Stuck for a year — even with another agency. Closed in three months.

By Michelle Juanita, Credit Analyst, Kenstone Credit.

Background

Mr. Surya Kant Shanbagh, a serving Navy professional from Mangalore, approached Kenstone Credit after almost a year of trying to resolve incorrect overdue amounts reported on his Bank of India credit card accounts. He had contacted customer care repeatedly, visited the branch whenever his service commitments allowed, and had even engaged another credit rectification agency. Despite months of follow-ups, nobody had obtained the correct account details, let alone resolved the issue. As he describes it himself on video, the disputed amount was trivially small — yet the discrepancy had sat on his record for years, quietly damaging his credit profile.

My approach

I did not treat this as just another dispute, because as a dispute it had already failed several times. Before raising anything, I analysed the case history to understand why it had remained unresolved — what had been asked, of whom, and where each attempt had died. From that, I prepared a structured escalation strategy: instead of repeating the customer-care route, I followed up consistently with the concerned departments and escalated to senior officials at Bank of India until the matter received the attention it deserved. Throughout, I kept Mr. Surya Kant informed of every stage — the process was never a black box to him.

The result

Once the bank verified the records, I guided him through the remaining formalities and tracked the corrections until they were reported accurately across the credit bureaus.

Why this case matters

Many people believe that if the bank cannot resolve an issue — or if one agency has already failed — nothing more can be done. The difference here was not a secret channel. It was analysing why previous attempts failed, escalating to the right level instead of repeating the wrong one, and refusing to let the file go quiet. Published with the client's written consent.

1:10

To my utter disbelief, my problem was sorted out within 3 months.

Suryakant Shanbagh

Client · Mangalore