--> From: Duraiswamy, Dhanalakshmi To: ’uday.kotak@kotak.com’; ’bina.chandarana@kotak.com’ Cc: Subject: FW: Pathetic Customer Service from Chennai Parry’s branch Sent: 10/27/2006 6:57 AM
Importance: High
Dear Mr.Uday Kotak/ Bina Chanadaran
I dont understand why the Loan has not been processed and when I am waiting for the disburesemnt cheque they are returning back the documents and like adding fuel to fire today morning a Verification was intiated to my native address and in the evening the people from your branch are calling and informing that we are returning the papers as per my request to Mumbai office.
I want to know whether it will take some more time to get it printed when I am waiting for the disbursement cheque I am getting my documents back and if rejected I want a letter stating the reject reason because they have got the agreements signed and cheques signed and now they are returningthe papers but I want a confirmed reply .I am writing this letter to you because still the bank people never contacted me it was the Direct Sales Team executive who was trying to call me.
Regards
Dhanalakshmi Duraiswamy
Chief Operations Officer
-----Original Message-----
From: Duraiswamy, Dhanalakshmi
To: ’uday.kotak@kotak.com ’; ’bina.chandarana@kotak.com ’
Sent: 10/26/2006 4:36 AM
Subject: Pathetic Customer Service from Chennai Parry’s branch
Dear Mr.Uday Kotak/Bina Chandarana
I write with much frustration and disappointment.I would like to
express my grievance with regard to the way your people at Kotak
Mahindra bank Parrys beach line office , Chennai treated me on my
Personal Loan Application.I had applied for the so called “Jaldi Loan”
on 10th October 2006 and till date I am yet to receive the status.
I have not been kept informed of the status or the proceedings of
my Loan Application to the extent that they even refused to give the
loan account number.When I as an applicant have given all my personal
documents there is no transperancy from your Kotak Mahindra bank Parrys
beach line office , Chennai to be very specific Mr.Srinivasan Elluzmlai
Relationship Manager and Mr.Srivatsan – Credit.I failed to understand
why it takes so long to tell the status and its been more than 3 working
days since I have signed the aggrements and cheques been given to Kotak
Mahindra by me and my Gurantor and still I am kept in dark
Also your advertisement says that upto 10 lacs no gurantors is
required for Personal Loans but in my case it is not so.More over they
have initiated a residence and office verification at my gurantors place
without keeping me informed.Had they told this before I would have
cancelled the loan and would have saved your time as well as mine.
What happens in practice is a different story altogether. I discovered
the other face of new India, when I was hit by gender bias in the simple
process of applying for a personal loan ( Jaldi Loans no gurantors
required ) from Kotak Mahindra bank Parrys beach line office ,
Chennai.To my surprise and dismay even after 15 business days still I
have not got my Disbursement cheque
Even after sending repeated mails and telephonic conversation
there was no reponse from their side. Whenever I contacted the
Relationship Manager Mr.Srinivasan Elluzmlai he happened to tell me that
he was not feeling well , he is out of office and so on and denied to
give even any contact information of his Senior Manager.Very recently
they have stopped attending my calls me being a Chief Operations Officer
for Indian Operations of an MNC Private company and having 10 years of
professional experience from Citi group , feel very much humiliated and
harressed due to this.The next shocking news is about the credit
Mr.Srivatsan –Credit Manager after collecting the cheques he informs me
that he is waiting for Business verification report of my gurantor
which has not reached him.My question is, if your process is not
complete why is your employee sending me a mail stating the loan amount
approved Is 7, 04, 490.00 .If required I can send even the email, sms and
the Telephonic conversation and we had over phone and the way they
treated me as a customers was really bad.There has to be different
level of executives to attend different portfolios.
Till now nobody has contacted me I even asked them to cancel my loan and
return back my papers and cheques issued by me and my gurantor but no
response. They even refused to give my loan referance number .To my
horror I found the Sales nor the credit told me about the Process and
scheme which is being operated for me they asked for a gurantor and that
to my blood relation..During my busy schedule they used to call me and
ask for papers in bits and pieces at their convenience even after
stressing that this personal loan is for a specific purpose and I
require it before 21.10.2006 they accepted and gave me many false
commitments .Is this the importance they give to customers who applies
for a loan I was very co operative to them as I know the norms of
banking but they were very lethargic and lazy to even keep me posted on
what is happening..
Then began a long and painful effort, including a series of letters to
Mr.Srinivasan Elluzmalai and Srivatsan of Chennai and endless
conversations with them. It was surprising that your people were asking
for gurantor and that to for me if required you can have look at my
income proof documents submitted.I was stunned and wanted to know why
the bank considered me a bad credit. Repeated questions drew a blank.
Then an official from the bank called up and stated on record that they
cannot give me reasons for the gurantor concept, as it is not the policy
to do so. But I was unwilling to give up and that’s why I am writing to
you If this happens to me after having established considerable
credibility as a professional Finace officer working with the country’s
leading Software development industry for past 10 years, what happens
to others? I was shocked and angry. But soon found out that it was a
lonely battle indeed.
I also found that Chennai Beach Line , Parry’s branch was being vague
about returning my application papers and signed cheques nor the
disbursement Cheque. If the loan was rejected, why weren’t my documents
couriered?
My sources at the bank, on the condition of anonymity insist that the
same rules about a guarantor being a family member do not apply to male
borrowers. I request your personal intervention in this case and ask
your people to keep me posted on it.As I have heard a lot of good things
about Kotak Mahindra banks customer service
Dhanalakshmi Duraiswamy
Chief operations Officer