Update of Mobile number for fund transfer
I had raised a query on mobile number to be updated so that i could get my funds transferred from ICICI to another ICICI account. I was informed that the form has to be submitted at the ICICI branch and it would take 2 days to reflect.
I went to the bank on 4/11/2009 around 1330 hrs and submitted the filled up form. I was informed i could start fund transfer after 2 working days as the request takes 2 working days to reflect on their systems.
On the following Monday (9/11/2009) - which is 3 full working days past the submission - the request was not yet updated on the site as a result of which i was unable to transfer funds. I raised a call with ICICI customer care. The representative infomred me that it would take 3 working days to reflect; and following this i can transfer the funds. I had my doubts on the claim. So i asked them for the back up process in case the request was not updated by end of day. I was informed that in such a situaion, a ticket would be raised and the request would be manually updated.
On tuesday (10/11/2009), i called up again @ 1400 hrs since it was still not updated. They did raise a ticket; but it would require 1 more working day! i informed the representative of all the prior (hollow) commitments given by her predecessors. AFter much haggling, i was promised that it would take effect by 5:30 pm on 10/11/2009.
At 7:00 pm on 10/11/2009, i called up again as it was still not updated. The next commitment was for end of day on 10/11/2009.
On 11/11/2009, Lo and Behold!!! it was done...but wait!!...there's a catch...you still cant transfer funds since there is a 'cooling period ' of 3 days!!! WTH?????
that would mean, that i would have to wait 10 working days to raise a request and get funds transferred.
I am ok with that provided that is the commitment given when you are taking in the request. When i raise a request with the info that 'i need to get funds transferred and hence need to update my mobile number to receive the URN for a/c regstration', the least i expect as a consumer is the waiting time to get my request to completion. I do not care for how many departments it needs to go thru. Nor am i intresteted to hear that after the committed time, the request has gone to next department and it would take another 'x' days to get this done. After 'x' days, the response would be-" welcome to ICICI, this request has been completed,. It has been passed to the next dept and you need to check with them for their planned time window'. What kind of a customer experience do you hope to acheive?
Can someone answer as to why there is such a huge disconnect in process and information between the various customer facing representatives?
By the way, in case you incompetant idiots are reading this - the request number raised was #124 539 175.
The agents involved were
> Bank official at the Hinjewadi Phase 2 office (didnt note his name). It should be in the ticket .
> Call centre employee on 9/11/09 (didnt note her name too, there should be an update made by her in the initial ticket though)
> Nithya Valluvan - Cust care executive who raised the ticket number mentioned above
>Shashank Sharma - Cust care executive on 10/10/09 (call answered at 7 pm evening)
>Lalitha Upadhyay - Floor leader