I have been a customer of ICICI Bank for quite some years now. I have watched them evolve from being a bank focussed on personal relationships to one being a mass market bank. They were excellent in the first few years but ever since they moved to the mass market, things have slipped on the personal dealing with customers.
The staff are generally very young and there is a good chance that they are inexperienced as well. I think they adopt the practice of putting a bunch of fresh joinees under an experienced person. You will notice this in the ’’wait let me check and tell you’’ routine that happens once too often.
I have for one shifted to using ATMs and Net Banking to get the work done. (maybe that’s what they want)
In their present avatar its best to use ICICI Bank for their ATM network as well as for their net banking facility (more importantly the Bill Pay)