HDFC Bank international, Unprofessional services

UNPROFESSIONAL CONDUCT BY A REPUTED BANK

The following was a letter mail posted to the Head

of HDFC CARD DIVISION (INDIA) due to the

unprofessional conduct by the so called esteemed

organisation.

Sub- Unprofessional behavior and harrassment by

collections excutive.

This is in regards to the frequent harrassing

calls i have been getting from a lady in the

collections department of HDFC Credit card services. I

have been holding a gold card of your bank and for the

last 3 months i could not make a payment as i have not

been working and have been through a medical emergency

in my family. I have just been back to hyderabad about

a few weeks back and i started getting collections

calls for my payment which was of no problem to me as

i thought i could make the payment without any delay.

However due to some unforseen financial difficulties i

could not make the payment on the decided date. After

this i have been recieving calls from a lady who has

not only been harrasing me with unprofessional

behaviour but also spoke with my family members about

my card delinquency and threatened them of dire

consequences if the payment wasnt made. She has spoken

and harrased my Sister, brother in law, brother and my

cousin.

I want to know if your organisation has any way of

differentiating between a customer and an animal?????

The collections executive never identified her

name whenever i asked for it. She has crossed all the

boundaries of rudeness as i would like to mention some

of the statements that she has made over the

conversation.

1) Can the collections executive ask the customer

to shut up?

2) Can the collections executive use threatning

statements to the cardholders relatives?

3) Can the collections executive swear to the

customer????

4) Can the collections executive call for about

150 times in a day?? ( I can produce the proof from my

cellular service provider if required)

5) Is there any rule that on the customers request

the call can not be transfereed to the collections

executives immediate manager??

6) Does the collections executive has any right

not to disclose his or her name when asked for???

7) Can the collections executive make remarks like

" What the hell can you do when you dont even have

the money to make the payment?"

" Dont think you can scare me with your language as

i can see that you are not an anglo indian"

" Do you speak to your mother like this" (When i was

left with no other choice but to use profanity due to

her extreme unprofessionalism.)

I want an answer to my queries and i would also

like to know what action has been taken in this

regards before i make any arrangements for payments on

this card.

The lady refused to identify herself when i asked

for her name and she refused to connect to her

supervisor when i said i was not interested to talk to

her and i would make an arrangement only with her

manager. On this she asked to make a payment and only

then she would connect me to her manager. I want to

know if this is a banking institution or some kind of

third grade financial institution with no values or

moral????

I want to know if there is a difference between HDFC

bank and the marwadi finance???

I would go upto any level to get this matter

escalated as i know that there would be a million

other customers who would be facing or have faced the

same situation but not having the time and leisure to

escalate this. I will be contacting the Head of

collection Mr Satish Reddy and i have already spoken

to Mr Srinivas from the customer service. I was fairly

happy with the customer service so far for having been

quite understanding but the issue doesnt get resolved

here.

I have been recieving unidentified calls on behalf

of HDFC from 2 numbers... 040-66389114, 9346374520.

When someone calls and refuses to identify his or her

name, how do you expect me as a customer to believe

that the call is authentic. How can i believe that

such a rude lady could be working for a bank and that

too an MNC? How can she be put incharge of a position

that requires a lot of Customer centericity, Empathy,

Negotiating rather than fighting???

I also apologize as due to the intolerable behaviour

of your employee, i had to use profanity and iam

extremely sorry for that but my intention was not to

insult anyone but at the sametime i cannot withstand

the fact that due to some financial commitments of

mine my family has to suffer threatning calls.

Unfortunately the lady never even had the courtesy to

tell her name to my family members for their

reference.

I have worked in Card collections for 4 years and

and no where in the operating instructions have i

experienced such a laverage that the collections

executive could use. I have been a Team leader myself

and have lead a team of 60 agents and i know the

service that i have provided to my customers. But this

has been the most disastrous experience of my life. I

also hold an HDFC account and i have all the

intentions to close it immedietly and also not making

any future payments until this matter is resolved. I

have no issues making a payment as and when i be

informed as to what corrective action has been taken

against this lady executive of yours.

I unfortunately as mentined before dont have her

name but my HDFC card number is 5176 5210 0039 8331. I

want to know how your organisation takes care of this

issue and if not i will have my own way of resolving

this. This is not a country of dumb and there is law

and regulations. I would appreciate if i could recieve

a response soon so that you can get you payment and

iam done with doing business with such a rotten

organisation.

Navin Achuithan

9885101422

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