Bank lost the documents

visuiyer (Querist) 20 August 2025 This query is : Resolved
This is regarding alleged claim of 49th EMI by Axis Bank, but originally signed up for 48 months.
As guided, by the Veterans, of Lawyers Club India, I raised the issue before Axis Bank's internal ombudsman forum, and the bank replied,

"We regret to inform you that we are unable to share the original loan agreement and the payment proof of the first instalment, due to unavailability of the required documents."

Now the bank has explicitly said that they have no documents to prove the claim,
it is alarming, how is it really possible? in case of non payment or default how will the bank recover before the court of law without having the proof of documents.

It is not clear that whether they deliberately, avoiding to provide the dox for the unauthorised 49th EMI claim, or really do not have the relatable dox with the bank.

The bank only attached the amortisation statement as a proof, without any authentication, which is very well availble free at the google calculator.

From their reply, I understand it is
- Lack of transparency,
- Lack of professional diligence,
- Non-adherence to RBI guidelines, and
- Absence of ethical responsibility in maintaining records.

Now, I request with folded hands, the veterans please help me to proceed with next steps, and save from AXIS Bank.

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Quick Summary

A customer is disputing a 49th EMI charge from Axis Bank, having originally signed for 48 months. The bank has stated they cannot provide the original loan agreement or proof of the first instalment due to lost documents. This raises serious concerns about the bank's record-keeping, transparency, and ability to prove their claims in case of default. The customer is seeking advice on how to proceed, with suggestions including filing a case in court or a complaint with the Consumer Commission for recovery and compensation due to the bank's negligence.

kavksatyanarayana (Expert) 20 August 2025
You shall file a case against the Axis Bank with the evidence/proofs in a court.

T. Kalaiselvan, Advocate (Expert) 20 August 2025
You can file a suit agaisnt the bank for recovery of the extra amount deducted from you and also to direct the bank to produce the loan agreement papers to ascertain the terms and conditions of the loan agreement

Advocate Bhartesh goyal (Expert) 26 August 2025
Original documents lost from bank's custody indicates bank's gross negligence and amount their deficiency in services. File complaint before Consumer Commission and claim compensation .

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