South Indian Bank - Home Loan processing Distressed

Dear Sir/Madam,

I am writing to bring to your attention a distressing incident I experienced while processing my home loan in the following branch on Jan **th ****.
The South Indian Bank Ltd
***, Savithri swagath Building
East Main Street
Thanjavur
Tamilnadu -*** ***

Actually, I have been a customer of your South Indian bank for more than ** years now. I have taken many loans and closed properly without any delay EMI.

In **** , I took out a mortgage loan of ** Lakhs. For the same loan the outstanding amount now is around * Lakh only .

I was planning to extend and renovate my house with the same property. So I went to my Home branch and discussed it with the Manager Branch Head and also one of the staff members.

I have explained my home construction plan and renovation plan also. Manager was happy to agree to provide a Home construction loan and asked me to submit all necessary documents. Also I have asked them whether plan approval is required or not? She replied "No sir, As you mentioned you are going to construct/extend the building to the same ground floor not the first floor. So no Plan approval is required. Only you have to submit Plan copy ,Plan Estimation, Income details, PAN, Aadhar only, You are a loyal customer.,You are paying EMI with proper time , Your home document also available here It will be very easy to process your home loan. Before the home loan amount is credited , you can close the Mortgage loan . "

After that , I have shared some documents through email and some documents I have submitted directly to the Bank.

While my home loan application is processing .

Applicant : Sathishraja
Co- Applicant : My mother and My wife

Later * month again they asked me to involve my sister and my father should be the guarantor . Then only we are able to process your application, that's what they mentioned . I am questioning the Manager. May I know why you are telling me now ? If Guarantor is required you have been communicated in the initial process right? They didn't have a PAN card So I applied, took * days and got the signature from them and submitted those documents to the Bank.

Document submitted date starts : Jan **th ****
Administration charge paid date & amount : March *nd **** - **** RS
Engineer visit Date : March *th ****.

On the engineer's visit , He asked me for the plan approval . I said, No sir , the manager already informed me that the Extension loan doesn't want plan approval. The engineer replied without the construction / Plan approval we can't proceed further, He took measurements and took photos and he was gone.

On the same day , I called the operation manager and explained everything to her. She was telling me I didn't know about the process / what you discussed with my manager. She insisted that I collect documents only, so I did it . Apart from that you can check with my manager. That's what she said.

Again, I called the Branch Manager and I communicated the same thing that the Engineer mentioned in the morning.

The Manager told me, Yes , Plan approval is required . I thought you were only going to renovate your house, not for extension .
I said, No Madam when we were discussing it initially. I communicated clearly and also I explained the construction plan with my home plan (Hard copy).

She replied, No , I was not able to remember what we discussed. Give me ** mins. Let me check with my team and get back to you .

So far , I didn't get any calls from the Manager / Bank side.

I am deeply disappointed with the unprofessional behavior exhibited from her. I felt very bad with No proper communication/ understanding . If the plan approval is required means why she was telling that time is not required.

Such behavior is not only unacceptable but also tarnished the reputation of your bank. As a loyal customer of South Indian Bank for ** years, I believe it is essential for the bank to maintain a high standard of professionalism and customer service.

I kindly request that you investigate this matter promptly and take appropriate action to ensure that incidents like these do not recur. It is crucial that the bank's staff members are trained to treat all customers with respect and courtesy.

I trust that you will take my complaint seriously and work towards improving the overall customer experience at your branch.

Thank you for your prompt attention to this matter.

Sincerely,
Sathishraja
Place : Thanjavur, Tamilnadu