I opened an account with One of the branches of ICICI in Bangalore in the month of October 2004. After a week, I added my wife’s name as a E/S in to my account. Bank staff told me that debit card for my wife will be sent to my home directly. I waited for 3 weeks and later called ICICI customer service. Customer service executive told me that a request for debit card and inclusion of my wife’s name has not been made in their internal application.
I went to the branch to enquire about this. Bank staff told that they do not have the application I gave them to include my wife’s name and took the request. I was convinced that this was a one off case and cameback that the debit card would reach me soon. After 2 weeks wait, I thought of closing the account and went to the bank. I met the branch manager. He apologized for the confusion and entered my request for the name inclusion and additional debit card. He told that he’ll personally call me and hand over the card than sending it to my residential address.
I wanted to give a last chance this time. Manager called a week later and handed over the card. I was also happy that he travelled that extra mile for the customer. Next day to my surprise I received another debit card for my wife with PIN and new PIN issued for my card which I did not apply for. When I asked for the clarification on why this happened, manager replied that it is not under his domain.
ICICI has got totally disorganized customer facing and backend processes. A bank of this magnitude must have a good process in place or soon will lose the customers. Let the bank walk the talk of ’’Hum Hain Naa’’. It should not stop with their commercial.