State Bank of India Customer Care Email ID: A Complete, Practical Guide

For many SBI customers, email is the most convenient channel to document issues, attach evidence, and track replies. This guide compiles verified contact points, explains when email works best, shows how to write an effective request, and details escalation pathways with timelines under the Reserve Bank of India’s Integrated Ombudsman Scheme (2021).

While SBI’s call center is 24×7 for urgent actions (like card blocking), email provides a written trail for service requests, transaction disputes, digital banking problems, and account-related clarifications that don’t need immediate action.

Official SBI Customer Care Email IDs (and what to use them for)

SBI maintains a central customer-care mailbox and a dedicated mailbox for its YONO app. Always include your full name, masked account details, and contact number. Do not include confidential credentials (PIN/OTP/password/CVV) in any email.

• [email protected] — Primary SBI customer care email for account service requests, debit card queries, failed/duplicate transactions, internet banking issues, and general complaints. Mention your CIF (if available), last 4 digits of the account, branch name, and a concise description of the issue. Attach supporting screenshots or PDFs with sensitive data masked.
• [email protected] — For YONO/YONO Lite login problems, OTP errors, biometric issues, device binding problems, and app transaction failures. Include your registered mobile number, app version, device/OS, and timestamps of errors for faster diagnosis.

For phishing or suspicious emails/SMS purportedly from SBI, forward the message to [email protected] and delete it. Never click unknown links or share credentials. For routine service and complaints, use the two emails above or the complaint portal described below.

When email works best (vs calling or using the portal)

Email is ideal when you need a documented trail or you must attach evidence: screenshots of failed transfers, UPI/NEFT/RTGS references, ATM slip images, POS charge slips, or correspondence with merchants. It’s also helpful for non-urgent requests like name/communication detail corrections (where the branch may still need physical KYC later), interest/fee clarifications, or statement discrepancies.

Avoid email for emergencies. If your debit card, internet banking, or UPI access is compromised, immediately call SBI’s 24×7 helplines (toll-free numbers below) to block access in real-time. After securing your account, you can follow up by email with details and supporting documents. For structured complaints and tracking, SBI’s online CMS/complaint portals often yield faster reference numbers than email alone.

How to write an effective SBI customer-care email

A clear, complete email shortens resolution time. Use a concise subject (e.g., “Failed ATM cash withdrawal on 22-Aug-2025 – Rs 10,000 – Ref XXXXX”). In the body, include identifiers without compromising security, and state a specific request (refund, statement correction, limit reset, etc.).

• Identify yourself: Full name as per bank records, registered mobile number, and (if known) CIF.
• Mask sensitive numbers: Use last 4 digits of account/card only (e.g., A/c ****1234). Never share PIN/OTP/password/CVV.
• Explain the issue: What happened, when (date/time with time zone), where (merchant/ATM/location), channel (branch/ATM/UPI/NEFT/NetBanking/YONO), and any error codes.
• Provide references: UTR/Transaction ID, ATM terminal ID, POS Merchant ID, complaint ticket (if already raised), and branch name/code.
• Attach proof: Screenshots/PDFs of receipts or statements with sensitive data masked. Name files clearly (e.g., “UTR_XXXXXXXXXXXX_22Aug2025.pdf”).
• State your ask and timeline: “Request reversal of duplicate debit” or “Request limit enhancement,” and mention any deadline (e.g., upcoming EMI date).
• Keep it readable: Bullet points and one issue per email chain reduce back-and-forth.

Retain the original subject and include the full email trail when replying, so case handlers can see history. If you obtain a ticket number from the CMS portal or call center, include it in the subject line for cross-reference.

Response times, TATs, and escalation pathway

Typical acknowledgement for customer-care emails arrives within 24–48 hours. Resolution times vary by case type: simple service queries often complete within 3–7 working days; transaction disputes can take longer depending on network investigations (domestic POS/ATM disputes commonly resolve within 7–10 working days; cross-border card disputes may take several weeks due to scheme rules).

For failed ATM transactions, RBI’s compensation policy applies: if a failed cash withdrawal is not auto-reversed within T+5 calendar days, banks must pay Rs 100 per day of delay after T+5 (as per RBI’s 2019 TAT circular). Include the ATM slip, terminal/location, and timestamps to expedite resolution.

Escalation steps:
1) First raise the issue via email or the SBI Complaint Portal (links below) and obtain a ticket number.
2) If unresolved or unsatisfactory, escalate to your Branch Manager/Regional Office with the ticket and evidence.
3) Then escalate to SBI’s Principal Nodal Officer (PNO) as per details provided on sbi.co.in under Customer Care/Grievances.
4) If still unresolved after 30 days from first complaint or if you receive an unsatisfactory reply, lodge a complaint under RBI’s Integrated Ombudsman Scheme (2021) at https://cms.rbi.org.in.

Verified phone numbers, web portals, and address (for faster alternatives)

24×7 SBI Contact Centre (within India):
– Toll-free: 1800 1234, 1800 2100, 1800 11 2211, 1800 425 3800
– Chargeable (STD rates): 080-26599990
These lines support card hotlisting, transaction queries, internet banking assistance, and general service requests. After speaking to an agent, ask for the complaint/ticket number and include it in your follow-up email.

Official websites and portals:
– SBI website: https://sbi.co.in
– Internet Banking: https://onlinesbi.sbi
– YONO: https://www.yono.sbi
– Complaint portal (CMS/CCF): https://crcf.sbi.co.in/ccf/ and https://cms.onlinesbi.com/CMS/
Using the portal typically generates an instant reference number and allows status tracking—attach the same reference when emailing [email protected] for continuity.

Corporate address for written correspondence (not for immediate dispute resolution):
State Bank Bhavan, Corporate Centre, Madame Cama Road, Nariman Point, Mumbai – 400021, Maharashtra, India.
For branch-specific service (KYC updates, contact changes, physical document submission), your home branch remains the operational point of record.

Security, privacy, and what not to send over email

SBI never asks for OTP, internet banking password, debit card PIN, full card number, or CVV via email, SMS, or phone. Do not share these under any circumstance. If you suspect a phishing attempt, forward the message to [email protected] and delete it. If you clicked a suspicious link or shared credentials, immediately call 1800 1234 or 1800 11 2211 to secure your account (block card/reset access) and then send a follow-up email documenting the incident.

When attaching documents, redact sensitive fields and avoid sharing full PAN/Aadhaar scans unless specifically requested through an authenticated, secure channel (often the branch or official portals). Keep your correspondence limited to the minimum necessary details—e.g., last 4 digits of account/card, masked screenshots, and ticket numbers.

Finally, use only official domains ending in sbi.co.in or sbi (e.g., onlinesbi.sbi, yono.sbi). Cross-check web addresses before logging in or uploading documents. If in doubt, navigate from the homepage (https://sbi.co.in) rather than clicking links in emails or messages.