Harassment and threats by citi bank india
radha
(Querist) 16 October 2015
This query is : Resolved
Dear Sir,
The details are provided hence the first post is bit lengthy. Kindly accept it for once and all.
Having explained the future posts shall be short.
The Credit Card is issued by Citi Bank India 18 years back and there is not a single default in payments. Based on the excellent history Citibank local branch sold add on card for spouse, to the customer.
Citi Bank has not been providing satisfactory services. It has not been supplying bills on time and levying charges. The courier employed by ban M/s Blue dart was hand in glove with bank and would send false information’s. It held on to renewed card with it for more than a wee k in its office and posted that on complaint posted that customer declined to receive. The street is CCTV covered and customer called the bluff of courier and bank. The bank does not act on courier for obvious reasons.
Customer has permanently blacklisted the Bluedart/DHL courier in writing to courier and bank.
The Citibank was instructed to send bills by Registered Post only. The statement is from 22nd to 21st of the moth and payment due date is changed and sometimes it is 7th sometimes some other date. In place of dispatching the bill by say 24th/25th or even 25th of the month ,the bill is dispatched at times on 7th of the next month i.e. the due date of payment.
The customer has been lodging written complaints by phone calls, in writing.
The local Citibank at place of CC holder, Regional Office at Delhi, Grievance Redressal Officer at Chennai, Principle Nodal officer (Sitaraman) , MD ( Muge Yuzuak), at Mumbai, all were approached. The in charge at Delhi one Tyagi stated that customer may speak to him and he shall resolve the problems. He was changed and then Anshu saini, Vijaylaxmi, joined in his place. Everyone cajoled the customer to not to issue any legal notice and approach court of law. But No one acted and removed the deficiency.
The customer goes to the bank and lodges complaint and get duplicate bill under protest and makes the payment before due date. The payment is debited from a/c of customer before/on due date.
Interestingly the BM and his staff when see that customer is determined they call concerned dept and give in writing that Bill is dispatched By Redg. Post on 23rd of the month. Thereafter Citibank gives in writing that customer should go to Post Office and find out why the Bill is not delivered by post office, while it is CitiBank that has to supply the POD. The Citibank supplies a screenshot (manufactured and fabricated) from its computer to claim that Bill was dispatched on 23rd. The customer has obtained written conformation from post office that Bill was dispatched from Chennai on 8th of next month and this calls the bluff and fraud.
The payment is debited from a/c of customer before/on due date.
Still CitiBank levies penal charges to the tune of 3.75%pm, and has not paid these back, despite having provided the proof of delay, and debit of payment from bank a/c on due date.
One late evening the customer due to age and darkness in ATM inserted the Citibank Credit Card instead of ATM card and withdrew cash. Later having realized, the next day customer paid the withdrawn amount to local branch of Citibank. Citibank levied amount of Rs.300+interest on it for one day usage, in its bill. The customer has never agreed for such charges and moreover the charges are more than advertised by Citibank on its website. The query was lodged in writing with BM, and BM was asked to explain how the charges are calculated but he did not and neither wrote back nor any of Citibank explained in writing and nor has refunded any amount.
The vendors of Citibank apply 2% charges on CC usage, that as per RBI guidelines can not be levied, on the contrary CitiBank employee at Delhi Anshu saini, Vijaylaxmi claimed that Citibank has the right to earn from 2% charges levied by the vendor and whole 2% or 0.5% comes to it. All of the offices of Citibank declined to refund the 2% charges.
The Citibank till date has not accrued old and new rewards points and did not supply printed details of choice of gifts, and forms to redeem the points and collect gift.It did not even allow the customer to use the computer in branch to file it from branch.
The BM and others above BM or atleast the internal ombudsman/Grievance redressal Head/Principle Nodal Officer/MD/Business Head, should have acted and terminated the employment of person that were party to such illegal acts.
On the contrary everyone became vindictive and started leveling false allegations, of derogatory and abusive language.
The customer met BM in his cabin with door closed and talked gently and each time BM would mention that other customers are getting to know of the deficiency and business shall be affected. However he did nothing to remove the deficiency.
The latest local BM has become harsh, threatening and would resort to intimidating language,-gestures (Ghoorna with anger) –staring and instructed the staff under him to not to entertain the customer and call him whenever customer comes to branch and he would dictate the staff on phone and staff would stop doing anything to attend and resolve the complaint.
Rather Citibank in highly arrogant manner wrote that there are other Credit Card issuers in market and customer may buy card from them.
The customer demanded CCTV footage with audio (Citibank has it in all offices and all calls are recorded) and affirmed in writing to pay if there any charges for it. So far Citibank has maintained studied silence on it. The customer is willing to listen verbatim and decipher meaning of each word and conclude if any derogatory and abusive language was used.
Everyone in Citibank has turned vindictive and now issued a notice that customer has been resorting to derogatory and abusive language and within next 30days the credit card shall be cancelled. About 10 days are remaining.
The cancellation of credit card on such charges shall have permanent damage to repute and credibility of the customer that has never defaulted and been believing that one day the bank shall change its ways.
