Hi all,
Recently, I visited my federal bank branch to 'renew' my KCC loan, which I have been doing every year for the past few years. This time, there was a new Customer Service Representative to assist me in the process.
I explained my requirement to renew the loan and asked her about the repayment details. She responded that the exact payment details could not be fetched (which I know is not true, but I didn’t bother to argue as I was in the middle of an important call). She said the details could only be known during loan closure. So, I told her I would pay some extra amount into the loan account and asked her to credit the excess amount back to my main account, to which she agreed.
I made the payment, and she started the process to renew my loan. But to my surprise, she asked for a written request to renew my loan. When I asked why, she told me it was a new rule and asked me to mention in the request that I needed to 'close and renew' my loan account. Since I was in the middle of a call, I didn’t think twice and wrote it just for the sake of formality (dumb me :/). Then, she told me that I needed to resubmit all the documents I had submitted when I initially opened the loan account. When I asked why, she said it was required as per the new process. Since I didn’t have time that day, I told her I would submit the documents the next day and left the bank.
Once I got off the call and checked the messages, I was shocked to see that my loan account had been closed. I then realized why she had asked me for a request letter. I’m pretty sure she had closed my loan account by mistake and then asked me to write the request so that she would be covered.
The next day, I went to the bank with the documents she requested and acted as if I knew nothing about the loan closure. When I submitted the documents, she told me she needed more documents. So, I left the bank as the documents she requested included the land ownership certificate (which may take around 7 days to get from the local village office). Yet, she didn’t tell me that she had closed my loan account.
I feel cheated now, I want to teach her a lesson. I can't tolerate such crooked behavior from an employee. Her one mistake is costing me my CIBIL score, time, and money. She didn’t have the audacity to tell the truth and accept her mistake. I would have let this go if she had told the truth in the first place, but that is not the case here.
Can someone tell me what I can do in this regard? Where should I complain about this?
Will the grievance redressal officer even consider my complaint since the bank has my written request to "close and renew" my loan?
I don’t want to approach the branch manager, as I’m pretty sure that the branch manager is also aware of this, as I saw her going to the manager’s cabin with my request letter.
Has anyone experienced similar situations before? Requesting everyone to provide your input. Thanks.
Recently, I visited my federal bank branch to 'renew' my KCC loan, which I have been doing every year for the past few years. This time, there was a new Customer Service Representative to assist me in the process.
I explained my requirement to renew the loan and asked her about the repayment details. She responded that the exact payment details could not be fetched (which I know is not true, but I didn’t bother to argue as I was in the middle of an important call). She said the details could only be known during loan closure. So, I told her I would pay some extra amount into the loan account and asked her to credit the excess amount back to my main account, to which she agreed.
I made the payment, and she started the process to renew my loan. But to my surprise, she asked for a written request to renew my loan. When I asked why, she told me it was a new rule and asked me to mention in the request that I needed to 'close and renew' my loan account. Since I was in the middle of a call, I didn’t think twice and wrote it just for the sake of formality (dumb me :/). Then, she told me that I needed to resubmit all the documents I had submitted when I initially opened the loan account. When I asked why, she said it was required as per the new process. Since I didn’t have time that day, I told her I would submit the documents the next day and left the bank.
Once I got off the call and checked the messages, I was shocked to see that my loan account had been closed. I then realized why she had asked me for a request letter. I’m pretty sure she had closed my loan account by mistake and then asked me to write the request so that she would be covered.
The next day, I went to the bank with the documents she requested and acted as if I knew nothing about the loan closure. When I submitted the documents, she told me she needed more documents. So, I left the bank as the documents she requested included the land ownership certificate (which may take around 7 days to get from the local village office). Yet, she didn’t tell me that she had closed my loan account.
I feel cheated now, I want to teach her a lesson. I can't tolerate such crooked behavior from an employee. Her one mistake is costing me my CIBIL score, time, and money. She didn’t have the audacity to tell the truth and accept her mistake. I would have let this go if she had told the truth in the first place, but that is not the case here.
Can someone tell me what I can do in this regard? Where should I complain about this?
Will the grievance redressal officer even consider my complaint since the bank has my written request to "close and renew" my loan?
I don’t want to approach the branch manager, as I’m pretty sure that the branch manager is also aware of this, as I saw her going to the manager’s cabin with my request letter.
Has anyone experienced similar situations before? Requesting everyone to provide your input. Thanks.
