Pl. note the lies which I have to put with from the various officials of ICICI
28th April'07 - Repaid the loan at our Thane branch (Teen hath naka). They have told us that address in their database is showing the old address. We were surprised since the PDCs earlier was collected from our new address by ICICI officials. Still we saw her changing the old address to new one. She also gave us an acknowledgment 05437670. The branch official also informed us that we could be collecting our documents and unpaid PDCs from the branch within next 15 days.
8th May'07: My Husband visited the branch. He was told that documents cannot be given to him since he was not carrying the photo ID card. This has been logged and later confirmed by your customer care officials. He was also told that PDCs were dispatched to the earlier address. since the change was not reflected in the systems.
The same day afternoon, I lodged the complaint no. 24139052 with the 24 hour customer cell. I requested them to make it within next 2 days since I was in urgent need of that money. They said that they made a note of it. They also said that their manager would call up and give me the status. Was clearly told that the cheque would be sent to my new address.
14th May'07 : On non receipt of any documents, I called up again and was told that it was "In progress". On repeated requests and din, they finally transferred to a senior official - Ms. Kalpana at the extension 4721. She introduced herself as only Ms. Kalpana - Customer service manager and took a responsibility on the same. Repeated followups.
Got a call from a Ms. Shilpa stating that the documents were processed late in the evening and was dispatched to the branch at Thane. I mentioned that documents were earlier commited to be delivered at my flat. She replied in negative and said in case, i needed it at my flat, it would take another 4 days. I agreed to collect the documents a day after. assuming one day transit for the documents to reach the branch.
16 May'07: My husband went personally at the branch with the photo id card and was told that documents are still at Head office. No records of any progress with the branch. Ms. Shilpa from the Thane Teen hath naka branch denied the very existence of Ms. Kalpana or any extension nos.
Called up Kalpana on her hyderabad nos. 04040145033 / 04066252508. She apprised me of the policy of returning the documents within 12 working days to the branch after the full and final payment of loan. Also she mentioned that PDCs are not sent to the postal address but need to be personally collected from the branch. I verified the same by placing another call with another call centre official. Kalpana took it on her to return the call and apprise me on the status. That never happened.
17th May'07
Placed a call at 10 am. The call centre professional did mention that I could collect the entire documents at the branch office. Not believing, asked to talk to Ms. Kalpana on her extn 4721. She was on leave and another official - Customer service manager Ms. Padmaja came on the line. She could not confirm the same status as the call centre professional. Do you have different versions of CRM at different places!!
What started out as the means to collect my PDCs on time has gone into a serious direction of misplacement of documents by ICICI. The property in question is nothing less than 35 lacs in real market terms.
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