I feel immensely displeasured in writing this about ICICI bank that I have been associated with for the past 7 years. I have been experiencing this afflictive situation off late with ICICI and wanted to bring to everybody.
1. Assertiveness: had requested for an E mail statements from one of the branches of ICICI (Cenetoph branch , Chennai) and it took about one and half months to provide me the statement. The most agonizing part of it was “I had to step into the bank multiple times to get the statement. When initially asked for the statement, the bank representative constantly referred me to paper statement that would cost me Rs.250, which would take 14 working days .Somehow after multiple visit to the bank I realized that there was an option like Statement by email available through phone banking.
2. Responsibility:I had been getting automated calls and SMS’s from ICICI requesting to pay an outstanding of Rs.22606 (Loan # LPBNG0006134932-The parody is, this Loan # does not belong to me).When enquired with the team sitting out at Mumbai and Chennai, they had no clues about this .Surprisingly one of the personnel’s told me that “This kind of this happens when the loan is about to get over, Nothing to worry”.
Secondly, they want me to go t one of their branches, which exclusively work on personal loans and submit a complaint. If I was one of the persons working for ICICI, I would’ve at least called to the ICICI personal loan branch and asked them about the cause.My question is “Why should I?” when it’s not related to my account?
3. Reliability:When asked about the personal Loan query to one of the ICICI executive and the reason for this kind of disarray .This is uncut version of the response that I got “We are not responsible for everything that happens at ICICI”- “We” meant the “Branch”. When I provided them the information that I got through SMS like the outstanding amount, Loan number and complaint service request #, I was told to go to a different branch.
4. Customer Value:Finally I met the branch managers who was in a hurry to step out of the Brach, as it was close to 7.00 pm (Time go home I guess!!!).He attended the incoming call when he made me sit in his cabin and answered “I will be out in 5 minutes”. This shows his time for customers.
He gave me all the Jargon he could to console me “2 days TAT”, “Seibel update” and asked me to raise another service request through the ICICI customer care. He wanted me to get back to him after 2 days, if the issue was not solved. I want to question him through this forum- why should the customer come back to you.Dont you think it’s your duty to go to the customer. May be we have to remind them that they get paid through customers hard earned money.