I am a Salary Account holder of ICICI from a Software firm in Pune (ICICI has a corporate tie-up with my organization). I want to bring one serious matter into everyone’s notice.
Let me share my WORST experience with ICICI Bill Pay Service, that I use to pay my MSEB electricity bills.
07/09/03 Copy of MSEB Bill for July and August 03 received at my Residential address. ’’CONNECTED TO ICICI’’ clearly written on that copy.
12/09/03 Last payment date of the Bill.
03/10/03 Bill not payed by ICICI yet. Registered a complaint (90-153531714) about the same
06/10/03 E-mail sent to Account Manager - Informed him about this matter
09/10/03 Reply from Account Manager - ’’We are checking on the same and will reply to you shortly.’’
11/10/03 Reply from Account Manager - ’’Bill is not received from the biller and we have escalated this issue to the biller.’’
16/10/03 E-mail sent to Account Manager - ’’Why Account Manager does not check whether the bill is received or not from the biller? Why he could not identify this thing before I registered my complaint?’’
20/10/03 Reply from Account Manager - ’’We are looking into the matter and will revert back to you.’’ Is this the answer to my question?
20/10/03 E-mail sent to Account Manager - ’’Shall I come to the branch and submit my copy of the bill or shall I fax it? Will this work?’’
21/10/03 Reply from Account Manager - ’’Bill is not received from the biller and we have escalated this issue to the biller.’’ Same response as that of 11/10/03. This shows that, reply was sent by the account manager without even reading my mail! Do you think, this is acceptable?
21/10/03 Called Customer Care centre (6103333) and asked for the Fax number. Some other telephone number of a Bill Junction (9628096288) was given by the ICICI person in return! This shows that, ICICI customer care persons are not having enough information. Are they nor trained properly?
21/10/03 Called on Bill Junction number (9628096288) and asked for Fax number. I was informed that, Fax facility is not available with the Bill Junction !! Then why I was asked to call to this Bill Junction? This again shows that, ICICI customer care persons are not at all having enough and correct information.
22/10/03 E-mail sent to SENIOR RELATIONSHIP MANAGER ( MI ) - Informed about this matter
22/10/03 Reply from SENIOR RELATIONSHIP MANAGER ( MI ) - ’’Let me check and get back to you.’’
23/10/03 E-mail sent to Account Manager - ’’Read my previous mail carefully and answer to my question.’’
24/10/03 Reply from Account Manager - ’’Please pay the bill manually, as it is not received by ICICI.’’ If this was the final solution, then why did he take 20 Days to communicate this? What is the use of BILL PAY service, if in case of any trouble, customer has to pay the bill manually?
24/10/03 E-mail sent to Account Manager - ’’What is the guaranty that ICICI will not deduct the bill amount from my account if they receive the bill from the biller sometime in future?’’ Same question I asked to Account Manager. Most importantly, WHO IS RESPONSIBLE FOR THE LATE FEES THAT I WILL HAVE TO PAY? ICICI or MSEB?
29/10/03 NO ANSWER FROM ACCOUNT MANAGER AS WELL AS THE SENIOR RELATIONSHIP MANAGER ( MI ). JUST SEE THE TOTAL NO. OF DAYS (26) TAKEN TO GIVE A HOPELESS SOLUTION LIKE ’’PAYING BILL MANUALLY’’ !!!
I AM SERIOUSLY THINKING OF TAKING THIS MATTER TO THE CONSUMER COURT.