Nov 04, 2010 12:32 PM
10571 Views
This review is on absolute lack of co-ordination between branch & processing centre and control of flow of documents.
I have a relation with ICIC securities for the last 10 years, I have always like to trade through icicidirect.com. I had to close my demat account couple of years back due to personal reasons. Since I wanted to get back into trading, I opened a demat account with ICICI bank in September 2010. Since I already had a trading account with ICICI securities, I was told to submit a linking form at the nearest ICICI direct centre and the request will be processed in 10 days time. I first approached the ICIC direct centre @ cunnigham road, bangalore, where I was told linking forms are not available and are not sure where the forms will be received from HO.
Then I visited the branch @ Dr. Modi Road, Bangalore and met the brach manager Mr. Thimmaraju, who received all my personal documents said it will be done in 10 days. After about 15 days of submittion of documents @ Dr. Modi Road branch in Bangalore, since I did not hear from ICICI, I contacted the call centre and to my surprise they said they have not received any request. I contacted the branch @ Dr. Modi Road branch in Bangalore and I was told the branch manager who received my documents had quit and they had no clue where the documents where. The new branch manager washed his hands off and said there is nothing that he can do.
After numerous calls and escalations over month and half, a member of escalation team from Mumbai from a number 022- 40701351 called me and assured me that the case will be taken on a priority basis and he requested me to resubmit the forms.
Then I resubmitted my documents @ infantry road branch in the second week of October and I was assured it will be done in a weeks time. Its been more than three weeks now and the case is yet open.
Further the call centre seems to have no record of previous complaints...so every time the whole story has to be repeated to the call centre and a assurance of resolution / followup is given by the executive but without any action.
This morning after me calling the number @ mumbai, I was assured that the issue will be resolved soon. But it soundly exactly like the same assurance that have been given for the last two months.
This is the most pathetic and frustrating level of customtakeouter serice that I have ever encountered....not sure if this is isolated case....
