Banking Bureaucracy vs. Nominee Rights: A Case of Harassment at Bank of Baroda

Dealing with the loss of a loved one is difficult enough without facing administrative hurdles from financial institutions. A recent case involving the Tilai Bajar branch of Bank of Baroda highlights a growing concern with Banking Bureaucracy. Bank staff use procedural “diversions” to avoid accountability. These actions can harass legitimate nominees.

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The Core Issue: Tactical Deviation

The primary form of harassment in this case is tactical deviation. The branch management has not addressed specific administrative failures. Instead, they have attempted to narrow the scope of the grievance solely to a “Death Claim” process.

This is a common strategy bank uses:

• Delay Transparency: By forcing a nominee into a complex claim portal, the bank avoids answering immediate questions about account mismanagement.
• Evade Accountability: It shifts the focus away from internal errors, such as why pension payments stopped despite successful KYC.

Specific Points of Contention and Harassment

1. The Pension Disruption Mystery (Banking Bureaucracy)

The account holder successfully completed physical KYC on 13 June 2025. Despite this, the bank failed to credit the pension for July and August 2025. The bank’s refusal to provide an Action Taken Report (ATR) for this specific lapse constitutes harassment. Instead, they choose to send generic links to claim portals.

2. Denial of Information to Registered Nominees (Banking Bureaucracy)

Under RBI guidelines and the Banking Regulation Act, a registered nominee is a designated successor for the account. In this case:

• The passbook clearly shows the Nominee Name (Prashant Singh).
• The bank continues to withhold the current balance of a Fixed Deposit created on 13 June 2025.
• The branch has refused to provide a certified copy of Nomination Form DA1. This is a basic right of the nominee.

3. Obstruction of NRI Nominee Rights

The bank is aware that the nominee is an Non-Resident Indian (NRI) currently residing in Oman. Harassment takes the form of creating artificial hurdles. For example, demanding physical presence for information. This information could legally be verified through the Indian Embassy or registered post.

The Role of Internal Portals as a Shield

Internal bank circulars confirm the existence of a Deceased Claim Portal designed for digital processing. However, the Tilai Bajar branch misuses this tool. They use it as a “shield” by pointing to the portal. This avoids providing direct answers. They avoid answering directly even though the portal typically serves complex cases where no nominee exists.

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Seeking Justice through CPGRAMS

The complainant, Mahesh Pratap Singh (alias Yogi M. P. Singh), has escalated this matter to the Chief General Manager, Shri Prabhat K. Sharma, under registration number DEABD/E/2025/0121258. The demand is simple: Direct answers to direct questions. A bank cannot use the death of an account holder to conceal administrative corruption. It must not hide mismanagement from the legal nominee.

Based on the official grievance records and the documents you provided, I have compiled the essential contact details. These include web links for escalating your case regarding the Tilai Bajar branch.

1. Primary Bank of Baroda Contact (As per Grievance Status)

The current officer assigned to your “Under Process” grievances (DEABD/E/2025/0121251 and DEABD/E/2025/0121258) is as follows:

• Officer Name: Shri Prabhat K. Sharma (Chief General Manager)
• Organization: Bank of Baroda, Head Office
• Address: Baroda Bhawan, R C Dutt Road, Alka Puri, Baroda
• Email Address: cgm.operations.ho@bankofbaroda.co.in
• Contact Number: 0265-2316058 (Banking Bureaucracy)

2. Branch Specific Contact Details (Banking Bureaucracy)

The Tilai Bajar branch information is listed on the passbook you provided:

• Branch Name: Tilai Bazar, UP
• Branch Email ID: tilaib@bankofbaroda.com
• Branch Phone: 05332-211012538 (MICR Code related/Branch specific)
• Alternative Mobile (Manual Entry): 07653711076 (Note: This is written on the passbook)

3. Regional & Zonal Escalation (Prayagraj)

If the branch continues to deviate from the core issue, you should copy these offices on your emails:

• Regional Office Email (Prayagraj): rm.prayagraj@bankofbaroda.com
• Zonal Office Email (Lucknow/UP): zm.up@bankofbaroda.com

