SBI Credit Card Customer Care Number: A Comprehensive Guide

In India’s rapidly digitizing financial ecosystem, the ability to access prompt, reliable, and multi-channel customer support is vital for credit card users. State Bank of India (SBI), through its SBI Card division, serves millions of credit cardholders nationwide. To ensure seamless customer experience and regulatory compliance, SBI has engineered a robust customer care architecture, integrating telephony, digital, and in-person channels. This article provides a technically detailed guide to SBI Credit Card customer care, focusing on contact channels, the query resolution process, online support features, and escalation guidelines.

Contact Channels:

SBI Card’s customer care network is designed for accessibility, redundancy, and efficiency, catering to Indian consumers’ diverse needs and technical capabilities.

SBI Customer Care Contacts:

Note: Customer care executives are generally available from 8 AM to 8 PM, Monday to Saturday (2nd and 4th Saturdays are non-working days). Toll-free lines are accessible nationwide and are free of charge. Always keep your card details ready for faster service.

1. Phone Support

As the table above details, SBI Card operates multiple helpline numbers for different customer segments and scenarios. The IVR (Interactive Voice Response) system enables users to perform basic functions like checking balances or recent transactions without waiting for a human agent. Emergency and specialized helplines are available for lost or stolen cards, and NRI customers can use +91-22-61820202 for global access.

2. Email Support

SBI Card offers dedicated email addresses for various query types:

• Credit Card Queries: customercare@sbicard.com 
• General Banking: customercare@sbi.co.in 
• Escalations: gm.customer@sbi.co.in 
• Social Media Issues: socialreply@sbi.co.in

When emailing, include your credit card number (masked except for the last four digits), registered contact details, and a clear description of your issue. Attach supporting documents if needed.

3. SMS and Missed Call Services

• Balance Inquiry: SMS “BAL XXXX” (last 4 digits of card) to 5676791.
• Last Payment: SMS “PAY XXXX” to 5676791.
• Block Card: SMS “BLOCK XXXX” to 5676791.
• Missed Call Facility: To receive your card balance via SMS, give a missed call to 8422845512 from your registered mobile number.

4. Online and App-Based Support

• Website/App: For self-service, live chat, and service requests, log in at [www.sbicard.com] (https://www.sbicard.com) or the SBI Card mobile app.
• WhatsApp Banking: Initiate a chat with SBI Card’s verified WhatsApp number for secure, conversational support.
• Social Media: SBI Card maintains active support on Twitter (@SBICard_Connect), Facebook, and Instagram.

5. Postal and In-Person Support

• Mail Correspondence:

            Customer Services, SBI Cards & Payment Services Ltd.. 

DLF Infinity Towers, Tower C, 10-12 Floor, Block 2, DLF Cyber City, Gurgaon – 122002, Haryana, India.

• Branch Visits: Visit any SBI branch for in-person support, especially for KYC updates or complex disputes.

Query Resolution Process

SBI Card’s query resolution workflow is designed for transparency, traceability, and compliance with RBI service standards.

1. Initial Contact and Authentication:

Identity is verified using card details, registered mobile number, date of birth, or OTP. Each query is logged with a unique reference number.

2. Categorization and Routing:

Routine queries are resolved instantly; transactional issues are routed to specialized teams; document-based requests may require uploads or emails.

3. Resolution and Communication:

Real-time closure for many queries; complex issues are tracked via service request numbers. Customers receive regular updates and feedback requests.

4. Timelines and SLAs:

• Immediate (0-2 hours): Card blocking, PIN reset, basic inquiries. 
• 24-48 hours: Dispute registration, chargeback initiation, KYC updates. 
• 3-7 working days: Complex investigations, escalated complaints.

Online Support Features:

SBI Card’s digital platforms are engineered for self-service, security, and scalability.

• Account Management: View/download statements, pay bills, track transactions, redeem points, and manage card controls.
• Service Requests: Raise and track requests for card replacement, address change, or limit enhancement.
• Live Chat & Virtual Assistant: 24/7 live chat or AI-powered virtual assistant for routine queries.
• Profile Update: After OTP authentication, change email, mobile number, or address.
• WhatsApp and Social Media Integration: Secure, conversational workflows for balance checks, last payment, and service requests.
• Help Centre: FAQs, video tutorials, and step-by-step guides for troubleshooting and resolving disputes.
• Security: Two-factor authentication, session management, and access logs.

Escalation Guidelines:

SBI Card’s escalation matrix ensures unresolved or unsatisfactorily addressed issues are systematically advanced to higher authorities.

1. First Level: Customer Care Executive (phone, email, digital channels).

2. Second Level: Nodal Officer (gm.customer@sbi.co.in or by mail).

3. Third Level: Principal Nodal Officer (SBI Cards & Payment Services Ltd., Gurgaon, or call 0124-6129100).

4. Fourth Level: Banking Ombudsman ([https://cms.rbi.org.in](https://cms.rbi.org.in)).

5. SMS Escalation: Send “UNHAPPY” via SMS to 8008 20 20 20 for immediate attention.

Best Practices for Effective Customer Care Interaction:

• Keep Card Details Secure: Never share your full card number or CVV over email or phone.
• Document Everything: Retain all Service Request numbers, emails, and SMS exchanges.
• Use Registered Channels: Always use your registered mobile number/email.
• Update Contact Information: Ensure your mobile number and email are current.
• Monitor Resolution Timelines: Follow up if you do not receive a response within the stated SLA.

Conclusion:

SBI Card’s customer care infrastructure is a multi-layered, technically advanced ecosystem designed for accessibility, security, and rapid resolution. With a suite of contact channels—phone, SMS, email, app, WhatsApp, and social media—customers can choose their preferred mode of interaction. The query resolution process is transparent, auditable, and governed by regulatory standards, while the escalation matrix ensures that unresolved issues are systematically addressed at the highest levels. By leveraging these technical features and best practices, SBI credit cardholders can ensure efficient, secure, and satisfactory resolution of all their service needs.