MORNBFI Vol. 1 - Planters Development Bank

§§ 4320Q.12 - 4320Q.1410.12.31against any amount/s due and payable onhis credit card which have not been paid inaccordance with the terms of the agreement/contract.§ 4320Q.13 (2008 - 4337Q.13)Handling of complaints. QBs or subsidiary/affiliate credit card companies shall givecardholders at least twenty (20) calendardays from statement date to examinecharges posted in his/her statement ofaccount and inform the QB/subsidiarycredit card companies in writing of anybilling error or discrepancy. Within ten(10) calendar days from receipt of suchwritten notice, the QB/subsidiary creditcard company shall send a writtenacknowledgement to the cardholder unlessthe action required is taken within such ten(10)-day period.Not later than two (2) billing cycles ortwo (2) months which in no case shallexceed ninety (90) days after receipt of thenotice and prior to taking any action tocollect the contested amount, or any partthereof, QBs/subsidiary credit cardcompanies shall make appropriatecorrections in their records and/or send awritten explanation or clarification to thecardholder after conducting aninvestigation. Nothing in this Subsectionshall be construed to prohibit any actionby the QB/subsidiary credit card companyto collect any amount which has not beenindicated by the cardholder to contain abilling error or apply against the credit limitof the cardholder the amount indicated tobe in error.§ 4320Q.14 (2008 - 4337Q.14) Unfaircollection practices. QBs, subsidiary/affiliate credit card companies,collection agencies, counsels and otheragents may resort to all reasonable andlegally permissible means to collectamounts due them under the credit cardagreement: Provided, That in the exerciseof their rights and performance of duties,they must observe good faith andreasonable conduct and refrain fromengaging in unscrupulous or untoward acts.Without limiting the general application ofthe foregoing, the following conduct is aviolation of this Subsection:a. the use or threat of violence or othercriminal means to harm the physical person,reputation, or property of any person;b. the use of obscenities, insults, orprofane language which amount to a criminalact or offense under applicable laws;c. disclosure of the names of creditcardholders who allegedly refuse to pay debts,except as allowed under Subsec. 4320Q.9;d. threat to take any action that cannotlegally be taken;e. communicating or threat tocommunicate to any person creditinformation which is known to be false,including failure to communicate that a debtis being disputed;f. any false representation or deceptivemeans to collect or attempt to collect anydebt or to obtain information concerning acardholder; andg. making contact at unreasonable/inconvenient times or hours which shall bedefined as contact before 6:00 A.M. or after10:00 P.M., unless the account is past duefor more than sixty (60) days or thecardholder has given express permission orsaid times are the only reasonable orconvenient opportunities for contact.QBs and their subsidiary/affiliate creditcard companies shall inform theircardholders in writing of the endorsementof the collection of their account to acollection agency/agent, or the endorsementof their account from one collection agency/agent to another, at least seven (7) days priorto the actual endorsement. The notificationshall include the full name of the collectionagency and its contact details: Provided,Q RegulationsPart III - Page 20Manual of Regulations for Non-Bank Financial Institutions