Location/place: Pune
Name of company/service: Axis Bank
Hi,
I had an outstanding loan with Axis. Loan account number was PHR003700449041.
I paid the loan in full on 17/01/2013. I got a message that loan had been closed on 21/01/2013.
On 28/01/2013 I inquired with the call center to find out the status of original documents. I was told that there was no request raised to release the document – something which should have happened automatically. The call center rep raised the request to release the document and I was told that maximum by 14/02/2013, I would get a call from Loan Center in Pune to come and collect the documents.
I never got any calls from the loan center. So today, on 15/02/2013, I visited the branch. The documents had come and I was provided the original documents.
Two of the original documents were missing in the pack I was handed over – society NOC and the agreement between the original buyer and the builder (I bought it in resale). I told the bank person about the same and he managed to locate the society NOC but agreement between the original buyer and the builder was still missing. He tried to convince me that the document was there in the pack but after my repeated attempts, he was convinced that the document was missing.
He told me that he would be checking with the head office about it and it will take 15 more days.
I was lucky that I was carrying the list of documents with the bank, provided last year, with me. I could match the documents with that list hence found out the problem. Had I not got that list with me, I would have signed the “received” form and come back with an incomplete set. I don’t think I would have stood a chance to get that document after this. What I faced today is a serious process issue – assuming I get the missing document in 15 days, I would not like to imagine the situation if I do not because that will be a catastrophe for me.
This was not first such instance.
Earlier also I had requested to provide xerox of a document, society NOC, but did not receive it. I was told by the call center rep that bank did not have this document – this was just impossible. Without that document, the loan would not have been disbursed. After multiple follow up, I was provided Xerox of that document.
Issue here I have this – banking is about trust. Bank has to have some trust in me before disbursing a loan – trust that I would repay the loan.
Similarly, I also put trust in the bank that there would be no harassment and if nothing, my documents would be safe.
Twice, I have seen the trust getting broken.
This is a serious issue, very serious.
As a customer, I would like to make a request – kindly look into this matter and get it sorted out.
Regards,
Vibhash
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