Aug 06, 2008 06:48 PM
2217 Views
(Updated Aug 06, 2008 07:10 PM)
I had applied for a loan of 1.5 lacs from ICICI, which was declined for no rhyme and reason. I was aghast at this because I have had very good relationship and record with ICICI. I tried contacting the DSA, who would not entertain me as the loan amount was too trivial for his time. Customer Care was no help as they proved to be a bunch of incompetent teenagers and every customer care guy would give me different information and incredible suggestions.
As advised by them, I walked into a bank branch. There I got to know that not all branches are loan branches. This is despite the fact that the customer care guys told me that they have a centralised system and all branches are loan as well as bank branches.
At the branch, a sensible guy suggested me to write to the customer care at ICIC web site, which I did. After exchanging 6 emails, I received a phone call from a lady using the number 011-9873565926, claiming to be speaking from ICICI. The lady did not introduce herself, just mentioned that it is regarding my escalation of the loan denial.
She told me that the RCM had not found my documents “good enough” (unko aapke document theek nahin lage the) and that is why the loan of 1.5 lacs was denied to me. When I asked for the exact reason for my documents not being good enough, she was not aware of the reason. Still, I insisted that I need to know what was not too good or actually bad about my documents. Now, she was helpless and tried asking a colleague. All this while, I was listening to this conversation. The colleague, another lady, advised her to tell me that she has called to tell me this exact reason and hang up – “Is ullu ko bataa dey kyonki usne shor machaa rakhaa hai, is liye call kar rahe hain aur phone rakh dey” (Tell this STUPID GUY that he has been making such a hue and cry and that is why we have called him up and then hang up on him”).
Needless to say, this added insult to injury. This episode was even more humiliating than the previous one when to my utter shock, a paltry loan of Rs. 1.5 lac was declined by ICICI despite me having very good existing relations with the bank.
As a gentleman, I expected a clear answer to my query and take this issue to a logical end. However, I have not received any clear and reasonable answer to my query. As the next step, I reported this incident, however, not in such graphic details, to Sunil Singh from ICICI, who had been exchanging e-mails with me. The following is the reply I got (verbatim):
*Dear Mr. Mishra,
As per confirmation received, we understand that our officer has contact you and provided you the exact reason for rejection of your loan application.Thank you for your interest in availing of ICICI Bank Personal Loan.We look forward to be of service to you in future.
Sincerely, *Santosh Singh
Customer Service Manager
*ICICI Bank Limited
I really cannot decide whether to laugh or cry at this. If this is the customer service of the largest private sector bank in India, how pathetic others can be!
THEY HAVE SWEPT IT UNDER THE CARPET. HOWEVER, I AM DETERMINED TO TAKE IT UP TO THE HIGHEST LEVEL AT ICICI AND ALSO MOVE THE BANKING OMBUDSMAN AND CONSUMER COURT.
