India Infoline Finance [IIFL] — Home Loan emi debited but refund not processed

Dear Kiran Gawand,

I am writing this email very disappointedly and dis heartedly to you as being a customer with IIFL for past 3 years.

I would like to update you that I have foreclosed by loan with Loan Account number IL10042653 in Feb 2022 ending and the documents were collected on 21st March 2022.

I had requested the customer care to stop my auto debit as I had already paid the Amt and cleared the same online on 9th March 2022.

At that time I was made assured by your customer care executives that the auto debit would not occur, however the same was done on 10th March 2022.

Later I raised a request for refund on 11th March 2022 as I had to pay my EMI in 10th April 2022 with request number 3864228. On that occasion the CS executive Assured me that the refund would be done in 7 working days for which I took a follow up on 23 rd March by calling customer care team.

There I spoke with one lady who assured me that the 7 working days is still not over and would be done in 24 to 48 hrs but still it was not done.

Later I spoke with the customer care executive on 28th March where I spoke with Shivani where she assured and told me that the same is not processed and she would be marking mail to processing department to get the same closed.

Now again today I have spoken with Manisha which she has again told the same thing that the processing is initiated and would take 24 to 48 hrs and she is marking a mail to processing team.

Here to make sure that the IIFL customer service are not bluffing like before I have asked her to provide the mail on my registered Email id but she straight away denied stating that they can’t share any email to customer.

Later I ask her to transfer the call to her senior manager or floor manager that she again declined stating that the call cannot be transferred to senior as they are not authorized to transfer the call to floor manager.

It was very surprising to me that there is no floor manager to take escalation calls and no one to monitor the processing or service request in IIFL. As per my knowledge all reporting and process monitoring need to be taken care by compliance department and also with the floor manager.

Also when I said that I would write to senior and Ombudsman she straight away told that I can write to them which shows the very nature of IIFL people to not to help customer.

When I asked her to provide the conversation request reference number she told that she don’t have the same as this is not in your process nor they are equipped with IIFL CRM tool.

TO my surprise I was not believing as there would be no track of request raised who are calling to IIFL.

Now being an knowledgeable guy I would like to ask some simple question as below for which I expect a simple and logical answers;-

What is the TAT of refund for the amount wrongly debited from customer account?
What is the process of monitoring the service request which is open?
Where it is mention in RBI or government regulation that a company cannot write and email reply to Customer on his registered email id?
What is the reporting structure of the IIFL customer service team if they do not have any authorities to help customer?
Why are your customer service executive are not given the required toll to support customer?


Please note that I want the refund and the answers for all the question raised in 24 to 48 hrs and if I do not receive the same I would be forced to write to RBI ombudsman and the claim would need to be bear by IIFL company as there is various service lapsed and process lapsed at your end.

Hoping a quick processing and revert from your end.

Thanks & regards,

Dipchand Jain

Sr Manager

Aegon life Insurance Ltd

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