Kindly suggest the bets approach.
Can customer obtain stay on Card Cancellation from consumer forum as interim relief?
Can customer obtain stay on Card Cancellation from civil court as interim relief, till suit is pending?
What all can be done by customer to defend the rights and penalize the bank, be it by consumer, civil or criminal case.
Kumar Doab
(Expert) 16 October 2015
You may carefully go thru:
1. Master Circular on Credit Card Operations of Banks (the latest version of 2015 is also posted on RBI website and M/s Citibank is under obligation to keep a copy on its website and Branch and provide a copy to You):
1.4 Fair Practices Code
Each bank must have a well documented policy and a Fair Practices Code for credit card operations.
3. Interest rates and other charges
a. Card issuers should ensure that there is no delay in dispatching bills and the customer has sufficient number of days (at least one fortnight) for making payment before the interest starts getting charged. In order to obviate frequent complaints of delayed billing, the credit card issuing bank/NBFC may consider providing bills and statements of accounts online, with suitable security built therefor. Banks/ NBFCs could also consider putting in place a mechanism to ensure that the customer’s acknowledgement is obtained for receipt of the monthly statement.
4. Wrongful billing
The card issuing bank/NBFC should ensure that wrong bills are not raised and issued to customers. In case, a customer protests any bill, the bank/ NBFC should provide explanation and, if necessary, documentary evidence to the customer within a maximum period of sixty days with a spirit to amicably redress the grievances.
https://www.rbi.org.in/scripts/BS_ViewMasCirculardetails.aspx?id=7338
SAINATH DEVALLA
(Expert) 16 October 2015
1.The courier employed by ban M/s Blue dart was hand in glove with bank and would send false information’s?
Ans: What benefit does the courier company get by sending false information.
2.Customer has permanently blacklisted the Bluedart/DHL courier in writing to courier and bank.?
Ans: How can a customer do it.
3.The customer goes to the bank and lodges complaint and get duplicate bill under protest and makes the payment before due date. The payment is debited from a/c of customer before/on due date?
Ans:Apart from the bill sent by courier every customer gets the statement on his Email id also.
4.One late evening the customer due to age and darkness in ATM inserted the Citibank Credit Card instead of ATM card and withdrew cash. Later having realized, the next day customer paid the withdrawn amount to local branch of Citibank. Citibank levied amount of Rs.300+interest on it for one day usage, in its bill?
Ans: For cash withdrawls from credit card charges are levied,and the bank is right.
5.Any bank cannot cancel the credit card as long as he is not a willful defaulter.If they have done so the customer can approach the Banking Ambudsman,with the grievance.
6.local branches have nothing to do with credit cards,except for receiving payments,everything is controlled by the credit cards division.
7.It is only a presumption that the card may be cancelled.U can approach the consumer court only in case the card is cancelled.
Unless a customer is a willful defaulter no bank will resort to harassment.Generally the harassment is done by the recovery agencies and bank officials will not come to the customer.
Adv Kumar Doab has given a clear illustration of RBI guidelines.Go through the link provided and come to a conclusion.
T. Kalaiselvan, Advocate
(Expert) 16 October 2015
The citi bank may not be complying the Banking ombudsman instructions too, hence drawing them to the consumer forum will fetch some relief. Until a legal action is initiated, the bank may not mend their such lethargic and irritating attitude towards their customers.
Sudhir Kumar, Advocate
(Expert) 17 October 2015
1.The courier employed by ban M/s Blue dart was hand in glove with bank and would send false information’s?
Ans: What benefit does the courier company get by sending false information.
WHAT FALSE INFORMATION GIVEN BY THEM. WHAT BANK GAINS BY NOT SENDING STATEMENT TO YOU ALONE.
Sudhir Kumar, Advocate
(Expert) 17 October 2015
2.Customer has permanently blacklisted the Bluedart/DHL courier in writing to courier and bank.?
Ans: How can a customer do it.
ASSERTION IS VAGUE. IT DOES NOT SPECIFY WHAT IS THE SCOPE OF BLACKLISTING AND WHAT IS THE AUTHORITY OF BLACKLISTING A COMPANY WHICH PLIES BUSINESS INTERNATIONALLY.
Sudhir Kumar, Advocate
(Expert) 17 October 2015
3.The customer goes to the bank and lodges complaint and get duplicate bill under protest and makes the payment before due date. The payment is debited from a/c of customer before/on due date?
Ans:Apart from the bill sent by courier every customer gets the statement on his Email id also.
EVEN IF HE DOE SNOT GET STATEMENT AND WALK INTO THEIR OFFICE GETS A STATEMENT AND PAYS STILL HE DOES NOT DO ANY FAVOUR TO THE BANK.
Sudhir Kumar, Advocate
(Expert) 17 October 2015
4.One late evening the customer due to age and darkness in ATM inserted the Citibank Credit Card instead of ATM card and withdrew cash. Later having realized, the next day customer paid the withdrawn amount to local branch of Citibank. Citibank levied amount of Rs.300+interest on it for one day usage, in its bill?
