HDFC Bank — Credit card issue

Address: New Delhi, Delhi, 110029

Dear sir/madam,
This is to inform you that this is the worst kind of service i have received from a very reputed bank. I have been harassed so much that i cannot narrate. I have been made to run from pillar to post for no error of mine. This is due to the lack of service on your part or you all make a living on fleecing people like us, i cannot understand.
I have no option now however to escalate the issue to banking ombudsman as you have harassed me to the core.
Narrating the events once again for your kind reference so that you may close this issue once for all else i will have no other option but to file a police complaint also for harassment and fraud.
Chain of events
This is regarding the complaint against my hdfc bank credit card no [protected] in consumer forum (Complaint no 145961 on 31.01.2017). I am here summarising my complaint once again.
I was using the above-mentioned hdfc credit card since june 2011. The card used to be periodically re-issued by the bank (Approximately every 2 year).in august 2015, i was re-issued new card no. [protected]. Following this, i was not able to access my account details on the hdfc website for which i called hdfc customer care more than 35 times. Every time the response of the customer care executive was “we will respond to you in 7 working days”. But neither did i get a response nor was my query solved. I repeatedly called customer care continuously from march 2016 onwards more than 35 times yet i could not get the problem rectified. Meanwhile one of the customer care representatives suggested that i send a screen shot of the login page with the ensuing error message. I dutifully complied and mailed the same two times yet, there was no response from bank.
In the period between december 2015 and january 2016, i purchased a mobile worth rs.49365.00 (16.12.2015) (Three emi) and some other things approx rs.5000 (Total approx 55000.00).
After this, i have not used this card.
I deposited first emi on 26 jan 2016 of rs 19000.00. I again approached the customer care executive as i could not view my statements online and frustratingly there was no solution yet. Then i searched for any hdfc representatives (That i erroneously thought could help me in sorting out the issue) and e-mailed them but still got no response. I have listed out the e-mail addresses below on dated 08/02/2016, 15/03/2016 and 06/05/2016. (Please see — annexure i)


Aditya. [protected]@hdfcbank.com,
Customerservices. [protected]@hdfcbank.com,
Customersercives. [protected]@hdfc.com,
[protected]@hdfcbank.com,
Chairperson. [protected]@hdfcbank.com
Hdfc bank credit cards,
Few of the complaint numbers that i contacted are: [protected], [protected], [protected], [protected], [protected], and [protected]
Second installment (Emi) was done on 25.04.2016 totaling rs. 18000.00.
After that my card was blocked by the bank.
Since, i was still not able to access my account, i approached the branch manager and mr. Jahagir alam (Mob.[protected]) of hdfc bank, south extension ii, new delhi, they suggested that i go and meet the bank officials at 5th and 10th floor ansal classic tower, rajouri garden, new delhi. I went there and they further re-directed me to mr. Gurjeet oberai ([protected]) and mr. Rahul ([protected]) on 9 sep.2016. I contacted them but yet my issue was not solved.
Following this, i was called by three hdfc representative persons:
A) mr. Sanjay (Mob. [protected])
B) mr. Manjar ([protected]) and
C) mr. Devender arya ([protected])

Initially, i was called by mr. Sanjay. He said that i have to pay rs.32000.00 against my total outstanding (At that time was approx rs 42000.00). I was informed that this would clear my outstanding and cibil.
Same time i was got a call from mr. Manjar, on 13.09.2016, he said that he will clear the outstanding and provide me a noc and new credit card within 45 days. Mr. Manjar then sent mr devender on 13.09.2016 to my residence and i paid the amount of rs 32000.00 (Receipt number [protected]). (I have phone call recording, photograph and video recording of the same) the same may will be given to banking ombudsman and police for raising an fir
Following this, i called mr. Sanjay many times. Apparently he has quit hdfc and joined another bank. Mr manjar and mr devender are not responding to my phone calls.
In place of approx rs.55000.00 i have already paid rs. 19000+ 18000+32000= 69000.00. I have clearly tried to sort out the issue by contacting the hdfc representative’s innumerable times. Yet, my complaint was not sorted out.
After all this, my current outstanding is still rs. 20395.96.
Sir’s, i have run from official to official to get the problem sorted out. But the reticence of the bank representatives to help me was perplexing and frustrating. I did all that i was asked to do including meeting the officials at two of the bank branches and contacting every mode of helpline that the bank has, to no avail.
My behavior clearly indicates that i had no intentions of defaulting on my payments. I was being a sincere and conscientious customer by repeatedly contacting the bank with the problems faced on their faulty website.
I have lost a lot of my valuable time pursuing this matter, which has affected my work (Pursuing phd at aiims, delhi).
Not content with wasting my time and peace of mind, the bank now wants me to waste more money, for no apparent fault of mine.
Obviously, this entire saga has probably affected my credit worthiness score too. Due to the problems created by this bank, i suspect my cibil scores too would be affected. I am also worried that due to this, my probability of getting a loan in the future is going to get affected.
I want the bank to rectify this matter immediately. I am not going to pay the rest of the outstanding as they have failed to satisfactorily explain as to why i am being charged so excessively and so indiscriminately.
I would also like the bank to explain if, indeed this has affected my cibil score. If it has, i want this consumer forum to ensure that the bank rectifies this as well (And to prove it either way).
I am also using my sbi card since december 2011; i have never faced any problem.
Who will be the responsible person to resolve my problem?
The lack of satisfactory response from the hdfc bank and the penalties imposed are tantamount to mental harassment.
I am approaching the consumer forum as a last resort (As evidenced above), as i am completely stumped as to the next step. I am exhausted and harassed by the bank thwarting my efforts.
This bank is unnecessarily imposing penalties on unsuspecting customers by misleading, misguiding and misinforming them and making money from these transactions.
Why am i being asked to pay a penalty when “i” myself has approached the bank innumerable times to sort out this problem. A person wanting to default would not exhibit such behavior.
It is the banks responsibility to sort out the matter before imposing the penalties, since it was brought to their notice multiple times.
Yet, without sorting out the issue with my account, they just kept raking up the penalties. This, clearly means that my problem was intentionally not sorted out just to increase the penalties imposed. I feel i have been intentionally led astray (A unsuspecting and trusting customer being taken advantage of by a large corporate bank).
Such behavior from a leading bank is deplorable and condemnable.
I am requesting the consumer forum to direct the bank to immediately resolve my complaint.
Requirements
1. Refund the excess amount collected from me

2. Issue me a fresh card

3. Share the latest cibil report stating nil outstanding

4. Apology letter for the harassment caused to me