Following is a mail that I was forced to write to the Head of customer service of ICICI bank which should say all to you guys....
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Dear Ms. Kaur,
I am writing to you after a lot of frustration I experienced trying to get a simple piece of information and request your immediate attention please.
I have taken a home loan (LAN no. LBPUN0000xxxxxxx) around 6 months back. This is your Money saver product. As a part of this loan, a current account (Customer id no. xxxxxxxxx & Ac No. xxxxxxxxxxxx) was opened for me.
After the loan was dispersed, I came to know that internet banking facility is not available with this kind of account. I was told that the nature of account is such that it cannot have internet banking facility as per some guidelines. Now that was strange because I have a similar existing loan (around 3 years old) from Standard Chartered bank (their Home Saver product) and I have been enjoying the internet banking facility from day 1. Later I was told that Money saver being a new product of ICICI, internet banking might be available at a later date and I was asked to check after a few months.
Now here I face the problem.
Every time I try calling the phone banking or if I visit the branch (Shivaji Nagar Pune), the ‘retail’ people tell me that it is a current account and they send/forward me to ‘corporate/current accounts’ department. When they look at the account, they say it is handled by retail and they ask me to go back to them. Ultimately each time I am sent to the ‘home loan department’. They too decline to be able to help. They say regarding the home loan details they can assist but regarding the current account they can’t help.
Bottom line is that I have tried all means and wasted countless lengthy phone calls, but always I end up in the same circle with no end. You can imagine the frustration and trauma it causes. At the moment for the sake of keeping focus, I would not like to highlight many other problems I encounter during each of these visits and phone calls.
I beg you to kindly look into the issue and help me get an answer to my query – Do I get internet banking facility for my account; and if not; by when can I expect it, if at all you plan to give it in the future.
For the benefit of all your other customers, please do something to correct this problem permanently. You can well imagine the badmouthing all the existing users of your Money Saver product that its existing users do. I myself have convinced tens of my friends to avoid taking loans from ICICI. Surely, you would not like that to happen.
I trust, I can hope for a favorable response from your good office.