[Resolved]  Standard Chartered Credit Card — Mental pressure, Peace of mind, Waste of time and my money by Standard Chartered Bank.

Below is the whole story which sent to Bank - They are non reliable, highly unethical....

I am still in your throttlehold Trap. You made your customer not only frustrated but forced to made him with Low self-esteem, Low moral value, very nervous, very scared by the kind of Threatening calls, abusive language and unrelevant communication by your collection department and recovery department. I am again reiterating the whole story which I have communicated to customer care, Collection Department(I can also name these person – Chanchal, Ajay, Sonal, Subhash, Minakshi, Dipika and many more) around 20-30 times to resolve the issue. I have also sent mails regarding the problem. But Bank never indented to resolve this issue honestly rather than they always tries to linger it by putting customer always in dark.
I have made some transaction on 28-29 march 2008 for around Rs. 21,971.35 against my Credit Card and then I left India for USA on 29th March, the Credit card was still with me there in USA. During the Period of April month SCB executive came to my Home and informed my wife that some suspicious Transaction around Rs. 54,000 happened against my account after 29th march. They asked for confirmation from my wife, she denied for that and requested to block the card immediately. When I came to know about same, I followed up lot up times from USA, but in vain, anyhow I managed to speak to Customer Care executive once and she asked me for dispute declaration form. As I was in US first time and it happens within 15-20 days being there so you can imagine the kind of pressure I was having over there when I came to know that Rs. 54,000 transaction happens against my account and I have to follow up these things from US. I also told her that as the statement contains the disputed transaction (Rs 54,000) along with my genuine transaction(Rs. 21,971.35), I will pay the genuine amount once my statement gets undisputed. I filled up the Dispute declaration with limited information, as that time I don't have the Card Statement, so they asked me to fill the form again.
Conclusion - The above whole things happens due to Banks failure, I tried to manage to the maximum. I (in US) with wife with 3 month baby (in India) suffered a lot due to this. Request you to please let me know where I am wrong.
Once I returned back to India, I Faxed the Dispute Declaration form with all the details, and also called the Customer Care. They accepted that 54,000 was wrong transaction and I only need to pay the genuine 21,971.35. I agreed and asked them to please collect the payment.
During this Period again around Rs.5,000 transaction happened and I got to know about the same from SCB bank. I was very surprised to know that wrong transaction is happening against blocked card in such a prestigious bank and unfortunately this is happening against me. I called them again and after repeated call they accepted that it was wrong transaction and I got relived. Then someone (Sunil Kumar as I can remember) from Collection dept came to me to collect the payment. I narrated the mental distress I gone through during my stay in US. He told me that instead of Rs. 21,971.35, I have to pay with Rs. 20,000 and came to me collected the Rs. 1,100 in Cash and 6 PDC of Rs. 2967(Cheque Detail as follows -


Cheque no. Date Amount
218728 25/09/2008 2967
936756 25/10/2008 2967
936757 25/11/2008 2967
936758 25/12/2008 2967
936759 25/01/2009 2967
218736 25/02/2009 2967

He had also given me letter with Letter# NDL24177 dated 09/09/2008.
Bank stopped sending me the statement after that. I thought that it may be due to everything closed and final so there is no need of Bank statement. Thinking of that the ugly chapter has been closed so got relived.
Conclusion- I thought that dispute is over and also vow that I will never use any credit card in future. But...
After sometime I applied for Home Loan from one of the Private Bank, and they intimated me that CBILL(I came to know about Cibill first time) is reflecting the 1,878 against my SCB card, and they will not approve my Loan, and builder started asking me that if Loan will get approved with in Time they will start charging me 18% interest. Now once again I started calling SCB for clarification and they told me that around Rs. 24,000 amount is still pending against me. When I inquired about my PDC Cheques, they informed me that my account statement is not reflecting those payments. I called many times and requested them to please check once again, because I had made the payment. Finally after more than 25 call to Customer Care, Ms. Chanchal from Collection Dept in Delhi Contacted me and she told me that this Rs. 1878 amount is settlement amount and I only need to pay around 1,600 as per her database which is due towards me. She assured me that she will send me NOC within 2 working days. I made a payment of Rs. 1878 as per CBILL instead of Rs. 1600.

I waited for 2-3 day to get the Currier delivered at my office address as promised by Ms Chanchal but in vain. I called Ms. Chanchal many a times after that, but she stopped replying the phone, and even if she is picking the phone, she is putting down without answering anything.
This whole horrible episode was happening when my 1 year old daughter was in Hospital and getting treated for severe chest infection and I was forced to call them and receive their call even during Doctors visiting to my daughter in Hospitals. At that time I was literally mentally tried as I was replying Builders call, SCB pressure call, Bank from which I applied Loan, Doctors treating my daughter and taking care of Family at the same time.

