[Resolved]  India Infoline Finance [IIFL] — They are not releasing my gold and forcing me to continue the loan for some days

Address:	BRANCH NAME - DELHI-INDIRA PARK / BRANCH CODE - BM6160 / RZ-685 INDRA PARK, PALAM COLONY, NEW DELHI-110045
Website:	iifl gold loans

I Himani Verma has taken three gold loans against Loan No. GL19141453, GL19141515 & GL19113345 one of them is on my name Ms. Himani Verma and other two is on my mother's name Mrs. Anita at your Indira Park branch, New Delhi-110045 on 20/10/2021. Yesterday, I visited there and asked them to release my gold and agreed to make the complete payment of the loan with interest but the Branch Manager (Mr. Debaprath Mandal) has refused to release my gold. He misbehaved with me and my mom and talked in a very rude and unprofessional way. First he tried to convenience me to not release the gold and asked me to continue the loan for the next one month and when I denied and told him that I want to close it by today itself then he said that we can't release the gold before 10th of this month due to the technical issue then I replied if any company is facing the technical issue so they couldn't be able to do any of their work but you guys are giving the gold loan to the customer and taking interest as well but you just facing technical issue only in the procedure of closing the loan then he clearly said that if you want to make the complete payment for closing this loan then I can take the payment from you but I will not handover the gold to you before 10th of this month. The branch manager Mr. Debaprath Mandal or one of the female staff Mrs. Khushi they have behaved in a very unprofessional, unethical and rude way. And after all the conversation I asked him twice, thrice to handover my gold but he clearly refused then I called at your Customer Support no. which is [protected] and told about all the scenario to executive then your executive took the BM on con call and he again talked with me in a very unprofessional way then he said mam that you are saying BAKWAAS and then I asked your executive to take his senior on call then she took Mr. Shyam Sundar on call, he listened to me very patiently and told me to wait for 10 mins and said I'll talk with the staff and call you back and after that you can visit there and after making the payment you will get your gold back. I waited for his call back for almost an hour but didn't receive the call then I again called your customer support number and asked them to take Mr. Shyam Sundar on conference, first he didn't pick the call, then I asked your executive to call him again and the second time he picked the call and said that you will get the call from the staff for the closure of the loan and provided me his direct contact number then I waited for sometime and when I didn't receive the call from the branch then I again called him and again he said wait and asked for the GL nos. and told me the same thing that I'll call you back and didn't call me. Then I finally got the call from one of the branch staff her name was Kajal and she said the new story to me that Mam you haven't paid the interest of your loan for last 102 days and that's why we have sent your packet to our Dwarka Sector-7 branch so now you have to pay the complete interest amount then I'll write the mail to Dwarka branch for returning your packet back then we can close your loan after that. So, basically what I felt that your whole staff of your company is just making sure that the customer should trouble and need to climb the mountains for getting their gold back and your team doesn't want to return the ornaments back to customer because till the time I was at the branch I have seen that the every single customer who is visiting the branch is not satisfied with your services. Your team is sending their gold in auction without making any intimation to the customer.
Now all I want from you is to release my gold and hand it over to me after taking the complete payment of the loan by tomorrow itself.
And please arrange my call to the senior who can help me in this issue and whatever I have experienced with your company, I would never suggest your services to anyone because the way your staff made me trouble I would make sure that no one will go through this.