Aug 14, 2017 11:52 AM
6863 Views
Hey, it's my personal experience with icici customer care, I have no problem with their bank or the products but their customer care is really really bad. Apart from not making you wait for a long time to get connected to them, there is nothing else.
So this is just one of my recent experience, whine I say that please understand that I had a similar worst experience before too.
To begin with, when you call them for 1 query, it will not get resolved in the same call, we have to give them multiple calls to follow up and everytime it's a new person answering your call with a different answer.
So this time, I wanted to buy something on my credit card which is icici because the product what I wanted to buy was in a great discount and it was only valid for a day. But then I didn't had sufficient available credit on my card, falling short of 10 rupees, but I still had 15 more days to settle my dues, so I don't pay. But since I wanted to use my card then, I decided I pay off my outstanding, so that I can use the card once again.
It was Sunday, I tried to pay the bills using IMPS, but got a msg saying the MMID Is incorrect. Calle don't the customer care, said that I have to call axis bank, since the msg is from their bank and I have a savings account with axis. So Calle don't axis they tried to resuscitate my biller ie, ICICI and asked to try after 30 minutes. I tried again and again, same error - removed the icici from my biller and added once again, no use.
Called axis now and informed - they couldn't find anything wrong with my account, remember icici telling me it's my mistake? So spender up speaking with one of the managers at axis, then he confirmed it's an error from icici. I called icici this time keeping axis on the other side, conferencing the call. When icici got to know there is axis on the other side, they just hung up on me.
Calle them back once again and this time I requested to talk to their manager. Explained my situation. They said IMPS is not possible, if that is the case why did you offer me this service first of all? I asked them give me any other option. Same robotic response form the manager too, 24hrs, 48 hrs, sorry, nothing can be done, bal. blah. blue!
But it reached a tipping point when talking, this manager named Nazma told me, sir it's your mistake you used your card in full, now you are calling us to help. Can't do anything. Do the payment and then use the card. WTF! I am making the payment but will you update it immodestly? She says no. My whole bloody query from an hour was to find a way to get my payment updated and use the card the same day. And this manager was too rude. Interrupting me everytime I used to explain. The I let her blabber the same automated response for 5 minutes then took her permission to talk.
I asked her not to interrupt when I was talking, the. After explaining my situation once again, I asked her a question, no response, asked once again, yet no response. Asked he why isn't she talking? She tells me - sir you have asked me not to talk, so I'm not talking! Who talks like this to their customer and she is a manager. I felt insulted and I realised it's just a waste of time talking to them and so took the reference number for the call and asked for the caller ID - for which she informed they can't provide caller ID. Maybe because if the caller ID is out then I might demand the relevant team to give a call a listen.
Dear ICICI if you really care about you ur customer, please give a feedback to your staff and teach her how to talk to your customer, before you start loosing them. For yoUr reference the reference number is SR487874826
