Ramya R <ramyacse2013@gmail.

com>

Your complaint dated 26-12-2023 against STATE BANK OF INDIA under Reserve
Bank Integrated Ombudsman Scheme, 2021 (RB-IOS)-N202324027008953
1 message

RBI CMS Team <rbiteamcms@rbi.org.in> 18 March 2024 at 11:04

Reply-To: rbiteamcms@rbi.org.in
To: "ramyacse2013@gmail.com" <ramyacse2013@gmail.com>, "gm.cs@sbi.co.in" <gm.cs@sbi.co.in>

आरबीआई लोकपाल कार्यालय/The Office of RBI Ombudsman

भारतीय रिजर्व बैंक /Reserve Bank of India

RBI/CMS/N202324027008953/ 2023-24 Date :18-03-2024

My SBI account is put on hold

M101 TNHB COLONY TENKASI

tresr

Madam/Dear Sir,

Your complaint dated 26-12-2023 against STATE BANK OF INDIA under Reserve Bank Integrated Ombudsman
Scheme, 2021 (RB-IOS)-N202324027008953

Greetings from the Reserve Bank of India!

We have carefully examined the captioned complaint and our observations are given here under.
2. The following was observed from the submission made by the bank and you on the banks
clarifications :- (a) Your husband Mr Paulraj has been sanctioned a car loan for 10.97 Lakh on 19-
07-2022. The ECS amount for the car loan bounced on the month of July 2023, August 2023,
September 2023 and October 2023. The borrower could not be contacted by the bank. (b) The
loan turned NPA and seizure notice has been issued by the bank. The recovery agency visited the
residence of Mr Paulraj at Bangalore and the employer of the borrower UD Trucks India Pvt Ltd on
06-11-2023 and again on 10-11-2023. However, they were not given any proper response. (c) After
coming to know that the bank is trying to seize the car, you contacted the bank on 18-11-2023. You
were advised to either close the loan account or surrender the car and submit legal heir certificate
to the bank. You are yet to submit legal heir certificate to the bank till date. (d) During the visit by
recovery agent to native village of the borrower Mr. paulraj , the father of Mr. Paulraj intimated that
the borrower has passed away on 28-06-2023. The car is in your possession . They too did not
provide legal heir certificate to the bank. (e) On the subsequent follow up, the borrowers father
lodged a complaint with Pavoor Chathiram Police station on 14-12-2023 for recovery of the car
from you. Yuu have assured the police regarding surrender of the car to the bank. However, the
same is yet to happen. (f) You have stopped attending phone calls from recovery agents and the
bank is not able to locate the car. (g) The bank further intimated that, you are using the car
regularly which is evident from the FASTAG service. However, the car is yet to be surrendered (h)
Without any recourse the bank has put a "Hold" on your savings bank account as you are one of
the legal heirs of the borrower Mr. Paulraj. The bank intimated that the "Hold" will be removed upon
closure of the loan availed by Mr. Paulraj or surrender of car alongwith submission of legal heir
certificate to the bank. (i) You in your comment claimed that the hand over of the car got delayed
due to difference between the outstanding demand made by the recovery agent and the loan
outstanding. (j) You claimed that the lien mark in your account is not fair/legal. You are neither a co-
borrower nor a guarantor to the said loan account, unnecessarily the recovery agent and the bank
manager is mentally harassing her. It is observed that the bank has a hypothecation on the car
purchased on loan by your deceased husband. The bank has taken action to secure possession of
the vehicle. However, in spite of your claim to the contrary that you are willing to surrender the car
which has been confirmed against a police complaint the car is yet to be handed over. The
documents provided by the bank indicates that the car is being used by you. Hence, without any
recourse the bank has freezed the account to secure possession of the car which is hypothecated
to them. Hence, your claim of harassment due to action taken by the bank to secure possession of
the car resulted in harassment is not sustainable.
3. In view of the above, we have closed your complaint under clause 16(2)(a) of the Reserve Bank - Integrated
Ombudsman Scheme, 2021[1].

4. This is issued with the approval of RBI Ombudsman

5. We request you to provide feedback for the above resolution on https://cms.rbi.org.in

We appreciate your understanding.

Regards,
The Office of RBI Ombudsman
Reserve Bank of India

· This is a system generated communication and does not require a signature.

· Please do not reply to this email. Replies to this email cannot be responded to.
· Should you require any further information or clarification, please feel free to reach out to our
executive on Toll-Free Number: 14448 (on weekdays except National Holidays, between 8:00 AM -
10:00 PM).
· Complaints closed under clause “16(2)(a)" of the Scheme are non-appealable.

