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Manoj Madhusudhanan took a ₹1.86 crore home loan from ICICI Bank.
As collateral, he handed over his original property documents. Every homebuyer does this. You have no choice.
ICICI Bank sent those documents to their storage facility in Hyderabad via courier. Somewhere on that journey — Bangalore to Hyderabad — the documents vanished.
Gone. Originals. Irreplaceable.
When Manoj found out, ICICI Bank had one answer: it was the courier company's fault. Not ours.
He went to the Banking Ombudsman. They told ICICI to publish a public notice about the loss and pay him ₹25,000 for the trouble.
Twenty-five thousand rupees. For losing the original documents to a ₹1.86 crore property.
Manoj sent a legal notice. ICICI denied any mistake.
He went to the NCDRC.
The apex consumer court looked at the facts. The bank had taken custody of the documents. The bank had chosen the courier. The bank could not hand that liability to a third party and walk away.
ICICI Bank — India's second-largest private bank, ₹9 lakh crore in assets — was held liable. Ordered to obtain reconstructed certified copies, issue an indemnity bond, and pay ₹25 lakh in compensation.
One loan. One lost file. One bank that blamed the courier.
Save this — if your bank loses your original property documents, they cannot blame their courier agent. The documents were in their custody. The liability is theirs. File at your district consumer forum. The law is on your side.
(Source: Manoj Madhusudhanan vs. ICICI Bank Ltd. | NCDRC | LiveLaw, September 2023)
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