Hi Team, I wanted to complain about the rude behavior displayed by a nodal officer from icici " mr shiva tanikonda ". He refused to answer any of my questions and kept saying that he will hang up on me. I have attached a mail which shows how long it actualy takes to resolve a particular issue by icici bank. I am pasting my email below.
"
& On Tue, 16/8, Head Service Quality wrote:
From: Head Service Quality
Subject: RE:'ICICICARE=041-570-142'
To: "olly"
Date: Tuesday, 16 August, 4:58 PM
Dear Mr. Joshi
We write with reference to your appended e-mail of August 12 and your earlier e-mails regarding the security at the ATMs.
We have taken cognizance of your feedbacks/concerns in this regard and wish to submit that the Bank has unarmed guards at the offsite ATMs from 09:00 a.m. to 09:00 p.m. and it is the endeavor of the guard to allow only one customer per ATM, at a time.
During the telephonic conversation, it was also mentioned that the security of the customers at the ATMs is the responsibility of the Bank. However, we also take this opportunity to request you, not to do any financial transaction in presence of any suspicious people.
We are sorry to note that our Nodal Officer’s clarification on the phone seemed rude to you. Please be assured that it was totally unintentional. At ICICI Bank, we place discerning customers like you in high esteem and do not endeavour to be rude at any point in time.
We hope the clarification given by us is acceptable to you. If you still feel aggrieved, there is a redressal mechanism with the Banking Ombudsman’s Office of the Reserve Bank of India. We have published the details on our web site www.icicibank.com. You may access the details at your convenience.
We reiterate that ICICI Bank acts at all times with in good faith, with diligence and without any intent prejudicial to the interests of its customers.
Sincerely,
Swetha Bhandaar
Office of Head Service Quality
CONFIDENTIALITY INFORMATION AND DISCLAIMER
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act done with the endorsement of ICICI Bank.
&--Original Message&--
From: olly ([email protected])
Date: Friday, August 12 09:57 PM
To: Head Service Quality ([email protected])
Subject: SUSPECTED SPAM: RE:
Hi Naveen,
"The higher you go, the ruder you get ". Thats exactly the case with Mr Siva. I would request you to give me your manager's full name as I am going to take this matter further as and when i get time. I dont like anyone talking to me with a high pitch tone, be it a nodal officer, This was not the kind of behavior i was looking out for.
Kindest Regards
Hetal Joshi
& On Wed, 10/8, Head Service Quality wrote:
From: Head Service Quality
Subject: RE:'ICICICARE=041-570-142'
To: "olly"
Date: Wednesday, 10 August, 7:20 PM
Dear Mr. Joshi,
We refer to your e-mail of August 08 addressed to Head Service Quality regarding non availability if security guards at the ATMs.
Further to your telephonic conversation with Mr. Naveen Oswal on August 10, we have made a note of all the feedbacks provided by you and would update you with the status on or before August 16.
Sincerely,
Kalisrujana A
Office of Head Service Quality
CONFIDENTIALITY INFORMATION AND DISCLAIMER
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act done with the endorsement of ICICI Bank.
&--Original Message&--
From: olly ([email protected])
Date: Monday, August 08 02:24 AM
To: Head Service Quality ([email protected])
Subject: RE:
Hi Naveen,
I have monitored the atm security issue on a regular basis in the last 2 days, i have noticed that at both the kandivali west ATMs, there is a security guard present there. Now i didnt get any joy with the atm at malad west near 5D resturant neither at the one at bhardawaadi andheri west behind filmalaya studio.
Kindest Regards
Hetal Joshi
& On Fri, 29/7, Head Service Quality wrote:
From: Head Service Quality
Subject: RE:'ICICICARE=041-570-142'
To: "olly"
Date: Friday, 29 July, 5:56 PM
Dear Mr. Joshi,
We refer your e-mail of July 20 addressed to Head Service Quality regarding the non availability of security guards at the ATMs.
We would like to submit that the frequency of the transactions at the ATM centres during the night timings. Hence, the security guards are deployed guards at the ATM only between 9:00 a.m. to 9:00 p.m.
Further, all security measures are incorporated at the ATMs.
We assure you of our best of services at all times.
Sincerely,
Kalisrujana A
Office of Head Service Quality
CONFIDENTIALITY INFORMATION AND DISCLAIMER
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act done with the endorsement of ICICI Bank.
&--Original Message&--
From: olly ([email protected])
Date: Wednesday, July 20 02:19 PM
To: [email protected] ([email protected])
Subject: Fw: RE: Urgent help required
Hi Team,
Can anyone help?
