To my dismay, there was a recorded announcement saying that the call center was closed and that I should call back Mon-Sat 9AM to 9PM.
Fortunately, there was provision to request a call back, which I requested.
I got a call from the BACC next day. I asked the agent why their announcement was not consistent with time of day. She checked with her supervisor, and came back with following explanation :
"Sir, you are a valued customer, for you, the team works upto 8PM".
This certainly was an inappropriate explanation.
I asked her why would you reduce the timings for high profile customers, she only said, "I understand Sir".
Most likely fact is that the Bharti AXA Call Centre has not changed its announcements to be consistent with its changed work timings.
Do they care for the inconvenience caused ?
Did not seem so from the attitude of the agent.
I was so surprised at the inconsistency, I just could not believe it. I called from my landline, then from my registered mobile number, then again from my landline several times, then checked my clocks, then checked time of day on internet to be sure that clocks in our home were alright. So much anxiety and so much inconvenience, on top of it, frustration of a simple information not being available about the fund codes. It wasted my 45 minutes from 8:30PM to 9:15PM.
I would urge Bharti AXA business to take its call centre to task for such a negligence.
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