Standard Chartered Bank - Complaint regarding Unauthorized Insta Buy Card Unjustified Interest Charges and Deficiency in Servi

Nature of Complaint:
• Unauthorised Service/Product Issuance: The bank allegedly issued or linked an "Insta Buy Card" or account without customer consent or proper intimation.
• Deficiency in Service: Failure to clearly communicate new processes, leading to confusion and financial detriment.
• Unfair Trade Practice/Fraud: Allegedly making the repayment process complex to levy undue interest charges.
• Unjustified Charges: Levying interest on the primary credit card due to payment apportionment to an unconsented account.
Facts of the Case:
*. I, Pavan K, have been a loyal customer of Standard Chartered Bank for over four years, maintaining a good credit score and consistently paying my bills on time.
*. In April ****, I started receiving a new statement and discovered that the bank had allegedly introduced or linked a new account/card, referred to as an "Insta Buy Card" (Account ending ****), to my existing credit card account (ending ****) without my knowledge, consent, or prior intimation. I was not informed about the issuance of this new card, nor was my consent taken.
*. Despite paying the total outstanding amount as reflected in my primary credit card statement (e.g., INR ***,***.** paid against an outstanding of INR ***,***.** for the statement dated April **, ****), the bank apportioned a portion of my payment (e.g., INR **,***.**) to this Insta Buy account.
*. The bank states that in the absence of specific instructions from the customer, it credits the total payment received to both card accounts to cover at least the Minimum Amount Due, and can apply funds at its own discretion. However, this apportionment resulted in my payment towards the primary credit card (ending ****) being considered a "partial payment".
*. Consequently, the bank levied significant interest charges on my primary credit card account, which I contend are unjustified:
◦ Interest of INR **,***.** in my April **** statement.
◦ Interest of INR *,***.** in my May **** statement.
◦ Additionally, an unknown charge of **IGST @ ** .* *,***.** was debited in my May **** statement, for which I seek an explanation and reversal.
*. The bank cited reasons for levying interest including partial payment, payment not made by the due date, or partial/no payment in the previous month with full payment in the current month. They also mentioned "trailing interest" charged when complete payment is not received by the due date in the previous statement.
*. I contend that this process is designed to "trap the customer into paying interest charges by making the repayment process so complex". If the Insta Buy account is separate, interest should only be levied on its pending dues and not on the primary card.
*. I have repeatedly corresponded with the Standard Chartered Bank's Head Service Team (including S Geetha, Nandhini S, and S Divya) regarding these issues, starting from at least May **, ****.
*. While the bank has offered a goodwill gesture of reversing INR *,*** along with corresponding service tax, they have otherwise regretted their inability to reverse the remaining charges, stating adherence to policies. They have advised me to make separate payments for my Insta Buy account to avoid future charges, specifying how to do so via BillDesk by selecting "credit card loan" and entering the **-digit Insta Buy account number.
**. I maintain that the lack of clear communication and the unilateral linking/issuance of the Insta Buy account without my explicit consent constitutes fraud and exploitation.
Relief Sought:
I seek the following actions from Standard Chartered Bank:
*. Immediate and full reversal of all unjustified interest charges:
◦ INR **,***.** (April **** statement)
◦ INR *,***.** (May **** statement)
◦ Note: Taking into account the INR **** reversal already offered, the net amount to be reversed would be adjusted accordingly.
*. Reversal of the unknown charge of **IGST @ ** .* *,***.** from my May **** statement.
*. Clear explanation and rectification regarding the "Insta Buy Card" or account: Clarification on its nature, why it was opened/linked without consent, and a clear, simple process for managing payments if it is a legitimate loan account.
*. Compensation for mental agony and harassment caused by these fraudulent practices and the complexity introduced into my financial management.
*. I reserve the right to take further legal action and close all my accounts with Standard Chartered Bank if this matter is not resolved satisfactorily