Saturday, November 10, 2007

When a nation of freeloaders meets credit culture....

... the result sometimes is not pretty.

Meet the media's latest flogging horse: ICICI bank!

So, the story goes as follows. An honest to God hardworking individual took out a personal car loan. He paid 26 installments, all on time. Then it happened. His financial situation took a turn for the worse. He defaulted on two payments. Just two! Imagine that! All hell broke loose. His car got repossessed and sold.

If you asked the man on the street, nine out of ten times you would hear choice expletives about the bank. Turn the question on its head and ask the same man, how would he like to get defaulted on a loan from him? Chances are he will give you a funny look. How dare you!

Granted that these financial institutions are sometimes using questionable tactics to recover loans. It is also true that even the Police are sometimes hand in glove with the banks, thus grossly abusing their power. However, it is alarming how no one is raising a basic question. Can a bank morally expect its loans to be paid on time? The answer should be a resounding yes.

Yet the media is exploiting popular sentiments by projecting images of money lenders who operate in the unorganized sector. The "victims" of ICICI bank are nothing like the hapless rural debtors who have no choice. Usually these are urban area folks who could not manage their finances well. Quite frequently these people are scam artists or live way beyond their means.

T
here are three reasons why this is happening. First and foremost, India is hardly an isolated example of financial institutions using goondas to recover loans. Consumers in emerging economies simply do not have enough credit history. There have been credit card crisis in almost all emerging countries - South Korea, Taiwan - you name it. All these countries have resorted to strong arm tactics and perhaps still do. Secondly, silly Government regulations and lack of infrastructure prevents financial institutes from recovering money using legal means. If a bank were to fight out every case of loan default in an Indian court of law, it might as well pack up and leave. Third and perhaps most significant for India, banks are obligated to make politically mandated non-performing loans to certain vote banks. This puts pressure on banks to increase their recovery rates in areas where they can. After all, personal finance remains a cut-throat business. As a side point, lack of infrastructure and institutional support actually prevents these banks to reach out to rural customers, the type who easily fall prey to loan sharks.

In a nation weaned on entitlement for generations, banks like ICICI seem like an ocean, free for the dipping by one and all. People tend to consider bank loan defaults like a victimless crime. If you enjoy a good or service, you got to pay for it. If your future finances are not reasonably secure, you could always take out a loan default insurance. Better still, take the public transport, while you work out a way to make more mullah.

O
f course there is a far more sinister side to all this hoopla about ICICI bank while various money lenders in the country continue to use inhuman methods to recoup their loans, such as slavery, bondage etc. A brief look at the history of ICICI bank reveals that this is a professionally run institution, meaning it is not managed by a family. This bank has emerged as the top commercial bank in the country. As a matter of fact, ICICI bank has quite a few women in their top leadership. However, the success of the bank may prove to be its downfall. The political establishment is beginning to discover ways to seek rent from this new windfall. The media is just acting as cheerleaders to a process by which the fortunes of this institution will finally fall into the hands of the only kind of business that survives in socialist India, namely a family run conglomerate.

5 comments:

In The Shadows said...
This comment has been removed by the author.
In The Shadows said...

BarbarIndian,

I have written a post about the same. I had a bad experience with the bank because of somebody else's fault. The bank is very right in repossessing your car if you fail to pay for it. But it is very wrong to employ goons to beat up customers.

Its also not just about repaying loans on time. Its about some ethical business practices. Granted that companies sometimes do flout norms and ethics, but ICICI bank is excessive. ICICI bank is famous as a cheat bank these days, the retail customers tend to avoid doing business with them.

Regarding that its a professionally managed institution - It was when it started out. These days its sad to visit any of its branches or call up the idiots at their call center.

Other friends of mine who have taken loans from HDFC or SBI do not have any complaints.

Really, its the bank's job to find out about a customer and determine his or her creditworthiness. And a genuine customer should not be made to pay for government rules of giving non-performing loans to minorities. Yes, the bank should pack up and leave if it cannot do business.

The link you provided also lists out the criminal activities of the bank's agents.

I have listed out my experiences with the bank. And yeah, I am an ordinary guy, with no political connections. Heck, I am not even a part of any votebank. I cannot get away with their money. Still, my other bank had some problems with their transaction processing (they admitted so), they delayed clearing my EMI. But ICICI bank sends goons after me... I dont think this behaviour is civilized. I dont see any difference between rural moneylenders and ICICI bank. And its not just me, many people I know have had such issues.

An uncle of mine was sent a cheque for a personal loan he never applied for (and he doesnt need a loan, he is doing pretty well). He returned the cheque but they asked for Rs 250 fine for whatever goddamn reason.

BarbarIndian, ICICI bank may be the media's new punching bag, for political reasons whatever, but many of the stories you would hear from nine out of ten men on the street on the street are real.

Anonymous said...

Barb

excellent post once again!

I have had my share of unpleasant and irritating experiences with ICICI. The bank is well-known for its processes laced with rigor (which is expected and an appreciated factor for a financial institution as it drives the credibility factor for the brand, especially when it is in Money Management). This Indian Multinational bank is a lot more efficient and nimble than other banks, processes of which at times confuses the hell out of most. DFC certainly is a strong contender for ICICI, w.r.t productinnovation and customer services

a few irritants that almost haunted us are

a)My mother was happier than I,when she learnt that I cleared the car loan I took from ICICI.the simple reason is the amount of junk - DMs, the mailers, generous measures of loan schemes addressed to my mother, a gentle homemaker, did scare the living daylights out of her
b)Along with the papery onslaught,she used to get junky phone calls from professional customer support teams mumbling some financial jargon at her
c)The most horrid thing happened to me last week-
I have been a policy holder of ICICI Life n Pension schemes for the last 5 years.There's been ETS understanding between the bank n myself w.r.t funds transfer.
I received a foul smelling sms from ICICI informing that the cheque bearing some ****** could not be entertained (why do I have to release the payment when the ETS-Electronic Transfer has been put in place)....does not it sound illogical....but the fact that there were no funds in my account when the so-termed cheque hit my account terrorised me to the extent I had to drive some 8 kms to check the status of my account at 10.30PM....why should I have to bear the wrath of the misinformed customer support team at ICICI?

@ am amused that the professionally managed financial institution needs the support of hooligans....ridiculous!

Anonymous Bloop

barbarindian said...

Shadows,

What you say is indeed alarming. The bank has to win confidence of the customers, else it will lose business.

In The Shadows said...

BarbarIndian,

Yeah, thats the reason why they are sending a small 5-6 page pamphlet with their mailers that lists out their code of conduct.

But they forgot to add an asterisk and the fine print below that says - We will try to be and do the opposite of what the code of conduct says.