[Resolved]  Punjab National Bank Housing Finance [Pnbhfl] — Nil response to request of return of documents

Sep 28, 2016

Updated by rthamizharasu Hello,

Thank you for your response. We have contacted the executive of your office even today requesting return of documents. But he does not give any proper response. He claims that he has the documents with him but does not commit to delivering it. It is nearly a month since we submitted our documents and hence we request speedy action from your end.

Regards

Oct 03, 2016

Updated by rthamizharasu Hello,

Your pathetic customer service till continues. I had received a call from your executive who had assured speedy action on the complaint. But I have not heard further from the bank. I had also contacted Mr. Mohan who had taken my documents and cheque giving all sorts of false assurances but I have not received the documents yet. Should I consider such cheating as done by the representative of the bank or by the bank itself? Are we to expect any useful action from your side or should we seek legal assistance to get back our documents and the so called processing fee charged on us without informing us?

Oct 13, 2016

Updated by rthamizharasu This is to bring to your attention that I had received a mail to my email id from your customer care executive in which it was mentioned that my loan application has not been considered favorably. Here is what I had written in reply to the mail but I had not received further communication and it is 9 days since. I have just copy pasted the reply I had given to the mail.

"I thought I had made a very clear statement when I made a complaint about the unethical behaviour of your executives. I really wonder why after all the time and repeated complaints I am being told that the loan application is not considered. I have long since stopped talking about what your stand was regarding my loan. After a number of calls almost everyday to your executive I was finally told that the loan application is not considered. And hence I did not in my complaint ask you to consider my loan application. It is a complaint about all the false assurances given by your executive and total irresponsible services by your bank and about depositing of my cheque without my knowledge. So I don't need a mail from you stating that you are unable to consider my application. My complaint was about the processing fee and as you have stated I have not made a request but a demand for the injustice done by your staff.

As far as Mr. Appanraj's communication (?) is concerned, I would like to inform you that I had not heard from him until today, that is, after I made an online complaint again yesterday. Ever since the loan application was submitted and that was more than a month and after an interview with your credit officer, whom I assume to be Mr. Appanraj, I have not heard even once from him. So it is really absurd that I should refer to the conversation had with him just today about the non-sanction of loan. Does it take more than a month, repeated calls, irresponsible and unprofessional approach by your executive and finally complaints in online forum for your representative to tell us that the loan application was not considered in favour o[censored]s?

I mention irresponsible and unprofessional approach by your representative because he had failed to pick up the phones after the loan application was given. Not once, several times in a day he would not pick up the phone. Even assuming that he was in travel, in meeting or any other possible excuses he could give I am sure he would have seen the missed calls list after he was out of his busy schedule. And he never bothered to call back. Above all, on more than a couple of occasions, after he failed to pick up my call, I tried from a different number and he picked up immediately. I assume that he enters into meeting or travels every time I call and the next moment for another call from some other number he is available.

Finally, you have not mentioned anything about my documents. Does it suffer the fate of processing fee? I again insist that I want my documents along with the processing fee, which was cheated out of me.

I WRITE THE FOLLOWING WITH THE HOPE THAT YOU WILL READ THROUGH:

MR. APPANRAJ CALLED ME TODAY. IT HAD TAKEN NEARLY 20 DAYS FOR HIM TO AFTER MY VISITING HIM AT THE OFFICE REGARDING THE LOAN. HE HAD SO FAR NOT BOTHERED TO INFORM ME ABOUT THE LOAN AS I MENTIONED EARLIER. NOW THE POINT IS THAT AFTER MY TELLING HIM THAT HE HAD NOT EVEN INFORMED ME THE REASON FOR THE REFUSAL OF LOAN, HE TOLD ME THAT IT WAS OWING TO THE TWO 'DUES' I OWE MY PRESENT BANK THAT THE LOAN APPLICATION WAS REJECTED. I WILL COME TO THE POINT ABOUT THE SO CALLED DUES LATER. BUT NOW THESE ARE MY QUESTION REGARDING THIS REASON.

1. LET ME TELL YOU THAT I WAS NOT THE ONE TO INITIATE THE LOAN PROCESS. IT WAS YOUR REPRESENTATIVE MR. MOHAN WHO CALLED ON ME AT MY RESIDENCE AND TALKED ABOUT THE BANK TRANSFER OF MY LOAN. I HAD CLEARLY TOLD HIM ABOUT THE SUPPOSED TWO DUES AND HAD MENTIONED THAT WITH THIS AMOUNT PENDING (THOUGH IT WAS NOT MY FAULT), I DON'T DREAM OF GETTING A BANK TRANSFER AND HENCE THE VERY SUGGESTION SHOULD BE DROPPED. BUT MR. MOHAN INSISTED THAT IT WAS NOT AN ISSUE AFTER COMING TO KNOW ABOUT THE REASONS FOR THE SO-CALLED PENDING DUES. HE HAD PROMISED THAT SINCE THE MISTAKE WAS ON THE PART OF MY BANK, HIS BANK WILL NOT CONSIDER THIS AN ISSUE AND THAT HE CAN HAVE MY LOAN SANCTIONED EXPLAINING THE ISSUE BEHIND THE 'PENDING DUES'. AND AFTER THE SUBMISSION OF THE LOAN APPLICATION FORM, I RECEIVED A CALL FROM YOUR CREDIT OFFICER WHO INQUIRED ME ABOUT THE 'PENDING DUES'. I HAD EXPLAINED THAT IT WAS NOT MY FAULT AND THEN HE DID NOT QUESTION FURTHER. AFTER SEVERAL CALLS I WAS ASKED TO COME TO THE OFFICE AND I WAS ASKED THE SAME QUESTIONS AND I HAD EXPLAINED AGAIN. NOW, IF THIS WAS THE REASON FOR REJECTION AS MR. APPANRAJ CLAIMS, I WANT TO KNOW WHY MY APPLICATION WAS LOGGED IN IN THE FIRST PLACE. IF YOU ACCUSE ME OF SIGNING THE DOCUMENT AND HENCE YOU COULD NOT REFUND THE PROCESSING FEE, ON WHAT GROUNDS DID YOU DEPOSIT THE CHEQUE KNOWING FULLY WELL THAT YOU WILL NOT BE SANCTIONING MY LOAN. WHY CANNOT I CALL THIS CHEATING? ABOVE ALL WHY DO YOU ASK ME ABOUT MY SIGNING THE DOCUMENT AFTER READING? INSTEAD ASK YOUR REPRESENTATIVE WHY HE TOOK MY SIGN IN THE APPLICATION KNOWING FULLY WELL THAT MY LOAN APPLICATION WILL NOT BE CONSIDERED?

