IDBI Bank — hl property inspection charge

Loan A/c. No. 0123675100007832 - Branch Ghantali

I have been following with IDBI Grievances offices for explaining what they are doing under property inspection.

Below is the email trail of my follows up with IDBI Bank. I would request you all to write emails to the below email ids & not stopping following up until we get details of what exactly IDBI Bank under the name of property inspection.

[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
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Babita P <[email protected]>
To: [email protected], Vijay Gokhale, [email protected]
Cc: 'Biju Ninan Varghese', 'Kshama', [email protected], 'Thn customerservice', [email protected],
Apr 17 at 10:41 AM

Dear Vijay

Based on your reply I feel IDBI bank is doing an ethical transaction and cheating their customers in the name of property inspection.

I definitely need more details from IDBI Bank to know what exactly was done under the your bank's new policy of property inspection.
I want to know if your bank really did a property inspection and incurred some costs for the same which then your bank debited from the customer's account.

I need answers to these questions.

1. Did your bank conduct any siteproperty visits to assess various property risks?
2. Did you get any signature from the customer on the property inspection assessment report when your bank officials visited their property?
3. Did you visit my apartment building and go inside my apartment to inspect any risks to the property?
4. On what date and time did IDBI Bank complete my property inspection?
5. Is the customer responsible to pay for a bank induced transaction which they never asked for?
6. Did you notify your customers well in advance, that you will be taking their money and not provide them any proof of statements or receipts for the money you take in name of property inspection charges?

I expect a large bank like yours to be more transparent with their customers and should be ready provide as much details needed to rule out any impressions of any wrong doings.

Thanks
Babita Sasidharan
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On Tuesday, April 17, 2018, 3:32:27 AM PDT, Vijay Gokhale <[email protected]> wrote:

Dear Babita Madam,

Good Afternoon !!!

Wrt trailing mail, we give here below the Gist of reply received from our higher authorities .

They are general in nature & not specific to the issues raised by you .

Ø The property inspection charges are introduced by the bank recently as a part of Banks internal policy. As per the policy, the property inspection to be done once in every 3 years and the inspection charges to be recovered from the customer. The information regarding the property inspection charges are well informed in advance to customers by way of email and SMS, before debiting the inspection charges in their respective accounts.

Ø As a part of policy, the initial inspection charges are debited centrally by CPU for all the existing loan accounts. The subsequent charges will be levied by the respective RACs every 3 years, once the inspection is completed.

Ø The officer / Valuer will be visiting the property once in every 3 years and submitting a report. Subsequently the charges will be debited to customers once in every 3 years

Ø As per the recent policy, subsequent to loan disbursement the property inspection to be done by the RAC once in 3 years and a property visit report to be updated in records/file. If there are any deviations observed in the mortgaged property the same to be taken up for necessary explanation / action.

Ø It is a policy of the bank to inspect the mortgaged property in order to cover various risks.

Ø Since it is a bank induced transaction, Bank is not providing any receipts for the same.


Sincerely Yours,
Vijay P Gokhale,
Operations Manager - RAC Thane,
Sol ID: 821,
M- 97730 56800
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From: Babita P [mailto:[email protected]]
Sent: Thursday, March 22, 2018 1:22 PM
To: [email protected]
Cc: 'Biju Ninan Varghese'; 'Kshama'; [email protected]; 'Thn customerservice'; [email protected]; [email protected]; [email protected]; Vijay Gokhale
Subject: Re: Home Loan account 1176750011477- Property Inspection process details required


Hello Mr. N. Krishnan

My name is Babita Sasidharan and I'm a home loan customer with IDBI Bank Thane RAC.
My Home Loan account 1176750011477.

On 01-Jan-2018 an amount of Rs.708.00 was deducted from my account by IDBI Bank. On calling IDBI customer care I was told this amount was property inspection charges against the home loan I have.

I had few questions about this new property inspection process and I have been following with IDBI Bank customer care and Thane RAC via phone calls, emails and online complaint forms for the last 3 months. Till date I have not got any satisfactory replies from any of your banking officials.

Below are the 4 questions about the property inspection process I need answers from IDBI Bank.

