If you publish this in your blog, please remove loan account number
and service request number.
I had taken a home loan from ICICI during 2002 (account no. removed)
The last EMI was paid in Jan, 2014. However, when I went to the
branch to collect the original property documents, it was found that
an important document was missing.
On 03/Feb/2014: I have raised a complaint, in writing, with the bank
(removed). It is now two weeks and bank is asking for more time
to trace the missing original document.
On 14/Feb/2014: i escalated the complaint to Mr. Krishnan Govindan,
Head Customer Service using bank’s website. There is not even an
acknowledgement of my escalation, forget resolution!
My questions are:
1. how long is a reasonable time for me to wait ?
2. what are my next steps ?
2. If document is not traced, what is the responsibility of the bank ?
3. If document is not traced, what are the rights of the customer (like me) ?
Eagerly looking forward to your answer.
Your information will not only help me, but will surely help all other
home loan borrowers where original documents are not traceable by the
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