ICICI Credit Card - HYD Call Centre
55 minutes call wait but service not done

Hello All,

I would like to share my badest experience with ICICI Bank's HYD Call Centre today (23-rd June) between 8.30 -to- 9.30 PM. while i try to change my office address with them. I was called up them initially and a lady executive told me to come on line by entering my ATM pin number so that she can help me out. For this call i have to wait for around 15 minutes to get answered. I did another 2-3 times the same way in next 15 minutes the call was received by an executive from Credit Card Dept but he is just doing call forwarding to another Dept within the same call center. I was trying to explain my problems but he is just forwarding my call everytime. I went wild with him and asked to transfer me to Feedback Dept, but the Feedback dept is very horrible and no one is there to answer my call. I really went wild next time and asked the executive his name, but it is very tough for me to finally get his name. His name is: Antony Reddy and he is from HYD center. I also shouted with him about my bad experience and asked his manager's name and got is after a bit struggle. His immediate manager's name is: Ismail and his manager name is: Pawan Chopad. I tried to talk to Pawan Chopad, bus Ismail is not allowing for that. I asked Ismail about the Service Level Agreement to answer any customer on call. He explained it's 3-4 minutes. But surprisingly i found out that there are No Employee on Duty to Answer my call from this Centralized Call Center. The IVR system is the worst ever system, i ever experienced with, cause it is accepting ATM pin number every time happily and routing my call with the status that I entered my Date of Birth, instead of ATM pin number. The IVR system is completely screwed up one.

Please raise this issue with concerned ICICI officials who is really interested in bringing up their company to frontline and to improve their service level to atleast as per their SLA.

They have to answer about wasting my time of 55 minutes today, so that these kind of experiences will not repeat to others atleast.

Thanks,

Sriram V.