Kotak Bank - Unprofessional Way Of Working — Personal loan emi not debited on ecs and asking to pay by cash with bouncing charges

Address:	600110
Website:	www.kotak.com

Hi,

My Kotak SPLN Loan Account number 59631463

I have my bank account with the necessary funds (Rs 13, 301/-) on 7th April 2016 to clear my EMI amount on 10th April 2016. But ECS has not been initiated by the bank on 10th April 2016 and the EMI amount not debited from my account. Bank executive said there was some server problem and unable to debit.

Now the bank says to pay by cash with bouncing charges behaving in a way that the customer has delayed in paying the EMI on time.

I really don’t know what to say. In spite of intimating “n” number of times to mail IDs (service.[protected]@kotak.com; service.[protected]@kotak.com) that I have sufficient funds in my account since 7th April 2016 and the EMI of Rs 13, 301/- is not deducted for the month of April 2016, which is supposed to be deducted on 10th April 2016.

I had sent a mail in this regard on 14th April 2016 and till now I haven’t got any replies from the bank for the mail sent from my side.

Today I just received a call 30 minutes back from[protected] which is your bank number & one of the gentlemen from recovery team who spoke with me saying that the EMI of Rs 13, 301/- for the month of April 2016 is pending from my end & will send a collection executive to collect it and I should pay by cash along with bouncing/recovery charges. I asked him; when the funds are available in my account before the due date and why it is not cleared via ECS. Why the amount not debited on 10th April 2016. He disconnected the call. The executive who spoke to me (gentlemen) very coolly says that there is a server problem in the bank & hence the amount can’t be debited and I need to pay by cash now with bouncing charges. This clearly states that the delay and problem is from bank server side and for what reason I should pay by cash and why I should pay bouncing/recovery charges. When I asked a question the executive from the bank puts the phone off.

The conversation which I had with the lady after the 1st call which I dialed to the same number is been fully recorded and she has agreed that the delay; mistake whatsoever is from the Kotak bank side only and it has happened to many customers this month due to server problem. I am not bothered about others and I don’t have time for that. I am worried about myself and my track record.

I would like to intimate very clearly that I had sufficient funds in my account before my due date (10th April 2016) and till now it is available. I can’t pay my EMI by cash to your recovery team. I am no where liable to pay the EMI amount by cash when the funds are available in my account.

Hence you have to only do an ECS debit from my account for the EMI amount of Rs.13, 301.00/- Also ensure my CIBIL score does not get affected because of this. I normally check CIBIL score on a quarterly basis and this April 2016 EMI should not be mentioned as default because the ECS transaction is not been initiated by bank on 10th April 2016.

My CIBIL score should not be reduced because of this issue where as a customer I am not responsible for it.

Thanks and Regards,
A Prabhu