[Resolved]  ICICI Bank — ESCALATION

Address:

Thane, Maharashtra

TO: MANAGER

ICICI Bank – Credit Card Division



FROM: PRAVEEN DSOUZA

CREDIT CARD NO:[protected]

PHONE: +91 [protected] / +91 [protected]



Dear Sir/Madam,

This is to inform you that I have made the payment of Rs. 29000/- on 30th October 2008, at ICICI Bank RPG Tower, Opp. Kohinoor Hotel, J.B. Nagar, 248, Andheri Kurla Road Andheri (E), Mumbai-59,

But still I have been receiving the statements for outstanding amount. Rs. 4065.72/-

This has been affected my banking profile as my personal loan application is getting rejected since November-2010 stating my name is on defaulters list in SIBIL,

While paying the entire settlement amount I have received the confirmation (Attached with this mail) from ICICI that “The above full & final settlement is being granted on a one-time basis without setting any percentage.”

Though several people (even till date I never knew their levels, designations, addresses etc.,) used spoke to me, none of them have answered my following questionnaires:

1. ICICI to give me escalation matrix with clear title of the concerned authorized personnel’s in the bank for me to escalate, transparently.


2. ICICI to give an unconditional apology letter in writing.

3. ICICI to pay me a compensation for the damages caused till date (i.e.) loss of time, mental trauma etc., a min. of Rs.1.00 Lakh. (As I’ve applied for personal loan of 1.00 Lakh & got rejected by bank for the reason mentioned above)

4. ICICI to assure me that there will be a firm revert/full stop to whole of these requests in a week's time and it cannot be going on forever like this.


5. ICICI to give letters with letters signed by proper names, designations, titles etc., and not give a blind letters w/o any such details.



6. I visited the ICICI Bank, JP Nagar, Mumbai on 23/03/11 at 11:30 AM, as informed by Jaspreet Singh I need to send the scan copy of the payment receipt to check the dispute and will resolve the issue in approximate 7 to 8 days…! (He is not ready to commit the resolution time & not sure about the escalation TAT….Wonderful service..!), I don’t understand one point, when the payment is reflecting in the statement why should it take such a long time..?



7. In the mean time I had a word with Ms. Preeti on Customer Service of ICICI, she was keep on talking like a news reader and was not ready to listen to my query, even she informed me that it will take 60 days to resolve the issue..(I think ICICI is trying to break some Gunnies World Record by giving the false commitments and conditional TAT)



8. The person in the name Sachin Boda at Front Desk-ICICI Bank J.P Nagar, Mumbai. not even interested to convince me and was behaving in a very rude manner, he was just wanted to get rid of me from the office. When Jaspret Singh informed him to send the scan copy of my document, Sachin Boda informed me that he can scan & send the documents only after 05:00 PM (I’m there at 11:30 AM and he was not interested to handle the escalation)


Instead nailing the issue with firm actions, they were only trying to convince me that they will come back, come back, come back - but to nowhere. You will be surprised to note that even "ICICI Grievance Policy" very clearly states that "for escalation, a customer can ask for details of escalation matrix", which is not yet shared to me till date?!.

May be that i am a small customer, bank is taking it light; But definitely bank must keep in mind that its image takes a dent at the end of the day!.


Trust to the best of my abilities i could explain the kind of pains that i had underwent/undergoing with ICICI and look forward to your kind revert on the matter at the earliest.

Would appreciate if someone could look into the matter bit seriously and do the needful on priority as it’s forcing me to take up this issue to the next level.


Regards,

Praveen D’Souza