[Resolved]  Citifinancial Consumer Finance India Ltd — Re: Diappointed and Frustrated with CitiFinancial customer service.

To any City Finance Manager concerned about their CUSTOMER!

Is There any human working with this BANK ..

Below all my correspondence mail explains my issues ..

Even after multiple email request and phone call my issue was not resolved ..SO I PAID WHICH I WAS NOT SUPPOSE TO AND GOT RID O[censored]NETHICAL FINANCE INSTITUTE ..LAST 3 Months there was no deductions and loan amount was cleared as the bank expected the amount to clear. NO I SEE TODAY THERE IS 3500rs Deducted under electronic clearance with out my consent ..I called all the branches to help me in knowing ..why is the amount deducted ..Branches are disconnecting the phone line ..and no ethics in customer ...I would say it got worst and worst.I NEED EXPLANATION on all this ASAP ...
I am frustrated and I hope any of you managers take this into consideration and call me back right away or else i will take legal actions and SUE for disturbing my peace of mind ..

I CALLED THE BANGALORE BRIGADE ROAD OFFICE THE CALL WAS ATTENDED BY VEERAPPA AND I REQUESTED HIM TO CONNECT ME TO HIS MANAGER -NOTE CALL WAS MADE AT 3:00pm AND HE DISCONNECTED THE CALL FOUR TIMES AND WHEN I FINALLY WAS FUSTRATED AND CALLED HIS GAVE ME AN EXCUSE STATING THE LINE WAS GETTING DISCONNECTED AND FINALLY PUT THE RECIVER DOWN AND CALLED THE MANAGER AND NO SUPRISE HE IS 3 CHAIRS AWAY AND USING F WORD SAYING MY WORKING HOURS ARE DONE AND DONT CONNECT THE CALLS TO ALL THE LOOSER (coat to coat) HE IS THE SAME BRANCH MANAGER WHO I HAVE COMPLAINED EARLIER IN THE BELOW MAIL ...PLEASE READ HE IS NOT FIT TO BE A MANAGER AND NO ETHICS , MANNERS TO BE A MANGER ..PLEASE CALL AS A CUSTOMER AND CHECK ..YOU WILL FIRE HIM IMMEDIATELY ...ITS MY CHALLENGE (TRY THIS NUMBER AND ASK FOR THE MANAGER PH:[protected] ..

CALL ME BACK IMMEDIATELY TO RESOLVE THE ISSUE.

[protected]
----Original Message-----
From: Chetan Babu ([protected]@ymail.com)
Date: Tuesday, March 17, 2009 02:19 PM
To: Indiacollectionsgrievancehead (Julio.[protected]@citi.com)
Subject: Re: Re: Diappointed and Frustrated withCitiFinancial customer service.



To whom it may concern.


You guys have sent me this mail saying 7working days ..I am still wating for your reply.

NOTE- I have all the mail sent to you guys and documented all which is necessary,if the issue is not resolved at the earliest I will be taking legal actions going forward.This is my 7th request regarding the same,and you guys have already taken money from my account last EMI ,which i need the confirmation stating I have nothing to owe City finance and an apology mail for the kind of service provided from City finance.


Please find below the detailed mail which was sent earlier.

Thanking you in advance.



Chetan Babu

From: chetan babu <chetan.[protected]@gmail.com>
To: [protected]@citi.com; [protected]@citi.com; [protected]@afsindia.com
Cc: Julio.[protected]@citi.com; [protected]@ymail.com
Sent: Tuesday, 3 March, 2009 4:17:44 PM
Subject: Diappointed and Frustrated with CitiFinancial customer service.

TO CitiFinancial or To whom it may concern
I confirm that I have known (CitiFinancial) for (2) years.

I had availed a loan from CitiFinance 20 months back of Rs 65000/- at 15.00% PA Interest for 24 months, as I was in need of money, I just took it at the EMI part Rs 3521/- per month for 24 months (which comes to Rs 84,504/- at the end, apart from Pre EMI paid at the beginning with some service charge was included, which was never told during the process and when asked to clarify they told me that was an error and we will mark that as 1 month EMI ) and I was also charged the 1st 2nd EMI in advance and one of your employee who is in the good position convinced me to take the DD and he will have it rectified and send the confirmation via mail to my address which was never sent and I do Agree I was fooled and I got fooled thinking it’s a good customer service and they will have it rectified at the earliest. Later I did follow-up requesting them to mail the confirmation I called customer support several times and even walked into the branch 3 times and the same lame excuse the person in charge is on vacation and it will be fixed and they even told me that they knew the error was from CitiFinancial and they will rectify. Several attempts I finally gave up thinking it’s fixed. Apparently, I never received it till date.



Initially I was told from the loan officer, I am not to sure on the designation! I was assured from the guy who collected the paperwork during processing, there is no processing charge or any hidden payments and none I have got in written stating this is what was as per discussion. When called multiple times requesting to send confirmation my calls were ignored and when I walked into the main branch in Koramangala (Bangalore) they told me the person resigned the job and there is nothing they can do. Thou I was frustrated I still continued to pay the EMI’s regularly.



