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.
At HDFC Bank, it's our endeavour to understand your needs and provide you with the highest level of service. Please click on ​hdfcbk.io/k/DUvfZvrLAj0 and share the complete concern. Please mention reference number TT[protected] along with the requested details for us to help you with the solution.
-Anay, Service Manager
HDFC Bank Customer Assistance