| Address: Maruthi Mansion, 548/D, 1st Floor, Chinmaya Mission Hospital Rd, Indiranagar, Bengaluru, Karnataka 560038 |
Hi,
Name - rohit kumar mishra
City - bangalore, karnataka
Contact - [protected]/[protected]
Loan id[protected]
My name is rohit mishra, i had a 2 wheeler loan with hdcf bank which was closed in march 2020. As a regular process, i was supposed to receive my vehicle noc from the bank. On march 09, 2020 i received an information message where it was mentioned that my noc is being dispatched, but there was no contact details of the delivery agent and also i did not received any calls either from the bank also from the delivery agent upon rech for delivery. Now, after few days i received again a message from bank saying my noc returned undelivered and i have to go and collect it. Soon after this incident nationwide lock down happened which effect people's movement. I could not visit the bank in the same period as i was not sure which days bank is open and which days it is close. There is no point of contact to bank right now, you cannot chek when they are open and when not, on website it updated as a regular status just for formality, i have been chasing the customer care to provide me the solution for the same issues. Customer care also is not available due to covid crisis, even now the system has started running smoothly allover the country.
When i could not reach to any of the bank representative or had any clear picture of operations i wrote an e-mail regarding the issue on 3/21 and followed up on 6/19. The part of conversation are listed below.
External message*
Hi alpesh,
Further to my query against my loan id[protected], for which noc was not delivered.
Please go through the points below which are left unanswered. Kindly revert back with enough proof.
When the noc was sent, none of the executives had contacted me before reaching the destination, moreover the bank has not shared any details with me regarding tracking of my package. Why so? Is it not banks responsibility to contact their customer before delivering the package or share the package details with them?
When i received the call yesterday from one of the hdfc representative via landline[protected], he asked me my email id and confirmed me that re-attempt of delivery will be taken from the bank side as due to lockdown delivery was unsuccessful, but here on mail i am not seeing any of the said information provided me over call.
Moreover, today i have received again a call from mr. Ramesh, one of hdfc executive via mobile [protected] and he has asked me to collect the noc from the hdfc bank branch of indira nagar, bangalore by paying the amount of 500 rupees. May i ask why? Why this charge i have to pay when there is no delay from my side. Firstly, the bank has not taken any initiative to update their customer about their package so that he could have tracked and managed to collect the package, moreover it was said it has come undelivered and the executive has accepted that it was from the bank side then why i have to visit the branch now? Well in my opinion, if a customer does not have any idea about the package he cannot collect it. It is the bank's responsibility to provide enough details to their customer before claiming such a statement.
Also, when the lockdown was imposed in the country, movement of individuals was restricted, at that time how you suppose to believe the customer to collect the noc by visiting the branch, and now the bank is saying i have to pay charges to collect my noc? Isn't this ridiculous?
Kindly provide me with a satisfactory explanation of the above questions and re-arrange the delivery for my noc.
External message*
By this time i have got the information that i need to pay 500 rupees to collect my noc.
I visited one of the nearest branch after the lock down norms were eased in may 2020, where it was advised to me that i have to visit a particular cmh road branch, bangalore branch (Address mentioned in the address column) for more inquiry. I visited the branch on 07/15 and after reaching the bank branch i got to know that branch is closed due to some emergency reason. Now again i visited the branch on 07/28, firstly i was not allowed to enter the branch to meet any of the executive, moreover security guys at the branch were telling me again to come in the morning and collect the token and then the appointment will be fixed.
Now, question is :- where is the responsibility of bank to inform their customers for any changes in their work routine, there is no point of contact and no one is taking any responsibility to address any new sop or update to their customer, it s a total of 12 km distance of the branch from where is live and moreover i am a working professional. I personally took 2 times purposely leave for this occasion as the regular working days crosses with my company working days. It is not practically possible for me to re-visit the branch again and again.
First of all, the bank should have provided me the tracking details for my noc if it was tried to be delivered, which was not given. I could have collected it after reaching to the delivery agent or any one through tracking details.
Secondly, there is no valid reason for them to charge a customer 500 rs for their work, it is bank's duty to deliver the customer documents to the customer and they cannot charge for that. Simply saying the noc could not be delivered does not justify your responsibility, show me the proof.
Moreover, my efforts were always to collect it on my own even after such bad customer experience and as a result still i am not having my noc.
Solution:- i need my noc to be delivered to me in a fair mean, no charges and less hectic system. Also, ask bank to understand and value their customers. Sitting behind air-conditioned walls and not allowing your customers to enter in the branch, what type of rule is this? I was not even allowed to talk to any of the representative, security guy was, it is so exhausting to see how a customer experience is placed in the public sector entities.
Was this information helpful?
Post your Comment