I was miss communicated all the time...Initially they told me the first two months EMI’s which was deducted before they could issue the DD the EMI’s will not be taken from my account for the first 2 months ..Actually it was last 2 EMI’s .you guys charged me on cheque-bounced charges for 2 months.



When I called Citi customer care, THEY SIMPLY DON’T LISTEN TO CUSTOMERS and they are so scripted they do not understand …Very bad customer service .2 month’s back, I visited Koramangala branch where they made me wait for 2 hours with no solution and when I finally got to speak to customer care representative, again no solution was given as they did not understand anything and I was asked to come continuously for 3 days. The person incharge was on unplanned vacation I had to simply return and get back for 3 days and when I asked them to give me a print out, I was told there is no paper for print.4th day I got back to collect the personal loan department was closed on the same branch and they asked me to go to Jaynagar branch I went there also you can check the register sheet for two days as usual I was asked to wait for an hr then lunch break I had to leave cause of my commitments .I cameback the next day they told me they are have some internal problems and the manager resigned the job (this was told by the security )I was frustrated and I told them I will not make payment until this is resolved and I blocked my amount.



On the 7th of Jan I started getting calls from your so called uncivilized recovery department using abusive language every day harassing me to pay the monthly EMI I told them very clearly to arrange a callback & sort out or clarify the issue and I will make the payment. They just don’t understand simple requests and they told me there is no manager or TL to take the call. I continued to receive everyday calls .No listening skills at all they will not transfer my call even after multiple request. Maybe you should put in some educated individuals who may understand and talk English rather than local or regional languages to convince & harrass leaving the customers offended and highly irate.



I would surely want to suggest this to you, why dont one of the senior management guys call up your service department and check on the services as a CUSTOMER! You will know the result of what I mention above. THIS WILL BE A LIFE TIME EXPERIMENT, YOU MAY NEVER FORGET LIKE ME!



I finally walked in today near Brigade tower CitiFinancial office to clarify and make the payment I was redirected to a person who called himself as the main branch manager without a visiting card. I am very sure that he is not a manager as I did not see any quality of a manager ...he sounded very annoyed and no patience to listen what was the issue. He straight checked the system details and hell-bent upon what he had to say. And finally concluded stating you have to make the payment else.DONT PAY .Coat to coat.



I hop
Dear Mr. Babu,



This is with reference to your query regarding your e mail dated March 17, 2009 wherein you have raised concerns regarding non assistance from branch end.



In this regard, we would request you to provide us with the loan account number. This would enable us to amicably resolve your complaint.



Mr. Babu, we would like to reiterate that, CitiFinancial is committed to setting service standards which are completely aligned to surpassing our customer’s expectations. It is our endeavor to effectively listen to our customers, provide them exceptional customer experience and to ensure prompt support to address their grievances.



In case you require further clarifications, please contact us through any of the channels mentioned below. Also, kindly quote the aforesaid Loan Account Number in all your future correspondence with us.



Assuring you of our best service always.



Thanking you



Customer Advocacy
CitiFinancial Consumer Finance India Ltd



Is There any human working with this BANK ..City finance had taken loan amount from my account (When my loan amount is cleared ).I am frustrated and I hope any of you managers take this into consideration and call me back right away or else i will take legal actions and SUE for disturbing my peace of mind ..

CALLL ME BACK IMMIDEATELY TO RESOLVE THE ISSUE.
[protected]
www.citifinancial.co.in.
· E-mail us at : [protected]@afsindia.com

· Write to us at: CitiFinancial Customer Care, Post Box No.-3548.

· Call us at:[protected]*. MTNL and BSNL users can reach us at our toll free number[protected].

· Visit us at www.citifinancial.co.in.

· Fax us at :[protected]
----Original Message-----
From: Chetan Babu ([protected]@ymail.com)
Date: Tuesday, March 17, 2009 02:19 PM
To: Indiacollectionsgrievancehead (Julio.[protected]@citi.com)
Subject: Re: Re: Diappointed and Frustrated withCitiFinancial customer service.



To whom it may concern.


You guys have sent me this mail saying 7working days ..I am still wating for your reply.

NOTE- I have all the mail sent to you guys and documented all which is necessary,if the issue is not resolved at the earliest I will be taking legal actions going forward.This is my 7th request regarding the same,and you guys have already taken money from my account last EMI ,which i need the confirmation stating I have nothing to owe City finance and an apology mail for the kind of service provided from City finance.


Please find below the detailed mail which was sent earlier.

Thanking you in advance.



Chetan Babu

From: chetan babu <chetan.[protected]@gmail.com>
To: [protected]@citi.com; [protected]@citi.com; [protected]@afsindia.com
Cc: Julio.[protected]@citi.com; [protected]@ymail.com
Sent: Tuesday, 3 March, 2009 4:17:44 PM
Subject: Diappointed and Frustrated with CitiFinancial customer service.