1. How does IDBI Bank do property inspection? Do you visit the homebuilding to inspect?
2. Do you prepare any report of property inspection and share with your customer?
3. On what date did IDBI Bank conduct the property inspection of my homebuilding?
4. Does IDBI Bank provide any receipt or statement for the property inspection charges to their customers?

I hope you would be able to get me details asked here in timely manner.

Regards
Babita Sasidharan
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On Thursday, March 15, 2018, 7:01:01 PM PDT, Babita P <[email protected]> wrote:

Hi Vijay & team

Its been one month since the last email you sent on 14/02/2018.
Do you have any update about the IDBI Bank property inspection process from your Product team and corporate office?
Its been 3 months now that I'm following with IDBI Bank to provide details on property inspection process.

--Babita Sasidharan
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On Wednesday, February 14, 2018, 4:50:39 AM PST, Babita P <[email protected]> wrote:

Hi Vijay

I clearly understand how the inspection charges have been debited from customer's account and what are the ways or forms of communications IDBI Bank used to inform their customers about introducing the inspection charge. I do not have any questions about what are the inspection charges or how you take it.

After your email reply it appears the IDBI Bank RAC Thane branch is as ignorant about the property inspection process as their customers.

I had sent the first email to your customer care and Thane branch on January 02, 2018 asking for more details and today after more than one and half months of follow up IDBI Bank do not have any answers.

You have not answered if Thane RAC does property inspection or the corporate office. This raises question - was there ever any property inspection done before charging the customers for the same?

This leaves me to think if IDBI Bank is after making fool of their customers and collecting money in name of property inspection charges without having any proper process defined.

Do you know by when your corporate office will reply back to customer queries?

-Babita Sasidharan
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From: Vijay Gokhale <[email protected]>
To: 'Babita P' <[email protected]>; [email protected]; [email protected]
Cc: 'Biju Ninan Varghese' <[email protected]>; 'Kshama' <[email protected]>; [email protected]; 'Thn customerservice' <[email protected]>; [email protected]
Sent: Tuesday, February 13, 2018 10:37 PM
Subject: RE: 'IDBIBank=008-270-552' Re: Home Loan account 1176750011477



Dear Babita Madam,

Good Morning !!!
Wrt trailing mail we submit as under ;

As rightly pointed out by you,

Ø our corporate office has issued circular on 15.11.2017, wherein property inspection charges are introduced .
Ø The charges are debited automatically by the centralised system .
Ø The communications to the customer is also made by Centralised system .

Hence RAC / branches have no role to play in this entire process .

We have sum up the queries raised by various clients & sent the same to our Product team & corporate office for their redressal .

We once again reiterate that We at RAC/Branch level are able, only to provide / reproduce the answers, as per the information/ instruction, we get from our higher offices.

Sincerely Yours,
Vijay P Gokhale,
Operations Manager - RAC Thane,
Sol ID: 821,
M- 97730 56800
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From: Babita P [mailto:[email protected]]
Sent: Wednesday, February 14, 2018 11:43 AM
To: Vijay Gokhale; [email protected]; [email protected]
Cc: 'Biju Ninan Varghese'; 'Kshama'; [email protected]; 'Thn customerservice'; [email protected]
Subject: Re: 'IDBIBank=008-270-552' Re: Home Loan account 1176750011477


Hi Vijay

From your email reply it looks like only the IDBI Bank corporate office knows what is being done under the name of "property inspection" and IDBI Bank Corporate Office is the only place to get customer questions answered.

Does this mean the IDBI Bank Thane branch that processed the loan application and disbursed the loan does not know anything about the property inspection process.

Do you know who is conducting the property inspection - IDBI Bank Thane branch or the IDBI Corprate office?

- Babita Sasidharan
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From: Vijay Gokhale <[email protected]>
To: 'Babita P' <[email protected]>
Cc: 'Biju Ninan Varghese' <[email protected]>; 'Kshama' <[email protected]>; [email protected]; 'Thn customerservice' <[email protected]>; [email protected]
Sent: Tuesday, February 13, 2018 9:35 PM
Subject: RE: 'IDBIBank=008-270-552' Re: Home Loan account 1176750011477

Dear Babita Madam,

Good Morning !!!

Wrt trailing mail we submit as under ;
We have raised the queries on similar lines to our corporate office .
We will be able to answer your queries, upon getting the response from them .
We at RAC/Branch level are able, only to provide / reproduce the answers, as per the information/ instruction, we get from our higher offices.

