Malabar Gold & Diamonds — poor customer support on scheme realization without passbook

Address: Bangalore, Karnataka

I was pasterred to invest in a gold purchase plan in 2018 at malabar gold and diamond jewellers (Koramangala branch, bangalore). And did invest about 11000 till date though online payment. Have a online account as well with the complete scheme detail.

However, today i got a letter mentioning it has matured and visit the store with the passbook, i'd and address proof. The later two are understood, but the passbook i had not even seen. To my surprise, when i visited the store to purchase a gift for my mother inlaw with the amount accumulated in scheme... I was very politely declined that i can not purchase until i show the passbook. I was really not expecting this in spite of having all the details online and willing to sign document stating the scheme can be closed.in absence of the passbook, i had to make an affidavit and for that it was late in the evening.
If you think we are the valuable customers, then you should have made sure not to disappoint the customers. This is awful. I had better experience at bangalore based jewellery shop kalyan jewellers. Any with this experience i would never recommend anyone to malabar jewellers. The amount may be small in the scheme. But the customer requirement was not fulfilled due to the unseen passbook today. There has to be appropriate support to ensure csat.