Kindest Regards
Hetal Joshi
& On Wed, 20/7, ICICI Bank Customer Care wrote:
From: ICICI Bank Customer Care
Subject: RE:'ICICICARE=041-570-142' Urgent help required
To: "olly"
Date: Wednesday, 20 July, 11:11 AM
Dear Mr. Joshi,
We thank you for your patience.
We confirm that have removed the physical presence of security guard at the ATM, we have adequate security measures like electronic surveillance and patrolling units in place.
Hence we request you to treat our response, as our final response pertaining to your concerns about your feedback on ICICI bank ATM's.
For any further grievance with respect to your query, please write to STEP 3 through the "Complaints" option at our website www.icicibank.com or to [email protected].
We look forward to more opportunities to be of service to you.
Sincerely,
M Deepa Vijaya
Customer Service Manager
ICICI Bank Limited
"If you receive an SMS from ICICI Bank with a Unique Reference Number or URN without you having added a new payee in your account through internet banking, report to us immediately. Do not disclose the URN to any stranger, even if the person claims to be our employee"
"Please do not reply to any e-mail that asks you for your bank-account-related information / details. These are called phishing e-mails and are designed with intent to fraudulently capture your bank account and personal details for misuse etc."
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act done with the endorsement of ICICI Bank.
&--Original Message&--
From: olly ([email protected])
Date: Friday, July 08 04:32 AM
To: ICICI Bank Customer Care ([email protected])
Subject: RE: Urgent help required
Hi Deepa,
Any update?
& On Wed, 6/7, ICICI Bank Customer Care wrote:
From: ICICI Bank Customer Care
Subject: RE:'ICICICARE=041-570-142' Urgent help required
To: "olly"
Date: Wednesday, 6 July, 10:56 AM
Dear Mr. Joshi,
We apologize for the delay in resolving your issue.
We will respond to your query by July 06 at the preferred time.
We request your co-operation and support regarding this matter.
Sincerely,
M Deepa Vijaya
Customer Service Manager
ICICI Bank Limited
"If you receive an SMS from ICICI Bank with a Unique Reference Number or URN without you having added a new payee in your account through internet banking, report to us immediately. Do not disclose the URN to any stranger, even if the person claims to be our employee"
"Please do not reply to any e-mail that asks you for your bank-account-related information / details. These are called phishing e-mails and are designed with intent to fraudulently capture your bank account and personal details for misuse etc."
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act done with the endorsement of ICICI Bank.
&--Original Message&--
From: olly ([email protected])
Date: Tuesday, July 05 08:51 PM
To: ICICI Bank Customer Care ([email protected])
Subject: RE: Urgent help required
Hi Deepa,
I still have not received any call back from a senior manager. I beleive we cant keep this issue floating much longer hence can u please close this asap.
Kindest Regards
Hetal Joshi
& On Mon, 4/7, ICICI Bank Customer Care wrote:
From: ICICI Bank Customer Care
Subject: RE:'ICICICARE=041-570-142' Urgent help required
To: "olly"
Date: Monday, 4 July, 7:57 PM
Dear Mr. Joshi,
We value your relationship with ICICI Bank.
On the basis of our telephonic conversation dated July 04, we will contact you on July 05 at the preferred time.
We apologize for addressing with wrong salutation in our earlier response.
We appreciate and thank you for your patience in this regard.
Sincerely,
M Deepa Vijaya
Customer Service Manager
ICICI Bank Limited
"If you receive an SMS from ICICI Bank with a Unique Reference Number or URN without you having added a new payee in your account through internet banking, report to us immediately. Do not disclose the URN to any stranger, even if the person claims to be our employee"
"Please do not reply to any e-mail that asks you for your bank-account-related information / details. These are called phishing e-mails and are designed with intent to fraudulently capture your bank account and personal details for misuse etc."
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act done with the endorsement of ICICI Bank.
&--Original Message&--
From: olly ([email protected])
Date: Monday, July 04 01:28 AM
To: ICICI Bank Customer Care ([email protected])
Subject: RE: Urgent help required
Hi Suvashri, Its Mr Joshi and not miss. Please be careful before addressing someone. I need a call back from someone regarding the same issue. I want it within 48 hours. my mobile no is 9820733383. Please call after 16:00 hours.
Kindest Regards
Hetal Joshi
& On Sat, 25/6, ICICI Bank Customer Care wrote:
From: ICICI Bank Customer Care
Subject: RE:'ICICICARE=041-570-142' Urgent help required
To: "olly"
Date: Saturday, 25 June, 12:09 PM
Dear Ms. Joshi,
I understand your concern.