We request you to bear with us in the interim .

Sincerely Yours,
Vijay P Gokhale,
Operations Manager - RAC Thane,
Sol ID: 821,
M- 97730 56800
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From: Babita P [mailto:[email protected]]
Sent: Tuesday, February 13, 2018 8:46 AM
To: Kshama; [email protected]; VIJAY P GOKHALE; Thn customerservice; [email protected]
Cc: 'Biju Ninan Varghese'
Subject: Re: 'IDBIBank=008-270-552' Re: Home Loan account 1176750011477


Ms. Gadkari & team

This is my 2nd reminder email since 01/02/2018.
I'm still waiting to know answers to my question about the property inspection charges.

-Babita Sasidharan
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From: Babita P <[email protected]>
To: Kshama <[email protected]>; "[email protected]" <[email protected]>; VIJAY P GOKHALE <[email protected]>; Thn customerservice <[email protected]>
Cc: 'Biju Ninan Varghese' <[email protected]>
Sent: Wednesday, February 7, 2018 7:28 PM
Subject: Re: 'IDBIBank=008-270-552' Re: Home Loan account 1176750011477

Hello Ms. Gadkari & team

Could you let me know by when I can expect reply from IDBI Bank to the questions I have posted.

Rgds
Babita Sasidharan
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From: Kshama <[email protected]>
To: [email protected]; VIJAY P GOKHALE <[email protected]>; Thn customerservice <[email protected]>
Cc: 'Biju Ninan Varghese' <[email protected]>; [email protected]
Sent: Thursday, February 1, 2018 9:30 PM
Subject: FW: 'IDBIBank=008-270-552' Re: Home Loan account 1176750011477

Dear RAC TEAM,

Please advise customer suitably regarding the following queries raised by customer as per trail mail.

1. How does IDBI Bank do property inspection? Do you visit the homebuilding to inspect?
2. Do you prepare any report of property inspection and share with your customer?
3. On what date did IDBI Bank conduct the property inspection of my homebuilding?
4. Does IDBI Bank provide any receipt or statement for the property inspection charges to their customers?


सादर धन्यवाद | Thanks & Regards,
क्षमा गडकरी | Kshama Gadkari,
सहाय्यक महाप्रबंधक – शाखाधिकारी | AGM – BH,
आईडीबीआई बैंक | IDBI Bank Ltd.,
घंटाली शाखा | Thane Ghantali Branch
मोबाइल | Mobile No.: 9819138870
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From: Babita P [mailto:[email protected]]
Sent: Friday, February 02, 2018 10:27 AM
To: [email protected]; Thn_customerservice
Subject: Fw: 'IDBIBank=008-270-552' Re: Home Loan account 1176750011477

Dear Ms. Gadkari
Ghantali Br. Manager

For the past 1 month I have been trying to get more details about the property inspection charges that IDBI Bank is charging to their home loan customers.

I have tried calling your branch to get answers to get, details about property inspection and whoever picked up the call said I should contact customer care. I have been following with your customer care and tried submitting an online complaint but that has also not helped. Your customer care has come back with this below reply

Can you give me some clarifications on these questions about the property inspection.

1. How does IDBI Bank do property inspection? Do you visit the homebuilding to inspect?
2. Do you prepare any report of property inspection and share with your customer?
3. On what date did IDBI Bank conduct the property inspection of my homebuilding?
4. Does IDBI Bank provide any receipt or statement for the property inspection charges to their customers?

Below is the response I have got from your customer care.

--Babita Sasidharan
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From: Babita P <[email protected]>
To: thn_customerservice <[email protected]>
Cc: "[email protected]" <[email protected]>
Sent: Tuesday, January 16, 2018 11:58 AM
Subject: Re: 'IDBIBank=008-270-552' Re: Home Loan account 1176750011477

Dear IDBI Bank Customer Care

Its been 6 days now and I have not got any response on the questions I have about the property inspection done by IDBI Bank.

I'm sure IDBI Bank understands they have a responsibility and obligation to provide their customer full information about any new charges. Can you please look into this and reply me with the details asked in my email.

