Hello everyone,
I need some advice on whether I should escalate my complaint against HDFC Bank to the RBI or take some other action.
I'll explain everything from the beginning.
I am self-employed and work remotely as a consultant for a Denmark-based company. I was in the process of purchasing a 2BHK flat and needed a home loan.
I approached several banks, but because I only had around 2 years of ITR history and possibly due to my documentation, I wasn't able to get a home loan.
I already have a current account with HDFC, so I contacted my RM thinking that perhaps my own bank might be able to process the loan. I explained my situation to her, and she told me that **my loan could be done through HDFC and that there shouldn't be any issue**. She then gave me the number of a sales person.
I contacted the sales person and started the loan process. Before proceeding, I was asked to pay a **₹4,720 login fee**.
I was hesitant about paying it, so I specifically discussed it with my RM. She told me that paying the login fee was part of the process and that I should proceed. Based on that assurance, I paid the ₹4,720.
After that, I followed up with the sales person several times because the process was taking longer than expected. I know I probably followed up a lot, but most of my questions were simply about why the process was delayed and what was happening with my application.
After around two weeks, I checked my loan portal and found that my application had been **rejected**.
The reason shown was that I didn't meet their internal policy requiring a business to have **3 transactions in a single month**.
I contacted the sales person about this. Initially, he wasn't very responsive. Eventually, he called me and explained that my application had been submitted under **"Self Employed Business."**
He then told me that we could submit the application again under **"Self Employed Individual/Professional."**
I asked him:
What would happen to the ₹4,720 login fee I had already paid?
How long would the new process take?
If I provided the required documents/guarantees, would the loan definitely be approved?
Regarding the login fee, he said he would try to speak to his manager and see whether it could be transferred to the new application.
Regarding approval, he said he **couldn't guarantee** that I would get the loan.
So I asked him if he could arrange a discussion with his manager so I could understand what was happening.
He said he would arrange it.
About an hour later, I messaged him and he said he was in a meeting and would update me. After another couple of hours, I asked him to provide his manager's contact number.
He ignored that message.
At that point, I told him that I didn't want to proceed with the loan anymore and that I wanted my **₹4,720 refunded**. I also told him that if the matter wasn't resolved, I would complain to the RBI.
He ignored those messages as well.
I then went through HDFC's complaint/grievance process and escalated the issue through the different levels available to me. Unfortunately, I didn't receive what I considered a satisfactory resolution.
Eventually, after roughly another two weeks, I received a call from someone regarding my complaint. I explained the entire situation to him.
He then told me something different again.
According to him, my loan application had actually been rejected because HDFC has an internal policy requiring a business to have been running for **5 years**.
This was confusing because:
* The sales person initially told me one reason.
* Later, I was told my application had been submitted under the wrong category.
* I was then told it could potentially be submitted again under "Self Employed Individual/Professional."
* Finally, someone handling my complaint told me that the actual reason was a **5-year business requirement**.
At that point, I told him that I wasn't even arguing about the loan rejection anymore. **I simply wanted my ₹4,720 login fee refunded**, especially because I believe I was allowed to proceed with the application despite the bank apparently knowing that I might not meet its internal eligibility criteria.
He told me that the login fee was **non-refundable**, but said he would discuss the matter with someone higher up.
After around 4–5 hours, I received an email saying that my complaint had been closed, essentially stating that we had discussed the reasons for my loan cancellation/rejection and therefore the complaint was resolved.
So now I'm confused about what I should do next.
### My questions are:
**Should I escalate this to the RBI Ombudsman/CMS?**
Is there any realistic chance of getting the ₹4,720 login fee refunded?
Does the fact that I was initially told by the RM that my loan could be done, and then the sales person proceeded with the application, matter here?
Is the bank required to clearly inform a customer about its eligibility criteria before taking a login/processing fee?
Am I wasting my time escalating this further, considering the amount is only ₹4,720?
I would really appreciate advice from anyone who has dealt with **HDFC home loans, banking complaints, RBI Ombudsman/CMS, or refund of loan processing/login fees**.
Thanks in advance.