Kotak Mahindra Prime Ltd - Car Loan EMI Moratorium denied without giving reason

Regarding Issue of Deferment of Car Finance EMI due to COVID ** from Kotak Mahindra Prime Ltd.
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Dear Sir / Maam

I have taken Car Finance from Kotak Mahindra Prime Ltd in the Month of March **** with Car Loan Agreement No CF ******** and Agreement Date **.**.**** from Vijayawada Branch,Andhra Pradesh in the name of my mother Tasneem.

Every month i have been promptly paying the car loan emi amounting to Rs **** till March ****.In the month of March **** as per RBI Announcement on **.**.**** for deferment of emi moratorium i have applied through email for availing the emi moratorium in Kotak Mahindra Prime Ltd immediately.

My Car Loan EMI amount was not debited from my bank account in the months of April **** and May ****.

After announcement of RBI again on EMI Moratorium on **.**.**** i have sent an mail to Kotak Mahindra Prime Ltd on **.**.**** for availing the EMI Moratorium and they have replied me back on **.**.**** from their mail id pay.later@kotak.com to register the EMI Moratorium on the site https://www.kotak.com/en/covid-**/installment-moratorium.html. I have registered for EMI Moratorium on the said site immediately and got the confirmation saying request has been accepted.

Inspite of registering EMI Moratorium on the said site mentioned by Kotak Mahindra Prime Ltd in the month of May **** itself, On **.**.**** my bank account was debited with car loan emi **** Rs. I have kept some funds in my bank account for my emergency medical purpose since i am a senior citizen and wife of Late Indian Air Force Officer who has participated in two wars for India and the car loan emi amount got deducted in my bank account.

I have sent an mail to the grievance cell of the Kotak Mahindra Prime Ltd on **.**.**** for which they have replied saying the same process to do for EMI Moratorium which i have already done on **.**.**** and i am not satisfied with their reply.

I have requested Kotak Mahindra Prime Ltd Greivance Cell to explain why they have debited car loan emi inspite of applying for EMI Moratorium for June ****,July ****,August **** and informed them to reverse back the car loan emi amount of **** Rs debited to my bank account and also to confirm EMI Moratorium acceptance for June ****,July ****,August **** for which they have not mentioned anything in their reply mail.

I am an senior citizen who has been paying emi on time every month without any default but due to covid ** i have availed EMI Moratorium but is it fair from Kotak Mahindra Prime Ltd part to deduct the car loan emi.

Sir i have written a mail to the Department of Non Banking Supervision of RBI to the mail id dnbsmro@rbi.org.in on **.**.**** regarding the issue but there was no response from them till date.

Sir on **.**.**** i have got an SMS from Kotak Mahindra Prime Ltd saying that my car loan emi moratorium has not been accepted as per policy of Kotak Mahindra Prime Ltd and would service emi payments to my bank account.

Sir i have immediately called up the Vijayawada Branch of Kotak Mahindra Prime Ltd to inform then about the message and in turn they have informed me to contact customer care.

Sir I have immediately contacted Customer Care of Kotak Mahindra Prime Ltd on *********** and informed that i got a message regarding non acceptance of car loan emi moratorium and tried to enquire why my emi moratorium was not accepted. To this the concerned lady at the customer care of Kotak Mahindra Prime Ltd informed that Kotak Board has rejected my emi moratorium request and the lady had failed to inform the reason why they have rejected the emi moratorium request without providing any reason and also informed that they have not received any deferment of emi moratorium request from my side. Infact i have again put up a request from the site kotak mahindra prime ltd for emi moratorium for the period June ****,July ****,August **** on **.**.**** as per the instructions in their site.

Sir i have even requested the lady at the customer care of kotak mahindra prime ltd to give the contact details of their higher authorities or the Kotak Board Members to know the reason of rejection and to request them to consider my emi moratorium request due to covid ** pandemic and i was denied information from the lady at the customer care who was simply saying that my emi moratorium request was not accepted and it is not possible to accept.

Sir i am an senior citizen, who has applied for emi moratorium since the situation due to covid ** is very critical and severe now and I needed funds for my medical needs but the behaviour and attitude at Kotak Mahindra Prime Ltd is very unethical and insulting.

Please help me out in this grievance in getting back the emi amount debited as i had only some funds in my bank account which will be useful for my medical purpose in the current critical situation of covid ** and the amount was debited by Kotak Mahindra Prime Ltd for car loan emi & also for availing the EMI Moratorium for the Months June ****,July ****,August ****..

Kindly consider my grievance case on humanitarian & compassionate grounds and help me in getting justice from Kotak Mahindra Prime Ltd.

Regards,
Tasneem