This mail is in regard to a SR lodged on 04.02.2012 (Sr No. 212215940) complaining that my BSNL Bill is not uploaded for payment. I have been using the Internet portal for the past two years to pay my LICI premium and BSNL bill and to be honest there was no issue, only on 02.02.12 I got a call from BSNL stating that the bill for January is unpaid, I checked with BSNL and they confirmed that there is no payment from the Bank. I called up your Phone banking team and asked the phone-banking officer the reason why the bill was not uploaded. I even said that I am OK if I need to pay the bill from my end only this time but please ensure that once I pay my bill from my end it should not get debited from my account and next month it should be debited as it was happening all these days. I was told that I would get an update on my mobile as soon the update is available. I called up again on 07.02.12 and this time I was told that the TAT for a SR is 5 working days. I called up again on 10.02.12 at 9.30am and the officer transferred the call to his so called floor Manager named JYOTI who was not at all polite and confirmed that I would get an update by 10.30 am on the same day. There was no update so again called up on 11.02.12 at around 12 pm and asked about the update, the agent said that he would arrange a call back from his manager by half an hour. Call back was arranged because what according to me is that OUTBOUND calls do not get recorded. However I did get a call back and surprisingly from the same person Ms JYOTI (based in Mumbai) and she informed that the Sr is already closed and I need to pay the bill. She was rude on the call and her behaviour is not acceptable. I want to know why I did not get any update (If the bill is not paid within 15th BSNL Barrs outbound calls and I would have to pay a Late fine anyhow) and why did it took 7 days to inform that I need to pay the bill from my end. This a perfect and burning example of ' khayaal aapka 'right? So basically calling up the phone banking is wastage of time and money because its not a toll free number. I now like to know whether next month I would face the same issue or not.
Please revert because I have to rethink whether I and my family members will continue to keep relationship With ICICI or not.
With regards,
SUBRATA DUTTA
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