bank of Baroda, so he decides to get a new QR code from the bank. He has all documents ready at the store (hidden under clothes), except his Aadhaar card which was at home. Two days later, he gathered all documents and went to the BOB branch. As he walked in, the security guard asked what his purpose of visit was and directed him to the branch manager, who informed him that there would be a one-time charge of Rs.118. The manager then asked him to wait.

During the wait time, Bishnu goes to the ATM to check if his debit card was still blocked. He got a slip from the ATM to show the staff that he cannot withdraw. He approaches another bank staff who was helpful. She helped him lodge a complaint to unblock his card. He has to wait a few days for the issue to be resolved. He did not clarify with the staff on how many exact days it would take.

The bank staff now gets started on getting Bishnu a QR code. They log into the BOB World app and initiate the process. The process hits a roadblock during the OTP step, where the webpage didn't load due to slow internet. As they wait for the webpage to load, the bank staff checks their email and other work. When the webpage still did not load, they restart the process. The staff also tried logging in from his mobile as well, but then shut it when it didn’t work.

As they proceed, they realise his name is spelled incorrectly on the passbook. They would have to start a separate process for that, so they put it on hold for now. It wasn't long before they encountered the next error- his account is inactive. The branch manager checks the account on the financial website and tells Bishnu that he needs to do his KYC, as KYC has to be updated every two years.

To update KYC, he needs a photo and ID. He goes home/shop to pick this up. He was hesitant at first, thinking of how he’s losing out on customers if this takes long. He calls his wife and tells her to get the documents ready, but couldn't reach her because her phone is out of network coverage area.

He picks up the documents and returns to the bank. He also took a photocopy on the way predicting that he will probably need it.

At the branch, he now has to fill a form. When he struggled to fill the form, he asked the security guard for help, who redirected him to the staff, who said it's simple and just fill it up. He needed a little help from us to fill it up. This KYC updating process will take 1-2 days as the staff who is in charge of this is not at the bank now. The QR code will take another 14-15 days.