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Language Row at Karnataka SBI Branch Sparks Outrage and Apology from Bank Official
A video that surfaced online showing a heated exchange between a customer and a State Bank of India (SBI) employee at the Surya Nagar branch in Anekal Taluk, Karnataka, has reignited a contentious language debate across India. The video, which quickly went viral on social media platforms, captured a customer demanding that the bank official speak in Kannada, the local language of the state, to which the official firmly responded that she would not.
The incident has drawn widespread attention from the public, state leadership, and the bank itself, with reactions spanning outrage, political condemnation, and eventual apologies. It also reopens long-standing discussions about linguistic inclusivity and cultural sensitivity in public services, particularly in multilingual India.
The Incident: “This Is Karnataka” vs. “This Is India”
In the now-viral clip, the customer can be heard stating, “This is Karnataka, ma’am,” to which the SBI employee replies, “This is India.” She goes on to declare, “I will not speak Kannada first,” stating that her mother tongue is Hindi. The firm rejection of using the local language in a state government-regulated institution quickly escalated tensions online.
Social media users accused the SBI official of not only disrespecting the Kannada language, but also of violating customer service standards set by the Reserve Bank of India (RBI). One user posted the video on X (formerly Twitter), tagging top government officials and stating, “Your Branch manager and staff disrespect the Kannada language, imposing Hindi on people of Karnataka, misbehaving with customers, not giving service, and not following @RBI rules and guidelines.”
Customer’s Claim: RBI Guidelines and Local Language Use
The customer involved in the video argued that, under RBI’s policies, bank officials are obligated to communicate with customers in the local language to ensure clarity and effective service. RBI has consistently emphasized the importance of linguistic accessibility in banking operations, especially in rural and semi-urban branches. This requirement aims to ensure financial inclusion across India’s diverse population.
Although the guidelines encourage the use of regional languages, implementation is often inconsistent, particularly in urban areas with diverse linguistic populations. This inconsistency lies at the heart of the current controversy.
Public Backlash and Apology from the SBI Employee
The video triggered intense public backlash. Facing the heat, the SBI official later issued an apology in Kannada through another video. In it, she is seen speaking with the help of colleagues and states: “If I have hurt anyone, I sincerely apologise. I will try to cooperate and conduct my business in Kannada going forward.”
The apology was seen by many as a step in the right direction, though critics argued it was a reaction to mounting pressure rather than a genuine acknowledgment of error.
Political Response: Karnataka CM Condemns the Incident
Karnataka Chief Minister Siddaramaiah weighed in on the incident, condemning the employee’s refusal to communicate in Kannada. Taking to social media, he wrote, “The behaviour of the SBI Branch Manager in Surya Nagar, Anekal Taluk refusing to speak in Kannada & English and showing disregard to citizens is strongly condemnable.”
The Chief Minister also thanked SBI for taking prompt disciplinary action against the employee, confirming that the official had been transferred from the branch in question.
SBI’s Official Statement
In response to the public outrage and mounting political pressure, State Bank of India issued a formal statement on the matter. The bank wrote:
“We are deeply concerned about the recent incident at our Surya Nagar Branch of AO South Bengaluru. The matter is currently under thorough evaluation. State Bank of India maintains a policy of zero tolerance towards any behaviour that adversely affects the sentiments of our customers. We remain steadfast in our commitment to ensuring respectful and dignified conduct towards all citizens.”
The bank has initiated an internal inquiry and emphasized its dedication to providing inclusive and respectful service in accordance with both national guidelines and regional expectations.
Background: A Broader Linguistic Debate
This incident follows a recent uptick in online discourse surrounding language politics in Bengaluru and Karnataka at large. A trending social media post had earlier urged “outsiders in Bengaluru” to learn the local language, a statement that triggered a flood of reactions, both in support of and against the idea.
While many residents supported the emphasis on using Kannada in day-to-day interactions, others pointed out the complex linguistic landscape of India, arguing that it is impractical to expect individuals to learn every regional language, especially in metropolitan cities where populations are highly diverse.
The dispute also reopened long-standing tensions between speakers of Hindi and South Indian languages, with some users describing the incident as an example of cultural imposition and others defending the official’s right to use Hindi in a national institution.
Conclusion
The language row involving the SBI employee in Karnataka has once again highlighted the importance of cultural sensitivity and linguistic inclusivity in public services. While the incident may seem isolated, it reflects deeper sociopolitical undercurrents in a multilingual nation like India, where language is not just a tool of communication but a symbol of identity and pride.
With authorities and institutions now paying closer attention to such issues, the hope is that this serves as a learning moment for policy enforcement and staff training, ensuring that every citizen feels respected and understood—no matter their language.
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