Hi! Was an employee with ICICI Bank, and currently am a customer of ICICI’s Home Loan, Credit Card and Car Loan Services, apart from having my account with the bank.
I wouldn’t say that the customer service is earth shattering, but then, it is not so bad either. In fact, considering the huge customer base, and the infrastructure constraints, I would say that they are doing a good job. More often than not, they stick to the timelines committed, and in some cases, even deliver it much before. It is another matter that the committed timelines themselves are, in some cases, way off the mark to market realities.
I’ve had one bad experience when I tried to foreclose a PL of 5 Lakhs. The principal outstanding was 4.08 Lakhs, and they asked for an amount of 4.34 Lakhs to close the loan. After I refused and stopped honouring the cheques, they relented and accepted a cheque of Rs.4.25 Lakhs. This happened about six months back. However, they still have not closed the loan, and are still depositing the EMI cheques into the account. I have refused to honour these cheques, and have tried to speak to them for closure, but now they say that they still need the balance 9, 000 to close. The issue is still open.
I believe the most important thing that creates a negative impression about the bank is due to the indifferent attitude of its employees. The service delivery happens not due to the people, but due to the systems the bank has put in place. But the human face of the bank is pathetic, and grinds down the image of the bank in the eyes of the people.