| Address: Gurgaon, Haryana |
Just to provide you a quick background of what has happened is that the card payment was somehow missed due to a casualty happened in my family where i lost my father all of a sudden and during this phase my wife zzzz missed out to pay the due amount before the due date. Before this incident the payment has always been made in full and that to before time, however as mentioned above if something like this happens no body would be in senses to take care of anything except to keep a hold on ourselves. My wife has constantly been in touch with your team via emails and calls where we have stated this problem and requested to waive off the late fees and other misc charges as a part of gesture & humanity, however not even a single penny was reversed infact fake commitments were made that you kindly pay at-least the minimum due amount and then these charges will be taken care off. Also, my wife spoke to some of the customer care representative who advised that if a customer miss on making the payment on a particular due date then the customer has a buffer time of 3 days to make the due payment for which no charge would be levied and the same was followed by my wife where she paid the complete amount due within a time frame of 3 days as suggested. Now coming back to the current scenario there are multiple charges which have been levied on the card which comes up to total of 14k. The payment was made on 16 aug 2017 for inr 73600, however a charge of inr 2051.21 as a part of finance charge - retail has been levied for which we requested a waiver which never happened. We have not used the card since the month of aug 17 but there are charges which has been levied constantly since day 1 as a part of over limit fee, finance charge - retail & late payment fees. I being husband of the customer and also being a banker pitched in to close this issue as my wife doesn't understand the in an out process of the banking norms and she waited for somebody to provide us with a positive response. Coincidentally i spoke to a gentlemen named mohit on his cell number [protected] and he suggested me to have a word with the concerned team who have the card under their bucket as of now for which i got a call from a number [protected] by the name of ravinder nayal stating that he is the one who is dealing the case or card and he has the authority to get the charges reversed or waived off being the head of collections department in rbl bank only if we make a payment of inr 8700 for which we made the payment of inr 8800 the very same day trusting the words. Since that day i have been trying to chase this guy on his number he doesn't picks up the call nor he replies to my messages which is again very annoying. As a customer we never thought of having such a disastrous experience with the bank and moreover lot of false commitments and fake assurance. It is only mr. Mohit who have helped me since day one and now guided me to write to you. We request if you could have a look into the credit history of my wife who is using multiple other cards which are running smoothly in terms of payments.
We really want a positive solution this time and writing you in a hope to get a fruitful response not only in the favor o[censored]s as a customer but for the bank as well.
Request you to kindly understand that in a situation like this where customer was guided falsely just to maintain the collection targets is not only depicting a wrong image of the bank but also breaking our trust or confidence with the bank to have a relationship as a customer going forward.
Below are some screenshots of the conversation i had with ravinder nayal who is i guess a false and fake identity over whats app messenger as well as my father's death certificate which will help you have trust in us as a loyal customer.
Also, please do refer the entire mail chain as it will give you an idea that we never had any wrong intentions of not making the payment infact we as a customer have tried our best to find out a positive solution to close this issue by writing constant emails and by giving back to back calls on the customer care number. We definitely will not pay all such charges infact there has to be a mutual way out to get it resolved.
Understanding the criticality of this issue please get back to us as soon as possible as bank is charging us as a part of interest on daily basis which is not at all fair.
Thanking you in advance.
RBL Bank customer support has been notified about the posted complaint.
