Lots of harassment caused by bank executives?

Question

Please see the mail i have send them all details are there..Please help me Dear Sir This is something very important i intend to bring in notice of the bank . I have been using the credit card since 2012 .And from the date it was been sanctioned to me till January 2015 there was no delay in my card account .In fact my credit portfolio was so good that i even received a credit limit enhancement and upgrade and extra credit bonuses too. But in January 2015 due to sudden shift in my spouse work location, I had to move abroad and that time i was out of my job and we were still settling here but was not fully financially competent. On various occasions, I tried contacting your customer services and if you check your records you will see the mails i have sent after coming here itself that time there was no other mode of communications .I didn't had any executive contact number or email id by which i could contact them and also there were no replies to the mails i have sent across. I am very sorry to say this is really a very poor service, I had one other credit card too from a very prominent bank and right from day 1, They have taken my mails seriously assigned me one executive who helped me with respect to my payments and guided me in the best possible manner and not just straight way proved me as a criminal or fraud. There are certain important points i want to bring into your notice : 1. First of all if there was some delay from my side none of your executives tried contacting me Via my registered email id or my number  which was operational for long time even after leaving India. 2.I was always accessible to my emails but there was no mails as far as payments were concerned. 3.They simply waited for 8 months so that unnecessary interest gets accumulated and they earn extra . 4.No one bothered to have a follow up and you can check in your records that no mails were send to me else i would have definitely responded to them, I tried hard to contact them so what was my fault in this only the delay in making payment but no one bothered to check for it . 5.Then all of a sudden your executive Mr Nisar  and also some other and numerous others starting calling people who were first of all not my close relatives some random friends etc .The first thing should be they should have mailed me if i would not have responded then they should have taken this step .But without any notice to me they started calling random people and troubling them. 6.If a customer has some duty towards bank rules even a customer has certain rights .As per RBI guidelines they are not supposed to disclose my credit card details or its outstanding to any third party but they provided all these confidential information to whosoever they called up. 7.Finally even after i mailed them messaged them there were no replies to it and when they called me up as i have already stated since I am not in India timings vary so it was night when they called me up which i was not able to answer and they took it as wrongly but i called them up in the morning but they did not reverted. 8.Finally when i spoke to them on September 29th 2015 :They were very rude in their approach, were making personal comments about my financials .And have not left any chances of threatening me that they are putting travel ban on my passport and i would be arrested if i come to India as if i am some big criminal who has run away with crores of your bank rupees and was not even listening to my concern and when i was asking about the above points i have mentioned they were not even listening to it and just kept on talking about their payment.I understand its duty of collection agencies but they should also understand that if there is some delay on payments that does not means every customer is a defaulter. 9.I told them lot many times that i would pay please give me atleast some little time, They did not even understood that I am not in India so it would be bit difficult for me to arrange someone who could go to the bank and deposit funds. 10.But due to the mental trauma i have to convince my relative and get it done, Still your executives were not satisfied and they were calling me at night 1 am here timings.And was also asking for my uncle's number so they could trouble him more. Now please note as they have said my uncle has deposited sum of Rs 30000 towards my axis bank card account and i am attaching the receipt for the same.My card limit was 40000 and i have already paid 30000 for that so kindly please accept it as full settlement and close my account and also send me the written confirmation for the same.As for additional I am not liable its wrong from the bank's part too and also the harassment they have caused to me . I will not pay anything more and i want you to take actions for these executives too who irrespective of first informing me via email etc straightway started troubling other people who just know me but not at all closely related and disclosing my confidential details and there threatening. They have considered me as some criminals and offended me and my family .I am really frustrated and dejected by your services when its time for providing card you people run away and call 100 times but if there is some problem from the customer's end without even understanding the actual cause you just label them as a hardened criminal and give mental trauma. I had full intentions to pay the amount i did not ran away or had nay thought for non payment, Now or then i would have definitely completed the payment but I am not at all sorry to say you have the worst services and executives and in future my time would be good but never ever i would be wiling to keep any banking relationship with your bank . So please close my account and i don't want to see the executives i mentioned above to call me up on my number or mail me . Just please close my card account and send me the confirmation for the same as soon as possible else i will need to complain about it to consumer services and banking ombudsmen. For causing trouble to me and my people and embarrassment caused by them and wrong comments made by them. Please do the needful as early as possible.
 

Answer 1

Dear Ankita

At the outset, let me clarify that this site is designed by a group of Senior Banking Professionals to assist the 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 Regulator, which may please be noted.

It has been a pretty long mail, which could have been eminently avoidable, had you taken care to pay off your credit card dues, before going abroad.  Ankita, while I fully agree with you and the stress and strain you might have undergone, it is equally pertinent that you are under obligation to pay the credit card dues to the bank, as agreed upon.  As per the industry practice and regulatory guidelines, the card issuing bank would have definitely tried to get in touch with you for the clearance of card dues, but you being abroad, their efforts might have failed and might have handed over the recovery to outside agencies.  Your claim that since your uncle had paid Rs.30000/- against a limit of Rs.40000/-, it should be treated as full payment is not tenable.  You need to sum up your actual spend on the card, the delay in payment and the consequent late fee and interest etc and then seek waiver of certain charges, which the bank might consider.  Having availed the credit on the card, unilaterally you can't take a view and say that the payment of Rs.30000/- should be treated as a full and final payment and cancel your card.

Notwithstanding the above, if you take a view that your line of action is correct, as mentioned in your mail, you may choose to complain to the Banking Ombudsman / Consumer Forum.

RAJA