[Resolved]  Phoenix Trust - Kotak — Harassment and mental torture

Hi I would like to highlight to you a recent incident regarding the behaviour of Collections agents represented by Phoenix ARC. Since this is regarding my own family, I am taking the responsibility to highlight it; though at the cost of safety and wellbeing, concerning the route Kotak takes. . .as you read you will know what I mean!!! The customer had a settlement of INR 30000 against INR 38000, with the first set of payment due on 31 Jan 2013. 2/3 days prior to 31st Jan, the customer starting receiving calls about the payment. So far - the incident looks normal - right? Well the calls landed at his current employer, supervisor, colleagues, fiancé, home etc. The agent who called had threated to call off Prantap's marriage if the payment was not made. His mother (who is 53 years old) was told to spend 3 nights in lieu of 30000 INR as the collection agency confirmed that they would relieve her son of any payment to Kotak. All in all 400 calls were made in a spate of 2 days. The details of the personnel involved are - Collection agency - Phoenix Trust FY 12-6 Scheme A Collection Agent - Satish Avinash and Aashish Place from where call was made - Delhi Please answer the following queries - 1. how can a collection call threaten be done prior to due date? 2. explain the collection process relating to such verbiage? 3. which legal details entails sexual intercourse in lieu of credit card collection? 4. which process allows calls to customer's personal contacts? 5. can the process allow you to threaten and take a decision on the customer's personal decisions of marriage? We have had to take police intervention to protect customer's mother from any form of forced sexual abuse and in this case "rape" by collections team. The above defined behaviour has caused tremendous harassment and complex psychological disturbance to all in the family Need a revert asap! The case has been brought to notice to the Kolkata HQ in Kotak and I have personally visited for a resolution. The case then involved an intervention from the Supervisor of the Collection team, from where the calls were made - Mohit Mallik who provided us with the attached documents. Infact I am now concerned of my personal safety since I am highlighting these issues. Considering the route the Kotak Collections team threatens to take to collect money, my personal safety and well being is of concern. I am a woman who is writing this escalation mail and considering the route Kotak takes to retrieve money before due date, I am scared. I would hope the senior mgmt. team would atleast assist and help in this regard as well.