Call Summary
- 13 Sep, 17:55DS-30% · Fatal
Fatal: documents on personal WhatsApp, disbursal date guaranteed, insurance consent never taken
The same officer who held a disbursal five days earlier ran this file the opposite way under month-end pressure. No authentication before reading out the sanctioned amount, rate and EMI. A guaranteed Wednesday disbursal with two documents still missing, and the customer told to commit a supplier payment against it. Documents routed to his personal WhatsApp with the bank portal argued against. A ticked insurance premium presented as standard, with a direct question about whether it was compulsory left unanswered. And when the customer volunteered that she had paid the DSA 20,000 rupees in cash, he confirmed it as a legitimate agent charge.
“Sanctioned Rs 12,00,000 · 16.00% p.a. · 60 months · EMI Rs 29,180 · officer states "the money will come on Wednesday, definitely" before documents were complete · insurance Rs 34,800 found ticked, consent never taken · GST returns and bank statements requested on the officer’s personal WhatsApp”
Shabnam Ansari
How each stage of the call scored
The stage scores above show how the officer did on each part of the call. A fatal breach is zero-tolerance, so it sets the whole call score to 0, whatever the stage scores were: Call 1 scored 30% on its stages → 0% (3 fatals).