[Resolved]  State Bank of India — Poor customer Service and No response from higher authorities for the complaint

Address:

Vellore, Tamil Nadu

Sir,

I have sent a mail to many of the higher officials in SBI related to the abusive behavior of SBI officials towards my Dad when he approached the bank for mutual settlement of our housing loan. However the mail was not at all responded and when I sent the mail again asking for any update, they are not responding. I have mentioned the detailed complaint details below which I have sent to the higher officials. Kindly do the needful.

Respected Sir/Madam,

I am Udhayakumar S. S/o Mr.K.N.Subramani who worked as an Accountant in Govt. I.T.I., borrowed housing loan from State Bank of India, Ekhu Nagar Branch in the year 1999 for Rs.2,00,000/- and in the year 2004 an additional loan for Rs.1,00,000/- was borrowed. Due to some administration dispute, my father was victimised and came out of work by CRS and he is yet to receive the settlement till date. In the mean time my father paid some amount for the housing loan borrowed and was not paid for few months. Then the SBI Ekhu Nagar Branch, Manager Mr.
Subramani filed a case against my father in the year 2007 and he came to our house and called our parents to the branch and we have informed all our concerns to him and he advised my parents to give a written statement mentioning that we will be paying Rs.5000/- per month and my parents paid Rs.20000/- in the month of March 2008 stating they will start paying Rs.5000/- pm from June 2008. Then when my father went to pay the money in the month of June 2008, the Manager Mr.Subramani was transferred and the new manager Mr. Raghunathan did not accept the amount and he directed to pay Rs.50000/- immediately. Then even after many approach to the branch, the Manager did not accept even after mentioning about the written statement given to the Manager, Mr.Subramani.

The Bank officials did not turn up and the case passed many hearings in the Poonamalle Court. Hence my father was fed up with the court proceedings and he went for Mutual settlement with the bank and the Branch Manager Mr. Sadhanantham directed my father to meet Mr.
Sritharan in Vellore SBI regional office. My father met Mr.Sritharan however he abused My father severely stating about his personal problems in I.T.I. and he specifically told, "You are a Zero now, You have no job and how will you pay the money, What theft you have done in your office so they sent you out". My father even begged to him however he refused to talk further and asked my father to get out of the office. After having meet with Mr. Sridharan and because of his words my father attempted suicide however my uncle brought him back to home safely and My uncle had meet with Mr. Sridharan later however he refused to talk. Is this the way the bank officials of a reputed world class bank treat a person coming for Mutual Settlement?

Years passed as the court hearings postponed to further date. On November 19, 2012, The Ekhu Nagar bank official Mr. Inbaraj reached our house and threatened my Mother when she was alone at home saying that he is going to arrest My father for non-payment of loan and he also threatened her by pasting a notice and he warned my mom that he will throw things in the road if we don't pay the loan within the month of November 2012 and he will advertise this in newspaper. My mom told to Mr.Inbaraj that she will inform my dad and make him talk to the Manager and pay the amount ASAP and not to advertise it in newspaper however he made us ashamed by advertising it on November 21, 2012.

