Folks,
Instead of trying to explain , I shall simply copy paste a mail I had sent to Mr.Kamath.Needless to say 5 days after that I was getting calls from the Branch Manager & then their Delhi /Gurgaon Head of Ops , all of them with excuses & apologies.
Here is the transcript of the mail.
Hi Mr. Kamath,
I was one of your bank customers till about day before yesterday. I decided to close my account after running from pillar to post for 2 weeks to get a Debit Card working….
Let me give you the background …
Act I Scene I
Beginning of April I personally went to the bank & proactively changed my mailing address since my Debit Card was due to expire by the end of Apr. I was given full assurance by your branch that the my new Debit Card would reach my new address. I only received a mailer confirming the change of address but no Debit Cards…..
Act II Scene I
Beginning of May I went down to the branch & I was told oooops the card has been couriered to my previous address in B’lore, so much for your process controls & operating mechanisms of filling up forms….your branch employees took down my address, my Tel # and all relevant details & promised me that they were e-mailing B’lore & the card would be in the branch in 3/4 business days…& they would contact me the moment it reached the branch…guess what I did not receive any calls….
Act II Scene II Scene II
I go back to the branch & as usual the Debit Card has not arrived…(are your couriers traveling by bullock carts these days???), I am told that by 6pm your employee will call me with status of the card….as usual no phone calls (can’t expect any better can we ??? They are busy!!!)
Act III Scene I
I go back to the branch after a couple of days & escalate the issue to the Branch Manager ( or the lady sitting there….) she is the picture of efficiency & provides me with an instant card & promises me that after 24 hours the card will working….
Act III Scene II
2 Days later I am back at the branch (I guess these folks were tired of seeing my face!!!) I am told oops sorry we forgot to send the PIN for activation…..pls give us another 24 hours…..
Act III Scene III
I go back again 2days later & by this time I have called your Call Center & they have promised its going to get done & I will get a call back…..so take a guess do I get a call back or does the card get activated???? Of course not , after all its ICICI Bank right….
I have withdrawn all my funds from your bank & closed the damn account ….thanks to the inefficiency of your employees...
btw before I forget let me make you aware of the excellent feedback your Bank is generating. I am confident that we shall see more & more detractors as days go by, maybe you should focus on improving the ownership & accountability of your employees rather than making snazzy ads.
https://arjunprabhu.com/blog/archives/2005/04/27/icici-bank-a-bad-experience-for-many/