Hello Sir/Ma’am, I am ______________, from the Services Quality

Control Department. I am calling to verify some details about the

call you had with our Sales/Legal team. Let me explain some
details and reconfirm some things.

1. Please note that the Agreement you have signed with us is of consultancy and negotiation
and representing you in all respects when it comes to settlement negotiations with the
Banks/NBFCs. The agreement also states that you agree to be upfront and forthcoming in
providing all information to your counsellor and remain engaged in the progress of the case.
That you also agree to be active and prompt in providing first-hand information to the
Advocate assigned to your case. Please follow advocate’s instructions to the letter and be
honest and upfront in all regards. Any reason you can provide can help expedite the process
of Loan Settlement.

2. Please note that there is a bucket system that is followed By the banks in which one Sir loan
is defaulted it is assigned to the zero bucket after that subsequent defaults lead the bucket
to shift to First, Second, third and then after a period of 92 days the account may be
declared non-performing asset (FINAL NPA BUCKET). Industry standards dictate that
settlement happens after at least 3 defaults of EMI payments already occurred then
settlement negotiations may begin. If the Account is already in NPA then contact may be
established with the lender and settlement process may begin.

3. Please make sure to check your name, DOB, PAN, email check if the amount of loans is
correct and accurate as per your Statement of Accounts.

4. Our Legal team will send letter templates that are needed to be sent to the bank. We inform
the bank not to auto debit from the existing account by way of e-nach, e-mandate or PDCs
since you have no funds available at all and that you are going through financial crisis.
Preferred Location intimation to inform the bank of a location where you are comfortable in
meeting and not your residence, place of work or any other undesired location.

5. In reference to our Voicemail service: Any calls made to you by the bank or its agents will be
received by the voicemail service and then a call back is placed by our voice mail department
and the report of the same can be shared with you upon your request. Also call forwarding
records how many calls have your number received from any particular contact and its
frequency and reason for calling is also recorded. Please note that the VMS Service requires
monthly renewal.

6. Enach Advantages: The eNACH facility enables the negotiation team to estabilish your
commitment towards the agreement and show the willingness to pay the settlement
amount as pet he agreement and accumulate it accordingly. The Enach facilities is a must
 since we establish the authorisation and negotiation done on your behalf and makes the
company responsible for the settlement of your accounts duly if and only you abide by the
clauses of the agreement duly. The eNACH also allows you to make regular payments that
also reflect upon your Experian credit score. Even though we are providing Legal Services,
the Legal Fees has been purposely restructured to resemble a Finserv Company EMI so that
in the periodic financial reports we send to the Credit Bureau, your credit worthiness.

7. We take action based on the tone of the agent, his behaviour and demeanour. The agents
can be acted against in a number of ways such as complaints, notices to the lenders
(principal bank) and letters of warning that are prepared by your legal counsellor as he or
she is the correct judge of the situation that is to be handled at different situations of
negotiation. Intimate situation to your cousel in a timely manner so that action will be taken
accordingly within due time frame.

8. In reference to Page 10, Annexure - C. It is suggested to put the Client EMI in the account
every month. A part of it is LS Fees and the rest (Cumulative deposit) shall go to the bank
account we advise you to open separately. The cumulative amount shows grows and helps
to pay off the debt if a settlement offer is made. This is a suggestive plan for how you
should save and add money in the account and after the cumulative deposit reaches a
certain amount, that amount can be used to settle one of your loans as per the Settlement
Options our Legal and Negotiation team will get the Bank to settle on the same. This is a
way to ensure that you save at least the suggested amount and save whatever you can
over and above that every month which will help you speed up the process. The Suggested
Plan Annex C is NOT the EMI structure for settlement, rather a roadmap to accumulating
sufficient funds to settle your debt accounts.

9. It must be also noted that there is a possibility of arising of a situation where you can be
offered amounts of settlements by the bank before the schedule of the agreement
wherein it must be noted that if the legal counsellor deems fit he can opt for multiple
shots amount for settlement amount as per the accumulated amount of settlement made
by you in your account.

10. In case of early settlements, the lawyer can decide on the amount of settlement and
decide according to your capacity to pay. In a situation there are multiple offers made
from more than one bank at a particular time, the lawyer shall decide to close one account
at one point of time and delay the other according to the amount of accumulation. It must
also be noted that the LS fee is to be paid as per the schedule even in cases of early
settlement

11. The Nature of the Recovery Process must be understood clearly.

Please confirm the following with the onboarded Client:

a) The Company and its lawyer panel is only in an advisory and consultancy capacity.
It shall be the legal counsellor’s job to guide you through the tumultuous process
of Loan Hard Recovery and respond to all legal communications duly and complete
the mandate procedures as per law.

b) You shall be “followed up” voluminously through tele calling by the Lenders and
Third-Party recovery agents on a daily basis which will be handled by the
Voicemail Service Team in an organised and legal manner if your VMS service is
activated and renewed monthly. The calls may reduce or fluctuate in quantity but
will surely happen but all this will be handled by our team.

c) There is a good possibility of Recovery Agents calling up reference numbers as

given by you to the bank as they are legally obligated to do so. However, if any
other person than the reference number is contacted the legal counsellor shall
duly complaint against the same as a Cyber Cell complaint as per the procedure of
the law.

d) There also lies a possibility of the Agents visiting your residence to verify the
address as there lies a regulation of the bank to verify the address. It must be
noted that if such visits happen legally through proper documentation, it is
acceptable but anything illegal or harassment or any kind of extortion techniques
are adopted is involved the company and the legal team shall respond and take
action accordingly and make sure relief is granted accordingly.

e) It must be clarified that if the client has given post dated cheques or has any
business loan which has collateral attached to it, there lies major possibility of a
Section 138 N.I. Act case being filed by the bank on bounces of such cheques or
attachment of property and business assets in the case of latter, which may result
in the client to visit the court premises or arbitrations as and when needed where
in the legal counsellor can help and client only REMOTELY and not through
physically being present in the same.

f) The lawyers and the whole of the legal team shall be making sure to having
preventive actions to control the situation whatsoever it may be and will be a legal
guide to your process of settlement as the settlement process is highly dynamic
and shall depend on various factors thus the legal counsellor shall keeping all the
factors in mind decide on an action on the situation and shall give you best advice
as per your needs and state of affairs.

g) The Client shall also be clear on this that the settlement amount he is
accumulating is for his settlement and the company will not contribute towards
any settlement amount as some clients feel that the LS fee is also a part of the
repayment fund that they set up. The LS fee is for our advisory services and not
used for settlement amount.
 h) The client shall also be made aware that the maximum settlement shots amount
that the bank gives can vary from 4-6, nothing more than that as can be seen by
the banks trail of giving settlement.

12. You will be provided the UID and Password to log in to our dashboard and check your
progress. Make recordings of any calls you take by chance and forward it to our cloud, we
will take action accordingly.

13. If you have any social media accounts, facebook, instagram, make sure you switch off the
visibility or set it to maximum privacy and make them secure and private. So that they don’t
get hold of any friends or relatives and harass them as well or share private info. Your call list
can be hacked and retrieved through the applications of the bank as well so kindly delete the
same in order to save breach of data. Please do so urgently as Agents have a habit of
extracting personal info through sketchy means.

14. The rest will be explained by your legal counsellor as and when assigned to your case. It is
advisable that you cooperate at the time of onboarding call after the Advocate assigned to
your case establishes contact with you over Text message or Call. An onboarding call is made
by the legal counsellor to understand your case in detail and to explain to you the legal side
of things, after that you will in the hands of our Legal panel.