2. EVEN IF YOU WERE TO CLAIM THAT YOUR REPRESENTATIVE MADE NO SUCH FALSE ASSURANCES, I HOPE YOU WILL AT LEAST AGREE THAT THE DOCUMENTS WILL BE VERIFIED FOR BASIC DETAILS BEFORE ASKING ME TO SIGN ON THE DOTTED LINES. MY LOAN STATEMENT AS WELL AS MY BANK STATEMENT CLEARLY SHOW THE NON-COLLECTION BY MY HOUSING LOAN BANK OF THE TWO EMIS. WITH SUCH A CLEAR STATEMENT APART FROM MY WORDS, WHY WAS I ASKED TO SIGN THE APPLICATION AND WHY WAS IT LOGGED IN THE FIRST PLACE?

3. WITH ALL THE MISTAKE ON THE PART OF YOUR REPRESENTATIVE AND THE CREIDT OFFICER, HOW CAN YOUR CREDIT OFFICER CALL ME TODAY TO SPEAK SO HARSHLY TO COVER UP FOR HIS MISTAKES? HE WAS AUDACIOUS AND HE EQUATED MY MEDICAL PROFESSION WITH THE IRRESPONSIBLE APPROACH BY YOUR BANK'S REPRESENTATIVE. HE HAS CAUSED ME SUCH MENTAL TRAUMA WHILE I WAS TREATING MY PATIENTS IN MY CLINIC. WHY SHOULD I REFRAIN FROM MAKING A COMPLAINT ON HIS DEFAMATORY REMARKS?

AS FAR AS THE SUPPOSED PENDING EMIS WITH MY EARLIER BANK I WOULD LIKE TO MAKE AN EXPLANATION. NOT BECAUSE I WANT YOU TO RECONSIDER BUT TO LET YOU BE AWARE OF THE FACT. IT IS LEFT WITH YOU TO JUDGE THE LEVEL OF FALSE CLAIMS MADE BY YOUR REPRESENTATIVE AND THE LEVEL OF INJUSTICE BY YOUR BANK IN LOGGING IN MY APPLICATION. IF MY STATUS WAS WORTH OUTRIGHT REJECTION, YOUR BANK SHOULD HAVE NOT GIVEN ME THE APPLICATION OR PROCESSED IT.

THERE WERE TWO 'DUES' WITH MY PRESENT BANK. ONE WAS THE DECEMBER PAYMENT, WHICH THE BANK HAD TOLD US (MEANING ITS CLIENTS), THAT CONSIDER ING THE FLOODS IN CHENNAI, THEIR HEAD OFFICE HAD MADE A DECISION TO NOT ASK THEIR CLIENTS FOR THE MONTH. THE SECOND OCCASION WAS WHEN THE BANK HAD SWITCHED ITS BANKING TRANSACTIONS WITH ANOTHER BANK AND HENCE THE EMI WAS NOT DEBITED. I CHECKED WITH THE BANK AND I WAS INFORMED THAT THE EMI WILL NOT BE DEBITED OWING TO THEIR CURRENT TRANSFERS. SO, IT WAS ALSO NOT MY FAULT. HOWEVER, THEY HAD MISTAKENLY DEBITED ME WITH PENALTY. I CAME TO KNOW ABOUT IT ONLY AFTER I RECEIVED A STATEMENT FROM THEM TO SUBMIT TO YOUR OFFICE. I CHECKED BACK WITH MY BANK AND THEY HAD ACCEPTED THEIR MISTAKE. I HAD INFORMED ALL THIS TO YOUR REPRESENTATIVES.

I AGAIN CLEARLY STATE THAT I HAVE NOT WRITTEN THIS LETTER OR GIVEN AN EXPLANATION REGARDING 'PENDING' EMIS TO HAVE YOUR RECONSIDERATION. THE REASON FOR MY WRITING IS TO HAVE MY DOCUMENTS ALONG WITH THE PROCESSING FEE."

I wonder how a complaint of such nature is left unattended by your staff. Since I have reproduced the same in the online forum I hope I will be replied to.