What is the underlined reason??? If bank has erred and has been deficient in any of its service have you ever complained in writing?????
You have posted that:
---“ This has been ongoing since 2010 where by the bank staff (or collection staff) have been threatening & harassing my son & my family members (including my parents who are senior citizens) to make payments.”
The bank or its recovery/collection agencies can not call any one other than its client leave apart intimidate or coerce any one including borrower.
RBI has issued guidelines on bank’s liability to put checks and controls on its agents and staff. Each one has to pass a test.
Bank has to supply a letter ( not just claim it was dispatched) to client mentioning the full name and address of the agency and the agent has to seek appointment before coming and carry copy of the letter issued by bank and I.Card.
--“ We have tried to get our chartered accountant Mr Sudhir Shah involved in this matter to get this sorted as the bank staff (calls & personal visits) was being abusive, threatening & offensive. The bank staff did contact Mr Shah in mid 2010 when the follow up soon turned to arguments & then abuses (from the bank staff).”
The bank has abused a CA????
Record such calls in future and lodge police complaint.
Request your CA to be witness and lodge a police complaint.
--“ We (including my father) have complained to the bank on multiple occasions (both by phone & email) however, all this has not helped. The offensive behaviour would stop for a few weeks & then re start in full flair.’
Caution and warn as suitable at your end the MD of the bank Aditya Puri;
narrate all incidences with phone numbers, dates…..
Demand exemplary compensation from this Puri.
Confirm that you have appointed your CA to deal with the bank on your behalf and in future bank should get in touch with your CA only ( don’t Give phone numbers ) ands its application for appointment in writing and must report at the appointed time, date and venue, with all papers and I. Card.
Ask the bank employees/agents to show their I.Card…
Record the meeting.
Bank does not want to liaison with lawyer/CA as it won’t be able to extort the sky high amounts in the name of settlement.
--“ am worried of his well being & security as he is my only son.”
Supreme Court of India has passed judgments and as per the judgments and RBI guidelines bank has to obey the rules and guidelines….e.g:
Guidelines on Fair Practices Code for Lenders, Master circular on outsourcing financial services, Master Circular on credit card operations, Circular on ‘Code of Bank’s Commitment to Customers (COBCC)
_-“ Where did the bank find the contact details of our friends / relatives who are in no way related to this matter?’
This is illegal. Latest is the case of Mr. Arun Jaitely senior leader of BJP.
Demand that Aditya Puri reply in writing to it.
Report to Police commissioner.
---“They have been trying to involve all the possible third parties (complete strangers) into this matter.”
---“We have had conversations with his office staff who have informed that they will be lodging a formal complaint at a corporate level as this is not acceptable even from a corporate / professional view point.”
What does it mean?
The office staff is contemplating to escalate the so called non payment of personal loan of your son to corporate office?????? Some companies view it seriously and this could result into termination of employment.
Or The office staff is contemplating to be witness for your son that HDFC Bank collection/recovery agencies have been calling your son’s office without any right of doing so?????
---“ As per my relatives, friends, son’s office staff who have received these calls & their receptionist who has spoken to the bank staff in person, the staff members are Sushma Yadav & Rahul Autade from the HDFC Kanjurmarg branch.’
Most Probably this is a recovery agency and as per RBI guidelines the Bank has to keep the list its recovery agencies on its web site.
You may check and download, and record date of downloading.
---“ As I myself am a senior citizen,”
Lodge police complaint/FIRs and as many as possible. Meet the SHO, Police Commissioner.
Tame and shame the bank and its MD.
They are habitual Offenders.
--“ I have made complaints to RBI & bank's nodal office (Nevelle Mistry), but all in vein.” No one shall do anything. Record all calls ( audio/visual) and prepare your case.
Narrate everything to Puri and Commissioner of Police.
There are many threads at LCI on the conduct of this bank, and others. You may get in touch with harassed customers/citizens, form a group and meet Subbarao in person and escalate to print and electronic media e.g.;
----Report the matter to Governor RBI: D.Subbarao
--You can access the decisions of Dist, State, national Consumer Forums on this bank at:
--Some of the consumer help groups have been doing good job e.g.;
Credit Card Holders Association of India