- Mental suffering because of negligence and carelessness ^Open

Shashank m filed this complaint against Citibank on Sep 04, 2019

This email I am writing to you today is to express my concern and voice my discontent at the Citibank employees for their poor behaviour and erroneous judgment. Highlighted below is my experience.
On August **th, Aagam Nagaraju from Citibank came to my house at *:** am in the morning and demanded money from me to be paid to Citibank. My father opened the door and the agent informed my dad that I hold * credit cards with Citibank and I owe the bank up to * lakh Rupees. He further mentioned that I am not answering any calls citing this as the reason for him coming to my house early morning to demand money. The agent was very rude to my father and was threatening him stating that he will take me to the police station and file a case against me.
My father is a senior citizen aged **+ and is very weak in his health facing a heart condition. Following this bizarre conversation and accusations against me, he went into a panic. My dad assumed that I took that money and did not pay it to the bank. He informed the agent that I am sleeping and requested the agent to come after **:** am. When I woke up around *:** am my father asked me if I took any money from the bank. I informed him that I have only one card with Citibank and the fact that this may be a case of erroneous judgement and lack of fact-checking from the bank’s side. My father was completely stressed and faced high BP due to mental agony. My father wasn’t convinced and was still under the assumption that I had to pay a lot to the bank even after we concluded a **-minute long discussion on the same.
After this, I called the agent to enquire about this matter and he started talking to me rudely and threatened me by saying that I should repay the amount or else he will take legal action against me. Despite me requesting him to talk to me politely he continued to be very rude towards me and asking me to repay the money in the next * hours. I informed him that I never got any notice and neither do I possess two credit cards which he refused to understand. He said I am fraud and cheater and acting smart. I reiterated the same point regarding me not being the owner of the second card which the agent claimed I owned. Following this, the recovery agent said that he will send the card details which he did on WhatsApp. Both the cards number which he sent are not related to me in any way however I was thinking if I had ever applied for any new cards for which I don’t remember signing any document. Later he said if I do not pay I will have to face the consequences and it might lead to legal proceedings.
I called up the Citibank customer care on the same day and the representative said those cards belong to me and it is under my name. I told the representative that I never had two Credit cards with Citibank and I do not have any card with those numbers. The representative said that he will give me the contact of the recovery team and that I should talk to them for all the details.
Later I told the team that this is a fraudulent activity under my name and I never had two cards but the Citibank representative refused to listen. I requested him to take this as a priority and that something fishy is going on. He was pressurizing me to make the payment. I was under a lot of pressure from this representative and was shivering. I still requested the representative to reconsider and check as I never had two accounts. Later he kept me on hold and said I have to pay. I informed representative to transfer the call to the manager and he said she call in ** - ** hours and I told him to give her the phone immediately as I need to sort out this issue as there could be someone who must have applied for the credit card in my name without my knowledge.
Upon further request, the representative came and validated my Pan Card details and finally said that the cards under question don’t belong to me and apologized for the trouble. I told rep to transfer the call to the Manager who stated that due to erroneous judgement and poor fact-checking we had sent the agent to the wrong address and she said to ignore. I informed the manager that I narrated the whole story to representative stating that the representative repeatedly asked me to pay the amount and I implored him to check the system multiple times after which he admitted the mistake. The Manager informed me that there were two people with the same name and they thought I was the person who had to pay to the bank, so they sent the recovery agent to my house. I informed him that I will send a legal notice to the company for sending a recovery agent even though we were never accountable for the issue. The debt recovery is based on erroneous information and poor fact-checking which led to the loss of my time, money and effort. It cost my family their peace and mental agony and due to which my father BP has raised and also he was attacked with a high fever. My spouse became very week and fell sick hearing my payment to the bank and me going to jail. You have caused unnecessary stress and pressure to my family. I am not sure if this also impacted my CIBIL score.
I would like to file a complaint on Citibank from a lawyer for Trespass as the recovery agents of the bank illegally entered into my house without authorized permission and spewing threats towards my father and I stating the case which will be filed against us and the following jail time. The recovery agent was trying to forcefully recover the amount which we are not accountable for and also it caused my father high BP, stress, fever and panic. It impacted my family peace of mind and negatively affected my job performance – facing multiple escalations from my client over calls. Recovery agent also talked to the neighbours that we did not pay the money to the bank thereby damaging the respect which my family has in the society. He caused mental trauma to my family members especially my dad who is a senior citizen damaging his health. The very next day we had my son birthday who turned * years on August **th and due to this issue the family was completely upset and we could not even celebrate his birthday properly. I and my spouse had fought on this issue and my father was completely on bed rest due to high fever and my sons second birthday arrangement went in vain. Why should my family, my father and myself suffer for your negligence and threats from Citibank recovery agent?
My family is now afraid as the agent found out all the details about my family and he is completely stranger to us and he found our office timings, total members in the family and what time we will be at home etc. Based on the discussion with recovery agent he was not professional and sounded very bad like (GUNDA) to my father and me. He was threating us and I am still having fear while I am writing this email. Later if Citibank takes action on him, he might ring our doorbell and threaten us again or might kidnap my son. Who will be accountable for such mistakes? If anything happens to my family who is responsible? I am going to register an FIR on your company and the agent soon as we have a death threat from your company now.
I have only one credit card with me from Citibank and I make payments on time. I have been using this credit card for more than * years now. Due to this issue with Citibank, my family had mental suffering due to the negligence, carelessness, and mistake committed by the company. I seek compensation for the criminal intimidation, damages caused mental harassment, trauma, defamation. In case the bank fails to comply, I will approach the consumer Forum and the Civil Court with this.

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