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Credit card recovery agents can contact you about dues, but they have to follow the RBI guidelines while contacting. They cannot intimidate, harass, publicly humiliate, or abuse you. Also, the agents can’t contact your friends or family to annoy them or trespass into their privacy. The card issuer is responsible for the behaviour of their recovery agents and should give the customer details about the agent. If you are harassed, you can first complain to the card issuer and then approach the RBI Ombudsman if you think you are eligible.
Key Takeaways:
Recovery agents can contact a cardholder about an overdue balance and talk with them about ways of repayment. Still, the means of such contact are strictly regulated by the RBI guidelines. Moreover, according to the RBI recovery agent guidelines, banks must notify borrowers of the recovery agency and give the agent the proper identification and authorisation.
These calls are not considered an appropriate method of credit card debt recovery:
However, this does not mean that a recovery agent will simply stop calling if a cardholder refuses to pay. Even though the calls should not be threatening, abusive, or harassing, the overdue payment still has to be payable. The RBI’s recovery-agent guidelines require banks to ensure that recovery agents follow the applicable recovery and fair-practice requirements.
In case of misbehaviour by a recovery agent, it is best to preserve evidence (messages, emails and call details) to the contrary rather than try to ignore them. This could come in handy when registering a formal complaint.
The first step would be to complain to the credit card issuer via its grievance-redressal mechanism. RBI's credit-card guidance requires card issuers to have a grievance-redressal mechanism, as well as make that information readily available to customers, and also provides for escalation in case of unresolved complaints.
A practical approach would be to:
RBI has observed that complaints related to abusive recovery practices could trigger supervisory oversight. Further, it has reiterated that the banks are responsible for acts of their recovery agents as well as other outsourced service providers.
Not all bad calls concerning an unpleasant recovery agent are a violation. However, there are some red flags that go beyond simple harassment and constitute a violation.
*T&C Apply
Not all bad calls are a violation. However, there are several red flags that may indicate such a problem. If the agent goes beyond standard debt collection and threatens to cause the borrower undue mental pain or suffering, it is a violation. In such cases, it is necessary to collect evidence and send it to the relevant channel to report the incident.
If a recovery agent harasses you, follow a certain complaint procedure. Keep evidence, complain to the lender first, and take the matter to the RBI’s grievance cell if required.
Make sure to keep records of all conversations you have with the recovery agent. Include the date and time of the conversation, the agent’s name, the bank or lender’s details, and any threats made. Save screenshots of WhatsApp messages, SMS, emails and other evidence.
Give a written complaint to the bank or NBFC’s grievance officer. In it, describe the incident, including the dates and evidence. Mention what you want the bank to do.
If your complaint isn’t resolved, escalate it to the next level as per the bank’s grievance redressal process. Attach the complaint you’d already made, the evidence and the bank’s response or mention that you haven’t received a response yet.
If the complaint isn’t resolved by the concerned entity or you haven’t heard back within 30 days of escalation, approach the RBI Ombudsman applicable for the entity concerned. It’s a free-of-cost process.
A written complaint along with evidence serves as proof of your grievance. If it isn’t resolved by the bank, you can approach RBI’s Ombudsman for a different channel of redressal.
Credit card dues are due, but recovery cannot be done by any means that involve harassing or threatening language. Keep a record of all calls, messages and other communication if an agent goes too far. The customer can then approach the grievance redressal system of his card issuer and keep track of the complaint reference. If the problem isn't resolved, you can approach the 2026 RBI Ombudsman route. Knowing these should help you handle collection calls calmly.
No. Recovery agents should not use threats, abusive language, intimidation or humiliation when trying to recover outstanding credit card dues. You can document such conduct and raise a complaint with the card issuer.
Recovery calls must not be made before 8 AM or after 7 PM. If the agent bothers you repeatedly outside these hours, keep a record of the calls and mention it in your complaint.
A recovery agent should not contact your family members, friends, colleagues, employers, neighbours, etc. to disclose outstanding debt or put pressure on you.
Stay calm and avoid arguments. Take note of the date and time, save messages or emails and record other available evidence. You can then complain to the card issuer through its official grievance channel.
Yes. You can ask the caller to provide the recovery agency’s name and relevant authorisation details. RBI guidelines also provide for identification and authorisation when recovery agents contact borrowers.
Yes, banks are responsible for the actions of the recovery agents engaged by them and RBI guidance expects the banks to ensure that their agents comply with the applicable recovery requirements and norms while undertaking the collection of dues.
Complaint to the card issuer/lender through the official grievance-redressal channel of the card issuer/lender first. It is advisable to retain the complaint reference and supporting evidence that could be required if further escalation is needed.
Retain screenshots of messages, emails, call records and other modes of communication. Also, record the name of the agent, agency, date, time and details of threatening or abusive behaviour.
If the complaint is not resolved satisfactorily by the concerned entity or if a complaint is not addressed within the stipulated time, you can consider approaching the RBI Ombudsman as per the applicable scheme.
No, it must be noted that a complaint about harassment does not cancel or waive the credit card dues. The complaint pertains to your grievance about the manner in which the dues are being recovered while the credit card dues still remain as your liability.
