Loan account number # TCHHL[protected]
National Consumer complaint no # 3308442
GRIDS Complaint Acknowledgment Number : COMP/0595/2022
GRIDS Complaint Acknowledgment Number : COMP/1411/2022
23/02/2022
Before I begin with my complaint I have a general question why would anyone spend so much time to write a complaint and send it via post ? The answer is the level of harrasment, pathetic and fraudulent customer experience. I have tried to resolve it via all platforms customer helpline, email escalation matrix, GRIDS complaint.
The details of the horrible customer experience below will take you to the journey of the customer who had utmost trust on Tata and its subsidaries has been destroyed forever.
On 26th Dec 2021 I have applied online for home loan and paid for the processing fee then I came in contact with Sales executive Mr. Bipul Guha (Email- bipul.[protected]@tatacapital.com, Phone-[protected]) and Sales Manager Mr. Santanu Biswas (Email- santanu.[protected]@tatacapital.com, Phone-[protected]). I have shared all the required documents with them for loan processing and everything went well then I was informed by Mr. Bipul that I would require to go for Insurance scheme as a mandatory requirement . I requested to provide the details of the charges and I will think about it. On 17th Jan 2022 I was asked to visit the branch in the context to sign sanction letter and complete all formalities. I was happy and signed all documents which has 6.70% interest that are all unfilled then suddenly I noticed a document that contains Tata AIA insurance form and NOC, I signed it but denied to handover before I get to know the details of the scheme. I was informed that the policy would cost me 1.2 Lakhs, I was shocked and didn't agree to go for it then officals tried to manipulate me by saying it is mandatory and without this they can't provide me home loan. From this stage I have been harrased and tortured.
1. Home Loan interest rate which was earlier 6.70 % there after revised to 6.95% for no reasons.By the time I have invested enough time and money and have made repeated complaints through email and phone but no customer service responded and I had no option left so I had to accept the higher interest rate because I would have financial loss and everything is documented in my emails but no one responded. I have good credit score and fit in all terms and conditions mentioned in the website to be applicable for 6.70 % interest. Why after 17th Jan it suddenly changed to 6.95 % I am still asking justification ? Complaint GRID ref # COMP/0595/2022 and so many emails and tickets.
2.On 31th Dec 2021, I have requested to apply for PMAY through email to sales team and there after many times asked to ensure it gets applied on phone, chat, during branch visit . I was not been informed anything about it and postponeded it to later. I knew something phishy going on so I escalated it to branch manager Mr Santanu through email, he replied and asked to apply after property registry when it could have been applied before.After registry they are not taking up this matter and asked me to reach out to customer service desk at the branch. On 14th Feb 2022, I visited the customer service desk immediately after registry and customer service team started asking me why I didn't apply before. I told I wanted to apply many times but they postponded it after registry.Then Mrs Bichitra Basu asked me to share notary afidavit declaration of family income ASAP. On 16th Feb, I have submitted the notary and all documents at the branch customer service desk Mrs Bichitra Basu. After 2 days she asked me to provide my father's death certificate and property floor plan. I send it over email immediately.Then on 23rd feb 2022 she called me again and asked for deed document and agreement doc I said all documents are submitted to Tata capital then she told since there is no female member in my deed document I am not elegible. I said why these process were not informed since 30th Dec 2021 I have been asking for the same process.My mother is co-applicant for loan appliacation but on deed document her name was not included because I didn't feel it necessary and the deed draft was shared with sales team before registry why they didn't informed. The intention of the offical was very clear from the begining they don't want me to apply for PMAY because company will not get any interest if the amount is credited. This subsidy is given by Govt of India and I am an elegible candidate, you are not providing me this money. I have lodge a case National Consumer complaint no # 3308442 with all proof of evedience I have with me for intentioanlly doing this and all harrasment during the loan process and till now.Tata capital will be responsible to pay the amount of PMAY if it does not get credited because if your faults and wrong intention.
3.I have been asking for the list of the documents submitted acknowledgement to Tata capital to sales team, customer service desk at the branch. I was asked to drop an email to customer service team then I sent an email and also register a service request but no reply till date and request got closed automatically without any communication. After few years, the officals may not be with Tata capital whom should I reach out for the original documents ? I need this ASAP.
4. Customer service never respond - I have made complaint over helpline they have no information and authority.Twitter post I am getting robotic response and no resolution. Emails no one reply and sometime I recieve one sided response with missing context and chain email and then when I respond to those then again no one reply.I have gone through social media post and these pathetic customer service is very common which can been seen in twitter post by many users.All these definately had a bad impact on the company reputation and must be the reason why peope are not going for Tata capital and would prefer banks or other company.There is no adherence to Tata code of conduct and fair code policy or ethics.
5. I will never recommend anyone to Tatacapital and I am still worried about the pathetic customer experience that I will have to go through and already seen customer who are complaining about loan closure and emi not deducted on time and charges are being imposed on customers and many more and these are genuine and true.
If the PMAY is not credited because of the intentional deny and all due to the offical faults I will go to consumer court and I will not pay the correspondent calculated amount for which Tata Capital will be solely responsible.The last date is 31st March 2022.
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