From a 15 year customer. Review on ICICI Securities

I opened account more than 15 years ago and it was one of the few brokerages, which had several services, kept adding new services, platform worked excellently without fail and hence, opened accounts for 2 more family members. Things started deteriorating about 4 years back, even before COVID pandemic. Basically, the platform works well [even that has deteriorated recently] BUT if you happen to have a problem, then there is no one to help you, considering that it is a full service brokerage. The emails are useless because you will get reply about 3 days later, which is usually a cut paste reply of what you had already tried and already mentioned in the email and each reply on the same issue is from a different person, who has no idea what happened before. Hence, I started using the RM [Relationship Manager], who, despite having access to raise service requests, also have the same problem with the backoffice and keep changing frequently. None of the higher officials ever bother about your escalated emails. I only came to know that ICICI SECURITIES had a twitter handle about 14 months ago and opened twitter accounts just to get my complaints across. The twitter team ALONE in the whole setup in responsive but they are NOT the technical team and sometimes do not understand the complaint BUT they are the only ones who listen to you and atleast try. After 14 months of several rounds of complaints, my observation is that they are also facing the same issues.

FINAL CONCLUSION, ICICI SECURITIES BOARD & HIGHER AUTHORITIES are living in a different world and not even listening to their own managers and employees and never to customers anyway. I can't get out of it because there are other investments tied up with them BUT do not open a new account with them, especially if you are a newbie.

Especially, considering that it is going to merged with ICICI BANK, whose behaviour throughout the country at the time of the vote on merger, broke new barriers of decency and I have also experienced it since I had shares of both the companies.