TO CitiFinancial or To whom it may concern
I confirm that I have known (CitiFinancial) for (2) years.

I had availed a loan from CitiFinance 20 months back of Rs 65000/- at 15.00% PA Interest for 24 months, as I was in need of money, I just took it at the EMI part Rs 3521/- per month for 24 months (which comes to Rs 84,504/- at the end, apart from Pre EMI paid at the beginning with some service charge was included, which was never told during the process and when asked to clarify they told me that was an error and we will mark that as 1 month EMI ) and I was also charged the 1st 2nd EMI in advance and one of your employee who is in the good position convinced me to take the DD and he will have it rectified and send the confirmation via mail to my address which was never sent and I do Agree I was fooled and I got fooled thinking it’s a good customer service and they will have it rectified at the earliest. Later I did follow-up requesting them to mail the confirmation I called customer support several times and even walked into the branch 3 times and the same lame excuse the person in charge is on vacation and it will be fixed and they even told me that they knew the error was from CitiFinancial and they will rectify. Several attempts I finally gave up thinking it’s fixed. Apparently, I never received it till date.



Initially I was told from the loan officer, I am not to sure on the designation! I was assured from the guy who collected the paperwork during processing, there is no processing charge or any hidden payments and none I have got in written stating this is what was as per discussion. When called multiple times requesting to send confirmation my calls were ignored and when I walked into the main branch in Koramangala (Bangalore) they told me the person resigned the job and there is nothing they can do. Thou I was frustrated I still continued to pay the EMI’s regularly.



I was miss communicated all the time...Initially they told me the first two months EMI’s which was deducted before they could issue the DD the EMI’s will not be taken from my account for the first 2 months ..Actually it was last 2 EMI’s .you guys charged me on cheque-bounced charges for 2 months.



When I called Citi customer care, THEY SIMPLY DON’T LISTEN TO CUSTOMERS and they are so scripted they do not understand …Very bad customer service .2 month’s back, I visited Koramangala branch where they made me wait for 2 hours with no solution and when I finally got to speak to customer care representative, again no solution was given as they did not understand anything and I was asked to come continuously for 3 days. The person incharge was on unplanned vacation I had to simply return and get back for 3 days and when I asked them to give me a print out, I was told there is no paper for print.4th day I got back to collect the personal loan department was closed on the same branch and they asked me to go to Jaynagar branch I went there also you can check the register sheet for two days as usual I was asked to wait for an hr then lunch break I had to leave cause of my commitments .I cameback the next day they told me they are have some internal problems and the manager resigned the job (this was told by the security )I was frustrated and I told them I will not make payment until this is resolved and I blocked my amount.



On the 7th of Jan I started getting calls from your so called uncivilized recovery department using abusive language every day harassing me to pay the monthly EMI I told them very clearly to arrange a callback & sort out or clarify the issue and I will make the payment. They just don’t understand simple requests and they told me there is no manager or TL to take the call. I continued to receive everyday calls .No listening skills at all they will not transfer my call even after multiple request. Maybe you should put in some educated individuals who may understand and talk English rather than local or regional languages to convince & harrass leaving the customers offended and highly irate.



I would surely want to suggest this to you, why dont one of the senior management guys call up your service department and check on the services as a CUSTOMER! You will know the result of what I mention above. THIS WILL BE A LIFE TIME EXPERIMENT, YOU MAY NEVER FORGET LIKE ME!



I finally walked in today near Brigade tower CitiFinancial office to clarify and make the payment I was redirected to a person who called himself as the main branch manager without a visiting card. I am very sure that he is not a manager as I did not see any quality of a manager ...he sounded very annoyed and no patience to listen what was the issue. He straight checked the system details and hell-bent upon what he had to say. And finally concluded stating you have to make the payment else.DONT PAY .Coat to coat.



I hope who reads this humanitarianly will understand and help me resolve this issue.



I am very disappointed with the kind of service I have received .I guess CitiFinancial has forgotten simple language which is- “HELP ME TO HELP YOU”. Definitely this will impact your business since it would become a word of mouth. I would definitely not refer your financial company going forward in future.



I would need a resolution, immediately to this so I can clear the balance amount (Rs. 3521/- only), the last EMI. With this, I won’t have anything to do with your company.



Total loan amount – Rs. 65, 000/ - only

Received a DD for an amount – Rs. 54.817/ - only (ON 28th April, 2007)

Amount deducted before depositing in my acct: Rs.10, 183/ - (Advance EMI)



Please call me back or I would have to take legal steps towards this undue treatment.



I would like to you to incoporate to the team or the service department, if the right information was provided from the start or anyone taking responsibility in clarifying, helped me resolve this issue, probably I would not be writing this mail.



Awaiting your response at the earliest.



Chetan Babu

[protected]

[protected]@ymail.com