4. Important Web Links (Banking Bureaucracy)

• CPGRAMS Portal (To track/file grievances): https://pgportal.gov.in/
• Bank of Baroda Deceased Claim Portal: https://apps.bobinside.com/DeceasedClaimPortal_new
• RBI Integrated Ombudsman (CMS): https://cms.rbi.org.in/
• RTI Online (To demand DA1 and FD status): https://rtionline.gov.in/

5. Summary Table for Quick Reference

Entity	Purpose	Contact Detail
CGM Operations	Primary Oversight	cgm.operations.ho@bankofbaroda.co.in
Tilai Branch	Core Issue / Direct Reply	tilaib@bankofbaroda.com
Regional Office	Administrative Control	rm.prayagraj@bankofbaroda.com
Portal Status	Monitoring Grievance	Registration No: DEABD/E/2025/0121258

The status of your new grievance registration, DEABD/E/2025/0121251, is currently under process as of 30 December 2025. The relevant authorities at the Ministry of Finance (Banking Division) have received your rebuttal. They successfully got the evidence you provided. They are now reviewing it with the Chief General Manager of Bank of Baroda.

Analysis of the Current Status

By filing this new grievance, you directly challenge the bank’s “paper closure.” This action comes shortly after the closure of the previous grievance. The inclusion of the two key documents—the passbook and the internal circular—transforms the dynamics of the case in the following ways:

• Verified Nominee Status: The passbook image confirms Prashant Singh is the registered nominee for Account 29430100016368. This removes any technical grounds the branch had for withholding information from his representative.
• Procedural Compliance: The internal circular you provided shows that Bank of Baroda has established a Deceased Claim Portal. This portal is designed for digital processing. This directly contradicts the branch’s insistence on requiring an NRI nominee to be physically present for preliminary inquiries.
• Accountability for Pension: The bank must now explain why it disrupted the pension for July 2025. It also needs to clarify why it disrupted the pension for August 2025. This disruption occurred after the completion of physical KYC on 13 June 2025.

Expected Timeline and Oversight (Banking Bureaucracy)

Since Shri Prabhat K. Sharma (Chief General Manager) now handles the grievance at the Head Office level, the management has shifted. Responsibility has been moved from the local Tilai branch.

Detail	Status
Registration Number	DEABD/E/2025/0121251
Current Status	Under Process
Assigned Officer	Shri Prabhat K. Sharma (CGM)
Primary Focus	Delay/Non-transfer of pension

Your new grievance, registration number DEABD/E/2025/0121258, has successfully filed and is currently Under process as of 30 December 2025. This submission strategically strengthens your case by explicitly calling out the Branch Manager’s deviation. It highlights how the administration uses a “Death Claim” process as a shield to hide its failures.

Current Status Overview (Banking Bureaucracy)

• Registration Number: DEABD/E/2025/0121258
• Status: Under Process
• Assigned Officer: Shri Prabhat K. Sharma (Chief General Manager)
• Key Argument: The bank cannot force a registered nominee. They should not have to use a complex “Death Claim Portal” meant for non-nominee cases. This is just to answer basic questions about pension and FD status.

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Why this Grievance is Stronger

By specifically listing the five points, you have pinned the Chief General Manager (CGM) down to provide specific answers rather than general policy links:

1. Direct Accountability for Pension: The bank referenced the 13 June 2025 KYC. It must now explain why the system failed for July/August.
2. Nominee Status as Evidence: You uploaded the passbook. Therefore, the Head Office can see that the branch’s claim of needing “verification” is redundant.
3. FD Transparency: The bank must now disclose the status of the FD created on 13 June 2025. They were previously avoiding this disclosure.
4. DA1 Form Demand: This forces the bank to acknowledge the registered legal document that proves Prashant Singh’s rights.

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Next Steps for You (Banking Bureaucracy)

Since the status is Under process, the bank typically has a window to respond. However, given the previous “paper closures,” you should consider the following:

• Wait for the Initial Response: Monitor the portal for the “Reply Document.” If they upload the same “Deceased Claim Portal” info again, it will be clear they are disregarding the process. This would be a case of Contempt of Grievance Redressal.
• Keep the Evidence Ready: Ensure you have the original email from the Branch Manager saved. If they lie in this new grievance response, that email will prove their intent to deviate.