--Babita Patil
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From: Babita P <[email protected]>
To: thn_customerservice <[email protected]>
Cc: "[email protected]" <[email protected]>
Sent: Tuesday, January 9, 2018 10:23 AM
Subject: Re: 'IDBIBank=008-270-552' Re: Home Loan account 1176750011477

Thank You for the reply.

After reading your reply it looks like IDBI Bank has tried to inform their retail loan customers of this property inspection charges via SMS or email.

I never received any SMS or email about this charge and was not aware of it until the amount was deducted from my bank account.

To make sure that I do receive these kinds of information in future, can you please update your records to use email id: [email protected] for Loan account: 117675001147.

Please do send me a confirmation when this update is done on my account.

Also I would like to know details on these points

1. what kind of inspection is done in this under this said property inspection?
2. What all property things your people check for?
3. What is the method used by IDBI Bank for doing this property inspection?
4. Is there any report prepared before and after the property inspection?
5. Does IDBI Bank share the property inspection report with their customers?
6. Does IDBI Bank provide any receipt or statement for the property inspection charges to their customers?

If you have any official Bank document or web link with explanation to above points kindly share. It would help your customers know what they are paying for.

Thanks
Babita Patil
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From: thn_customerservice <[email protected]>
To: 'Babita P' <[email protected]>
Cc: [email protected]
Sent: Tuesday, January 9, 2018 2:46 AM
Subject: RE: 'IDBIBank=008-270-552' Re: Home Loan account 1176750011477

Dear Sir,

Please find the attachment.

With respect to above referred communication we submit as under ;
We have referred the concerns of similar nature ( application of HL property inspection charges) to our corporate centre .
We reproduce here with the reply received from them .

“SRA Product team at Corporate Centre has been receiving queries with respect to property Inspection charges debited to existing customer’s account.

In this regard, this is to clarify that circular regarding introduction of new charges has been issued on 15th November 2017. The intimation for revision in service charges has been sent to the customers vide SMS dated 20th November 2017and Email dated 24th November 2017 for visiting our website www.idbi.com for more details, as per BCSBI norms. The details of revised charges were hosted on Bank’s website also. Once again, communication has been sent to the customers on 21st December 2017 through SMS and Email . Moreover, revision in service charges for retail loans have been displayed on the ATM screen. Please inform the customers that property inspection charges will be levied once in three years as per extant guidelines of the bank.

The charges applied to your account pertains to Property Inspection Charges, which will be levied once in three years .
The charges are debited by the centralized system .
The application of these charges are based on, our circular on Structure of Schedule of Charges for Structured Retail Asset Products Applicable w.e.f. 15th November 2017

We reproduce the relevant part of this circular, for your ready reference .

Regards,
Ops Team
Thane RAC
022-25393901/06/07
Office Hours: 10.00 AM to 4.00PM (Monday To Saturday)
2nd and 4th Saturday Holiday
All Sunday’s Holiday.
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From: Avilasha Bhuit [mailto:[email protected]]
Sent: 09 January 2018 14:53
To: thn_customerservice
Subject: RE:'IDBIBank=008-270-552' Re: Home Loan account 1176750011477

Dear Sir/Madam,

For your information.

Regards,
Avilasha Bhuit
Customer Care Center
IDBI Bank Ltd
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-----Original Message-----
From: Babita P ([email protected])
Date: Friday, January 05, 2018 10:45 PM
To: thn_customerservice ([email protected]); [email protected] ([email protected])
Subject: Re: Home Loan account 1176750011477


Hello IDBI customer Care Dept.

Its been 3days and I have had no response from IDBI customer care about query I asked on money deducted from my account.

Can you please reply.

--Babita Patil
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From: Babita P <[email protected]>
To: thn_customerservice <[email protected]>; "[email protected]" <[email protected]>
Sent: Tuesday, January 2, 2018 8:39 PM
Subject: Home Loan account 1176750011477

Hi

I see an ECS of Rs.708 debited from my account against the home loan on 01Jan2018.

On calling IDBI home loan branch at Thane Maharashtra I was told this is property inspection charges.

I need more some details about this property inspection. When this so called property inspection was done and what exactly IDBI bank does in a property inspection? Do you have any report of this inspection that I can see?

Please provide me receipt of this property inspection fee.

- Babita Patil
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