Misbehavior by bank person at home?

Question

This is inform you one of your bank manager Name .Mr. Karab misbehaved with my aunt and used bad word when i was not at home. this not at all acceptable if this kind of behavior constitutes i am sorry will not re pay the loan amount. Very very serious i am going to complain in consumer court and also mahala mandala against this issue

Answer 1

Ms Alisha

At the outset, let me clarify that this site is designed by a group of Senior Banking Professionals to assist Bank Customers at large to provide guidance for resolution of any query / complaint / grievance in respect of financial services.  This site does not belong to any Bank or a Regulator, which may please be noted.

As regards follow up of the representatives/Bank Manager and misbehaviour with your Aunt in your absence, I would like to inform you that recovery agents/Bank representatives are not supposed to resort to harassment in public, abusive language, uncivilised and unlawful behaviour. I reproduce extract of RBI guidelines in verbatim in respect of engagement of the recovery agencies by the Bank.

 Agents/Bank Officials should adhere to extant instructions on Fair Practices Code for lending (Circular DBOD. Leg. No. BC.104 /09.07.007 /2002-03 dated 5th May 2003) as also their own code for collection of dues. If the banks do not have their own code they should, at the minimum, adopt the Indian Banks Association's code for collection of dues and repossession of security. It is essential that the Recovery Agents refrain from action that could damage the integrity and reputation of the bank and that they observe strict customer confidentiality.

The bank and 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 debtors’ family members, referees and friends, making threatening and anonymous calls or making false and misleading representations.

You may lodge a complain with RBI for violation of their guidelines in recovering outstanding dues. The contact details of the official would be available on the RBI website.  You may also approach Banking Ombudsman/Consumer Forum for resolution of issue. 

These guidelines does not absolve from making repayment of the loan availed by you from the Bank.

Regards

Deepak