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Car Loan Grievance Closed Based on Satisfaction Email Despite Unresolved Concerns

Bank of BarodaPC-2026-02999Banking & LoansAnonymous ·
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When customer satisfaction is recorded before a grievance is resolved, who is accountable? I am sharing my experience with Bank of Baroda because the handling of my car loan grievance raises serious concerns about professionalism and customer care. My concerns relate to repeated loan rephasing, extension of tenure beyond the original schedule, EMI changes and the additional interest burden. Despite repeated follow-ups with the Branch Manager and subsequently the Nodal Manager, I did not receive the detailed, calculation-based explanation I requested during the RBI Ombudsman proceedings. I repeatedly sought a written breakdown of the interest charged, the impact of tenure extension, EMI revisions and the additional instalments. My concerns remained unresolved. Then came the request for a satisfaction email. While travelling abroad, I received calls from the Branch Manager at around 9:30 PM, seeking my satisfaction email and assuring me that my concerns would be addressed. Trusting that assurance, I responded in good faith. What happened next was disappointing. When I followed up, I was told that the Branch Manager would coordinate with the Regional Manager and call me back. The call never came. The next day, I was told that the Regional Manager was reviewing my case and that we would connect in the evening. Again, no call came. Subsequent follow-ups have not resulted in the promised discussion or a comprehensive written response. Meanwhile, the RBI Ombudsman closed my complaint under Clause 14(8)(b) of the RBI Integrated Ombudsman Scheme, 2026, relying on my satisfaction email. I had expressed satisfaction based on the bank’s assurance of a future resolution—not because my concerns had actually been resolved. Requesting satisfaction and then failing to honour the assurance is not professional grievance handling. Customer satisfaction should be the outcome of resolution, not a substitute for it. My request to Bank of Baroda is simple: - Provide a detailed, point-wise written response with supporting calculations. - Explain the EMI revisions, tenure extension and additional interest impact. - Reconcile the discrepancies in the EMI amounts. - Honour the assurance given and resolve the matter transparently. I have retained the relevant communications and approached RBI for guidance on the available options. A customer's trust should not be treated as a formality. It should be honoured. RBI Complaint No: N202627021019665 #BankOfBaroda #CustomerService #Banking #Accountability #RBI Bank of Baroda #RBI Reserve Bank of India (RBI) Dr Debadatta Chand sir this is how your bank works. Even escalting on social media has 0 impact.

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  1. Case filed

    System · 26 Oct 2026, 9:44 am

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