Unethical behavior by Citibank Employees & Provided false information to RBI

Respected Sir / Madam,

Unfortunately chose Citibank and received atrocious service.

On 1st May 2021 my Personal Loan EMI was due, unwillingly I was not able to make the payment as I was unemployed.
I informed the bank officials who contacted me that I have not received my funds yet, Hence it's not possible for me to update the payment this month but I'll pay it on 1st june 2021.

Between 2nd may 2021 till 15th may 2021 I updated more than 7 times that I will be making the payment for the month of May 2021 and June 2021 directly on 1st June 2021.

Even after updating the bank several times a collection recovery agent visited my address on 19th May 2021 without any prior intimation.
On top of that my personal loan details along with the EMI amount was disclosed in front of my family and my neighbours. (My father and my mother are NOT guarantors or power of attorney for my account) But the recovery agent willingly / unwillingly / fortunately / unfortunately disclosed the details.

After writing to the RBI, I received a call from Mr. Thomas from Citibank who mentioned " He spoke to the collection agent unfortunately the details were disclosed and was not done intentionally, However he is sorry for the same and this won't happen again"

Because of unprofessionalism and irresponsible behaviour by your recovery agent I am not staying at my own house now.

Response which I received from RNO's.
1) Sent an email to Citibank about the same on the 20th May 2021 for which I received a reply from Sudha Yogesh.
I have attached the screenshots of the email. ( I complained about the recovery agent for my personal loan and Ms.Sudha Yogesh had responded about my card outstanding )

2) Ms. Jisha Menon responded to my email on 26th June 2021 .
Reply from Citibank's Respected Regional Nodal Officer
" In this case, our officers had duly contacted you on May 6, May 15 and May 24th respectively. Since there was no commitment given by you on remitting the payment, our officer
had visited his residence on May 19, 2021, wherein our officer had requested you to remit payment towards the loan outstanding"
I have attached the screenshot for this email too.

3) I responded on 1st July 2021 and attached a screenshot for the same, got a reply from Ms. Sonal Agarwal on 23rd July 2021.
Now Ms. Agarwal came up with a new point stating that Citibank sent me an email and SMS about the field visit on the 4th May 2021. ( Has RBI given authority to citibank to schedule a field visit with in 19 days of the EMI bounce and has RBI given right to the agents that they can disclose the personal loan details to third party? )

3 responses in 2 months which are completely Irrelevant / Incomplete / Without a solution.
This is how Citibank Customers are misguided.

I also spoke to Pravin from the collections team of Citibank on 30th September 2021 regarding the issue.
Unfortunately he was even unable to see any of the calls made by citibank in the month of May 2021.
However he mentioned that on 15th May 2021 on my account it is updated that you will be paying the outstanding for the month of May and June directly in the month of June 2021.

Big Questions to the bank officials:
1) If it is already updated on the 15th May 2021 and before that about the payment then how and why did Jisha Menon forward incorrect Information to RBI?

2) After your manager Mr. Thomas on your recorded call agreed that unwillingly details were shared with the third party, why are the RNO's not talking about it and sending irrelevant information?

3) Why is there a delay of 5 months for just getting a solution for 1 concern.

4) Why is Citibank hesitating to accept the mistake and why is Citibank misguiding RBI with incorrect information?


I have attached 3 screenshots of an Email sent by me and also 3 irrelevant responses which I have received from the Bank officials.
Below are the reference numbers and RBI complaint number which I have attached.

Citi Bank Reference number:
1) 035-035-370
2) 034-963-086
3) 034-897-315

RBI Complaint number:
1) 202122013005239
2) 202122013009947

Requesting Citibank's responsible officials along with RBI officials to have an external investigation for the same as this is something serious.
Kindly check the call recording from 2nd May 2021 - 15th May 2021, also check the type of incomplete / Incorrect investigation that was done because of which Citibank ended up giving false information to RBI.
It's not always about the money, it's about integrity and maintaining customer information.

There is no response from the banks end post that and they have marked this matter as closed.
After providing all the relevant proofs the bank is still denying, hence I have stopped the payment to the bank now.

However the bank need to justify why are they providing false information to the RBI and should also provide compensation for the same as because of their unethical practice I don't stay at my own house, because of bad cibil I am not able to get a job in my domain.
I am not able to use any of my bank accounts.