Money tap loan app - harassment

Background of the Issue:

I have been a responsible customer with MoneyTap, but due to a tragic accident, I have undergone multiple neck surgeries, which have severely impacted my financial situation. I am currently unable to pay my EMIs and have been trying to settle my outstanding amount of ₹*.** lakh. During a call with your recovery agent, I expressed my intent to settle the account at ₹**,***, as this was the only option being forced upon me without any room for negotiation. However, due to my medical condition, I am unable to speak properly and fluently, as can be verified by my medical documents and the attached recording.

When I asked the agent to speak with my brother, as I was physically incapable of continuing the conversation, the situation took a dramatic turn for the worse. The recovery agent, instead of showing any compassion or understanding, started verbally abusing and cussing at my brother. My brother, although admittedly frustrated due to the severity of my situation, was only trying to explain that we could afford a settlement payment of ₹**,***. Despite his attempts to de-escalate the conversation and bring the tone down, the agent responded with an appalling remark: "Bheekh de raha hai kya woh bank ko?" This is an outrageous, demeaning, and highly unprofessional statement that has left us both in a state of shock and emotional distress.

Unbearable Harassment:

The agent's aggressive and harassing behavior did not stop there. On a follow-up call, he continued to misbehave, particularly when using his personal number (as attached). On this number, he consistently spoke rudely to both my brother and me, trying to pressure and coerce us into settling at an amount we cannot afford, saying on chat: "***** chhodo ***** mein bhi nai hoga." This clear attempt at harassment and mental torture is beyond unacceptable.

However, interestingly, when my brother called him back on his official number (which we assume is monitored for professional conduct), the agent's tone completely changed, and he refrained from his earlier misbehavior. This demonstrates a deliberate and calculated attempt to abuse his position of power when he knows he is not being monitored.

Request for Immediate Action:

This behavior is deeply disturbing and needs immediate intervention. I am already in a vulnerable state due to my medical condition, and this harassment is only adding to my distress. The situation is so severe that I am now considering legal action to address the mental and emotional trauma this recovery agent has caused.

I respectfully request you to take the following actions at the earliest:

Immediate investigation into the conduct of the recovery agent, particularly around the calls and chats mentioned in this complaint. Relevant call recordings and chat screenshots are attached for your reference.
Strict disciplinary action against the agent involved for his unprofessional and abusive behavior.
A formal apology from MoneyTap for the mental and emotional harassment I have been subjected to.
A re-evaluation of my settlement offer, considering my medical situation and financial limitations. I believe ₹**,*** is a fair and reasonable amount, given the circumstances.
For further clarifications, please feel free to reach out to my brother at **********, as he has been handling most of the communication on my behalf.

This matter is of utmost importance, and I expect a prompt resolution. The emotional and mental toll this harassment has caused is unbearable, and I trust that MoneyTap will take this complaint seriously and ensure such incidents are never repeated.