[Resolved]  LIC Housing Finance — Loan a/c number -[protected]

Address:

Bangalore, Karnataka

Hi, I have a housing loan with LICHFL since July2010. My loan account number is [protected]. First 3 years was fixed and after that they said its going to be floated, so i opted for the loan and it was granted. I have couple of issues to report here with related to the services and first 3 years was fine as it was fixed rate and I didn't realize till the start of 5th year that the bank charges exorbitant interest rates and don't bother to communicate to the customers about the change in interest rates. My question is why communication is not sent to me about the changes in interest rate. As of i am getting charged 11.5% So Dec 2nd 2014 i went to LICHFL, Residency road-Bangalore branch and asked them why the interest rate is so high, for which manager didn't have any information but said he they can reduce the interest by 1% if i pay one extra month's EMI. When asked why, he said its the bank policy and when asked why no communication was sent to me, he said, it letters were sent to me. I didnt want to continue discussion with him and told him, i want to transfer the loan to other bank and he asked me to pay Rs.1000 and can take a copy of my documents. So i went back to Payment counter and made payment and helpdesk person took my Hyderabad address and said he will get it couriered to my Hyderabad addresss in 12 days. So i requested them to send it in a week's time, so the helpdesk guy said, 'ok sir i will take care'. And i didnt know that it will not reach me even after 30 days. I called up LICHFL, residency road on the number[protected] on Dec19th 2014 and was to my surprise they said, they will courier it that day. So i waited for 4 days and called again on 23rd Dec and i was told, for some reason it was not sent and Mr.Govardhan and Ms.Anuradha assured me that it will be couriered that day. I called back after a week that is 29th Dec and they are asking for me address again and when i asked if they can find where is the documents using the courier tracking number. So Anuradha says i either give my address again or go to their office personally and collect it, which is unacceptable as they charged for the photocopies and courier charges, so i told why cant she track the courier status or i said let me talk to the manager. So i was put on hold for 15 minutes and she said Govardhan has the tracking details and he is on leave. I insisted i talk to the manager N V Ramanna(i was told that is his name, i am not sure if thats the real name or they just gave random name), they kept on hanging the call on me. I called up 10-15 times but no luck. I could hear Anuradha asking him to talk to me but he didn't bother to attend the phone and they disconnected again. I call again and this time its Chennappa, he says i might have given the wrong address and but he is not ready to check the status of the courier and he is blaming me and I said i want to talk to the manager but the manager doesn't want get up off his seat. I can hear the conversation in the background and manager advised disconnect the phone again. Such a bad service from service department and their manager, I called few more times but they dont pickup my call. I got hold of another phone number for LICHFL and it was Recovery department and a lady shouting at me and asking me not call that number and they cant transfer the call..So i called 10-15 more times to the service department number but nobody answered the phone. Today 30th December, i called again and Anuradha is asking for my address again and when asked about tracking the courier, she hung up on me, i callled again 10-15 times and Chennappa answers the phone and says, he will find the tracking number by afternoon and give it to me and he says that i have to track the courier and they will not help me track the courier. I called back again and i spoke to Anuradha and Chennappa and they gave me POD number(Courier tracking number) BLR[protected] and looks like this is of some other customer. They just wanted my calls to stop ringining. After several rings, i got connected and when i told Anuradha that the number is wrong, she got Chennappa on the call and took down my email id and said he will email me the POD in 10 at 3pm today and its 8pm and i dont have an email. When i called back in 30 minutes again both Anuradha, Chennappa are laughing hearning my concerns. How can a bank become so insensitve about a customer greiveince. I called back again 31st morning and wanted to talk to the manager as i had not got a call or any update or an email with the correct POD number. And today i got to know the name of the manager is Shrikanth not N V Raman and I could hear Anuradha asking him to talk to me but i could hear he telling her to disconnect the call and she did disconnect the call. I called back 10-15 times but they dont pick my calls. I want this issue to be escalated to the highest authority at LICHFL and i want a call back from one of the them. At this point in time, i am really pissed off with the service, all i want is the photo copy of my documents, so that i can get rid of your utterly pathetic customer service and rediculous interest rates of LICHFL. Does Mr.Shrikanth and his team understand that his salary gets paid because of the interest I and many other pay the bank regularly. I haven't missed a single EMI in the last 50 months. Does LICHFL care about giving atleast 10% of the service that other banks give? Does any higher ups at LICHFL really care about customers' grievances? Can somebody help and I want explanation as to why the issue is being handled so badly. Very Disappointed, Veerendra