Last week I wrote a harsh letter to ICICI bank (after breaking my head for 4 months). Few of my friends were facing the similar problem (with the same ICICI Branch). Here is how he dealt with it and manage to get the debit card in 24 hours flat:
I hope that you will be able to carve out ten minutes out of your time and read this mail. I understand you are a busy person but I assure you that the reason this mail is sent out to you is because I am, quite frankly, at the end of my tether. It’s quite a pity that despite my numerous complaints and phone calls, ICICI bank’s customer service has failed to take any action. Finally, I am left with no choice but send this mail to you – a copy of which I have forwarded to other parties (please see footnote).
I happen to own – and I use that word very loosely, a ICICI bank account. My account number is XXXXXXXXXX and it is opened at ICICI Bank – Bangalore (IndiraNagar branch).
From a customer’s perspective, my experience with ICICI Bank has been a terrible one. Here is the timeline of events:
24th February 2007
: Applied for a ICICI account. Informed that it will be opened in a week and debit card dispatched in ten days.
2nd March 2007
: Contact customer service for the first time. Told Debit Card and Cheque book will be “delivered in five working days”.
3rd March 2007
: Account is opened and am asked to deposit at least Rs. 5000/- as a minimum balance failing which I will be penalized.
8th March 2007
: Required amount deposited in ICICI account through e-transfer from my Citibank account. Rs. 111.00 deducted from my account towards “Debit Card charges “. Debit card and cheque book still not arrived.
9th March 2007
: Contact Customer Service for the second time. Told that Debit Card is dispatched and will reach in three days.
13th March 2007
: Contact Customer Service for the third time. Told that Debit Card was undelivered because room was locked. Notified Customer Care that since I am a working professional, my house will be locked from 10am to 7pm on all weekdays, so ask courier person to call me when he arrives since my place of work is five minutes away from my residence. Request noted and duly ignored.
Customer Service informs me that debit card will be sent again for the second time and process might take a while.
4th April 2007
: Make several attempts to contact customer care. Kept on hold and then call disconnected.
13th April 2007
: One month from time of last contact with Customer Care. Debit Card and Cheque Book still not arrived.
14th April 2007
: Contact Customer Service for the fourth time. Informed that Debit Card and Cheque Book is in ICICI, Indira Nagar branch. Apparently, it has been there for the last one month and no information was sent to me. Asked to collect the same from there. Request delivery to address. Request denied.
16th April 2007
: Visit ICICI, Indira Nagar. Made to wait for one hour and then informed that my Debit Card and Cheque book is NOT in the branch’s custody. I ask teller to cross-check with Customer Service. Request denied.
Note: Cash is locked in ICICI account. Attempt to e-transfer money out of ICICI account only to discover that debit card grid numbers are needed. All modes of cash transfer out of account (Cheque Book/ Debit Card/ E-transfer) are disabled for me . Told that if I wish to use withdrawal slip at bank, service charge will be added.
17th April 2007
: Contact Customer Service for the fifth time. Confirms that Debit Card and Cheque book are in ICICI Indiranagar. Ask for complaint to be escalated. Talk to Mr. XXXXXX – Customer Service Manager. He informs me that problem will be looked into and takes my phone number. Confirms he will call me back in 48 hours. Requests me to check in ICICI, Indiranagar one more time.
20th April 2007
: Visit ICICI, IndiraNagar for the second time. Debit card and Cheque book not in bank’s custody. No call from Mr. Rakesh.
4th May 2007
: Two months since account is opened and debit card charge deducted. No delivery or contact yet from ICICI.
Initially, I was the under the impression that this was gross stupidity at work by “ICICI – Hum Hain Na”. However, now I am inclined to believe that ICICI Bank targets professionals in this fraud by deducting debit card charges from new customers and asking courier services to visit their residence during normal working hours. After two attempts, the card is destroyed and the charges pocketed.
As I understand it, ICICI is well known for committing such frauds and for it’s shoddy customer service. A simple google search with the terms ” ICICI bank terrible” yields close to thirty thousand results.It ‘s a matter of great shame that dedicated websites exist to redress our issues with ICICI.
As a manager higher up in the ladder, it amazes me that you have done little to quell this general public opinion about your bank, other than of course, using Shah Rukh Khan to spout corny lines like “Hum Hain Na”. It is saddening to note that Mr. Khan is getting his name sullied in the bargain. I regret that I am currently considering legal action against ICICI bank and hence am forwarding a copy of this mail to several other interested parties.
Please do note that I will not be sending any further emails, filling out any online customer service forms or visiting any of your bank branches.
: Copy to Mr. K.V Kamath
: Copy to Newsdesk – CNN-IBN
: Copy to Citizen Journalist contact – Tehelka
: Copy to Consumer Court [at] netfirms [dot] com
: Copy to XXXXXXXX – Journalist, Economic Times – Bangalore.
: Copy to Ombudsman, Reserve Bank of India.