There may be misunderstanding in knowing the facts.
On behalf of your client , just meet the manager, clear out the misunderstanding.
There should be demand notices and information before taking such a serious action.
If there is a communication gap , clear it, report it as a complaint to superior, demand for the statement , copy o sanction communication, get the calculations through CA and then come to a logical conclusion.
Bank is having thousands of borrowers and officials can not even do not remember the names, as most of them never come to bank. Most of the transactions are through ATM and other Computers so the one to one conversation is limited.
The bank has provided a home. Let us not jumpt into conclusions and find out the gap for such misunderstaning. Remove the impediment before it spoils to longstanding relationship, that may affect in credit rating.
Expecting another query from Sri GPS questioning on my profession, I was a banker for 30 years and involved with legal matters through court.in a controlling office in financial capital.