Pathetic customer service from the office of Head of Customer Service
How banks make responsible people irresponsible
I have been maintaining my credit card well until I have received a solicitation call to avail a loan against my credit card. Upon my requests for a feasible solution to around 30 representatives I found no solution and finally when I made up my mind to go ahead with the loan to my utter disgust two of the reps wanted the accreditation for processing a loan. Finally upon my continuous contact I was informed that the check will arrive in not more than 5 days. Almost 10 days past I had no sign of the cheque. Finally being through a stressful phase I raised a complaint with the customer service and speak to a manager by the name Ramya. Then I have further more delay by express IT couriers who provide a lame excuse of shortage in staff for delivering a mail across the street. Upon my requests made to the Mumbai branch office again around 4-5 representatives who said managers are always in meetings, a request is made for a compensation for the goof up. Finally when I encashed the cheque I received a statement that reflects a series of transactions than I am sure a common man won’t understand and a series of reversals with a amount payable as nil and then a second statement showing a processing charge assessed that was reversed in the earlier statement with an amount payable as Rs21880.17 In fact such goof ups by the service team does not make them eligible for a processing charge. I request you to kindly provide me assistance as a good customer and take necessary action. The reply I receive from one V. Bhupender, Office of Head Customer Service, ICICI Bank Limited reads “It is unfortunate that, despite our good intentions, you have had to undergo some discomfiture. Please accept our apology for your distressing experience. We regret our inability for wavier of processing fee levied towards persona loan". When they had to solicit the loan they could reach me more than 50 times on my mobile phone number and now when there is a complaint the letter reads "Our attempts to reach you on your mobile 9885701055 has been without success. I have not recieved any reply from this person and the web page shows 4 stage complaint procedure where in I have not recieved any reply from any of the four highly responsible members of the staff who are head of the respective departments. We reiterate your request for waiver of processing fee levied on personal loan could not be processed. Please kindly help me publish this article so that everyone can know how banks play with responsible and honest people who work hard to make their ends meet.