My father went to SBI Ekhu Nagar Branch to enquire about the threaten done at home to my mom and there Mr.Inbaraj told my father that only if we threaten you people, you will pay the amount. It is like gundas from the bank making things happen towards the bank. Then the New branch Manager Mr. Krishnakumar the current Manager of SBI Ekhu Nagar Branch contacted my parents and asked for Mutual settlement and we too agreed for the same. Myself and My father went to Ekhu Nagar Branch and asked for the total amount to be paid and he calculated with 11% interest on the balance amount however we have asked that in the point no. 16 (a) of the court order it is stated that 8.25% is the interest till the date of realisation however he did not consider what we are specifying. He arrived at the total amount of Rs.4,09,915/- and gave the statement to us and asked to meet Mr.K.C.Muralidharan, Chief Manager in Regional office at Vellore. We met him at Vellore on December 6th 2012 and he calculated the amount again and arrived at the amount Rs.4,65,618.81/- which includes the court fees, document retrieval charges and the newspaper charges which made us ashamed. My father mentioned that we came for mutual settlement and requested to deduct some of the interest. Then when I started to explain my father's situation, Mr.K.C.Muralidharan stopped me right away and told, "For my 32 years experience I should not talk to you and you shut up and sit". I am a 26 years old male and taking charge of all my father's debts but the bank official states that for his experience he will not talk to me itseems. Is this fine? Whatever may be the duration of experience, he should explain to the customer irrespective of his age and status. When this is not followed, what is the use of this 32 years experience and what experience did he get in this 32 years when the primary thing, "Attitude and Behaviour to the customer"
is not followed. Then he asked a series to questions to my father which killed his soul in the office and he cried even in front of me.
Then I explained Mr.K.C.Muralidharan that we are in a situation that we cannot borrrow such a huge amount and asked for some deduction in interest amount. Then he replied to both o[censored]s, "I cannot deduct even a single rupee for you because you have appointed a lawyer for the case filed by SBI". I am concerned, are we not supposed to answer the case through a lawyer? They behaved as if we had made a crime by appointing a lawyer. He again stated that, "You have to pay the entire amount". I requested him to reduce a few amount he can, then he shouted at us mentioning, "Both of you go and beg some where in the platforms and pay the amount". Is this the way a bank official will talk to a customer? Eventhough the payment is defaulted, he is a customer for the bank, right?

Then he took us to Mr. Kanda Subramanian, Regional Manager. He asked us to pay the entire amount and instructed Mr.Muralidharan to leave us at road and subject the house to auction. Then he threatened us to sign the letter stating that we will pay Rs.450000/- within December
17 2012 orelse we will leave the home. We requested time till December 30 2012 however the Regional Manager behaved like a rowdy stating that, "How you will pay the amount? You thieves, you people will rob some where and pay." We were thinking whether to sign or not and in the mean time Mr. Muralidharan stated that if you don't sign we will make you ashamed by releasing the information in Newspaper and they threatened my father and made him to sign the letter and told my dad that if he goes to any higher authority he cannot be done anything.
Hence my father did not complain to anyone till date and waited for the document to get released.

After signing, he promised that he will get the documents in the month of January 2013 and we have managed and paid the entire amount by getting loans from the gold we had and from my personal loan from Axis bank in the above said date December 17 2012. Days passed and due to that delay we contacted Mr. Krishnakumar, he told that he doesn't know anything and asked to proceed with bank lawyer. The bank lawyer told us to contact the Manager and this went for days and Months. On 8th April when I contacted Mr. Muralidharan, he thrashed me and told, "You people have kept a lawyer for the case and if you settle should we release the document as said?, Let me see how you people are getting the document". Then we contacted Mr.Krishnakumar and he too changed his words and stated that, "I will not do anything for your case to get the document released and lets see when you get those papers in your hands".

They are now saying some reasons that the lawyers are delaying in the court after all these threatens and whatever it may me the reasons, how a bank official must behave to its customers. Is this the right way to approach a customer? Is this the situation of the customer of a World class bank after settling his loans?

Now we are in a situation that the bank officials are taking revenge on us for appointing a lawyer and they are not showing any interest in getting the documents released. Since the interest for the loans we got is getting increased, my parents are very much upset and they are fell sick for three times till date.

I kindly request you to look into this issue and get our documents released as soon as possible and get us relieved from the revenge and the threatens from the bank officials. And also I request you to get an apologize letter from,

Mr. Inbaraj for threatening my mom when she was alone at home, Mr. K.C. Muralidharan, Mr. KandaSubramanian, Mr. Sridhar for severely abusing my father related to his personal issues and Mr. Krishnakumar for taking revenge and delaying the documents.

And please investigate them about the threatens they made and because of that we have felt a lot in our mind and soul. My parents even got sick due to these issues and we request you to claim a compensation from the SBI bank officials for this issue. We are a middle class family and we cannot withstand the threatens and words from the bank officials. So please consider my complaint as a high priority and kindly do the needful. If you want us to proceed the issue in the Consumer court, we are ready to face them in the court. Please look into this issue and kindly do the needful.

Atlast what we need is our House documents and Apologize letters from the above mentioned officials and compensation for all the threatens they made which affected our mind and soul.

Thank you for reading the large e-mail about our concerns.

Thank you in advance for your support,

Thank you,
Udhayakumar S.