Hero Fincorp Ltd - Repeated EMI Payment Misallocation by Hero FinCorp Leading to Bounce Charges and Mental Harassment

I hold two loan accounts with Hero FinCorp:

Loan Account ending **** – EMI ₹*,***
Loan Account ending **** – EMI ₹*,***

Since April ****, I have been a victim of repeated technical failures on Hero FinCorp’s platform, resulting in payment misallocation, wrongful penalty charges, and constant harassment despite fulfilling my obligations.

APRIL **** – FIRST INCIDENT
On *th April ****, I made full EMI payments for both loans through the Hero FinCorp app after being charged ₹*** per loan for insufficient funds earlier that day. Though I paid both EMIs later the same day, the app misallocated both payments to one loan (****) and did not credit the second (****).

The issue occurred due to a flaw in their system, not my error — their app does not allow custom or split payments. This led to multiple wrongful auto-debit attempts, causing two more ₹*** charges. These charges (₹*,*** total) were refunded only after weeks of relentless follow-ups, emails, and calls.

JULY **** – SAME ISSUE REPEATED
On *th July, I made an advance EMI payment of ₹*,*** for one loan. I ensured enough balance (₹*,***) remained for the second EMI (₹*,***) due on *th July.

Once again, the app misdirected my payment to the wrong loan. On *th July, Hero FinCorp attempted an unnecessary auto-debit of ₹*,***, causing a cheque bounce and ₹*** penalty. They again re-attempted debit later, causing another ₹*** charge, totaling ₹*,*** in unjustified bounce charges. This amount is still unpaid.

DAILY HARASSMENT & THREATS
- I now receive * to * calls or messages every single day from Hero FinCorp’s agents, falsely accusing me of default, threatening my CIBIL score, and causing continuous stress and humiliation. One such message was even seen by a family member, causing embarrassment.
- I had explained the full issue to their recovery agent on call, who promised to escalate and respond in * minutes — it’s been over a week with no callback despite multiple follow-ups.

SUFFERING AND NEGLECT
- I have spent dozens of hours dealing with follow-ups, re-explaining my case, and waiting on calls.
- I have faced unnecessary reputational damage, mental anguish, and have been made to feel like a defaulter despite paying dues.
- Hero FinCorp has neither corrected the technical problem, nor stopped the harassment, nor acted with transparency.

MY DEMANDS
Given the severity and repeated nature of the issue, I am seeking:
- Immediate refund of ₹*,*** bounce charges from July.
- A written apology and acknowledgment of the technical flaw and assurance of no negative CIBIL impact.
- ₹*,**,*** in compensation for:
Severe mental stress and anxiety
Embarrassment in personal life
Daily harassment and threats
Time wasted on escalations and follow-ups
Repeated negligence and service failure
- A permanent fix to the payment allocation system and assurance that no customer will face this again.

CLOSING STATEMENT
This is not just about bounce charges — it’s about gross negligence, emotional damage, and customer exploitation. Hero FinCorp has failed at every level: technical, support, and ethical. I urge Voxya to escalate this legally and help me get justice.