Ans: For cash withdrawls from credit card charges are levied,and the bank is right.
THE QUERY ITSELF INDICATES THAT BANK IS RIGHT. FURTHER THE ATM KIOSK ARE GENERALLY VERY WELL LIT.
Sudhir Kumar, Advocate
(Expert) 17 October 2015
5.Any bank cannot cancel the credit card as long as he is not a willful defaulter.If they have done so the customer can approach the Banking Ambudsman,with the grievance.
YOUR QUERY INDICATES THAT YOU ARE DEFAULTER.
THE CONTENTS OF QUERY DO INDICATE THAT THE CUSTOMER IS EXCESSIVELY ARGUMENTATIVE WHICH CAN COMPEL A BANK MANAGER OF PRIVATE BANK (GENERALLY KNOWN FOR POLISHED BEHAVIOUR) TO ACT IN SUCH MANNER AND TO THE STAFF OF BRANCH TO PAY ATTENTION AND TO BE HARSH ON HIM.
SAINATH DEVALLA
(Expert) 17 October 2015
Rightly concluded by Adv Sudhirji, nothing more to add,either a defaulter or for academic purpose.
Rajendra K Goyal
(Expert) 17 October 2015
Agree with the advice from expert Sudhir Kumar.
Kumar Doab
(Expert) 17 October 2015
The following publications may also be useful:
>>> Citibank and HSBC Violate RBI Norms
Citibank and HSBC have violated RBI norms while dealing with Credit Cards in India. The investigative agency of Governmnet of India [MRTPC] has recommended actions against both the banks
http://creditcardfraudindiahelp.blogspot.in/2007/07/credit-card-fraud-india-help.html
Bring your episodes into the knowledge of MRTPC,RBI,IBA,BCSBI..................
>>> 2% ‘transaction fees’ not permissible
The RBI notification issued in September 2013 states ‘There are instances where merchant establishments levy fee as a percentage of the transaction value as charges on customers who are making payments for purchase of goods and services
http://www.thehindubusinessline.com/money-and-banking/debit-card-users-beware-the-transaction-fee/article7421979.ece
http://articles.economictimes.indiatimes.com/2010-07-09/news/27594037_1_sbi-cards-credit-card-finance-charges
RBI issues fresh guidelines on credit cards
"All banks are once again advised to strictly adhere to the guidelines... both in letter and spirit," an RBI circular said, adding that the violation would invite penal action.
RBI had also asked banks to ensure that wrong bills are not raised and issued to customers. In case, a customer protests any bill, the bank should provide explanation and, if necessary, documentary evidence to the customer within a maximum period of sixty days with a spirit to amicably redress the grievances, the circular had said.
>>> http://profit.ndtv.com/news/your-money/article-rbi-tightens-norms-for-credit-card-billing-782231
No Late Payment Fees on Credit Cards Till 3 Days After Due Date
Press Trust of India | Last Updated: July 17, 2015 13:12 (IST)
>>>
Kumar Doab
(Expert) 17 October 2015
Submit a clear communication under proper acknowledgment to local BM, Head Cards Business, MD/Business head-narrating everything and attaching all copies on record and demand to supply the evidence of derogatory/abusive language so that it can be examined and deciphered..................and deny the allegations and caution not to cancel the card.
The cancellation of card on such allegations shall have adverse bearing on Card holder.
Since all happened in Branch, the concerned bank employee's and local BM and bank too shall also be under the magnifying glass...................and can face disciplinary action, and media glare if you expose the bank.................and regulators, police,courts of law can be approached.
Since they have alleged in writing they shall have to substantiate their contentions..........
If you go thru the decisions, publications, the banks are known to indulge in malpractices and do not bother the penalties and fines imposed in the past.
Kumar Doab
(Expert) 17 October 2015
There are indeed a record of complaints filed against Foreign banks with MRTPC......................
Ministry of Company Affairs08-December, 2006 13:30 IST
Foreign Banks
Lok Sabha
The Monopolies and Restrictive Trade Practices Commission (MRTPC) has issued notices to some foreign banks for fraud and false promises. The details are as under:
SI No.
Enquiry No.
Title of Enquiry
Details of the case
1.
UTPE * No.25/97
DG (I&R)**
Vs.
Citi Bank & Others
The Commission received complaint filed by Shri M.D. Rajput against Citi Bank under section 36A alleging that the Car Loan Agreement of the Respondent Bank contains restrictive and unfair clauses. The matter was referred to DG (I&R) for investigation. The DG (I&R) filed preliminary investigation report stating that the respondent bank is following restrictive trade practices within the meaning of Section 2(o)(ii) of the Act. The matter is listed for final argument on 26.02.2007.
2.
UTPE No.205/98
Shri Rakesh Vaid, Faridabad.
Vs.
Bank of America & Another
This is a complaint filed by Shri Rakesh Vaid against Bank of America & Another under section 36B(a) of the MRTP Act***, 1969. It is alleged that the respondent bank confiscated the car of the complainant, purchased by availing loan from the respondent bank, on failing to pay some of the instalments. The matter is listed for final arguments on 16.1.2007.
