Originally Posted by Unregistered

Hi,
As per the communication in the mail, I was assured that on Feb-2010 onwards, the EMI would be deducted from ICICI.
I called on KMPL customer care (1800-209-5732) and as per them the documents are received to them on 20th Jan -2011.
So I requested them to talk to me the concerned department. I got a call from Saurabh (from the concerned department of KMPL).
This is the communication between Saurabh and me

Saurabh: We have received the documents on 20th Jan-2011 and ECS processing takes at least 12 working days, So the ECS from ICICI can not be applied from Feb-2011.
Me: When I dropped all the documents on Apra on 9th Jan-2011 (mentioned in this chain mail also), why is this delay of 11 days.
Saurabh: How would I know that you dropped the document on 9th Jan 2011.
Me: What did nobody from KMPL called me that documents are collected on 20th Jan 2011 so ECS can not be applied from Feb-2011.
Saurabh (Rudely): Sir, there is no point for argument and I have been making you understand that documents are received on 9th Jan 2011. Also I told you to mail all those documents to Delhi address but you did not do it.
Me: I had a talk with Yudhbir and he suggested me to drop all the document at Apra auto and also the same I was asked in the mail by customer care. Whom should I listen you or Yudhbir.
Saurabh: Yudhbir
Me: Also in the same way that you can not know that documents are dropped at Apra on 9th Jan how would I know that documents are collected on 20th Jan 2011 to you as I did not got any call regarding this. At least I must be informed that documents are collected on 20th Jan 2011 so ECS can not be done from Feb 2011 onwards.

Again I have the queries:
1. Why the customer is not informed about such things so that he can very well know in advance how to pay the EMI?
2. Why every time concerned department’s executive takes it personally when customer asks some queries?
3. Does not customer have any right to ask his concerns?
4. Why every time the fault/blames are piled on customer?
5. Why every time customer suffers without his fault?

Also, please respond me with my queries, otherwise this time I am going to ask consumer court forum for my queries.
Also training needs to be provided to the concerned department’s executives “How to behave with the customer”. Because one day they may face the same situation.

________________________________________
From: Service Carfinance \Kotak \Prime [mailto:service.carfinance@kotak.com]
Sent: Monday, January 10, 2011 5:37 PM
To: Yogesh Kumar Verma
Subject: FW: Reminder ! FW: In regard of misguidance cf 6468107

Dear Mr. Yogesh

This is to confirm that we are dispatching the Agreement copy through Blue Dart Courier in today at below mentioned address: --

H.No.-655, Street-4
Laxman Vihar Ph-2
Gurgaon-122001.

You will receive the same in 1 – 2 days.

We hope we have suitably clarified your concerns.

Incase of any further queries kindly mail us back on service.carfinance@kotak.com or call us on our toll free no # 1800 209 5732 and we would be happy to assist you. You can also visit us at our website i.e. carloan.kotak.com. Assuring you of our best services at all times.

Warm Regards,
Pratibha Dhyani
Customer Service

________________________________________
From: Yogesh Kumar Verma [mailto:yogesh.verma@aricent.com]
Sent: Monday, January 10, 2011 2:37 PM
To: Service Carfinance \Kotak \Prime
Subject: RE: Reminder ! FW: In regard of misguidance cf 6468107

Hi,
Please dispatch the loan agreement at the following address:

Aricent Technologies
Plot-418, Phase-3
Udyog Vihar, Gurgaon – 122015

Or
H.No.-655, Street-4
Laxman Vihar Ph-2
Gurgaon-122001.

Also, I have attached the cheque’s scanned copy on the back side, I have written loan account no.
I have couriered this cheque.

Thanks and Regards
Yogesh
________________________________________
From: Service Carfinance \Kotak \Prime [mailto:service.carfinance@kotak.com]
Sent: Monday, January 10, 2011 2:22 PM
To: Yogesh Kumar Verma
Subject: FW: Reminder ! FW: In regard of misguidance cf 6468107

Dear Mr. Yogesh

As per our telecom, we wish to confirm that your agreement was dispatched to you on 20th Nov 2010 and same is returned with the reason “house locked”. You are requested to give the correspondence address where the same can be sent again. Further attached is the Interest Principal Breakup for the loan CF 6468107.

