From: Ajit Singh,
16A-103,
Vasundhara Ghaziabad,
U.P.12
18.12.2009
Manager,
HDFC bank Cards Division,
P.O.Box No. 8654
Thiruvanmiyur,
P.O. Chennai-600041
e-mail [email protected]
Dear Sir,
Reg: My Credit Card No. 5243 6810 0004 4282
I am holding your above prestigious Platinum Plus card since November’2005. The usage of the card was regular and payments towards usage of cards are being made regularly till the year 2008. But due to loss suffered in my wife business and some financial constraints the payments were made with some delay. I some how managed to make atleast minimum or more payments every month inspite of my financial constraints.
I want to draw your kind attention toward your ill mannered staff at your collection department Rajouri Garden, New Delhi (as I came to know with conversation on the phone no-011-66093295). I have been receiving threatening calls repeatedly to pay the arrears, which I had already paid vide receipt no. F-101503 for Rs.7300.00. I issued a post cheque dated. 10.12.2009 in anticipation of the money to be credited before the date of the chque. Unfortunately the funds in my account were cleared on 12.12.2009 whereas the cheque was presented on 11.12.2009 and retuned unpaid. On the next day in the morning i.e. on 12.12.2009 I was informed regarding returning of cheque. I told her the reason for dishonor of cheque and requested to collect the payment from my residence in the evening as I would reach in the evening. But due to extra work in the office and traffic jam, I reached my residence after the visit of the field boy. On reaching the residence I immediately called back the collection department to arrange for collection of payment as I had withdraw the amount from my bank account. The lady staff also confirmed to send some body to collect the payment. The payment was made in the night around 8.00p.m. on the same day Now she is insisting that payment has not been received by the bank. I am enclosing the photocopy of the receipt for the amount which I parted with, for your information and record.
Further you are requested to take suitable steps so that such harassing calls and making un-decent remark personally should be stopped immediately and no call should be made on my work place. If necessary the call should be made to my fixed line residential number or my mobile and no undecent/ misbehaved remarks should be made.
On 21.05.2009 I made a complaint regarding their misbehavior, and how they made harassment calls repeatedly at my workplace, on my residence and mobile. Now they are resorting to the same tactic to harass me
Please note, that in case I continue to receive such threatening calls from your bank, the matter will be referred to RBI / regulatory authority.
Kindly acknowledge and give your reply at the earliest.
Yours faithfully,
(Ajit Singh)
e-mail [email protected]
From: Ajit Singh,
16A-103,
Vasundhara Ghaziabad,
U.P.12
21.12.2009
Manager,
HDFC bank Cards Division,
P.O.Box No. 8654
Thiruvanmiyur,
P.O. Chennai-600041
e-mail [email protected]
Dear Sir,
Reg: My Credit Card No. 5243 6810 0004 4282
It is in continuation of my previous letter dated. 18.12.2009 wherein, I informed about harassing attitude of your staff by making repeat calls at my work place (011-26343181) causing hold on the phone for long time thus disrupt the working of our Zonal Office & also put me in embarrassing position at my work place within my colleague and also had to suffer the anger of my boss.
It seems that you have given free hand to your ill mannered staff to do treat your customer whatever manner as they wish and resorts to goondagiri tactics. It is also evident that on the same day lodging my complaint i.e. on 18.12.2009 when I reached my residence in the evening from my office, the same lady staff called me at my residence phone No. 0120-4108332 and asked for the payment. When I told her that I had taken up the matter with your customer care at Chanai and I am waiting for any response from their side. She immediately told in shouting and rudely manner that no body will listen or reply to your complaint and you will not get reply from them. Such was the attitude of your staff. It seems that you have also given instructions to your staff to treat your customers in this manner. She again threatened me to make the payment otherwise she would not make any call at my mobile or my residence but she would make calls only at my work place again and again till you make the payment. On the next day as expected she kept her promise and before I could start my work, I have to face anger of my colleague and other senior staff on account of receiving repeated calls from the same lady, thus put me in embarrassing situation at my work place. I failed to understand
Your kind attention is invited to RBI’s circular No. RBI / 06 / 211 DBOD.FSD.BC. 49/ 24.01.011/ 06 dated. November 21 issued to All Commercial Banks / NBFCs on the Credit Card Operations in India, the following Para is worth noting :
(iii) Fair Practices in debt collection
(a) In the matter of recovery of dues, banks / NBFCs may ensure that they, as also their agents, adhere to the extant instructions on Fair Practice Code for lenders (circular DBOD. Leg. No. BC. 104 /09.07.007 / 2002–03 dated May 5) as also IBA’s Code for Collection of dues and repossession of security. In case banks / NBFCs have their own code for collection of dues it should, at the minimum, incorporate all the terms of IBA's Code.
(b) In particular, in regard to appointment of third party agencies for debt collection, it is essential that such agents refrain from action that could damage the integrity and reputation of the bank / NBFC and that they observe strict customer confidentiality. All letters issued by recovery agents must contain the name and address of a responsible senior officer of the card issuing bank whom the customer can contact at his location.
(c) Banks / NBFCs / their agents should not resort to intimidation or harassment of any kind, either verbal or physical, against any person in their debt collection efforts, including acts intended to humiliate publicly or intrude the privacy of the credit card holders’ family members, referees and friends, making threatening and anonymous calls or making false and misleading representations.
It seemed that your staff is least bothered to comply the RBI’s instructions in collection of dues either due to ignorance of the fair practice code of conduct or you have given them a free hand to do whatever they like hook or by crook.
I once again request you to advised your staff to refrain from such acts of harassing or threatening the customers like me and also not to disturb the smooth functioning of a government organization by making unnecessary phone calls and misbehaving my senior officials.
Yours faithfully,
(Ajit Singh)
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