3.
UTPE No. 106/2002
Shri Jainender Kumar Jain, Ghaziabad, UP
Vs.
Standard Chartered Bank, New Delhi
This is a complaint filed by Shri Jainender Kumar Jain against Standard Chartered Bank under section 36A of the MRTP Act, 1969. It is alleged that the respondent bank confiscated the car of the complainant, purchased by availing loan from the respondent bank, on failing to pay some of the instalments. The matter is listed for framing of issues on 9.3.2007.
4.
UTPE No.14/2003
Shri Ravi Luthra, New Delhi
Vs.
Citi Bank, NA, New Delhi – R-1 Shelters, New Delhi – R-2.
This is a complaint filed by Shri Ravi Luthra against Citi Bank NA & Shelters, agent of Citi Bank NA, under section 36B(a) of the MRTP Act, 1969. It is stated that the respondent bank has not sanctioned the promised loan for purchasing residential plot. It is alleged that the respondent No.2 (Shelters) had collected fee towards processing of the loan, which was agreed to be refunded to the complainant if loan is not granted by respondent No.1. The matter is listed for cross-examination of the complaint’s witness on 5.2.2007.
5.
UTPE 25/2004
Shri Raghav Lal Lucknow, UP
Vs.
Standard Chartered Bank (ANZ Grindlays Bank)
This is a complaint filed by Shri Raghav Lal against Standard Chartered Bank (ANZ Grindlays Bank). It is regarding alleged breach of conditions notified at the time of issuance of credit card. The matter is listed on 28.2.2007 for cross-examination of respondent witness.
6.
UTPE 53/2004
Shri Ravi Chand
Vs.
Standard Chartered Bank
This is a complaint by Shri Ravi Chand against Standard Chartered Bank under section 36A of the MRTP Act. It is alleged that the bank made false promises regarding sanctioning of car loan. The matter is listed on 17.1.2007 for consideration of issuance of Notice of Enquiry.
7.
RTPE **** No. 5/2006
Shri Ashok Vaid, Delhi
Vs.
ABN Amro Bank, New Delhi
This is a complaint filed by Shri Ashok Vaid against ABN Amro Bank, New Delhi alleging that the standard loan agreement of the bank contains restrictive clauses within the meaning of sections 33 (1) (a), (b), (c), (j) and 2(o) of the MRTP Act. It is further alleged that bank is resorting to unfair and restrictive trade practices. The matter is listed on 8.12.2006 for further consideration.
8.
UTPE 74/2006
Shri Shalabh Khanna, Delhi
Vs.
Citi Bank, Chennai
This is a complaint by Shri Shalabh Khanna against Citi Bank under section 36B(a). It is alleged that the respondent has resorted to unfair trade practice by illegally debiting the amount from his account. The matter is listed on 5.1.2007 for further consideration.
* UTPE - Unfair Trade Practices Enquiry
** DG(I&R) - Director General (Investigation & Registration)
*** MRTP Act - Monopolies and Restrictive Trade Practices Act
**** RTPE - Restrictive Trade Practices Enquiry
This information was given by Shri Prem Chand Gupta, Minister of Company Affairs in reply to the question raised by Shri Bhubneshwar Prasad Mehta in Lok Sabha today.
BY/SL-61/06
(Release ID :23008)
http://pib.nic.in/newsite/erelcontent.aspx?relid=23008
Kumar Doab
(Expert) 17 October 2015
>>> http://articles.economictimes.indiatimes.com/2005-12-08/news/27498265_1_iba-mrtpc-banks
MRTP sends notice to RBI, Fin Min, IBA
PTI Dec 8, 2005, 08.40pm IST
>>> https://www.mail-archive.com/accessindia@accessindia.org.in/msg16762.html
[AI] Rs. 2900 crores - extra charges collected via your credit cards
Pradeep banakar Fri, 27 Jun 2008 09:40:43 -0700
Rs 2,900 crore
Through late payment charges and penalties on YOUR credit card, banks have
amassed ..Sneha Shah
Most credit card holders may not feel the pinch of the miniscule late payment
charge of Rs 300 that is levied on the card each month. However, according to a
complaint filed by the....................ALL INDIA CREDIT CARDS USERS WELFARE ASSOCIATION
(AICCUWA).....................
, this miniscule amount along with sundry charges such as charging
penalty fees and other charges have helped banks amass nearly Rs 2,900 crore
listed as 'other incomes'.
In April this year, the AICCUWA had filed a complaint with the Monopolies and
Restrictive Trade Practices (MRTP) Commission to investigate the 'other
incomes' of the banks as listed in their balance sheets.
Milind Yevatkar, GS, AICCUWA, said, "If we study the balance sheets of the
banks we get to know that they have amassed around Rs 6,000 crore through other
incomes."
Of the amount, nearly Rs 2,000 crore is collected as late payment charges and
Rs 900 crore as penalties.
An MRTPC official said that they have taken suo motu action against the banks
in this matter and further investigations were on.
