ICICI Bank

Hello Folks,

This is the torment of my experience I had today while I closed my personal loan in ICICI Bank.

Recap:

~ Raised a Request with the call center, on 18’th Feb.

~ Visited a the MG Road Branch, to file a Manual request and got an Acknowledgement

(This was done as I was advised by one of the Call canter Employee)

~ Visited the branch and spoke to a Lady in the Personal Loan Closure.

• This Lady was not interested to understand my problem

  
  




• Was Rude to some Extent

  
  




• Told me to wait for 30 mins when I requested to have the Mumbai branch send an email of

  
  

Foreclosure statement.

• Wasted 1 Hr 15 mins with out any resolutions

~ Numerous Requests to call center just to have my request turned a deaf ear.

~ Numerous call to call centers Daily till 3’rd FEB... I get a Generic Answer ’’IT HAS BEEN DISPATCHED VIA COURIER’’

~ Finally When I Raised My voice and the Call center Representative connected me to their manager.

~ He Promised to Assist me and finally had the FC statement faxed on 4?Th FEB.

• He had the courtesy to call and get acknowledged if I got the fax.

  
  




• APPRECIATE HIS EFFORTS!!

  
  

~ I Got one more FC statement on 7/3/05, which is more or less similar to the one faxed.

~ The Report I got on Fax and the one I got in courier are contradictory... again I got one more in the branch which is contradicting to the first 2 !!!

~ After Appealing she told me that this is how a system in ICICI generates a report!!!

~ Finally I Had My loan Cleared after negotiating for Rs 100!!!

~ In the Agreement IT was mentioned as Rs 100 for Cheque bounce/Dishonour charge But I Was charged Rs 221 Per cheque bounce.

~ NO one in ICICI Bank Either it be a call center/ the Front line in Mezzanine floor have the courtesy to greet and assist the customer and providing a solution.

~ Unconvincing reply from Front line counters

~ Very Poor Domain Knowledge

• Most of the Employee’s don?t know who their MANAGER is!!!! (Dinosaur?s Syndrome)

  
  




• No Idea about the foreclosure, How, What. Why... etc...Etc...

  
  

~ In fact it?s a PAIN IN THE NECK to speak to Frontline Employee in the bank and some of them in call center!!!

I wrote (this email) and wasted my time with a HOPE that some one will look in to this matter and Conceptualize to deliver some GOOD quality service to customers, educate the Employee on their OWN process.

Does any one have any idea if I can raise this issue with any of the consumer Forums in Bangalore?

Good luck

Asif