[1] “Complaint is rejected under Clause 16(2)(a) of the Reserve Bank - Integrated Ombudsman Scheme,
2021 : 'In the opinion of the Ombudsman, there is no deficiency in service'” (https://cms.rbi.org.in)

आरबीआई लोकपाल कार्यालय/The Office of RBI Ombudsman

भारतीय रिजर्व बैंक /Reserve Bank of India

आरबीआई/सीएमएस/N202324027008953/ 2023-24 दिनांक : 18-03-2024

My SBI account is put on hold

M101 TNHB COLONY TENKASI

tresr

महोदया/महोदय

रिज़र्व बैंक एकीकृ त लोकपाल योजना, 2021 (आरबी-आईओएस) के तहत STATE BANK OF INDIA के विरुद्ध दिनांक 26-
12-2023 की आपकी शिकायत – N202324027008953
भारतीय रिजर्व बैंक की ओर से शुभकामनाएं !

उपर्युक्त शिकायत की हमने सावधानी पूर्वक जांच की है और इस संबंध में हमारी टिप्पणियाँ निम्नानुसार प्रस्तुत हैं।

2. The following was observed from the submission made by the bank and you on the banks clarifications :- (a) Your
husband Mr Paulraj has been sanctioned a car loan for 10.97 Lakh on 19-07-2022. The ECS amount for the car loan
bounced on the month of July 2023, August 2023, September 2023 and October 2023. The borrower could not be
contacted by the bank. (b) The loan turned NPA and seizure notice has been issued by the bank. The recovery agency
visited the residence of Mr Paulraj at Bangalore and the employer of the borrower UD Trucks India Pvt Ltd on 06-11-2023
and again on 10-11-2023. However, they were not given any proper response. (c) After coming to know that the bank is
trying to seize the car, you contacted the bank on 18-11-2023. You were advised to either close the loan account or
surrender the car and submit legal heir certificate to the bank. You are yet to submit legal heir certificate to the bank till
date. (d) During the visit by recovery agent to native village of the borrower Mr. paulraj , the father of Mr. Paulraj intimated
that the borrower has passed away on 28-06-2023. The car is in your possession . They too did not provide legal heir
certificate to the bank. (e) On the subsequent follow up, the borrowers father lodged a complaint with Pavoor Chathiram
Police station on 14-12-2023 for recovery of the car from you. Yuu have assured the police regarding surrender of the car
to the bank. However, the same is yet to happen. (f) You have stopped attending phone calls from recovery agents and
the bank is not able to locate the car. (g) The bank further intimated that, you are using the car regularly which is evident
from the FASTAG service. However, the car is yet to be surrendered (h) Without any recourse the bank has put a "Hold"
on your savings bank account as you are one of the legal heirs of the borrower Mr. Paulraj. The bank intimated that the
"Hold" will be removed upon closure of the loan availed by Mr. Paulraj or surrender of car alongwith submission of legal
heir certificate to the bank. (i) You in your comment claimed that the hand over of the car got delayed due to difference
between the outstanding demand made by the recovery agent and the loan outstanding. (j) You claimed that the lien mark
in your account is not fair/legal. You are neither a co-borrower nor a guarantor to the said loan account, unnecessarily the
recovery agent and the bank manager is mentally harassing her. It is observed that the bank has a hypothecation on the
car purchased on loan by your deceased husband. The bank has taken action to secure possession of the vehicle.
However, in spite of your claim to the contrary that you are willing to surrender the car which has been confirmed against
a police complaint the car is yet to be handed over. The documents provided by the bank indicates that the car is being
used by you. Hence, without any recourse the bank has freezed the account to secure possession of the car which is
hypothecated to them. Hence, your claim of harassment due to action taken by the bank to secure possession of the car
resulted in harassment is not sustainable.

3. उपर्युक्त को ध्यान में रखते हुए, हमने आपकी शिकायत को रिज़र्व बैंक - एकीकृ त लोकपाल योजना, 2021 के खंड 16(2)(a) के तहत बंद कर
दिया है।[1]

4. यह आरबीआई लोकपाल के अनुमोदन से जारी किया जा रहा है।

5. हम आपसे अनुरोध करते हैं कि आप उपर्युक्त समाधान के संबंध में https://cms.rbi.org.in पर फीडबैक प्रदान करें ।

हमें आशा है कि आप इस बात को समझेंगे।

सादर
आरबीआई लोकपाल कार्यालय
भारतीय रिजर्व बैंक

· यह एक सिस्टम जनित पत्र है और हस्ताक्षर की आवश्यकता नहीं है।

· कृ पया इस ईमेल का जवाब न दें। इनका उत्तर दिया जाना संभव नहीं है।
· यदि आपकोकिसी अन्य सूचना या स्पष्टीकरण की आवश्यकता है, तो कृ पया हमारे टोल-फ्री नंबर :14448 (राष्ट्रीय अवकाश को
छोड़कर सप्ताह के सभी कार्यदिवस पर सुबह 8:00 बजे से रात 10:00 बजे के बीच उपलब्धपर ) संपर्क करें ।
 · योजना के खण्ड "16(2)(a)" के अंतर्गत बंद की गई शिकायतें अपील योग्य नहीं हैं।

[1] “Complaint is rejected under Clause 16(2)(a) of the Reserve Bank - Integrated Ombudsman Scheme,
2021 : 'In the opinion of the Ombudsman, there is no deficiency in service'” (https://cms.rbi.org.in)