[Resolved]  PNB Housing Finance Ltd — Harassment in disbursement

Address:

Haryana

Dear Sir

I produce below the mail trail representing harassment caused to me by non-disbursement and frequent delay in disbursement leading to late payment charges .
The organisation is insisting on payment via cheque despite clear instructions by RBI to the contrary.(advise sent by Sh. Vijay Chugh,CGM in April 2012)

Nobody is replying to the complaint( first complaint was on November 11,2012).No number for complaint resolution is given on the website which is mandatory as per Fair Practice code.
Pl use your good offices to enable me to get justice.

Regards

Ravinder Singh
[protected]








The Chairman & Managing Director
PNBHFL

Reg:Harassment by Gurgaon PNBHFL

Dear Sir

I produce below the Fair practices code of your organisation.Your Gurgaon branch have been violating this with impunity by never intimating me regarding change in interest rate etc.You are also acting arbitrarily by changing the requirement at your will(asking for PDCs, ,delaying disbursement leading to late payment, writing mail without identifying the sender, allowing employees to talk rudely with customers,harassment of customeretc)

The sender in mail from your organisation never identifies himself/herself.
Yesterday Mr. Subodh from your organisation called me on my cell phone and told me that where from PDCs that I have got came from. He told me that since these cheques are not to be used after April,they are Kachra to him.Is it the wording of a Service sector professional.
I asked him to return him the PDCS than.But he said that he will keep one cheque for overdue amount. I asked him what is the amount & he replied it is Rs.17046/-.

I told him to write this in mail as I have a different amount sent day before (pl see the mail sent below by someone in the organisation).He told me that who has sent the mail?I told him that since no one has identified in mail sent by organisation,so I won't know about that.

I asked him again to send the mail so that I can authenticate the right amount.Then to my horror Mr. Subodh told me"Appne Bank se loan le kar koi aaishan kia hai kya".

As a customer, I can't take such behavior and I intend to know if it is management sanctioned.

This has been happening frequently. In my wife's account also,the organisation did not make any payment saying that PDCs need to be given. How can you tell one day that we will not pay. This has been happening at the time of most of disbursement.Then Ms. Rekha told that she won't pay till PDCs are given. The Branch Manager was told of the same but he was a silent spectator.

After we arranged the PDCS,then Ms. Rekha told that you pay your part and we will pay our part only for stamp duty,We arranged funds but then came another surprise .Ms. Rekha told that they will pay the dues by draft and we should pay remaining amount.Being in this industry,the branch manager & Ms. Rekha knew fully well that government does not accept multiple draft for a single payment.
Then we requested that either you take a cheque/neft from us and make consolidated payment or give us cheque and we will make payment.

After harassment for more than 10 days, nothing was done. we were in touch with Branch manager regularly and he was so indifferent.So we hold Ms. Rekha and branch manager liable for late payment charge paid in the account of my wife.

Ultimately we were very late in payment and we were forced to pay from our own sources.
For us ,every disbursement is like a sanction of new loan and new tool for harassment by officials of the branch.The branch Manager has failed to provide any leadership and it seems that either he is not interested in retail loan holders like us or he has no control over employees.Either way it does not behoove a good organisation like yours to have such customer facing employees.

In view of Fair Practices code,please provide the following:
1. Disbursement schedule
2. When you have changed interest rates in my account,if any.Why was I not informed of the same? Why you are not sending monthly account statement of my account?
3.Payments are always delayed based on reply that we have send it to head office.Is the head office incompetent so that it does not process everything or are the employees just making it an excuse..
4.Please arrange me a complaint number of my complaint for my complaint against Ms.Rekha,Ms. Bubodh and Mr. Umesh Bhatia.
5. Please arrange to provide me the landline and mobile number of EVP incharge of grievance settlement.
6. Also arrange provide me with name of person who will be handling my complaint.
7.My last complaint has also not been acted upon.Who is sitting on that complaint?


I expect reply as per statutory provision of fair Practice code immediately.Also intimate if you have made disbursement as per DRF.

Please advise your employees to write the name of mail sender.
Regards

Ravinder Singh
[protected]
Provision of fair Practice Code of your organisation.

· As far as possible Company will provide disbursement schedule to the borrower and make disbursements in accordance with the disbursement schedule given in the Loan Agreement/ Sanction Letter.
· The Company will give notice of any change in the terms and conditions including disbursement schedule, interest rates, service charges, prepayment charges, other applicable fee/ charges etc. to the borrower. The changes in interest rates and charges will be from a prospective date. This will be incorporated in the loan agreement.
· If the change in the interest rates and charges are not acceptable to the customer, he/she may within 60 days and without notice close his / her account or switch it without having to pay any extra charges or interest..
· All complaints of the customer shall be acknowledged and entered in a register. The acknowledgement should contain the name & designation of the official who will deal with the grievance..
· Efforts shall be made to resolve all the complaints in courteous manner and within seven days.
· The Complaint redressal mechanism shall be displayed on Company’s website and on the Notice Boards of every branch.
· An officer not less than EVP shall be in charge of the Complaint redressal at HO. The officer’s name, landline and mobile number shall be displayed on Company’s website and on the Notice Board of each branch.
· The website and the information on the Notice Board at branches should indicate,
If the customer wants to make a complaint
o How to do this
o Where a complaint can be made
o How a complaint should be made
o When to expect a reply
o Whom to approach for redressal
o What to do if the customer is not happy about the outcome.
o Any other help, a customer wants.



he Chairman & Managing Director
PNBHFL

Dear Sir

Re:Accepting payment via NEFT

Dear Sir

Some illinformed employee(who has not even written name in the mail ,may be Ms.Rekha or Mr. Umesh Bhatia) has advised that they will accept payment only via PDCs/ECs.

As per RBI guidelines,I wish to make payment in NEFT. please confirm that I will face no problem on that count.

Regards


Ravinder Singh

[protected]