Unfair charges
Last year, acting on complaints received by the various grievance and consumer
rights protection bodies, the MRTP commission had instituted an inquiry against
various unfair practices by banks in India.
The commission directed the DG (Investigations and Registrations) to
investigate and file report. S P Dev, Additional DG, MRTP, said, "A report
against eight banks like ICICI bank, HDFC bank, Citi bank and other foreign
banks was filed."
Feel cheated by banks? - Write to MRTP Commission in Delhi
URL: http://epaper2.mid-day.com/midday/scripts/epaper/epapermain.aspx?queryed=9
Kumar Doab
(Expert) 17 October 2015
A case should be prepared carefully, preferably under the expert advise of counsels, specializing in such matters................
The following may be relevant and useful:
http://delhicourts.nic.in/MAR12/SANJAY%20MISHRA%20VS.%20GOVT%20OF%20NCT%20OF%20DELHI.pdf
IN THE HIGH COURT OF DELHI AT NEW DELHI
SUBJECT : CODE OF CRIMINAL PROCEDURE
CRL.M.C. No.3350/2008
Date of Decision: 23 .03.2012
SANJAY MISHRA
...... PETITIONER
Through: Mr. J.C. Mahendru, Advocate with petition
er in person.
Versus
GOVT.OF NCT OF DELHI &ANR. ...... RESPONDENTS
6. The criminal law on defamation has been codified
and is contained in
section 499 to 502 of the Indian Penal Code. For an
offence of defamation as
defined under section 499 IPC, three essential ingr
edients are required, to be
fulfilled as laid down in the case of Standard Char
tered Bank v. Vinay
Kumar Sood, 2010 CriL.J 1277:-
i. Making or publishing any imputation concerning a
ny person;
http://indiankanoon.org/doc/140170613/?type=print
Mobile View
Delhi High Court
Standard Chartered Bank vs Vinay Kumar Sood & Ors. on 6 February, 2009
Author: Aruna Suresh
"REPORTABLE"
* HIGH COURT OF DELHI AT NEW DELHI
+ Crl.M.C.3828/2007 and CMA 14040/2007
SAINATH DEVALLA
(Expert) 17 October 2015
Excellent piece of information and citations from Adv Kumar Doab.
My point of view is as long as the customer is not a defaulter, all goes well,the card's credit limit goes on increasing beyond expectations, irrespective of the financial position of the card holder.Once the customer misses paying 2 or 3 monthly emi's,then the trouble starts.
Let us presume that there is deficiency in service by the concerned bank,they don't agree to it and it takes years to conclude if the customer proceeds legally,ultimately the liability keeps of inflating by leaps and bounds.
Whether the entire query is true or false or for academic knowledge,the querist has taken pains to draft a lenghty submission of the problem faced by the customer.The private banks in particular are keeping aside many RBI norms and strictures, and acting on their own in recovering money from the defaulters,despite the banks being at fault.
P. Venu
(Expert) 17 October 2015
The query suggests many issues as regards to deficiency of service as well as attempted defamation.
The former issue could be dealt through an action in a consumer court and latter issue by criminal action. However the criminal action requires some credible evidence.
radha
(Querist) 17 October 2015
Sincere thanks Lawyersclub and all respectable Experts, for your replies.
This query is not for any academic interest.
The customer is respectable citizen, an Ex Senior Management Officer, has been heading a Zone, a top Performer of his time, runs own business now, is disciplined and organized from the very beginning, was recommended for MBA by his company and MBA of those times, esteemed member of his community and the community is influential, is well known person , is from a very well to do family, owns property at prime locations, and has good cash reserves and assets.
The customer is busy man and goes to bank only once in a month to make the payment, whether the Bill is supplied or not.
The customer has not been argumentative, but persistent and demanded service and respect, that each customer deserves as a matter of right from a bank and bank staff.
The cardholder has not defaulted on payment even once in 18 years. Citibank is aware of it.
Citibank does not send the bills to all customers by Courier. It does it by ordinary post.
The customers that demands it by speed post and stick to their demand are put on courier, and courier is invariably blue dart .
Citibank did not deliver the bills and customer would call the bank and ask the amount and pay........................and ended up paying more than dues in Bill, as many times he was told amounts till date of phone call.....................Whereas only the amount in the Bill was to be paid.............
It is interesting that Citibank does not pay equitable interest/finance charges that is almost 4% per month, on amounts that are collected above amount in Bill.
The customer has the evidence that Bill etc was delayed, by Blue dart, renewed card was not delivered,etc and courier was deficient and many times courier did not visit the address and on complaint posted false information that 'Customer declined to receive'....................etc............
The street of customer is CCTV covered. The Area Manager of the courier instead of sending a written communication,sent his men to private property of the customer and whole incidence of was reported and based on evidence Blue Dart/DHL courier was blacklisted in writing. The record of malpractices by Blue dart Courier is sent to MD of the courier.
Citibank claims courier picked up packet on dated...............after printing, whereas courier raises Airway Bill a few days later..............from the date bank claims, and then takes say 4 days to deliver. Whereas a ordinary post is delivered before 4days or in 4days.
