Unethical Behaviour?

Question

Hi, I have a loan car account with bank, due to my personal commitments I couldn't pay EMI on time and I had couple of months backlog (Max 3 months). However, I managed to pay whenever I could accommodate. I and my dad received the call from bank representative  who as following up with us for EMI. His behaviour was very rude and used abusive language to extreme. Even, I have responded him saying to be professional but he doesn't care of my words and done the same. I am not who has given rights to these people to behave in such unethical behaviour. I want a confirmation from bank on this issue and action against the person. if not, I will have to be file a complaint against the bank in consumer court. Thanks ! Regards, Sathya

 

Answer 1

Mr.Sathya,

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 complain/query/grievance in respect of financial services. This site does not belong to any Bank or a regulator, which may please be noted.

As a  borrower, timely payment of  EMI is your obligation. It is natural for banks to follow up for recovery.However, no one has given authority to bank officials and  for that matter, the agents appointed by banks to use abusive or derogatory language, in the process of follow up for  recovery. You have the right to protest for such unbecoming behaviour and attitude. Given the nature of your complaint, I suggest you to write to the Nodal Officer of your  bank, narrating the sequence of events,  through email or letter. You can find out the details of the Nodal Officer from the bank’s website.

If the bank is unapologetic, you can lodge a complaint with the Banking Ombudsman. For address of the Office of the Banking Ombudsman, Area of Operation (jurisdiction) and the procedure for lodging complaint, you may access the website https://bankingombudsman.rbi.org.in/

 

Regards

 

J R Mohandas