Please First Read `icici mobile banking- Part 1’ under icici bank reviews.
on 07062004, I once again presented my case strongly as below:
Mr Account Manager
You skipped to reply many questions asked my me. Either, you did not read my mail carefully or intentionally don’t want to answer or you are not aware of the intricacies/legalities involved in this issue.
But, one thing is very clear that you intend to say that I was misguided by your call centre representative about the functioning of Mobile Banking service. I request you to please train/ guide your people properly and establish a transparent system for defining/ marking concerned responsibilities. But, at the end of the day, in my opinion, you are solely and completely responsible for the wrong committment made by your representatives on your behalf. If I am wrong, please let me know.
Now, what I have understood your stand/ viewpoints from my current experience, I would like you to confirm the same, which are described as below:
a) No prior intimation is given to the customer for cheque bounce in mobile banking service.
b) In many cases, intimation for debit/ credit/ cheque bounce is not received immediately or within a reasonable time like 1-2 hours. It may be delayed for hours due to technical reasons and the bank is not at responsible for the same.
c) Sometimes, intimation for debit/ credit/ cheque bounce is not given to the customer at all(like in my case as explained below) and the bank is not at all responsible for these ommissions except for expressing its formal inconvenience if complained, which does not help the customer in any way.
d) For customers’ mistakes, bank penalise them by levying cheque dishonour charges etc., but, for bank’s defaults, customers cannot penalise bank and just feel helpless. In other words, it’s a one-sided approach and against the principle of justice, equality and good business ethics and code of conduct.
e) Your infinity internet banking system sometimes give incorrect information and is not reliable, like it behaved in my case. You know that after depositing Rs. 4000 cash in my account, infinity showed my available balance at Rs. 455.17 i.e. after deducting the cheque of Rs. 3691 and thus, denied me this amount from withdrawing at that point of time. But, in reality, the things were different and you bounced my cheque for the reason of insufficient funds. Please explain why this happened.
If I am wrong, please explain your viewpoints in detail. Also let me know the ESCALATION CHART for customer complaints. I would like to raise this issue at higher level in your organization. Please provide me with their names, email ids etc. to enable me to communicate with the right person to resolve my queries. You can send the ESCALATION CHART on my email id, which is ajay_krverma@hotmail.com
Thank you
on 09062004, bank replied to me as under:
Dear Mr Verma
We understand the inconvenience caused to you.
We have taken a note of your complaint for the cheque return charges and will get back to you within 5 working days. Your Service reference number is 90-327923312.
Regards,
Account Manager
ICICI Bank
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. to be continued