Bank of Baroda recently launched couple of new credit cards with Eterna being the premium variant given to the general public. I recently got the card and here’s my detailed experience about the same.
This article covers only my onboarding experience, if you’re looking for the features & benefits, check out: BOB Eterna Credit Card review
As soon as I decided to get the card, I shared my details online, which basically captures your data and shares it with the closest region handling online applications, need not be the nearest branch though.
After about ~2 weeks of sharing details online, I got the call for applying without opening bank a/c.
I shared all required documents and the physical verification was done a week later. Its odd to see the verification guy taking a snapshot of the home (exterior).
Verification went through but the card was “not approved due to internal policies”. It actually got stuck in an issue that caused this.
The issue was some policy change, which now asks for BOB savings ac for new applications.
I started escalating and got it sorted. So they re-checked CIBIL for 2nd time and then the card got delivered within a week of approval.
Note: Some users are getting fully digital application process too via Video KYC.
It came with a decent credit limit in the usual range given for any Premium credit card.
While the credit limit is lot lesser than my other super premium cards, it is sufficient to begin the journey with.
The Blue dart guy called me saying “Sir, you’ve got a new card from Mastercard”. Basically Mastercard branding is heavily done on the outer package.
The card comes in a box (that’s not so intact) with a wallet holder. Here are some snaps of the package and the card:
Its all good, except that I wish the wallet was in black colour. It’s actually more of a passport holder to use while travelling, than a wallet to store multiple cards.
I feel it’s bit bigger to hold and wander in airport. May keep your passport & ticket safe though. Good attempt anyway!
The Eterna Credit card has some shiny elements in blue colour, which I scratched by mistake while I was trying to get rid of the glue on it. You may not notice it much on image though.
The card has a clean design with numbers at the back. It looks decent in reality but lacks the WOW feeling.They should have picked a better colour here as this greenish look isn’t that great.
You can manage your credit card via Bobcards online portal. It’s not feature rich, but you can get basic things done like:
- View statements
- Unbilled txns
- View reward points and
- Redeem points for cash credit in a click (not realtime credit though)
You don’t have a mobile app. But you may use the net-banking on mobile interface and it works pretty well.
The requests made on portal takes long time to get a response. That brings me to the next most important aspect of the product.
Service and support
Customer care is almost non-existent. Here is what I experienced:
- The toll free 24/7 Eterna support line is busy 24/7 since past 3 weeks
- Regular support line connects directly to executive, good, but they ask you to email the issue, so its of less use.
- Emails to the support email id gets bounced back with error “The recipient’s mailbox is full and can’t accept messages now“.
- If email goes through, it takes a week to get a response .. a robotic response!
- Even the support via social media is of no use. They just take your details and “share with the team” but nothing actually happens. Tried like 5 times and lost my patience already.
Basically no one is there to quickly answer the queries for the general public.
So the only way to reach out is by escalating here, there, everywhere. Be prepared to get robotic responses on escalations too!
Things to note
- 10K milestone rewards (on spending 50K INR in 60 days) gets added on first statement itslef. Good work on that.
- Only base rewards (0.75%) is given initially on categories with bonus.
- Joining fee waiver on spend, 5x bonus on online spends & redeeming points – all takes one month delay to reflect.. is what customer care says, will have to wait and see that next month.
- My add-on card application done via portal didn’t go through either. When asked via email, they’re asking to send docs again. Hmm!
Stay tuned for the updates on these next month 1st week!
So some of the most important things that makes the USP of this card are not instant and so you’ll have to wait one more month to see if it really makes sense to get the card.
That’s a big downside as it doesn’t allow users to test the system before doing high value transactions with a particular merchant for bonus rewards.
Paying the Bills
BOBCards billing is done for calendar month and the bill is generated by 1st of every month.
Once the stmt is generated you’ll get the stmt email with the ability to pay the bill through various payment modes: this also includes debit cards.
And yes, you may grab the points on debit cards for paying the bill. I checked using IndusInd debit card and works well.
Overall it’s a good product with the kind of value it offers. I’m surprised to see BOB trying new things to make customers happy, by sending a wallet along with the card.
But there is no point in adding glamour without meeting the basic needs of the customer, like no clear timeline for fulfilment of offers and when coupled with poor customer support it makes things worse.
I wish they have a dedicated, experienced email/phone support with faster/instant response to handle queries on Eterna and other premium products that BOB may have in pipeline. Else, there is no point in selling a premium product.
Feel free to follow us on Facebook, so you will know instantly once I post updates on the pending queries raised.
Do you have BOB ETERNA or other Bob cards? Feel free to share your experiences in the comments below.