So after courier was blacklisted, customer instructed to send everything by Redg. Post. In this case Citibank always post in its computers that bill is sent by redg. post on dated 23rd (statement period is 22nd-21st) and when pursued has stated so in writing and even allots Redg. Post Number, and the redg. post number is not fake however the date is fake,as investigated and confirmed by Post Office, in writing. The date of actual booking by Post Office is sometimes is 5th,7th, 8th of next month. While 8th is date of payment of Bill. The Bill is delivered by Citibank, after due date of payment.
The BM in bank and his staff is placed to serve the customers. The BM and none of his staff ever complained to their masters and never asked their Management to improve. They could have asked to terminate the deficient staff.
The customer asked the local BM to send the Bill from his branch by Redg. Post and even affirmed to pay charges for it, but they never agreed. The delayed and non supply of Bill is cash flow for the bank, by illegal means.
Why would they agree?
In hush hush tonnes the staff has agreed that the staff that takes complaint such levels in Citibank shall be terminated.
The customer does not believe in giving emails, phone numbers to banks as he has been subjected to fraud.
It is not mandatory to give email or phone number. bank is liable to not just dispatch but supply the bill in time.
Citibank has overcharged on cash withdrawal by Credit card, and it know that it has overcharged. The local BM and his management has never explained the charges in writing, despite written complaints.The local BM was pressed to ensure that explanation is supplied but local BM and his staff and everyone is arrogant.Nothing is supplied in writing and bank is silent on points where it is deficient.
The card and add on card was sold by local branch.Local BM and local branch has access to all information and service and can and could have served properly and pursued to provide proper service and resolution of complaints. The current local BM is worst of previous ones and has been rude and rough in branch.
The customer has recorded his conduct and complained of his conduct. The local staff knows that customer has recorded and have also informed their superiors. Since then BM, and In charge of CC of his branch somewhere in other office are vindictive, and since they have nothing against the customer they have leveled false allegations of derogatory/abusive language.
The customer has demanded to bring CCTV footage and audio recording on record based on which such allegations have been leveled, and decipher meaning of each word by customer and bank staff. But bank is silent on it after issuing the notice to cancel the card.
The customer is determined to act.
Please advise all steps that customer can take.
radha
(Querist) 17 October 2015
The customer has the evidence that cheque is debited from a/c on and before due date and has shown the evidence to local BM, still Citibank's and its local bank has not admitted in writing that it has acted illegally and has not agreed to beg for apology and refund the overcharged amount.
Can the customer demand equal penal charges from bank, and right to set off like bank?
SAINATH DEVALLA
(Expert) 17 October 2015
The customer now has two options,
1.File a case in the consumer court,attributing deficiency of service by the bank,flouting the norms as laid down by the RBI.
2.Complain to the Banking Ombudsman regarding the same. After so much of hardships he has faced,I don't think the bank will rectify its mistakes.
H.M.Patnaik
(Expert) 17 October 2015
I believe your query is adequately answered by now.
radha
(Querist) 17 October 2015
The local branch has allured and sold the Add on Credit Card to spouse of the card holder and now both husband and wife are being subjected to harassment.
The cancellation of card shall adverse bearing on both husband and lady.
Can both proceed against the bank?
The local BM has as per unofficial sources has pushed forward and forced a female employee of the bank, to level charges of derogatory language.
Although the person from Citibank that is writing letters/notice for cancellation/alleging derogatory and abusive language has declined in writing to write his name and actual address. He/she writes a post Box number only on letter head of Citibank.
The local and all others have declined to write actual address of MD/Business Head of the bank.
Can the BM and the person writing letters/notices be summoned by name?
If the bank declines to provide the copy of CCTV footage with audio that bank has , how can it level charges?
Can the CCTV footage with audio be demanded as a matter of right and put to examination and decipher the meaning of each word to call the bluff of the bank and bankers?
Please advise.
SAINATH DEVALLA
(Expert) 18 October 2015
Addon cardholder cannot be subjected to harassment by the bank, is an additional benefit given by the bank and it is accepted only by the cardholder.The facility of the addon card is that the holder can utilise it along with the original card holder.Even the PIN number for the addon card is different.Addon holder dosen't sigh any document.Even minor's can be given addon card.
SAINATH DEVALLA
(Expert) 18 October 2015
But the addon cardholder too attracts CIBIL in case of default by the original cardholder.
Kumar Doab
(Expert) 18 October 2015
1. If Citibank has stated in writing the date of dispatch of bill by Redg. Post as 23rd of the month but has actually handed over to Post Office for booking on 8th of next month then it is paying fraud with Central Govt Dept. of Post as well.
You seem to have reply from post office giving actual date of booking the Redg. Post and it in itself is irrefutable evidence.
PO can lodge a separate inquiry and complaint.
The Citibank probably collects the Registered and Speed Post letter bar Codes in bulk from Dept. of Post/Post Office near to them.
The the game played is as simple as that the bar Code is entered in their computers on the last date of monthly bill period (say 23rd as in your case) but is franked on due date of payment i.e. 8th................and it is handed over to Post Office on 8th.
