Beaten in Broad Daylight in Pune Over Credit Card Dues: Find Out Where to File a Complaint Against Misconduct by Recovery Agents..

Complaint Regarding Harassment by Recovery Agents: When issuing credit cards, banks often enumerate various benefits and interact with customers in a very courteous manner. However, when a customer is unable to pay their bill on time for any reason, recovery agents—in many instances—begin resorting to abusive behavior and applying undue pressure in the name of debt recovery. Recently, a video surfaced from Pune in which several individuals are seen brutally kicking and punching a man in broad daylight.

 It is alleged that, due to the failure to pay a bill, recovery agents took the law into their own hands and engaged in hooliganism. This incident has once again raised serious questions regarding unethical recovery practices and the blatant disregard for established regulations. In this context, we explain today where customers can file a complaint if recovery agents act arbitrarily or engage in abusive behavior. Let's find out...

What Do the RBI Regulations Say?
According to RBI regulations, recovery agents must strictly respect the customer's privacy. Furthermore, agents are permitted to make calls or visit a customer's premises only between 8:00 AM and 7:00 PM, from Monday through Saturday. Additionally, if an agent violates these regulations, the bank itself may face heavy penalties.

Banks are not permitted to send just anyone to your home for debt collection purposes. Bank agents must be fully trained professionals. Moreover, every recovery agent is required to possess a certification from the IIBF (Indian Institute of Banking and Finance). Furthermore, it is mandatory for banks to publish a complete list of their authorized agents on their websites and mobile applications. This allows customers to verify whether the individual standing at their doorstep is a genuine representative or an imposter.

What Are Bank Agents NOT Allowed to Do?
Bank agents are prohibited from harassing customers during sensitive occasions such as weddings, festivals, or during times of bereavement (e.g., the death of a family member). Additionally, agents are strictly forbidden from using abusive language, profanity, or employing threatening and intimidating tactics. Furthermore, no agent is permitted to harass a customer by sending messages via social media or by making repeated phone calls.

Where to File a Complaint? If a recovery agent resorts to abusive behavior or hooliganism in the name of debt collection, customers should not be intimidated. You can avail yourself of the legal avenues outlined below:

**File an FIR**
If a recovery agent physically assaults you or issues death threats, customers should immediately visit their local police station and file a First Information Report (FIR).

**Complain to the RBI**
In instances of abusive behavior or hooliganism by a recovery agent, customers may lodge a complaint with the Nodal Officer of the concerned bank as well as with the Banking Ombudsman of the Reserve Bank of India (RBI). If no action is taken within 30 days, you may file a complaint on the RBI's portal (CMS) or call 14448.

**Demand Compensation**
Customers can file a lawsuit against recovery agents through the courts. Furthermore, they may also seek compensation for defamation and physical distress.

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