I request you to please see the Customer Call history for how many times I called your bank and also to know when I raised the request and when it get resolved. Worst part is that again I started getting the Statement that - 'Thanks for the payment of 1878 and now you have to pay around Rs. 23000' is due.
When I checked my bank statement I found that out of six cheques only first 4 cheques gets debited from my account. I again started following up with Bank about my payment. Someone named Ajay from SCB ITO office called for Payment of around Rs. 25,000(as I can remember, may be more or less). I narrated the whole story again to him also informed him that about my cheque details. He promised me get the detail of last 2 cheques. And then he told me that the last 2 cheques have been missed somehow during office shifting and I have to pay the amount in cash equivalent to those 2 cheques. He suggested me to pay Rs. 1150 to avoid any burden. He also promised to find out those cheques and will return to me and after that I have to pay the equivalent cheque amount in cash minus Rs 1150. I called him many times; I managed to talk to him once after repeated calling on office number. He informed me that case has been transferred to Gurgaon office and someone from Gurgaon SCB office will call me for the same.
After few days I got call from Sonal from Gurgaon office regarding my Cheque payments. She informed me that they are not able to get the details of last 2 cheques and suggested me to pay the equivalent cheque amount and that was around Rs. 2940. She also promised me send me the No Dues certificate after 4-5 days of my cash payment. I show some suspicion to Sonal as in past they promised the same but never done accordingly. She made me convinced that and also given her personal mobile number if she will not pick her office phone for speedy follow up this issue. But unfortunately this was again the breech of commitment. Every time I called her she pass up by saying that she is looking into that and within few days I will get the No dues Certificate. But nothing happens.
In between I talked to so many people from Standard Chartered Bank, they all listen the whole story and never called again. The Irony is that till now I talked with so many people but only once, as no one followed up the case to next level, every time case transferred to new person.
This time I got the call from Dipika – I narrated the whole story again as usual and also requested her follow up this case and close it asap. She was the first one during whole episode of around 2 years who called me second time. She informed me that I have to pay the Rs. 32,000 and agreed to get the approval of Rs. 13,000. I requested her to look into it in detail, but she refused and threatened me to transfer the case to Recovery agency and recovery agent will collect the whole amount from me. She talked very indecently and started putting immense pressure on me. After 15 min I got the call from Gaurav claiming from Recovery dept. He was initially talking in well mannered ways later on he started talking with very filthy language and threatening me like anything. When I stopped picking his repeated call on my mobile he started calling on my office reception and talked very indecently with the lady at reception. They continuously were calling on my mobile till the 6:30 PM. I left the office to make the Police Complaint. Finally I made the complaint on Friday to my nearest Police Station. They accepted my complain and assured me for safety.
On Saturday I again got the call from Gaurav and he started threatening me and using very abusive language. He threatened me that by any means he will collect the whole amount. I also told him that I had made police complaint against the threatening calls, he replied back that ‘You can go any Policy Station.’ I terrified a lot and left the home with my wife and 2 year old daughter as thinking anytime recovery agent would come to my home. This continues till Monday.
Conclusion –
1. The issue begins with suspicious transaction by bank. I tried to close it ASAP which lead lot of mental pressure, Peace of mind, Waste of time and my money.
2. The information about last 2 cheques provided by me is still unknown to me, also not intimated to me about why these 2 cheques have not been produced.
3. This whole episode leads to malign my credit history via CBILL which caused me a lot of problem to while getting the approval for home loan.
4. The latest episode(calls from recovery agency – Gunda type of person) caused me lot pressure , nervousness, depression, low self esteem.
Expectation –
1. Please point out where I am wrong.
2. When I would expect that the case will be closed with No Dues Certificate.
3. Removal of red flag from CIBILL.
4. The information about my last 2 cheques.
5. I have made all my due payment and should not be asked for any further payment, as I have already wasted lot of things for which I am not faulty.
6. Stop of threatening Call from Recovery agent.
Very Important - If there is any harm to me and my family, the whole responsibility will goes to Standard Chartered Bank.
I request you to please take immediate investigation of this case. Hoping you to close you ASAP.
CC : -
Banking Ombudsman
Reserve Bank of India Building
2nd Floor, 6, Sansad marg
New Delhi - 110001
Regards,