Thus the cover is booked on 8th of the next month (that is your due date of payment) , while it is shown in computers as booked on 23rd of last month. If it is not fraud then what else it is.
This is also a shrude act by habitual offender, cunning mindset if you relate it with the investigations by investigating agency of Govt. if India: MRTPC................
This is to hoodwink the MRTPC, RBI,IBA as well.
The Dept. of Post and Post Office may also file for 420 with it.
2. If payment from your bank is debited on 8th then Citibank can not levy any charge for late payment.
If it has not refunded it despite your complaint then it is arrogance and staring not only at you but all rights of citizens of Republic of India and law of the land, regulators, too.
3.If the female employee is acting on instigation and illegal advise of her bosses then it is unfortunate and is transgression on her part.
She should have rather complained against her bosses.
If you have recorded the episodes then place it on record in court of law.
4. The husband and lady both may circulate the evidence and matter in their circle, communities, Institution of print and electronic media, police, consumer forums, courts of law, NGO's,consumer help groups, and regulators, investigating agencies,ministries, ministers, in India and abroad and let the bank and bankers be popular again for their transgressions.................... and face lawsuits.
YOU MAY WAIT FOR MORE INPUTS AND KEEP THE THREAD ACTIVE.
Kumar Doab
(Expert) 18 October 2015
1. http://www.citigroup.com/citi/about/our_leaders.html?group=boardofdirectors
Citi's Board of Directors
2. https://www.online.citibank.co.in/portal/pdf/Senior-Management-Details.pdf
https://www.online.citibank.co.in/press-room/executive-muge-yuzak.htm?eOfferCode=PRLNAV
Muge Yuzuak
Head of Cards & Personal Loans for Consumer Banking
Citibank India
MD and Country Head, Cards and Personal Loans
https://www.online.citibank.co.in/press-room/pramit-jhaveri-blog/executive-pramit-jhaveri.htm
@ PRAMIT - CEO, CITI INDIA
Pramit Jhaveri,
CEO, Citi India
Chief Executive Officer
Citi India
Citi Centre
First International Financial Centre:
Plot Nos C-54 and C-55, G-Block,
Bandra Kurla Complex,
Bandra East, Mumbai 400051.
Pramit Jhaveri
www.citibank.com/india
3. http://www.citigroup.com/citi/about/our_leaders.html
Operating Committee
http://www.citigroup.com/citi/about/our_leaders.html?group=senior-advisor
Bill Rhodes Citi Senior Advisor
4. http://www.citigroup.com/citi/investor/ethics_hotline.html
ETHICS HOTLINE
Banking Ethics
The Citi Ethics Office is located in the U.S. and may be reached in the following ways:
Call the Ethics Hotline, a toll-free number (available 24 hours per day, 7 days per week, in multiple languages) at:
(866) ETHIC 99
Call (212) 559-5842 (direct or collect)
Dial your country access code and (866) 384-4299
Choose the country you are calling from the drop down menu:
Country:
E-mail: ethicsconcern@citi.com
Mail to
Citi Ethics Office
1 Court Square, 24th floor
Long Island City, N.Y. 11101
Web site submissions:
If you wish to submit an ethics concern via the web reporting system, you can do so here. Just select your language below.
Please consult Citi’s Code of Conduct (available in 25 languages) for more information
about Citi’s ethics guidelines.
You can submit your concern anonymously if you wish.
https://www.citibank.com/citi/contact/ethicshotline/form.htm
http://www.citigroup.com/citi/investor/corporate_governance.html#code-of-conduct
http://www.citigroup.com/citi/investor/data/codeconduct_en.pdf?ieNocache=463
http://www.citigroup.com/citi/investor/data/bddircom.pdf?ieNocache=307
Kumar Doab
(Expert) 18 October 2015
Your counsel may opine to make the post office, Dept. of Post Office, and senior management of Citibank a party.
K.S.Srinivas
(Expert) 19 October 2015
I agree with the advice of the all the experts.
T. Kalaiselvan, Advocate
(Expert) 22 October 2015
Appreciably an elaborate discussion on the subject issue by all experts.
Kumar Doab
(Expert) 29 October 2015
You may go thru:
http://www.lawyersclubindia.com/experts/Lic-home-loan-interest-567006.asp#.VjIHX25-jMo
radha
(Querist) 29 October 2015
I am unable to post in above mentioned thread, so I am posting here.
@@@ The Credit cards have renewed after 3 years.
Old statements that are available should be sufficient to prove there has been no default. CIBIL record is also available. Citi Bank if asked shall also reply that there is no default since there is no default in payment and each bill has been paid, well in time.Citibank staff offered add on card, in branch. Add on card form was filled and submitted and acknowledged copy is available.Add on card transactions are billed in the same bill of principle card holder and are paid well in time.
@@@ The complaints have been lodged in writing by letters, by complaint forms and acknowledged copies are available.The street is CCTV covered and Blue dart courier has not visited the address.The evidence and complaint has been lodged with Area manager, HO of Blue dart courier also and courier has apologized.