With respect to your mail, I have raised a complaint regarding the matter to check with our ATM Team to look into this matter.
The Service Reference Number is SR181197967 and I will respond to you maximum by 4 working days.
We request your kind co-operation.
Sincerely,
Suvashri Sarkar
Customer Service Officer
ICICI Bank Limited
"If you receive an SMS from ICICI Bank with a Unique Reference Number or URN without you having added a new payee in your account through internet banking, report to us immediately. Do not disclose the URN to any stranger, even if the person claims to be our employee"
"Please do not reply to any e-mail that asks you for your bank-account-related information / details. These are called phishing e-mails and are designed with intent to fraudulently capture your bank account and personal details for misuse etc."
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act done with the endorsement of ICICI Bank.
&--Original Message&--
Subject: Re: Urgent help required
Hi Srinivas,
There are many standalone atm's where there are no security guards. One example is the ATM at " Charkop signal link road, kandivali west ". The last time i used the ATM, it was in the most horrible condition ever. Papers/Chits lying everywhere. Marks of pan spit in the corner. I mean, it was such a horrible experience. Could i please please please request one of the SENIOR manager to call me on this please. This has gone far too much. Someone must do something about this.
Kindest Regards
Hetal Joshi
%%%%%%%%%%%%%_
From: ICICI Bank Customer Care
To: olly
Sent: Thursday, 23 June 10:37 AM
Subject: RE:'ICICICARE=041-570-142' Urgent help required
Dear Mr. Joshi,
We understand your concern.
We have rolled out Attendants (Security guards) at all off site ATM's (excluding petrol pumps and work sites) for 12 hours during 9.00 AM to 9.00 PM to ensure that the upkeep and uptime which is critical to the ATM are taken care of.
Incase, if the security guard is not available within the specified time, we request you to write to us to assist you.
Looking forward to more opportunities to be of service to you
Sincerely,
Srinivas Rao
Customer Service Officer
ICICI Bank Limited
"If you receive an SMS from ICICI Bank with a Unique Reference Number or URN without you having added a new payee in your account through internet banking, report to us immediately. Do not disclose the URN to any stranger, even if the person claims to be our employee"
"Please do not reply to any e-mail that asks you for your bank-account-related information / details. These are called phishing e-mails and are designed with intent to fraudulently capture your bank account and personal details for misuse etc."
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act done with the endorsement of ICICI Bank.
&--Original Message&--
From: olly ([email protected])
Date: Wednesday, June 22 05:19 PM
To: ICICI Bank Customer Care ([email protected])
Subject: RE: Urgent help required
???
& On Thu, 19/5, ICICI Bank Customer Care wrote:
From: ICICI Bank Customer Care
Subject: RE:'ICICICARE=041-570-142' Urgent help required
To: "olly"
Date: Thursday, 19 May, 5:02 PM
Dear Mr. Joshi,
With reference to our telephonic conversation on May 19, I understand that your query regarding Security guard at ATM's is attended.
However, based on your request we will call you back on May 21 after 2 PM.
We look forward to more opportunities to be of service to you.
Sincerely,
K.S. Hemanth Kumar
Customer Service Manager
ICICI Bank Limited
"If you receive an SMS from ICICI Bank with a Unique Reference Number or URN without you having added a new payee in your account through internet banking, report to us immediately. Do not disclose the URN to any stranger, even if the person claims to be our employee"
"Please do not reply to any e-mail that asks you for your bank-account-related information / details. These are called phishing e-mails and are designed with intent to fraudulently capture your bank account and personal details for misuse etc."
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank.
&--Original Message&--
Subject: RE: Urgent help required
Hi Saswat,
I am doing a late shift hence when you had called i was sleeping. I would request you to call me today (18th May) between 15:00 - 17:00pm. Remember! i want a call back only from a senior manager.
Kindest Regards,
Hetal Joshi
& On Tue, 17/5, ICICI Bank Customer Care wrote:
From: ICICI Bank Customer Care
Subject: RE:'ICICICARE=041-570-142' Urgent help required
To: "olly"
Date: Tuesday, 17 May, 11:52 AM
Dear Mr. Joshi,
We understand your concern.
To resolve your query, we have tried to contact you on your mobile number 919820733383 on May 17 at 11:30 am, however, we could not contact you as there was no response. Please provide your contact details and preferred time of contact to assist you quickly.
Alternatively, you may call our 24-hour Customer Care by authenticating yourself using your 16-digit ATM/debit card number and 4-digit Personal Identification Number (PIN).
