HDFC Bank — urgent: harassment, threats, and unethical recovery practices immediate action required

Dear Sir/Madam,

I am writing this email with deep concern and distress regarding the ongoing harassment and unethical recovery practices being carried out in connection with my HDFC credit card. I request your immediate attention and intervention in this matter.

In 2024, I started receiving multiple calls from unknown personal mobile numbers claiming to be from HDFC’s recovery team in Kolkata Candor office. As per previous communication from HDFC, I was informed that all official calls are made from verified and recorded landline numbers, which made me suspect these mobile calls to be fraudulent. Hence, I did not respond.

However, shortly after, two women and three men visited my Aadhaar-registered address (where I no longer reside) without any prior intimation. They trespassed into the premises and harassed my neighbors by threatening to enter their homes unless they called me. My neighbor contacted me, and I spoke to the individuals who then proceeded to threaten me with death and rape, and publicly labeled me a "chor" and "fraud" in front of the entire residential complex. They also refused to identify themselves or show any ID cards or official documents.

I was deeply shaken and immediately raised a consumer complaint and sent emails to HDFC. Following that, I was promised in writing that such incidents would not occur again, and that all collection activity would cease. I was also assured that only a branch manager would connect with me if required, and I was asked to withdraw the complaint and refrain from filing a police report.

However, to my shock, the harassment has resumed again starting this morning (June 18, 2025). I have once again started receiving calls from personal and unknown numbers. When I picked up one such call, a woman claiming to be from HDFC’s recovery team (again from Kolkata Candor) verbally abused me and threatened to harm me and my family, saying:

“Tu rukh, tere address pe aake tujhe batate hain. Tujhe, tere maa baap ko sabko aaj mar denge.”

I tried to explain the previous incident and asked if she was aware of the manager named Ashish who had earlier handled my case. She denied knowing him and mentioned a manager named Saurabh. When I asked to speak to him, she said she’d call me back from another number. She never did.

Shortly after, I received a call from a recorded landline number, and it was the same woman — this time speaking politely. I recognized her voice and confronted her. She denied calling from her personal number earlier. However, she said she would check with her manager and call me back, which clearly indicated that she was the same person I had just spoken with earlier on the personal number.

This entire pattern of behavior is unethical, illegal, and mentally traumatic. I am currently unemployed and had even tried to reach out to settle the dues during November–December 2024, but despite multiple attempts, no support or callback was received from HDFC. I never refused to pay — I simply asked for a chance to resolve this once I get a job.

Violations of RBI Guidelines:

As per the RBI circular “Guidelines on Fair Practices Code for Lenders” (DBOD.Leg.No.BC.104/09.07.007/2002-03), and the updated Master Circular on Credit Card Operations (DBR.No.FSD.BC.18/24.01.009/2015-16), banks must:

1. Not resort to intimidation or harassment, including verbal or physical threats to the borrower or their family.

2. Ensure identity and authority of agents is disclosed at the time of visit.

3. Contact customers only at appropriate hours and only through designated official channels.

4. Respect the privacy and dignity of customers, and not engage in public humiliation or defamation.

All the above guidelines have been blatantly violated by your representatives.

I now request the following from your end:

1. Immediate investigation into the conduct of your recovery agents, especially from the Kolkata Candor office.

2. Strict disciplinary action against the individuals involved in threatening, harassing, and defaming me.

3. A written assurance that no further calls will be made from personal numbers and no field visits or harassment will take place.

Please consider this as a final attempt to resolve the matter peacefully and professionally. If I do not receive a satisfactory response within 7 days, I will be compelled to escalate the issue to the RBI Ombudsman, file an official police FIR, and reach out to media and legal channels to ensure my safety and dignity are protected.

Awaiting your urgent response.

Sincerely,
Simran Jaiswal
Credit card - 8607