Jun 18, 2013 04:23 PM
2279 Views
While I was working at Bilaspur (CG), my wife, Mrs. Ramani Padmanabhan had to open a Savings account with ICICI Bank there in the year 2005. The account Number was 028201503323 (Customer ID: 606740308). The account was briskly operated till 2007. In 2008, I was again transferred to another place and eversince, there were no operations in the account. In 2012, we both returned to settle down at our own house at Nellore.
We then thought of reviving the ICICI account in view of the facilities it offered.
We have settled at Nellore for good and there would not be any necessity to get the account transferred to some other place any more. We, therefore, went to ICICI Bank and asked them to get the account transferred from Bilaspur to Nellore to enable us to operate the account. One Mr. Anil (Mobile No.9703217372) attended to us and he advised us to deposit Rs.500 to revive the account, as it had become dormant out of disuse for more than 3 years. We accordingly paid Rs.500 in to the account and Mr. Anil had collected the request letter for transfer of the account from Bilaspur to Nellore and also the only unused check leaf. He said the transfer process would take 4 days and advised us not to operate the ATM card for those 4 days. He also advised us to visit the branch after 1 week and said that the account would then have been transferred to Nellore.
Though he said one week, I telephoned to him after 10 days and he said that there were holidays and that, therefore, the transfer process was delayed. In fact, there was one Sunday and a holiday due to local bandh. However, after another 10 days, I telephoned to him and he said that it would take another 10 days. Even after a month, I did not get any positive reply from him.
Then we decided to post a complaint to ICICI on the bank’s website. It allows only 140 characters and therefore, the complaint was lodged in brief. A prompt auto-generated reply was received stating that the complaint would be processed in 2 or 3 working days. In 2 days, the ‘resolution’ was that the request for transfer was not received. Then, we informed the Bank the whole thing and that Mr. Anil of their Nellore office had also collected the request letter from us. The next ‘resolution’ was that the account holder was not available for contact at the phone number registered with the Bank and that therefore, the complaint could not be processed. A great resolution indeed!
While lodging the complaint, the present mobile phone number was given on the bank’s website. The excuse that the account holder was not available for contact at the phone number registered with them for processing the request sounded funny. When the application for transfer was given, it was not acted upon at their Nellore branch. The bank is not worried about that. When a person had left a state for more than 4 years, is there a possibility of his continuing the same mobile that he used there in another state? The bank never thought of deliberating on what happened to the request letter given to one of its employees and whether a person can hold the same mobile phone though he had moved over to from one state (circle) to another state and that too over 4 years ago. But, they go on making historic ‘resolutions’.
The ultimate course left for us was to draw the entire money from the account by using ATM card (it started working after depositing Rs.500 in to the account) and leave a balance of less than Rs.100 and also say ‘good-bye’ to ICICI.
Since the public should know the great customer service being rendered by the Bank, I am narrating the whole chain of events here. The replies of the Bank are produced in the word document. produced below.
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I am giving below the email response of the bank on various occasions in this case. It is copied in MS word.
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Dear Customer,
Your SR242014008 for Status of request submitted for transfer of Bank Account is registered on 11/10/2012. It will be processed in 2 days from request date.
Please note: This is a system-generated e-mail please do not reply.
Sincerely,
Customer Service Team.
ICICI Bank Limited.
Dear Customer,
Request Number:SR242014008
Type of query: Status of request submitted for transfer of Bank Account
Resolution: As per our records we have not received request for transfer of account. Request you to visit home branch or transferee branch.
Please note: This is a system-generated e-mail please do not reply.
Sincerely,
Customer Service Team.
ICICI Bank Limited.
Dear Customer,
Your SR242709598 for Status of request submitted for transfer of Bank Account is registered on 17/10/2012. It will be processed in 2 days from request date.
Please note: This is a system-generated e-mail please do not reply.
Sincerely,
Customer Service Team.
ICICI Bank Limited.
Dear Customer,
Request Number:SR242709598
Type of query: Status of request submitted for transfer of Bank Account
Resolution: We are unable to process your request as you were not contactable on the phone number updated in our records. Please contact our Customer Care.
Please note: This is a system-generated e-mail please do not reply.
Sincerely,
Customer Service Team.
ICICI Bank Limited
