NBFC Loan Complaint Guide - गैर बैंकिंग वित्तीय कंपनी शिकायत

अगर किसी NBFC (Non-Banking Financial Company) जैसे Bajaj Finance, Muthoot Finance, Manappuram, Home Credit, IIFL, या digital lending apps (KreditBee, MoneyTap, Navi, mPokket) ने आपके साथ गलत किया है — जैसे गलत ब्याज दर, छिपे हुए शुल्क, जबरदस्ती लोन देना, या अवैध रिकवरी — तो RBI के पास शिकायत का रास्ता है। **आम NBFC समस्याएं:** - ब्याज दर (Interest Rate) बताई गई दर से ज़्यादा काटी जा रही है - Processing fee, insurance, documentation charges बिना बताए काट लिए - Pre-closure / Foreclosure penalty बहुत ज़्यादा है - EMI auto-debit गलत तारीख पर या गलत राशि काट रहा है - NOC / Loan Closure Certificate नहीं दे रहे - CIBIL में paid loan अभी भी "active" या "overdue" दिखा रहा है - Digital lending app ने बिना अनुमति contact list access किया **RBI के नियम (2026):** - सभी NBFC को RBI में registered होना अनिवार्य है - RBI ने digital lending guidelines 2022 को और कड़ा किया है - Loan disbursal और recovery सिर्फ बैंक अकाउंट के through होना चाहिए - तीसरे पक्ष (third party) को borrower की जानकारी शेयर करना प्रतिबंधित है - Pre-closure charges: Home loan पर NIL (floating rate), Personal loan पर RBI guidelines apply **आवश्यक दस्तावेज़:** - लोन अकाउंट नंबर और सैंक्शन लेटर - EMI payment history (बैंक स्टेटमेंट) - लोन agreement की कॉपी - NBFC से हुई सभी written communication - CIBIL रिपोर्ट (अगर गलत entry है तो) - Processing fee / charges का receipt **प्रमुख NBFC ग्रीवांस कॉन्टैक्ट:** - Bajaj Finance: 1800-209-0260 | wecare@bajajfinserv.in - Muthoot Finance: 1800-313-1212 | customercare@maboroothfinance.com - IIFL Finance: 1800-267-3000 | complaints@iifl.com - Home Credit: 1800-102-1515 | escalation@homecredit.co.in ## Real Problem Examples Use this route for failed UPI debit without refund, unauthorized transaction, ATM cash not dispensed, credit card charge dispute, account freeze without proper notice, loan EMI error, wrong penalty charge, delayed closure request, or poor response from branch/customer care. Banking disputes need a clean paper trail because the RBI Ombudsman normally expects proof that the bank was approached first. ## Exact Complaint Strategy First submit a written complaint to the bank through branch, official email, internet banking, or grievance portal. Write the account number only partially in public-facing documents and keep sensitive details private. Mention transaction ID, date, amount, merchant/beneficiary, complaint category, and the exact relief requested. Ask for written acknowledgment. If the bank does not reply within 30 days, rejects the complaint without proper reason, or gives an unsatisfactory response, escalate through the RBI Integrated Ombudsman Scheme portal. ## Documents and Proof Keep account statement, transaction screenshot, UTR/RRN, ATM slip if available, SMS/email alerts, card statement, previous complaint acknowledgment, bank replies, KYC or account closure request proof, loan sanction letter if relevant, and any fraud report or cyber complaint reference if the issue involves unauthorized debit. ## Timeline to Follow For unauthorized transactions, inform the bank immediately because delay can affect liability. For ordinary service complaints, submit a bank complaint and preserve acknowledgment. Wait up to 30 days for bank response before RBI Ombudsman escalation, unless the issue is urgent fraud where parallel cyber/bank reporting is needed. After RBI submission, track the complaint regularly and respond to document requests quickly. ## Escalation Route First: branch/customer care/grievance officer. Second: principal nodal officer of the bank. Third: RBI Complaint Management System / Integrated Ombudsman. For cyber fraud, also use the cybercrime helpline/portal and inform the bank in writing. ## Sample Complaint Draft Subject: Banking complaint regarding {{transaction_or_account_issue}} I am customer {{your_name}} holding account/card ending {{last_digits}}. On {{date}}, an issue occurred: {{issue_details}}. The amount involved is Rs. {{amount}} and the transaction/reference number is {{reference_number}}. I complained to the bank on {{bank_complaint_date}} with reference {{bank_ticket_number}}, but the issue is unresolved/response is unsatisfactory. Please investigate, reverse the amount or correct the service issue, and provide a written explanation. ## FAQs Q: Can I approach RBI directly? A: In most cases, first complain to the bank and wait up to 30 days or receive a final unsatisfactory response. Q: What if fraud happened? A: Inform the bank immediately, block card/account access if needed, and file cybercrime complaint where applicable. Q: Is a phone call enough proof? A: No. Always keep written acknowledgment, ticket number, email, or branch-stamped copy.