Sep 17, 2008 01:31 PM
8636 Views
It is my oldest SB account. But I had a night marish experience and learned a lot from this. This is not an attempt to generalise a Corporate based on personal experience - But a humble attempt to alert every one regarding how to deal with ICICI! Here it goes.
CONTEXT -Poor me running out of cash before three years and need Rs. 1 Lakh in three days. I could repay the amount in a week's time as salary will be credited in a week's time. Seems, I Bank saw a business opportunity and I got a call where in the CC Executive. As I am a good credit card customer, she was ready to offer personal loan up to 3 Lakhs. Well, I opted for 1 Lakh. Repayment cannot be done for six months. Got the money transferred to my account in 48 hours. About Rs.3300 plus I have to pay as EMI.
Twist in the tale -My boss resigned and I was given charge of the Department. Perhaps, I was the youngest one in that role in the entire country in the similar industry. One side - I was happy that Management recognised me but on the otherside, pressure was building up - You have to take over charge in next 20 days and in between you have to travel a lot with in the country - followed by two conferences in Asia Pacific. My life was changing and I have to depend on Atens to keep my BP steady. Well - due to extensive travel, I gave post dated cheques towards the EMI payment and deposited it in one of the drop box near an ATM counter. Only mistake from my side - I didnot check whether the money was being credited towards EMI.
Life is normal , but --After three months, I got used to the busy schedule -. And started checking my bank transactions but was shocked to see that the EMI was not credited during these three days. I tried my luck with phone banking -
Here start the real story - My experience with Phone Bankers -
First Attempt -CC informed that link is down and she cannot help me
Second Attempt -CC kept me on hold and after 20 minutes the line got disconnected
I was having apprehnsion to try again. After two days I tried again. My stars where good and this time I got the connection. But alas got a shocking information - Summary is given below.
" We have not got your Cheques. As you have defaulted the loan payment for three months, you have to repay the entire loan amount with in next seven days with penalty and interest "
I was shocked - But appealed to them not to close loan account as at that point of time, I was not in a position to spare Rs. 1 lakh plus.
"I can give you the details of the drop box where I dropped. I accept my mistake for not checking the transactions but I was not in a situation to do so as I was travelling. I never had intention not to repay the amount. So, please dont close my loan account as at present as I dont have this much amount to spare"
No way - CC was not agreeing. I got irritated and asked to escalate the call to her superior. She resisted initially but finally she agreed and kept me on hold. God Tussi Great ho -Line got disconnected.
I called again - And the same incident was narrated to some one else. God Tussi Great ho again --Before the Team Leader could pick the call - Line got disconnected.
I was at a loss - again repeating the story was out of question. But have to do something - Called again and told the CC to escalate the call with out any further interrogation - but CC told me very polietely that their process does not allow to do so. I was feeling so low to explain my story again. And finally she told - Sir, we cannot do anything. It is system generated statement. You have repay!After me shouting, pleading and begging she transferred the call. This time great Team Leader came into picture. I narrated the story again and he told me that he will see what can be done and I will get call in 3 days. I told him not to close the account in this interval. He said, he will look into it.
SUMMARY OF EVENTS --
A) Irrespective of his assurance my loan account got closed and they asked me to pay a big amount in 7 days
B) The concerned TL didnot call me in three days and I have to call the junior cc executive again and narrated my story and this time another TL took the call. Up on my insistance, she gave her mail id and gave the most useful tip to write my grievance to customercare@icicibank.com
C) I understood the importance of maintaining the sequence - I wrote a detailed mail to customer care and got a response that they will look into this and got a tracking id.
D) A third party recovery agent guy ringed me and told me that as per their records I was a defaulter of loan amount and I have to repay the money. He can send his representative to them. I told him politely that this matter is disputed and I am dealing with bank authorities and not to disturb me
E) My mail series with customercare id continued where in I have also mentioned that recovery agents are trying to bother me
F) Another recovery agent guy from the same office rang me. I have to explain him the story again.
G) I keep on writing to customercare with each and every bad call I was receiving - but alas - each and every mail got an automatic reply with tracking id
E) Enough is enough - I ringed them again and quoted all tracking ID. I asked for email id of top most authority dealing with customer care. I got another id headservicequality@icicibank.com
F) I forwarded the entire mail series to this id.
G) A lady from the office of Head - Service Quality rang me and told that she will definitley address this issue. Also, she made me narrate the entire story. I pleaded her atleast to get me relieved from the calls of recovery agents. She asked for 7 days time and assured me that I wont get any calls
H) Great - I didnot get any calls but my wife got a threatening call stating that your husband is a defaulter, please ask him to pay money to avoid bad consequences
I) I send another mail to headservice quality. The same lady called again and told me "Sir, I told yo you that I am looking into this. Please dont write any mails till I get back to you. I have already passed message to recovery department. Even if you get some calls, please avoid"Amazing - is it
J) In a weeks time - some people from Bhandarkar Road Branch of ICICI Bank visited me at my office and assured that my loan will not be closed and I can start paying emi. The process will take another 10 days.
K) After 12 days, my loan was rebooked and I started paying EMI.
Lessons
a) Take personal loan from credit card only when it is most required
b) Always track your transactions. Please use internet banking and not get into the trap of phishing site
c) When ever you interact with a phone banker - ask for their name, note time of calls, where ever possible, ask for the tracking id
d) Keep the habit of writing mails to the bank in the specified ids
e) If you are not attended to properly, please ask for escalation - it is your right
f) And my exprience taught me that "headservicequality" person if I Bank is a responsive entity
g) All your mails should be formated well with the details of your account, details of your call so that bank authorities will take you seriuosly
Happy Banking!
