Dear Sir

I am using Titanium one credit card by ABN AMRO Bank (now Royal Bank of Scotland) since last many years. My card no. is 5239504004354141. I have never delayed the payments in all these years. But there has been a problem since March 2010. The chronology of the events is as follows:
- I dropped a cheque of Rs 3500/- on 03 March 2010 for the bill of Jan-Feb. The cheque got misplaced by the bank and I received calls from them asking me to make the payment again. I was not in the town at that time so I neither could I check my account for the payment nor could I arrange for any alternative method for the payment. Due to this confusion, I could not make the payment for the next billing period (Feb-March). I would also like to add that I had not been getting the statements and have been making the regular payments only against the SMS. Though the bank received the payment as they were able to locate the cheque somehow, they did not send any message to intimate about it.
- Then just before the next billing period (Mar-Apr), the bank sent an executive person to my home to collect the payment and it was embarrassing for me as I had never faced this type of situation. I received the duplicate statements of the previous months from that executive only. I was surprised
to find that the cheque that was dropped on 03 March was encashed by the bank on 25 March 2010 and I was not intimated about it and also failed to sent the statement for the next month. A late fee of Rs 650/- was levied on my account and when I requested for its reversal it was refused by the bank.
- As there was a gap of one month’s payment, so the minimum amount due was doubled. I agreed to payment the entire minimum amount only if the bank agrees to reverse the late fee as it was the laxity on the part of the bank who misplaced the cheque.
- Since then, a late fee of Rs 650/- is being levied on my account every month.
- A similar incident occurred again in the month of June. I dropped a cheque of 3900/- on 04 June 2010 and on 19th June 2010, I received a call to make alternative payment as the bank had again not received the cheque. Co-incidentally this time I was holidaying with my family and being a Saturday I could not arrange for an alternative payment. I agreed to make the payment on my return.
- When I further enquired from the bank about the payment I was told by their executive in Chandigarh that the cheque was dishonoured by the bank. Had it been the case I would have received the cheque from my bank alongwith the reasons for it being dishonoured. So I asked the executive of RBS to send me the copy of the cheque with the details and the very next day the same cheque got encashed by the bank. I could not understand the reason behind it.
- Since then I have been paying a fixed amount of Rs 4000/- every month to bank against my total amount due. There has been no transaction on this card since January 2010.
- After my repeated requests only one late fee of Rs 650/- was reversed in the month of August 2010.
- In September, I received a call from RBS for the full and final settlement of the account. They agreed to give me a waiver of 25% after reversing the late fee for the entire period. I agreed to their terms and condition and when I received the letter regarding the same, (Ref: CN03092010027 Dated: 06 September, 2010 ) the late fee was not reversed from the amount. So, I refused to accept the letter till the terms and conditions match with whatever was committed over the phone.
- In October, one of their executives, Mr Gulbaz Singh called me and asked me to start paying the amount and he promised that he would try to get me an additional waiver of Rs 3000/- which was the late fee levied on my account. I paid my first instalment of Rs 8500/- on 12 October 2010 But I continued to get the calls from RBS regarding the payment. Initially I ignored those calls as I was paying the agreed amount in instalments and subsequently I paid the second instalment on 15 November 2010 . To my surprise, I am still getting the statements from the bank where the total amount due is reflected without any waiver. Also , everyday I receive a call from the bank about the payment. I am being threatened and harassed by their executives and now I request you to please look into the matter.

Regards

Vrinda Sharma
# 1515, First Floor, Sector 38 B, Chandigarh
9876694206