&-- Original Message &--
From: "Manoranjan Sharma"
To: "ICICI Bank Customer Care"
Cc: "ICICI Bank Customer Care"
Sent: Monday, September 07 3:40 PM
Subject: Re: RE:'ICICICARE=035-282-117' Fw: Repayment of Housing Loan- LAN
No. LBLUC000 00 350199
> September 07
>
>
>
> Mr. Bhaskar M
>
> Customer Service Officer
>
> ICICI Bank Limited
>
>
>
> Dear Sir,
>
>
>
> Sub: Lousy Customer Service-Repayment of Housing Loan availed from your
> Bank- LAN No. LBLUC000 00 350199
>
>
>
>
> I am greatly pained to bring to your notice that despite my best efforts
> to repay some EMI instalments in arrear, I have been unable to do so. In
> response to repeated e-mails mailed to you, I received your e-mail which
> asked me to submit the PDCs at your Bommannahalli Centre, Collection
> department, ICICI Bank, Bangalore. As per your e-mail, I went to the
> Bommannahalli Centre on August 31. But the lady at the Collection
> Department, refused to accept any cheques because all these cheques
> related to Oriental Bank of Commerce, New Delhi. I showed her the
> complete set of correspondence, which I had with you. On my insistence,
> she telephonically spoke to one Mr. Manjunath in the Operations
> Department. I explained to them that for PDCs and other purposes I have
> always been submitting out station cheques and this could easily be
> verified from the details of my transactions available on-line to the
> branch. Both of them agreed with me but they expressed their utter
> helplessness in accepting these cheques, which were drawn on Delhi Bank.
> They informed me that recently the rules and regulations governing the
> receipt of PDCs and other cheques had undergone a complete change and they
> had no discretion in the matter.
>
>
>
> I am completely fed up with the deplorably poor quality of customer
> service rendered by ICICI Bank. Despite all tall claims made by the Bank,
> it is apparent that customer service has no meaning in ICICICI Bank. In
> view of the overall circumstances of the case and the hardship and mental
> anguish caused to me, I am constrained to bring to your notice that kindly
> let me know within 72 hours of the date of receipt of this mail, the
> address of your office in Bangalore where these cheques could be
> deposited. As already explained earlier, these cheques would be drawn on
> Oriental Bank of Commerce, New Delhi. This is a practice which I have
> been repeatedly followed in the past and I am greatly shocked and
> surprised to find that you have abruptly changed all your policies and
> procedures in utter disregard to customer convenience and civilized norms
> of behaviour. The least you could do when you make such sweeping change in
> your transactions is to keep customers informed of the abrupt changes
> effected mid-way during the period of the loan.
>
>
>
> In case I do not get a suitable response from you within 72 hours, I would
> escalate this matter of grossly unsatisfactory customer service and
> complete indifference to the needs of the customer to the highest levels,
> including the Banking Regulator, Ombudsman and the Consumer Court.
>
>
>
> Incidentally, this is not the first case, when I faced such poor response
> from ICICI Bank. I underwent a similarly harrowing experience in case of
> my repayment of car loan (Loan account no. LABNG00002990344) and other
> cases. Hence all this is not just a stray, one-off case but forms part of
> a consistent pattern of customer harassment and needs to be highlighted at
> all appropriate forums.
>
>
>
>
>
> Yours faithfully,
>
>
>
>
>
> Manoranjan Sharma
>
>
>
> Chief Economist, Deputy General Manager,
> Canara Bank
> Head Office
> Bangalore
> Phone- (O) 0091-80-22297695 (Direct)/22221581-Extension 290.
> (R) 080-25559977/25592333
> (Mobile/Cell) 0091-9900164046
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