Part 1
I had given a cheque for Rs.1500/- on Oct 2006 which was returned to me as I forgot to put my signature. But the amount was deducted from my account on 14/10/2006. I called up the call centre and they told me I need to go to the bank as I had destroyed the returned cheque. I visited ICICI branch in Indiranagar branch Bangalore and they took the complaint, but no further action was taken. I revisited the bank on Jan beginning and they said that they were waiting for the scanned copy of the cheque from the main branch and asked me to wait till Jan 12th and promised me a return call.
I gave an online complaint through ICICI online and got a call from the call centre and they claimed the cheque to be passed and closed the issue. ut I am sure this cheque was not passed as I got it back to me. Hence I asked for a scanned copy of the cheque from Chennai branch, but no action was taken.
Also, I went to Indiranagar branch in Bangalore to as about this issue and this was my third visit to the bank as the customer care person already asked me to visit the nearest branch.
My third visit to the branch was on last saturday, 24/02/2007 around 4 PM. I talked with the lady in the counter and she again gave me a new complaint ID . Since this was going on for about 4 months, I said I want to talk to the manager. The manager who was present across the counter at that time asked us what the matter was. While I was explaining the matter to him, he began shouting at us saying that the account is with chennai branch and if we want the money , "YOU GO TO CHENNAI BRANCH" .(Please not that I havent explained my complaint completely to him at this point and he was not even showing the patience to listen to me) . He began further shouting at me asking whether I hold an account in the Indiranagar branch and if not, Why I was wasting his time coming to his bank. I never knew the branch belongs to the branch manager and not the customer. Also he was treating me like a thief when I said I havent saved the cheque and destroyed it when it was returned. He was asking me what I was doing in his branch if I dont have any documents to produce. He was IMPATIENT to listen to my complaint in full . His attitude was very ARROGANT and he was shouting at me without thinking that I am a woman and he was totally UNPROFESSIONAL and UNCIVILISED. Very big shame to ICICI.
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PART 2
Thanks for your responses. Below is the further turn of events to my "The worst banking experience"
I did snap back at the manager for whatever he told me. Got his details
and called the customer care after getting home. But to give complaint
, they gave the Indiranagar branch Manager’s id itself!!!!!!!!!!!!
Then I clarified to him that it was a complaint against him itself but the call centre person was not knowing the person who is above the
chief manager of indira nagar branch !!!! He connected me with the
complaint section manager and she too couldnt give me the details.
Meanwhile she asked me to write to customercare@icicibank.com.
I gave a complaint to this ID stating the managers behaviour and they
too the complaint. I got a call from ICICI customer caring
telling me that they are forwarding this to the regional manager.
After 15 minutes, I got a call from Indiranagar branch and the same
lady to whom I talked to the previous day was on the line. SHe said
they got the complaint and that the charges I made against the manager
was totally baseless....!!!!!!!!!!!! She said she too was there during
the incident and the manager never asked me to go to chennai
branch!!!!! I was not interested to carry on further and just asserted
that all the charges were true and that I was not interested in picking
up another fight wiht her during my office hours. She
simply disconnected the line sayin ok then !!!!
Still wondering why she called me back ( she never called me back to
give the status of my complaint despite promising me a return call) and
I am sure she was simply backing up her manager , dont know why! Such a
loyal employee if not to the customer , atleast to her manager!
may be this appraisal time for ICICI too ;)
After all these happenings - I got a call from the customer care some time ago and my issue got solved!!!!
The learning points:
I learned that I am not alone in these kind of grievances, there are worse cases also.
Learned about the banking OMBUDSMAN and the procedures. I recomment
all the readers to get more details about this from net as many are
unaware on how to proceed if their issue is not solved through
bank. But this mite take away your half working day as you are
supposed to be persent for the hearing
Learned about issuing legal notice if you have relatives as lawyers - my sister and brother in law are lawyers!
If things go wrong, dont leave it half the way . Follow it up till
the end. This is where most of us goback as we tend to think - after
all it is only Rs 1500/- :)
Now I can safely close my Chennai account. May its soul rest in peace......