Name - sumeet maru
Loan code - 7471
Details -
I have an ongoing loan with dhfl since april 2016. I applied to change the bank account from where the ecs is processed in february 2020. I also enquired at the branch about when will the ecs be activated, they said it will be activated by next month, if not then the month after that for sure. I asked how will i know if the ecs has been activated, i was told there is no such declaration, the emi will simply be deducted if the ecs is active and not if it isn't activated. I contacted the support center in march as my emi wasn't deducted automatically on the regular date (10th of every month) and the used one of my cheques to clear the payment.in the last week of march, lockdown was announced and i had hoped that my ecs must have been activated by now. I was told by their support that if you have an ecs active, you won't have to do anything to opt out of the moratorium, your emi will be paid as usual as i did not want to opt-in to the moratorium. So i assumed i won't have to do anything, as apart from assuming, i did not have any choice because their support wasn't working either due to the lockdown. I tried emailing them that i want to pay, i do not want the moratorium, but their support kept me moving in circles as they responded after 4-5 days and the answers were always generic. Finally i got a hold on someone over the phone and they sent a paynimo link to pay the emi, it was already the first week of may till then. I paid the emi for april and may then. Similarly, for june, i have been trying their support 2-3 times daily, it only completed their default corona message and hangs up. Today i finally got a hold of someone over the phone and i was told they received the emi for april and may, but i was in the moratorium so i will also be charged interest for april and may. Why are you people forcing the moratorium to take out extra interest from people. I knew the extra interest would be too much and that's the same reason i did not want the moratorium, but you forced it on me.
Desired resolution -
I request you to see to it that i am not charged the interest for the moratorium period as the issue was caused because there was a lack of communication from your end without which, the issue would have been resolved then and there. Please continue the emi as usual, do not charge interest for the forced moratorium.
Dewan Housing Finance Corporation [DHFL] customer support has been notified about the posted complaint.
Jun 19, 2020
Updated by Sumeetgm89 Please see email from DHFL where the sentence highlighted states,
"moratorium will be applied for all non-opted cases except in those cases where the borrower has provided NACH, Standing Instructions, ECS, Post Dated Cheques, Direct debit or any other form of auto debit instructions."
If ECS was not activated, you also had post dated cheques! That is how the EMI for March was paid! It is not my fault you guys did not use it, the banks were operational even during the lockdown. The question about the ECS still remains though, it is not my fault that the request to activate ECS submitted back in February has still not been completed.
Jun 22, 2020
Updated by Sumeetgm89 Just to add a bit more, when I submitted this complaint here, I had called DHFL support that morning to pay the EMI and they said I will receive a link to pay it on my phone within 24 hours. It has been 4 days, still no link. I tried calling a number their support executive gave me last month, I do receive a message that says you will receive link in 24 hours, but I never receive the link. So, in short, I need to keep trying until the EMI is paid or else it is my fault and I need to pay the extra charges for not paying the EMI on time. Very bad customer service from DHFL even after charging such a high rate of interest. 10.92% interest rate is pretty high and a customer would expect at least good customer service in return!
Aug 17, 2020
Updated by Sumeetgm89 No change in status?
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