I got my ICICI card during a campus signup program. I also had a citibank card, but signed up for ICICI because of the 5% cash back scheme they had introduced at that point. I shopped with that card only once. and am still repenting it.
i was supposed to leave India for about two months during that period, so I called up ICICI customer care to signup for getting my card statement by email ( the hard copy used to arrive at my hostel address). after the usual inquiries, I was promised that my statement will arrive by email next time on. I even insisted on getting an acknowledgement to this, but was assured that I will get my statements by mail alright. I left the country a few days after that.
When I didnt get any mail from ICICI for the next one and a half month, I wrote back to them. Five days later I got a mail asking for more details and it took another week to tell me that some technicalities prevented me from getting the statement online. it also stated that I need to deposit a certain amount immediately. I wrote back asking for the details fo the particular month. No response. anyhow, I arranged for the sum to be deposited in India. But the cheque was returned owing to some other technicality.
On my return I pursued the matter with them. the representative who contacted me told me that it was not possible for me to receive a statement 4 months old. he can however give me statements for the last two months- when I hadnt spent anything in them. he also promised to get back to me in a couple of days.
The next I heard from them was when a letter was left in my room asking me to deposit the minimum amount immediately or face legal consequences. the language was anything but polite. I wrote back to ICICI immediately, but also deposited the said amount to show my readiness to settle the matter for good.
A response arrives, though I really doubt the person who wrote it herself understood what the matter was.
And I am not alone in this. Many of my friends have had similar experience. finally they have conceded and agreed to revoke the late fees and penalties and accept the original amount. ( that was almost two months back, havent heard from them since). Also this happened because of the clout we had as a collective body. guess my fate had I been negotiating alone.
By the way, I have explained my case atleast 6 times to ICICI reps and in mails and every time I am asked to do it again. Guys, havent you heard of CRM?
there is a long way to go ICICI. please improve your customer care. Please for once let me be connected to them in a single call. or start calling it customer un-care.