With the advent of private banking in india i came across your bank and thereby as a long standing customer of your bank without any bad occurrences or default in the past without your bank. I along with my father i. E considering the same during the month of august 2018 i, ms. Bhuvana took 2 loans for 2 laptop in my name vide loan account number 16224718, 16224585 and another two loan in the name of mr. Venkat for 2 a-c vide loan account number 15888103, 15888337 from your bank capital first, wherein the first 3 accounts carries emi for 9 months and the last one carries 8 months. With respect to the first two loan accounts i. E., 16224718, 16224585, the first loan emi started during the month of august 2018 and ended during the month of march 2019, whereas the 2nd loan ended on 20.03.2019. It is pertinent to state that we have been very prompt in making the emi payment without any default. Upon completing the first two loan account payments, i have also obtained noc regarding the same
With regard to the remaining two loan accounts i. E, 15888103, 15888337 the last emi is on 02.04.2019 wherein during the month of november 2019 since the account holder’s bank server was down there was a problem in ecs transaction. Hence we contacted your customer care wherein they guided me to make payment through online and also advised me to pay through online before emi date to avoid late fee so i have made a payment before the due date through online for the month of november and december for the aforesaid two accounts but bounce charges was added for both account without any reasons assigned. Without knowing its heads and tails when we tried to contacted your customer care team they said once loan is closed we can contact branch office for obtaining noc and that time they will wave off the so called bounce charges. Hence pertinent to the promise made from your personnel i made my final payment on feb 28 2019 and contacted your customer care and asked for pre closure due to the unreasonable unrealistic and irrational amount of bounce charges put forth by you for no reason at all but that concerned personnel informed if we close before the last emi we have to pay 5% principal amount for pre closure and requested us to just pay rs.8890, the emi amount and no need to pay bounce charges wherein he had made a blunt promise that it will resolved once the emi closes. But it is seen to be unattended till now so we contacted your customer service centre one named mr. Kunal informed that the procedure is changed for march 1st and rigidly told that they cannot give any waive off.
When we informed him about the previous promise made by their personnel, he in a raucous manner informed that us that they don't have records that they made us such promise and when we asked him to connect the call to higher authority, he said he is the higher official and he intimidated us to pay the bounce charges along with emi payment and gave assurance to reimburse the bounce charges. It is to be highlighted that we have to merely pay the last emi amounting to rs.4445 but it was being informed by your personnel to pay rs.9237. When this was being explained to your personnel, the aforesaid person mr. Kunal without hearing our queries and without taking any effort to resolve the same, spoke unparliamentarily making some unrelenting statements
On 25.03.2019 due to these certain discrepancies on your side, i sent a detailed mail addressed to yourself and on your social connect, wherein upon an immediate action and mail was being sent to us as stated as follows :
"we would like to inform that as a service gesture we have waived off rs.1, 592.00 towards the ecs bounce charges for your loan account 15888103. We have attached the statement of account for your reference.
Further, we state that your loan account 15888103 has been closed in our records. We have enclosed herewith the no due certificate (Ndc) for your reference.
We wish to inform that the current overdue charges amounts to rs.3, 200.00 as on date for your loan account 15888337. We have attached the statement of account for your reference.
We would request you to make the payment of rs.1, 200.00 by choosing any of the below alternatives and purely as a one-time service gesture we would arrange for the waiver of rs.2, 000.00 towards overdue charges as on date to regularise your loan account"
Considering the same i paid the aforementioned amount rs. _ on _ vide online payment.
But to my shock and surprise it was informed by you that the emi of our loan account for the month of april 2019 had bounced due to insufficient funds in your bank account substantially the request to waive the bounce charges was being deniesd.
The overdue amount on your loan account is rs.7, 384.00
Without knowing the heads and tails of this issue i called up and enquired wherein your employees found lethargic in explaining why there was a bounce and was more concerned in making us pay the penalty amount.
I request yourself to look into the issue and clear this out failing which i shall seek the assistance of consumer redressal forum at chennai in resolving the disputes wherein you shall be made liable of cost and consequences
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