A good score, a stuck loan — and one remark that wasn't true.

By Rudolph Mathias, Credit Analyst, Kenstone Credit.

Background

When Mr. Francis Xavier approached us, he was facing a challenge many borrowers don't expect: a good credit score, a healthy repayment history, and a personal loan application that simply would not move.

My initial review found the root cause. His HDB Financial Services personal loan, closed in full, was incorrectly reported with a Written-Off status. One reporting error, one stalled application. I reviewed the account history, repayment details, and reporting across all major bureaus to confirm it was the only significant negative remark, explained the process, the expected timeline, and the escalation stages if the standard route failed. He was onboarded on 1 June 2026, and I took ownership of the case.

My approach, the full ladder

Bank first. Formal representations to HDB Financial Services requesting removal of the incorrect status across all bureaus. The first challenge was silence, delays despite multiple follow-ups. I kept the matter active with continuous reminders.

Then a CIBIL dispute. I raised the dispute with TransUnion CIBIL and monitored it through the prescribed period. Here is the honest part: even after the dispute completed, the Written-Off status remained. The standard process was not going to be enough.

Then the PMO. I escalated through the Prime Minister's Office Grievance Portal with a detailed complaint and full supporting documents. Within seven working days, the bank acknowledged the reporting error, corrected the account status, and removed the remark.

Then verification. Once the correction reflected in CIBIL, I verified and monitored the profile across all major bureaus until the incorrect status was confirmed removed from every one.

The result

Report evidenceView the report, before and after+

StatusWritten-off → Removed Report pulls26 May → 26 June 2026 AccountHDB personal loan · closed RedactedAccount no. & amounts

Before · pulled 26 May 2026Written-off

After · pulled 26 June 2026Corrected

Same account, two CIBIL pulls one month apart. On the left, the report pulled just before onboarding still carries Credit Facility Status: Written-off, with the lender's certification frozen at July–August 2025, because HDB had stopped active monthly reporting. That staleness is exactly what kept the wrong status in place. On the right, after the escalation, the written-off status is gone and the account is reported closed. Account number and amounts are hidden; excerpts shown with the client's written consent.

Why this case matters

Even borrowers with good scores can be stopped cold by one wrong remark. And when the standard channels fail — as the CIBIL dispute did here — knowing the escalation ladder is the difference between a stuck case and a resolved one. My role continues until the report is accurate: representations, disputes, escalation, and follow-up to verified closure. We had committed to 35–45 working days; it took about thirty.

Published with the client's written consent.

0:35

They said it would be fixed in thirty-five to forty-five days — everything was fine in thirty.

Francis Xavier

HDB case · by Rudolph Mathias