Citibank was informed of the evidence and apology.
Citibank has not taken any action on courier. Citibank has simply pressed that it employs Blue dart courier and continues to use it.
@@@ Blue dart might be a multinational courier however the customer has full right to blacklist the courier and prohibit from visiting his address. The MD,VP of the Blue dart Courier, Area Manager have been informed of blacklisting in writing and prohibited from coming to private property of the customer ever again. The local police station is also appraised.
@@@ The Redg. Post number can be fetched by any branch from the o/o Citibank from which bill is generated or dispatched. The Redg. post number is available thru computers in the Branch also. The customer has taken up the matter in writing with acknowledgment, with Local BM,Regional Office, Delhi Zonal Office, Grievance Redressal Head-Chennai, Principle Nodal Officer-Mumbai, Head-CC-Mumbai, MD's office-Mumbai etc, in writing. Local BM and Concerned office of the Citibank at Chennai ( address is of Post Box number and Mail Room) has also stated Redg. Post number in writing, and arrogantly asked the customer to go and check with nearest post office.
Invariably at least 15 times, the dispatch date is written by Citibank officials, as 24th (Bill Period is 22nd-21st).Customer has received reply from post office that Bill is not dispatched on 24th but say; 8th of next month ( i.e due date of payment) or 5th or even later.
The envelope containing bills bears the stamp of dispatch on 8th of next month ( i.e due date of payment) or 5th or even later. The bill is supplied after due date.
This should be sufficient for Citibank that it has been making a false statement.
Customer pressed Citibank to supply the POD. Citibank supplied a computer made printout showing only the redg. Post number without any date and claimed that this was dispatched on 24th, although it was dispatched on 8th of the next month (i.e due date of payment of bill).
Local BM of Citibank was pressed and he was asked to log in to post office website ad check the tracking of Redg. Post and local BM has admitted in writing that date of dispatch supplied by Citibank is wrong and false.
Thereafter Manager –Customer care on learning everything has arrogantly asked to buy CC from any one else in market.
@@@ All papers are carefully kept in files.
@@@ Citibank has apologized in writing for not having received the bill in time and late, but in the same breath has stated that bill was dispatched by redg. post number.................. on dated 24th.
Citibank has also written that you can ask by phone, email, and obtain some HPIN etc.
Customer has declined to call or send email or get email and demanded to dispatch redg. Post in time.
Earlier Citibank collected more than amounts in Bill and adjusted in next bills.
However why should customer pay before due date,more than amount in the latest bill!
Customer has written time and again and pointed out RBI guidelines and now recently has even about MRTPC findings mentioned above, and about 100 judgments delivered against Citibank and wants to construe that that Citibank is habitual offender, arrogant, and exemplary punishment be awarded.
Customer has pointed out from bank pass book that the cheques have been cleared from bank a/c on due date still Citibank has levied penal charges but no illustration of penal charges and calculation of penal charges is explained on reverse of the bill and demanded that the calculation of penal charges be explained in writing by letter. Current local BM agreed that these have to be explained and shall be supplied by letter thru Redg. Post. But it has not been supplied.
The current local BM used to stare at customer and adopted intimidating tactics and did not stop despite being asked to mend his ways.
Customer also declared in branch that the representation shall be recorded by customer and has recorded, since no one objected to it. This has also unnerved the current local BM.
The current BM and Manager-Customer Care have become vindictive and are hellbent to harass with false allegations of derogatory language.
Customer has demanded CCTV footage with audio and affirmed to pay any price for it so that each word and statement can be deciphered.
Citibank has not replied at all.
radha
(Querist) 30 October 2015
The consumer forum has granted Ad Interim order restraining Citibank to deactivate/close the Card.
The judge suggested to handover the copy of order to local BM.The Deputy of BM after speaking to his bosses started harassing by asking to bring typed covering letter with order then to write a covering letter again in capitol letters then declined to affix acknowledgment seal and signature with date on copy of covering letter and order.
The original order and covering letter was examined by atleast 4 Citibank Employees.
After long wait he affixed seal and signature with date on copy of covering letter and order but declined to mark OSV.
Thereafter the BM (AVP also) asked to wait for some time and spoke to his bosses.
Then the Dy BM came to customer and mischievously asked to show the acknowledged copy of order and covering letter stating that they will mark OSV also but came back after some time after going inside the cabin of BM and came back and declined to return the acknowledged copy of order and covering letter and tore both of these.
The Dy BM and BM returned the copies collected by them and stated that no acknowledgment shall be given and no copy shall be collected by them, and asked to leave the bank.
The counsel of the customer suggested to send minutes of meeting and order of consumer forum by speed post and lodge police complaint.
The customer has lodged police complaint and the police official has agreed to see and collect the CCTV footage with audio and take action thereafter.
The counsel has also suggested to move application before consumer forum to call for CCTV footage with audio and file contempt of court.
Kumar Doab
(Expert) 31 October 2015
You can also report the matter to RBI, CC Member associations, MRTPC, etc...
