Customer Care BOI: An Expert’s Guide to Bank of India Support

What BOI Customer Care Covers and When to Use It

Bank of India (BOI) customer care handles a wide range of requests: card hotlisting, transaction disputes, internet and mobile banking access, account information, chequebook requests, KYC updates, NRI account servicing, and complaint escalation. If you’ve lost a card or suspect fraud, contact BOI immediately before doing anything else; time-stamping your report is crucial for liability protection under RBI rules.

For routine service (balance queries, statement copies, interest certificates, or account changes), BOI’s digital channels usually resolve issues faster than phone queues. However, for failed transactions, beneficiary disputes, or chargebacks, you’ll typically need to open a formal complaint and obtain a Service Request (SR) or complaint reference number to track resolution timelines.

Official BOI Contact Points (India and Online)

Use only official channels published by BOI. Save these in your phone and verify them against the bank’s website if in doubt. Calls to toll-free numbers from India are free; standard network rates apply to geographic numbers. Keep your CIF/customer ID, last 4 digits of the account/card, and a valid ID document at hand when you call.

• 24×7 Toll‑Free (within India): 1800 103 1906
• Alternate Toll‑Free (within India): 1800 220 229
• Website (Contact & Grievances): https://www.bankofindia.co.in
• Head Office (postal correspondence only): Star House, C‑5, G‑Block, Bandra Kurla Complex, Bandra (East), Mumbai 400051, Maharashtra, India
• Internet Banking (Star Connect) login: via the official website; Mobile Banking app: “BOI Mobile” on Android/iOS

If a number you find online doesn’t match these or the bank’s official Contact page, do not use it. Never share OTPs, PINs, CVV, or full card numbers over the phone. BOI staff will never ask for them. For in-branch assistance, use the branch locator on the website to confirm hours and services before visiting.

Service Hours, Turnaround Times, and What to Expect

BOI’s toll‑free phone support operates 24×7 for critical services like card blocking and fraud reporting. For non-urgent requests (account servicing, credentials reset, product information), agents may create a ticket routed to your home branch or a central operations team, typically processed during business hours: Monday–Friday and working Saturdays (India observes 2nd & 4th Saturdays as bank holidays).

Indicative turnaround times (TAT) commonly observed: card hotlisting—immediate; net banking unlock/reset—within minutes once verified; chequebook issuance—3 to 7 working days; KYC updates—1 to 3 working days after document acceptance; transaction dispute initial acknowledgement—within 1 to 3 working days; final chargeback resolution—often 45 to 120 days depending on network (Rupay/Visa/Mastercard) and case complexity. Always request and save your SR/complaint number.

How to Raise, Track, and Escalate a Complaint

Start by logging your issue through BOI’s call center, branch, or the online grievance form. Provide dates, amounts, last 4 digits of the account/card, screenshots or receipts, and your contact details. You should receive an SR/complaint reference immediately or within the same business day. Follow up using this reference via phone or the online tracking page.

• Level 1: Register at branch/call center/online; obtain SR/complaint number.
• Level 2: If unresolved within the promised TAT (or 30 days from receipt), escalate to BOI’s Nodal/Principal Nodal Officer via the Grievance Redressal page on https://www.bankofindia.co.in with your SR number and all evidence.
• Level 3 (External): If still unresolved or dissatisfied after 30 days, approach the RBI Integrated Ombudsman Scheme, 2021 via https://cms.rbi.org.in. Keep copies of complaint acknowledgements and all correspondence.

Under RBI norms, banks generally have up to 30 days to resolve complaints before you can reach the Ombudsman. Meticulous documentation—timestamps, reference numbers, and proofs—significantly improves resolution speed and outcomes.

Card Loss, Fraud, and Disputed Transactions: Immediate Actions

For a lost or stolen card, call 1800 103 1906 or 1800 220 229 immediately to hotlist the card. Note the exact time you reported the loss and the confirmation you receive. If you see unauthorized transactions, report them the moment you notice them via phone and then file a written complaint (online or at a branch) the same day.

RBI’s July 2017 rules on customer liability protect you if you act quickly. If you report an unauthorized electronic transaction within 3 working days of discovery, your liability is zero. If reported within 4–7 working days, your liability is capped (commonly up to INR 5,000 for BSBD accounts, INR 10,000 for other savings accounts, and INR 25,000 for current/credit card accounts). After 7 working days, liability depends on case specifics and the bank’s policy. Chargeback investigation windows typically span 45–120 days; respond promptly to any bank requests for supporting documents.

Digital Self‑Service That Speeds Up Resolution

BOI’s Star Connect (internet banking) and BOI Mobile app can handle many issues without a call: card hotlisting, ATM/POS channel controls, request for statement or interest certificate, chequebook requests, email/mobile update, and linking/unlinking beneficiaries. In most cases, the system generates an acknowledgement or SR instantly.

Typical paths: in BOI Mobile, look under “Services” or “Requests” for card controls (enable/disable international, contactless, ATM/POS/e‑com), “Chequebook Request,” or “Account Services.” For login lockouts, use “Forgot Password/Unlock” and complete OTP + security checks; avoid searching for unofficial APKs or links—always use the bank’s official app store listings or the website’s direct links.

NRI and International Customers

If you are outside India, use BOI’s website to initiate a grievance or request a callback through your home branch. When calling from abroad, local toll‑free numbers may not apply; consider using your branch’s direct line (available via the branch locator) or secure messages within internet banking. Provide your international contact number and time zone for faster coordination.

For NRE/NRO account issues (FATCA/CRS updates, repatriation queries, debit card usage abroad), include your passport’s last 4 characters, visa country, and travel dates in your complaint narrative. This context helps BOI apply correct transactional controls and regulatory checks without repeated back‑and‑forth.

In‑Branch Support and Documentation

Complex KYC changes (name/address updates), mandate registration, or large‑value dispute affidavits are often faster to finalize at a branch. Carry original ID/address proofs (Aadhaar, PAN, passport, or equivalent), recent photographs if required, and self‑attested copies. For joint accounts, ensure all holders sign per the mandate. Ask the branch to stamp your copy of the request as “Received” with date and branch seal.

For postal correspondence—useful when you need a physical paper trail—address letters to: Bank of India, Star House, C‑5, G‑Block, Bandra Kurla Complex, Bandra (East), Mumbai 400051, Maharashtra, India, and send via speed post with delivery confirmation. Include your SR/complaint number prominently on the envelope and letter.

Security and Privacy Best Practices

Never disclose OTPs, full card numbers, CVV, net banking passwords, or UPI PINs to anyone, including callers claiming to be from BOI. The bank will not ask for these. Always type https://www.bankofindia.co.in directly into your browser; avoid links from messages or search ads. If you suspect you interacted with a phishing site or number, immediately hotlist your card, change passwords, and file a fraud report with BOI, then lodge a cybercrime complaint at https://cybercrime.gov.in with your evidence and BOI SR number.