Bajaj Finserv — Rude behaviour by Bajaj collection department and use of personal info without consent

Address: Salt Lake Sector V Kolkata

Dear Sir/Madam,

I am writing to formally escalate my concerns regarding the manner in which my recent EMI follow-up was handled by representatives of Bajaj Finance.

I have been a long-term customer of Bajaj Finance and, over the years, have availed your services multiple times. I have consistently recommended Bajaj Finance to friends, family, and professional circles based on my positive experiences and trust in your organization. Until recently, my repayment record has been timely and responsible.

Due to a medical emergency in my family and a recent job transition while establishing a new business, there have been some delays in EMI payments in the past few months. These were not wilful defaults, and I was actively trying to regularize the payments at the earliest possible time.

I would also like to clearly place on record that none of my delayed payments have ever crossed into the following month. In the present instance, the EMI due date was the 2nd of the month, and the incident in question occurred on the 7th of the same month—a delay of only five days. I had also paid the applicable late payment charges as per policy. Considering this context, the intensity and manner of the recovery action taken felt grossly disproportionate.

While I fully understand and respect Bajaj Finance’s right to follow up on delayed payments, the manner in which such follow-up is conducted makes a significant difference, especially when dealing with long-standing customers.

On the morning of Jan 7, around 11:00 AM, I received a call from a recovery representative, Mr. Sandip Ghosh (Salt Lake branch), whose behaviour was extremely aggressive and inappropriate. He raised his voice and spoke in a shouting and intimidating manner. The experience was deeply distressing and humiliating, to the extent that my employee seated beside me could hear the conversation.

I would like to clearly state that follow-up on payment delays is acceptable, but the absence of basic courtesy and respect is not. The way I was spoken to made me feel as though I had committed a crime or was being treated like a thief. This is not an experience I am accustomed to, nor one I ever expected from a reputed organization like Bajaj Finance. The incident left such an impact on me that it continues to stay with me as a deeply unpleasant and unsettling experience.

Later the same day, I was further disturbed to learn that during a field visit, recovery personnel were carrying my photograph on their mobile phone to gain access to my residential building. My gate security showed me the photograph on his phone, confirming that my personal image had been shared without my consent. Unfortunately, the situation escalated when the security personnel took a photo of that image and circulated it further, even approaching me to confirm my identity.

I have never given consent for my photograph to be shared with third parties. A personal photograph is private information, and its circulation in this manner compromised my privacy, dignity, and sense of safety. This situation could have been easily avoided through respectful communication such as an SMS, email, or prior intimation of a visit.

I respectfully request Bajaj Finance to:
• Investigate the conduct and communication style of the concerned recovery personnel
• Reinforce basic courtesy and respectful behaviour as a non-negotiable standard in recovery practices
• Clarify how my personal photograph was obtained, stored, and shared
• Ensure strict adherence to customer privacy and data protection norms
• Consider customer history, payment timelines, and long-term association before resorting to aggressive recovery measures

I have always believed Bajaj Finance to be an organization that values trust, ethics, and long-term customer relationships. I sincerely hope this matter will be addressed with the seriousness it deserves, so that no customer has to undergo a similar experience.

I look forward to your response and resolution.

Warm regards,
Anamika Mitra
Registered Mobile Number: [protected]