Customer care - NSDL style
Wednesday, April 29th, 2009Have you ever seen the ‘Old’ PAN card issued by the Income Tax Department in the good ol’ days of 2002-3? I have one. It would feel more like a laminated xerox copy than an original card. Things got trendier nowadays. The new card is smaller, feels more credit cardish, contains what passes for a hologram, and fits into most wallets.
During one of my recent train journeys, I showed this old card to TTE for identification. The TTE casually said, ‘Travel pannumbodhu original kondu vanga!’ He simply ignored my response that my card was indeed original. So I thought ‘Okay, its time to get a new PAN card’. Getting a new PAN card with my existing card number was much simpler than applying for a new PAN number, or so I thought.
I applied for one online here, duly paid the fee with my credit card, took printout of the acknowledgement, attached the photo copies of address proof and identity proof, along with my current PAN card, and sent it to the NSDL office. I have been patiently waiting ever since the past one month for this card.
Yesterday, the adventure seeker in me prompted to call the Customer Care center to know the status. After the mandatory ‘All our Customer care folks are busy eating masal vadai, please wait for sometime’ routine, I was routed to one ‘amazing’ guy.
It was a unique experience to say the least.
…
He: ‘Sir, this address proof is invalid’
Me: ‘Why?’
He: ‘Because in the address proof (bank statement), the state is mentioned as TN sir, but in the application form you have given it as TAMIL NADU. According to Income tax Department rules, we cannot take this as proof of address.
Me: ’Don’t you see everything else - the name, the last name, the door number, the road name, the City, Pin code matches exactly? My bank follows a code for displaying the state. TN is the same as Tamil Nadu’
He: ‘No sir. TN is different, Tamil Nadu is different’
Me: ‘Yes..err… No, No both are same’
He: ‘TN is short form sir, Tamil Nadu is full form’
(Aandavaa..enna thathuvam…Epdi da ungalaala mattum mudiyudhu?)
Me: See, I know that. But both are one and the same. Can you show me some other state having TN as state code?’
He: ‘No sir, according to Income tax rules…’
(Daaaaai..ennai mirugam aakadhe)
Me: ‘See, there is AP. The state code AP means Andhra Pradesh written in short form. AP means Andha Pradesh. Andhra Pradesh means AP. Its the same’
He: ‘No sir, AP is short form, Andhra Pradesh is full form, according to Income tax rules…’
(Ayyo…Ipdi oru gyana sooniyathukitte maatikitene. Ennale mudila!!)
I gave up. I came home and started humming ‘Madha un koyilil madi dheepam yetrinen..’ to pacify myself.
PS: A few hours later I get a mail which confirms that my documents are in order and I would be getting my new PAN Card soon. All is well that ends well. This reminded me of an AG Gardiner short story read long time back.
I hereby request all banks to issue statements which mention the City, state, Country(Yes), PIN Code, Taluk, Panchayat,etc correctly in full.
But trust NSDL for the very best in customer service entertainment. Some of my other friends have had varied but nevertheless equally entertaining experiences calling the NSDL/CDSL customer care numbers.



