Canara Bank — complaint against penalty fees charged by the bank

Address:	400 037
Website:	Canara Bank

I have taken a vehicle loan from canara bank & made regular emi payments in past 3 yrs. I do have an insurance cover but didnt submit a copy to the bank as was not aware of this rule. The bank proactively made an insurance policy on our behalf & have charged us a penalty fees of rs. 23, 000 approx after 3 yrs. The loaner is an old lady of 80yrs and cannot pay such a big penalty. The bank claims to make phone calls but didn't send us any reminder/notification in the past 3 years at our address. They have sent us a letter after 3 years & are asking to pay the penalty fees.
When the loaner visited the bank branch along with her c/o the bank manager behaved in an inappropriate manner & denied the settlement that was initially agreed upon by another person of the bank. The local police was called in & the matter was discussed with them. We have also submitted a copy at the police station regarding this matter.
Please can you look into this matter & arrange for any settlement amount at the earliest.