What do expect from your Banker?
Safety of your Money?
Quick Service, and courtesy?
Honesty?
When I opened my power pay account with ICICI three years back I expected all of the above and got all of the above from the nearby ATM! lol.
The Machine was quick, gave me the correct amount and promptly rendered up my account when I asked for it. It also wished me when I logged in.
Lulled by the machines excellent service I opened a demat a/c , a fixed deposit , w tax saving bonds, Mutual funds etc. etc. I was a favourite of the banks sales guys who periodically landed up and sold all sorts of dreams and wonders to me.
Then I planned a car purchase. The Bank guy tried to sell me a Car loan but I refused. But then I found I was a wee bit short and enquired after a personal loan. The chap from the bank came and advised that it would be faster to get a loan if I keep my shares as a Collateral and the interest would be only on the amount I actually withdraw and blah blah and so on. The loan would come in three days, relax said guy.
Three days flew by and then a week and then a fortnight and there was no response. And meanwhile my shares were pledged to ICICI. I spoke to the guy he was pleasant and promised the sun and the moon and apologised profusely.
Another 10 days and I lost my cool , but chap was not available in his office or his mobile and the bank said loans are handled by our DSA and not by us directly. Finally I got the fella , but sir he said I have sent everything to Ahmedabad it will come soon.
A few more days , whats time to a bank?, and I contacted Ahmedabad and a faceless voice promised to get back by the evening. The evening and other evenings went by and hey no response.
A call and the voice apologises and promises lightning action. And all this while my shares lie pledged and I cannot do anything. I tell the voice please I do`nt want the loan please return my shares. All my letters get no reply. Months go by 4 to be prescise and I get a letter announcing the sanctioning of my loan which I no longer need.
I gird up my lions to get back my shares and now ICICI has a new innovation a CUSTOMER CARE CENTRE. You ring up the number and a sweet young voice shares your indignation takes down the details, gives you a complaint number promises to set right all the problems in your life and wishs you a Good day and hope springs eternal in my heart.
Ah I say there is light at the end of the tunnel. A day goes by , a week and a month. A series of sweet voices keep on promising immediate action.
Finally I lose my cool and go to the bank personallyand create a ruckus and surprise surpirse am joined by a majority of the customers who also have problems with customer care! And another surprise after I create the ruckus in minutes I get my shares.
Now you know in case you have any problems do`nt call the Customer care numbers there is only sweet faceless voices telling you to be patient, go to your branch shout and scream and forget you are a gentleman or forget your money.