ICICI Bank
Lousy Customer Service-ICICI Bank

&-- 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

Company: ICICI Bank
Country: India

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