Recently the ICICI Bank has switched to AI chat as the only customer service option on their call option. And the AI does not understand or does not have the means to redirect to correct option.
Customer support on email cannot understand or help to resolve the issue and provide standard answers that ignore the query.
The people in bank branches are too young and have no clue how to do banking.
They have also removed the option to choose your UPI VPA when creating it.
It is only good for its size and reach and app/online banking and for standard transactions.