This is with reference to Card No. 5543 7586 8104 5346. Wish to bring to your kind notice that pertaining to last month's statement generation and subsequent payment I had to face huge unexpected hazards from your end.
FOR YOUR INFORMATION (HOPE YOU WILL SEE IN YOUR RECORDS) THAT TILL APRIL' 2010, I HAVE NOT FAILED TO MAKE ANY PAYMENT.
However, I am mentioning below all the issues & hazards point wise which I have faced from your end till date:-
1.As per my normal payment schedule I was paying an amount of 4000/- (approx) every month well within due date.
2.Due to some medical urgency in my family I have to face a severe financial crunch for last few months. When I got the calls from your executive (MR. RAM) regarding payment, I requested him to wait for few days (mentioning the problem I had to face for this medical urgency) within which I can manage fund and I can make the payment. Inspite of all these I was told that I will be again called next day for payment follow up and IF I DONOT GET SUCH CONTINUOUS CALL FROM YOUR END – I WILL NOT GIVE PAYMENT.......Under such family issues and after having such a good track record, Is this the appropriate behavior/comments a CUSTOMER expects from your end? Please understand being a customer I had no intuition for non-payment (repeatedly I told the same to your telecalling executives) after having a good relation with your bank for the last 6 – 7 years and moreover for this payment, I used to get minimum 6 calls per day on a regular basis.
PLEASE DO NOTE THAT EVERY MONTH I HAVE MADE PAYMENT OF MINIMUM AMOUNT AS COMMUNICATED BY VARIOUS COLLECTION TEAM / TELECALLING EXECUTIVES. I HAVE NEVER BEEN A DEFAULTER IN PAYMENT TILL APRIL ‘2010. I ADMIT THAT DUE TO ABOVE MENTIONED REASON I HAVE NOT BEEN ABLE TO MAKE PAYMENT WITHIN THE DUE DATE BUT DEFINITELY MADE MINIMUM PAYMENTS EVERY MONTH, FOR WHICH BANK HAS BEEN CHARGING LATE FEES AS WELL.
1.In the month of March 2010 one of your executive (Ms. Puja) had called for payment, and whatever amount was communicated by her was also paid by me that very month. I had requested her if the late payment charges could be reversed then it would be of great help to me. To this she committed that a reversal of Rs. 1800 will be given and that it would reflect in my next months statement. After this I had repeatedly called up the customer care about the reversal but to my surprise I was told by Mr. Sharat (customer care executive) that no such request was escalated and that he would definitely get back to me in this regard. Mr. Sharat also communicated to me that I have a minimum outstanding of Rs. 697/- on my card account (ending with 5346) and Rs. 3072/- on my Instabuy account (ending with 2182). I had told him that I will make the payment once he gets back to me about the reversal issue. I have not received any call from him till date.
2.Instead Mr. Ram calls me up again and says that I have a minimum outstanding of Rs. 17000/- this month and that I need to pay the amount immediately. I again explained him about the reversal commitment given to which he said since I have made minimum payment not within due dates the bank will not give me any reversals. He had also behaved rudely and used abusive language saying I had no intension of making payments. He kept the phone and immediately called up my residence to again say abusive language to my inlaws and threatened them that he would take up the matter legally. To this my father in law who had received the call and who is aged and was already unwell has again fallen sick.
3.I again called up the customer care and spoke to Rehana who communicated that no reversal will be given and that my minimum outstanding would be Rs. 10980/- (for my card ending 5346) and Rs. 2065/- (for my instabuy account ending 2182). Now isn’t this misguiding the customer?????????? Claiming separate amount every time I get a call or I call up to figure out???? When I have been paying approximately Rs. 4000/- every month as minimum amount, how could in a particular month my minimum amount mount to Rs. 17000/- as communicated by Ram?????
4.Being unsatisfied with whatever explained by the various tellecallers / customer care executive / collection executive, on 10th May I called up customer care and spoke to Mr. Jibran for statements from day one so that I could get a clear picture about my outstandings and minimum payments due and make payments accordingly. And to my surprise he has told that I would get only last 3 months statements FOC, and for the rest I will be charged Rs. 175/- each for per months statement. Now, is this the rule of RBI or SCB??????
5.However, as usual again I received a call from RAM today morning at residence and spoke some very offensive sentences to my husband like....”Your wife is a fraud is reluctant to make payments and hence putting up lame excuses for not making payments. She has to make a minimum payment of Rs. 17000/- immediately failing which RBI will issue legal notice.”
I have few questions on this regard:-
1.How can you conclude that your customer is fraud and reluctant to make payment?
2.Can't your customer face bad times due to financial crunch (with proper intimation to you) and can pay taking some time who is having a good history of paying all within time for the last 6 – 7 years?
3.Even if any customer is paying late, the bank with full sanctity claim late payment charges....after which why a customer and her family members shall face such offensive languages from your executive?
4.Even after repeatedly speaking to the customer over phone how can the collection team give threatening calls at residence, speaking abusive language as well as communicating that legal action will be taken??
5.Why does various people from bank call up to say different amount of minimum payment? Does any bank accept payments even one paisa less than the minimum payments in a particular month?
6.If a customer is dissatisfied with the explanation of the customer care executive about statement of accounts of the customer, the customer can definitely claim to see the statement from day one. In this regard why will the customer have to pay charges for the statements?
However, I also work in service sector and in the same we believe that “CUSTOMER IS GOD” - Hope SCB dosen't believe in this !!!!!!!!!!!!!!
If according to you a customer is fraud and a customer will not pay if not regular phone calls are made that too having a good relationship for long 6 - 7years and if the bank wants to issue legal notice even after repeated harassments – hope you will not be astonished if a customer is bound to move against you under this circumstances.