We wish to confirm that we are arranging for ECS MANDATE of ICICI BANK from APRA for smooth EMI Clearance from next month – Feb 2011.

For the outstanding EMI of the month of Jan 2011, you are requested to send the EMI Cheque at our correspondence address.

KOTAK MAHINDRA PRIME LIMITED
Plot No 4, Unit No 101
01st Floor, DDA Building
District Centre, Laxmi Nagar
Delhi 92

We hope we have suitably clarified your concerns.

Incase of any further queries kindly mail us back on service.carfinance@kotak.com or call us on our toll free no # 1800 209 5732 and we would be happy to assist you. You can also visit us at our website i.e. carloan.kotak.com. Assuring you of our best services at all times.

Warm Regards,
Pratibha Dhyani
Customer Service

________________________________________
From: Yogesh Kumar Verma [mailto:yogesh.verma@aricent.com]
Sent: Monday, January 10, 2011 11:00 AM
To: Harish Shah \Kotak \Prime
Cc: Yudhbir Singh \Kotak \Prime
Subject: Reminder ! FW: In regard of misguidance

Hi,
I got a call from Yudhbir and as per his suggestion I have dropped Cheque(For ECS swap), ID Proof and Request letters (self attested) at Apra auto.

But further no call from collection agent to collect EMI for Jan-2011.
Also please send loan agreement.
Please respond or ask collection agent for EMI or any online payment option for EMI.


Regards
Yogesh

________________________________________
From: Yogesh Kumar Verma
Sent: Friday, January 07, 2011 11:12 AM
To: 'Harish.shah@kotak.com'
Subject: In regard of misguidance

Hi,
I applied for the car loan from Kotak Mahindra Prime LTD through Apra motors.
The executive from KMPL visited my home with the loan kit. I signed the loan kit and asked for EMI date.
The executive said, “You will be informed the same once your loan is approved.”
Also he gave me one ECS form to get attested from ICICI bank (my saving a/c exists in this bank).
He just filled the ICICI bank branch code, my ICICI saving a/c number and I got it attested from ICICI bank.
On the same day, I got a call from Kotak Mahindra Bank for opening of saving a/c so that the EMI for my car loan would be deducted from that new a/c.
I agreed, so one representative came and got the a/c opening form filled by me.

I went to Apra on 3rd Nov-2010 for the delivery of my car and submitted the ECS (attested from ICICI Bank) on Apra and also gave the processing fee Rs-1500 to Apra executive.
This all happened but nobody from KMPL or KOTAK BANK informed me for my EMI date so I made a call to Apra executive and he said that KMPL executive would call me to inform the same and also I would get the loan agreement delivered to my home. But neither I got call for EMI date nor loan agreement delivered to my home.
In the last week of November, I got a SMS from Kotak saying that my EMI would be deducted on 1st Dec -2010 so maintain the balance in you’re a/c. I opened the saving a/c in Kotak bank with Rs-5000, and I deposited Rs.3600 in Kotak Saving a/c for EMI as Rs-5000 is the minimum quarterly average balance.
On 1st Dec-2010 the EMI was not deducted from Kotak Bank saving a/c but deducted from ICICI Bank and I was just shocked that when I have opened the a/c in Kotak then EMI must be deducted from that a/c only why from ICICI Bank. So I had a feel that after opening saving a/c in Kotak, I have blocked my Rs-5000 as EMI is not deducted from this.
So I sent to the Kotak Bank Branch-Sec-14, Gurgaon and told this story to the executive there and I also asked whether he can tell me how this all is happening but he did not know anything and said that Kotak Bank and KMPL are two different entities and no information can be retrieved for my loan EMI payment. So I requested to close my a/c and withdraw all money.

