I am raising this complaint to express my deepest disappointment and frustration regarding the sheer and deliberate unprofessionalism of a few HDFC bank employees that I dealt with for a personal loan, multiple times, each time facing similar issues. I will try to summarize everything in as few words as possible. This involves the employees named Janvi (janvi.[protected]@hdfcbank.com) and Arun (arun.[protected]@hdfcbank.com).
The timeline starts from April last year when I had applied for my first personal loan. The lead was suggested by Paisabazaar and I was informed of the terms regarding the rate of interest, foreclosure and prepayment terms. I got my documents verified and I understand that the loan offer remains good for 7 days, however, I used to get spammed daily by Janvi pressuring into taking disbursement ASAP, which is fine, I understand that. I took the disbursement, and the e-sign involved me signing for a completely new set of terms and conditions which was discussed initially! I expressed my concern and they assured me that they will verify the discussed terms and conditions over email after taking disbursement, to which I had to agree. I took the disbursement, and then the behaviour of Janvi (your bank employees) took a U turn. Delayed/No response to any of my calls/messages/emails where I am constantly asking for that email approval. After much fight, I got a poorly drafted email which stated the discussed terms and conditions, but nowhere it was stated that it applied to my loan account number (number at that time). So I had to start begging again for clarification as if I was a customer. Finally, on 7th day after disbursement, I got the email, and the terms that were discussed, was slightly different. I felt cheated, but there was nothing I could do anymore as the 7 day window was passed.
Coming to Aug, 22, I had to go for another personal loan - paisabazaar again suggested HDFC and sure I wanted the same deal as it suited me, however I was a bit hesitant considering my past experience. Eventually, with mixed feelings I went for it again and similar things happened (though not much complaints this time, also I dealt with a different employee - Kalyani).
Present day - I was in the need of a top of in my existing loan so I spoke to paisabazaar, again they suggested HDFC, same branch, similar people. I thought I have some experience with them so they'll know my needs and concerns and deal with it accordingly. I proven wrong. I applied for the top of in the last week of April'23. It got approved and then started the pressure from Janvi to take the disbursement ASAP. I wanted to wait a few days because of my personal reasons (I knew that the loan offer holds till atleast 7 days), but she then started to misinform me stating that the repo rate is increasing starting 1st may, and that I have to take the disbursement right away (I understand that repo rate may be anything, but the loan offer stays valid for 7 days). I understood that was nonsense, but I was pressured regardless by Janvi and her Paisabazaar counterpart. Under this undue pressure and confusion, I agreed to take the disbursement on 29th April, 3 days earlier than my planned date, i.e; 2nd May
I was assured that I would get disbursement of that date, 29th April. But I did not receive anything for about an hour, then two hours after which I started calling Janvi and Paisabazaar agent, and then began the same behaviour of HDFC bank employees right after disbursement - delayed/no response. After trying to call for about an hour, Janvi picked up and said she will talk to her her manager and give and update right away. But of course, i got no response and I kept calling. This was my fear that taking a disbursement on a Saturday, my payment may be delayed and I had discussed the same concerns with them prior to agreeing on a Saturday, but they instantly said "yes, there will be no issues" without any consideration. Anyways, I kept trying to reach out, have a long list of call records of my calls and messages answered, but they did not respond. On Monday, there was a holiday, ofc they did not respond and only dropped a small message - "amount will be credited on tuesday" without any explanation.
Now, I received my disbursement next week. I couldn't do anything and now simply just asked for that email confirming the terms and conditions as discussed, and as opposed to what is being e-signed. And there begins another ordeal of me trying to reach out all the time, barely getting a small useless reply with no resolution and only excuses. After another week of struggles, they finally shared a email which was again simply unclear. No name, no loan account number, and unclear terms. I responded on email to please rectify the email and mention my name and loan account number. No response, and since then I've been constantly sending gentle reminders but no response. I have stopped sending reminders last week and now sharing my bitter experience/feedback so far this week.
I expect to please take this feedback sincerely and please help me get below two things done:
1. I refuse to pay extra interest on the 2-3 days when my disbursement was delayed for no fault of my own after being pressured to take it early. Please get that refund going as per my loan account number[protected]
2. Please Please get bare minimum work done in terms of sharing a written confirmation on email on the loan account terms discussed clearly.
HDFC Bank customer support has been notified about the posted complaint.
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-Anay, Service Manager
HDFC Bank Customer Assistance