Bajaj Finance — Illegal activities by collection/Recovery agents of Bajaj Finserv Ltd.

Address: New Delhi, Delhi, 110034

To,
Indian Consumer Complaints Forum,

Sub.: Illegal activities by collection/Recovery agents of Bajaj Finserv Ltd.
Ref.:- Salaried Flexi Loan A/c no.: 401SAF18893984

Dear Sir/Madam,

With reference to above Salaried Flexi loan account, I wish to inform you that since last 15 months, I have paid by EMI on regular basis. In the month of March 2017, due to change in my saving account, my auto debit EMI got bounced. To avoid this bounce, in the month of Jan’17, I have requested Customer care to change my bank account records for Auto Debit facility. After few days, when I didn’t get any reference number, again I called up customer care again and requested for same services.

Now as per prior information given to Bajaj customer care on recorded lines, I have stopped maintaining balance in my HDFC bank due to my personal reasons and at same time, new bank account details has not been updated for auto debit facility in loan account. Resulting EMI bounce.

After one week of EMI due date, I started getting calls from Mr. Akash Dhaiya (Collection/Recovery Agent who represented as Bajaj Finserv employee) from landline number[protected]. I have discussed my concern/problems to him and requested him to rectify my problem. After listening my problem, he sent executive at my registered address to collect the required documents (as per my knowledge), but when Mr. Dharmender (field office) visited my home, he started demanding cheque of EMI amount only. I have requested him to first accept my bank account details to change registered bank for auto-debit of EMI and then we can proceed further. But Mr. Dharmender didn’t listen anything. He spoke to his seniors and went back to his office without taking any document.

After 20 days, Mr. Dhaiya started calling me on regular basis and started using abusive languages (recording may be provided on demand). I got surprised and shocked after seeing the behavior of collection department of Bajaj Finserv. After frequent calls from same landline number, my wife picked up the phone to explain the matter. But Mr. Dhaiya didn’t want to listen anything and he started misbehaving with my wife as well over phone (recording may be provided on demand). This act from any person/employee of company is un-acceptable. He started calling me after 9 PM as well from mobile numbers [protected] and [protected] and demanding for money.

On regular discussion over phone with Mr. Dhaiya and his senior team, still Mr. Dhaiya along with 3 gentlemen visited my relatives address (which is not even mentioned on any KYC document) and harassed my relatives. Then all same 4 persons visited my registered residence address (without information) at 7:25 PM and start shouting like mad man outside my house and start discussing about my borrowed money with my neighbors, passerby etc. As I was not at home, my father (senior citizen, heart patient who undergone Bypass heart surgery) attended him and explain him to speak to Mr. Bharat Kalra only. But all 4 recovery agents didn’t listen anything and they hounded my father and bullied over him and making pressure to make payment of overdue amount on behalf of me.

After this incident and harassment, I and my family not feeling safe at all. We got mentally disturbed. Because this is not a way of collecting money, this is pure GUNDAGARDI. On 3rd April, Mr. Dhaiya even threaten me to physically harm if I don’t pay this EMI due amount.

Mr. Akash Dhaiya crossed all his limits to collect the money. As per RBI guidelines:
1. Recovery agent cannot discuss the debt amount to any other person except the borrower. In this case, Mr. Dhaiya shouted in front of my house and disclosed by debt amount to 4-5 families living in surrounding my residence.
2. Recovery agent have to approach between 7 am to 7 pm. But Mr. Dhaiya used to call me till 10 PM for collection (proofs can be provided on demand). Moreover, he and his team visited my relative’s house and my house at 7:25 PM and went back at 8:10 PM after intervention of my neighbors. More than 15 evidences are available to proof this act.
3. The recovery agent has to talk in decent and civilized manner; no abusive language should be used. But Mr. Dhaiya abused a lot over phone. Even he abused to female as well. Recording may be provided on demand.
4. Giving threaten to physical harm by recovery agent is illegal, but Mr. Dhaiya did the same over phone to me on 3rd April’17.
With above facts, this is pure harassment and defamation case. I and my family feeling humiliated, mentally tortured. I am surprised and shocked by the way of doing recovery by Bajaj Finserv Ltd. to their customers.

This is my first complaint against recovery/collection agent to my lending company Bajaj Finserv Ltd.

I am looking forward for reply and resolution on this matter from Bajaj Finserv Ltd. on urgent basis. If it’s not been done, I have to approach to Banking Ombudsman, Reserve Bank of India, New Delhi, all Media channels and other government departments to safe me and my family’s life.

Thanks,
Bharat.