Request you to follow the below mentioned steps for "24-hour Customer Care" contact numbers on our website:
• Login to www.icicibank.com
• Select "24-hr Customer Care link" available on the top of the home page
Looking forward for your co-operation, in helping us serve you better.
Sincerely,
Saswat Pradhan
Customer Service Officer
ICICI Bank Limited
"If you receive an SMS from ICICI Bank with a Unique Reference Number or URN without you having added a new payee in your account through internet banking, report to us immediately. Do not disclose the URN to any stranger, even if the person claims to be our employee"
"Please do not reply to any e-mail that asks you for your bank-account-related information / details. These are called phishing e-mails and are designed with intent to fraudulently capture your bank account and personal details for misuse etc."
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank.
&--Original Message&--
Subject: RE: Urgent help required
Hi Saswat,
I want a call back from one of your senior managers in 48 hours so that i can speak to someone personally about this.
Kindest Regards
Hetal Joshi
& On Mon, 16/5, ICICI Bank Customer Care wrote:
From: ICICI Bank Customer Care
Subject: RE:'ICICICARE=041-570-142' Urgent help required
To: "olly"
Date: Monday, 16 May, 8:30 AM
Dear Mr. Joshi,
We understand your concern.
We focus considerable effort to ensure high levels of service and we shall further strengthen our initiatives in this direction based on your feedback.
We would like to assure you that all our customers are important to us and your feedback will aid us in introspection and improvements in our processes.
Thank you for taking the time to give us a feedback on our ATM.
Looking forward for your co-operation, in helping us serve you better.
Sincerely,
Saswat Pradhan
Customer Service Officer
ICICI Bank Limited
"If you receive an SMS from ICICI Bank with a Unique Reference Number or URN without you having added a new payee in your account through internet banking, report to us immediately. Do not disclose the URN to any stranger, even if the person claims to be our employee"
"Please do not reply to any e-mail that asks you for your bank-account-related information / details. These are called phishing e-mails and are designed with intent to fraudulently capture your bank account and personal details for misuse etc."
CONFIDENTIALITY INFORMATION AND DISCLAIMER:
This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank.
&--Original Message&--
Subject: RE: Urgent help required
Hi Jyoti,
I understand the same but I as a customer am not comfortable in using ATM's without a security guard! I beleive that a security guard is the basic thing you can have at an atm. one question - why is it that you have guards at branch atm's but none on a standalone? Also if nothing is going to be done about this then i want a call back from one of your top managers..my no is 9820733383..thanks.
kindest Regards,
Hetal Joshi
On Fri, 13 May 10:03 IST ICICI Bank Customer Care wrote:
>Dear Mr. Joshi,
>
>We understand your concern.
>
>Please note that, we have removed the physical presence of security guard at the ATM, we have adequate security measures like electronic surveillance and patrolling units in place.
>
>We look forward to more opportunities to be of service to you.
>
>Sincerely,
>
>
>Jyothi N
>Customer Service Officer
>ICICI Bank Limited
>
>
>
>"If you receive an SMS from ICICI Bank with a Unique Reference Number or URN without you having added a new payee in your account through internet banking, report to us immediately. Do not disclose the URN to any stranger, even if the person claims to be our employee" "You may not be able to access your Internet Banking Account if your mobile number is not registered with us. To register, please visit your nearest branch with a Photo Identity Proof".
>
>"Please do not reply to any e-mail that asks you for your bank-account-related information / details. These are called phishing e-mails and are designed with intent to fraudulently capture your bank account and personal details for misuse etc."
>
>
>CONFIDENTIALITY INFORMATION AND DISCLAIMER:
>This e-mail message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender. You will appreciate that e-mail transmission cannot be guaranteed to be secure or error-free as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects. The notice appended to the e-mails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank
>
>&--Original Message&-- Subject: Urgent help required
>
>
>
>
>
>
>
>
>
>
>Hi,
>
> This complaint is in with regards to the security at your Atm's. From the past one month i have not seen any security personel standing outside any of the standalone Atm's except for the one's that have branches next to them. A week back i was taking out some cash in the night from the kandivali west Link road Atm and there was a suspicious person who was standing outside the Atm and peeping into it while i was taking out cash, I had to open the door and ask him to stand behind. If i get robbed or any unfortunate circumstances happen, Is Icici ready to take the responsibility for it. As a part of the business decision you have given the Atm contract to a third party company who has not even bothered to do the basics right. If this matter is not resolved at the earliest then i will be going to trading standards as this is a clear security breach at the ATM's. An early reply will be highly appreciated.
>
>
>
>Kindest Regards
>
> Hetal Joshi
>
>A/c 038801533XXX
>
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