Jul 20, 2006 09:44 AM
2876 Views
Dear Mr. Kamath,
I am a recent member of your bank as my company has "compelled" to open a salary account with your bank. So, I am not sure about the service that I will get here... But, I am going to write some accounts of close ones alongside this review. This "may" make you seriously consider the way your bank is functioning at the moment.
ICICI bank does give a "decent" customer service. But, at times, your people tend to get on our nerves. Opening an account with ICICI means giving your information to hundreds and thousands of people roaming on streets selling credit cards/insurance/home loans/auto loans/personal loans etc. No sooner than you get out of their call center a smiling person will greet you saying "Sir, ICICI bank will offer you a credit card free for lifetime. You donot have to pay anything and then you will get a free 5,00,000 medical cover absolutely free. You just have to sign over here and we will do the rest." For a moment, I thought WOW, What a service!!! Then, I was even more excited after getting my first credit card of my life with my name written in bold, silver letters. I decided to buy something, went to a new mall near house and bought a digicam worth 15 grand. Hey, here I didnt have to pay anything plus I was getting a grace period of around 45 days after which I could pay. However, for initial 40 days, I didnt get a bill. Then, I was scared as to "did the mail get mismatched?" On the 43rd day, I got my bill and alongside an annual maintenance of Rs. 750 was also added. I was surprised regarding my next plan of action. I decided to call up the customer service helpdesk.
Sir, your credit card department and call centre sucks big time (sorry, for the word, I couldnt find a better word than that....) First, they put you on hold for atleast 15 minutes making you listen to the same junk music/tone/adverts continouslym and then there is no guarantee whether God will speak or not. Then suddenly, my call got disconnected while I was speaking to some individiual there. Again, I tried calling and had to face a similar trauma talking to a totally new person and start from scrap describing the problem. Finally, I got information from God that I had to pay all my dues before disconnecting the card (I had no other option as was duped...)
After disconnecting service, I still received dues and some charges (God knows what they were) continously, Again, I listened to the 15-minute music and came to know that they didnt get a written application from my side about discontinuing their service. Till date, that amount is increasing with every bill and I have stopped responding. Almost every fortnight someone calls me and I say with anger that I will not pay the bill and do not want your card.
I am sure that everyone would have faced some hassles. The problem I heard was with the sales channel of ICICI. They tie up with these aggressive direct selling associations whose only source of livelihood is to sell it by hook or crook. The fundas of Customer Relationship Management, Marketing, Customer is God, etc. are all bull shit for them. They dupe people and sell them and even dare to cross-sell them other ICICI products. I asked one person in senior position about their line of action against such sales channels who give wrong information to customers. He replied that these sales channel give excellent revenues to us. And their hit rate is also superb. And also, if they give 10 good customer service and 2 bad, then we dont really mind. Hey, people, those 2 could be one amongst you.
So, Mr. Kamath, kindly change the way your bank is functioning. Otherwise, I wouldnt be scared to seriously recommend everyone around not to go for ICICI. I would really prefer to go for a nationalized bank like Corporation bank or Canara Bank which gives excellent service.
Thanking You,
Regards,
ind.maverick
P.S. Fellow readers please add your atrocities in comments to shake the banks foundation more.