In January-2001, I waited for EMI deduction from ICICI bank (as happened in Dec-2010), but no money was deducted, I waited for this till 5-Jan and then made a call to customer service number for loan 1800-209-5732 and put my query. He logged the same and told me that I would get call from their concerned department.

I got a call from concerned department, the executive name was Amit. I told him this entire story, he talked very rudely. He said very very very rudely
“You must be aware of all this when you are availing loan.”
“You must ask for your EMI date” (but I asked the same)
“Loan agreement was delivered to your home, why did you not read that.” (The same is not delivered to me till today)
“Lots of loan cases come to me and I can not inform every customer for EMI date, ECS etc information.”
“It all has happened because of your fastness in closing the account”. (I told him for 1st EMI deduction and my feel of blocking of money and not information was provided me on this)
“You will have to pay Rs-500 for ECS swap charges.”
“There is no fault from Kotak, all fault is from your side.”

I asked his name and Employee ID. In response to this he said
“My name is AMIT, App mera kuch nahin kar sakte ho, jo chaho wo kar lena.”

I asked him for EMI collection for Jan-2011 (I put request for this on 5-Jan), he said that executive would come to collect this but till today no one has come.

And he said very very rudely,
“Loan to Priyanka soni ji ke naam pe hain, mujhe to aapko entertain hi nahin karma chahiye”.
I told him to look on the information that I am the co-applicant and EMI deduction happens from my a/c, also the cheques for loan a/c are given by me.


I have some queries:
1. What a customer can do when he is not provided the EMI date, EMI deduction even after asked by customer?
2. What penalty should be applied on Bank when loan agreement is not delivered to the customer on time?
3. What penalty should be applied on Bank when customer calls for asking information and the executive like AMIT misbehaves?
4. What penalty should be applied on Bank he is misguided about the facts and charges?
5. What penalty should be applied on Bank when Bank is not calling the customer for his payment but customer himself calls and asks for collecting the payment?
6. What penalty should be applied on bank when Bank delays in collecting the payment?
7. Why the ECS from ICICI bank was attested when EMI had to be deducted from Kotak?
8. Why the first EMI was deducted from ICICI and then onwards from Kotak Bank?
9. Why KMPL did not know that when a/c in Kotak Bank is closed after failure of EMI payment?

Important Details:
Loan A/c No - 6468107
Customer Care Loan – 18002095732
Concerned Departement (From where Amit called) – 011-66080638)


Note: Please suggest me what should I do. Also, please provide me the answer for my questions.

Thanks and Regards
Yogesh Kumar Verma
Senior Engineer – Testing
Mob - 7838090347


________________________________________
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________________________________________
"DISCLAIMER: This message is proprietary to Aricent and is intended solely for the use of the individual to whom it is addressed. It may contain privileged or confidential information and should not be circulated or used for any purpose other than for what it is intended. If you have received this message in error, please notify the originator immediately. If you are not the intended recipient, you are notified that you are strictly prohibited from using, copying, altering, or disclosing the contents of this message. Aricent accepts no responsibility for loss or damage arising from the use of the information transmitted by this email including damage from virus."
DISCLAIMER:
This communication is confidential and privileged and is directed to and for the use of the addressee only. The recipient if not the addressee should not use this message if erroneously received, and access and use of this e-mail in any manner by anyone other than the addressee is unauthorized. The recipient acknowledges that Kotak Mahindra Bank may be unable to exercise control or ensure or guarantee the integrity of the text of the email message and the text is not warranted as to completeness and accuracy. Before opening and accessing the attachment, if any, please check and scan for virus.

Dear Mr. Sharma,

As per our telecon, we wish to confirm that the ECS from ICICI will be activated from 01 Mar 2011.

Incase of any further queries kindly mail us back on service.carfinance@kotak.com or call us on our toll free no # 1800 209 5732 and we would be happy to assist you.

Regards, Kotak Support Team