According to RBI guidelines, before sending a recovery agent, the bank is supposed to send you a letter with a picture, name and phone number of the agent. The agent is also supposed to carry a copy of the letter when he comes. Ask for the letter. If they don’t have it don’t entertain them. If they create a scene, dial 100 and call the police control room.
If they barge into your house, they commit a crime of trespass. You can call the police and seek their help. “If women are alone in the house and the agents don’t leave, they can call the police helpline
You have a right to privacy. The recovery agent cannot discuss the debt to another person. So don’t panic if he threatens to tell neighbours or co-workers about your debt. If he does so, you can file a complaint against him with the bank.
Time: The recovery agent should contact you between 7am and 7pm. However, if your working hours or work shift does not permit this, you may be contacted beyond this time limit.
Calls: You can choose the place and time for receiving recovery calls. You can also request them to not call you at a particular place or time. For instance, if you don’t want to receive calls at work, specify the same to the agent or the bank. Keep in mind, they will respect your request only till they feel you are not avoiding them.
Decency: The recovery agent has to talk to you in a decent and civilized manner. No abusive language should be used. Also, the written communication sent by the banks should be easy to understand.
Investigation: If you file a complaint against a recovery agent, the bank needs to investigate the matter. This makes recovery agents accountable for their collection practice.