Icici Direct — Account disabled for transactions

Address:

Delhi

I have an ICICIDirect account and I normally transact in mutual funds. About 3 months back, the account notified me that I have to submit the KYC documents which I did that time, the account was still non-functional, after chasing numerous time, I am yet to be told what is the issue with the account and the bank is continuously extending its time time after time without giving any explanation - it has become a farce as to how these guys run their business and treat customer complaints such as - I still cannot transact. Below is an account of conversation that started on the 25th sept and I am still clueless.

=============== 9th sept, 2011 ======================

Subject: Re: 'ICICICARE=[protected]' Issue with my ICICIDIRECT account
From: "ICICI Bank Customer Care" <customer.[protected]@icicibank.com> Wed, 09 Nov 2011 19:22:34
To: You
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Dear Mr. Dasgupta,

We appreciate your patience.

Due to some unforeseen circumstances, we were unable to process your matter as promised. We realize that, we have caused you a great deal of inconvenience, for which we are extremely apologetic.

We will surely have a revert to you on or before November 18, 2011.

Looking forward for your co-operation in the interim.

Sincerely,

Shabnam Sayed
Customer Service Manager
ICICI Securities Limited



-----Original Message-----
From: Manas Dasgupta ([protected]@rediffmail.com)
Date: Saturday, October 29, 2011 07:43 PM
To: ICICI Bank Customer Care (customer.[protected]@icicibank.com)
Subject: Re: Issue with my ICICIDIRECT account

I am asking again and again and still not have the answer as to what is the real issue with the account?




From: "ICICI Bank Customer Care" <customer.[protected]@icicibank.com>
Sent: Fri, 28 Oct 2011 15:34:43
To: "Manas Dasgupta" <[protected]@rediffmail.com>
Subject: Re: 'ICICICARE=[protected]' Issue with my ICICIDIRECT account
Dear Mr. Dasgupta,

We understand your concern.

We assure you that your concern is a top priority for us. We will surely revert you with the status on or before November 9, 2011.

Looking forward for your co-operation in the interim.

Sincerely,

Shabnam Sayed
Customer Service Manager
ICICI Securities Limited




-----Original Message-----
From: Manas Dasgupta ([protected]@rediffmail.com)
Date: Friday, October 28, 2011 02:06 PM
To: ICICI Bank Customer Care (customer.[protected]@icicibank.com)
Cc: Manas Dasgupta ([protected]@REDIFFMAIL.COM); coo ([protected]@icicibank.com); Helpdesk ([protected]@icicidirect.com); ICICI Bank (customer.[protected]@icicibank.com)
Subject: Re: Issue with my ICICIDIRECT account

Not acceptable, its been many weeks and I still don't know what the actual issue is. Please resolve asap. What is going to take you till 9th which you were not able to do in the past 4-5 weeks we have been exchanging mails and telephone calls?




From: "ICICI Bank Customer Care" <customer.[protected]@icicibank.com>
Sent: Wed, 26 Oct 2011 12:50:04
To: "Manas Dasgupta" <[protected]@REDIFFMAIL.COM>
Subject: Re: 'ICICICARE=[protected]' Issue with my ICICIDIRECT account
Dear Mr. Dasgupta,

We appreciate your patience.

With reference to your query, we would require some more time to respond. We assure that we are looking into the matter on priority and shall get back to you on or before November 9, 2011.

Looking forward for your co-operation in the interim.

Sincerely,

Shabnam Sayed
Customer Service Manager
ICICI Securities Limited




-----Original Message-----
From: Manas Dasgupta ([protected]@rediffmail.com)
Date: Friday, October 14, 2011 04:52 PM
To: ICICI Bank Customer Care (customer.[protected]@icicibank.com)
Cc: manas_dg1 ([protected]@rediff.com); coo ([protected]@icicibank.com); Helpdesk ([protected]@icicidirect.com)
Subject: Re: Issue with my ICICIDIRECT account

Shabnam,

Noone till date has told me as to what is the actual issue here and what you are trying to fix. there are various versions at various times. the last conversation I was told that you guys are sending me a form to fill, that was 5/6 days back and nothing reached me yet. So, I am still in dark. How much time is some more time for you. Can you give me an exact target date?

Thanks

Manas

From: "ICICI Bank Customer Care" <customer.[protected]@icicibank.com>
Sent: Fri, 14 Oct 2011 05:35:15
To: "Manas Dasgupta" <[protected]@rediffmail.com>
Subject: Re: 'ICICICARE=[protected]' Issue with my ICICIDIRECT account
Dear Mr. Dasgupta,

We appreciate your patience.

With reference to your query, we would require some more time to respond. We assure that, we are looking into the matter on priority and shall get back to you on or before October 20, 2011.

Looking forward for your co-operation in the interim.

Sincerely,

Shabnam Sayed
Customer Service Manager
ICICI Securities Limited





-----Original Message-----
From: Manas Dasgupta ([protected]@rediffmail.com)
Date: Wednesday, October 05, 2011 12:16 AM
To: ICICI Bank Customer Care (customer.[protected]@icicibank.com)
Cc: coo ([protected]@icicibank.com); manas_dg1 ([protected]@rediff.com); Helpdesk ([protected]@icicidirect.com)
Subject: Re: Issue with my ICICIDIRECT account

Suman,

I am not sure what you are talking about. I have not placed any request for PIN mailer. Your customer service is all over the place. Someone from your team is messing with my account.

Someone else from your team in the mean time called me to say that I have to submit documents because they have been destroyed in the Mumbai flood. How many years back was that ? - the flood was years back, I submitted these documents years back and performed many transactions since then. What way is it to fool people? I challanged back that guy and he said he'll check and get back. Never got back ever since.

Speed post does not take 12 working days. Please be realistic. I still haven't got it, its been 27th Sep till 4th Oct now.

can you explain what the real problem is/was and when it is going to be fixed?

Thanks

Manas Dasgupta

From: "ICICI Bank Customer Care" <customer.[protected]@ICICIBANK.COM>
Sent: Tue, 04 Oct 2011 13:57:02
To: "Manas Dasgupta" <[protected]@rediffmail.com>
Subject: Re: 'ICICICARE=[protected]' Issue with my ICICIDIRECT account
Dear Mr. Dasgupta,

We understand your concern.

As checked, you have placed a request for PIN mailer on September 26, 2011. The PIN mailer containing user ID and password for your ICICI trading account has been sent at your registered address on September 27, 2011 by Speed Post vide AWB no.EM[protected]IN. You will receive it in 12 working days.

We look forward for your co-operation and a healthy financial relationship in future.

Sincerely,

Suman Hegde
Customer Service Manager
ICICI Securities Limited



Subject: Re: Issue with my ICICIDIRECT account

Hello,

It is still not active. Now the message when I put in my user id and password is "Your password request is under process. In the interim, you can place :orders through Call N Trade. (Visit Customer Service page -> CALL N TRADE)".

Its been far too long now that account is not working. Please ensure you duly expedite this. I am copying some senior folks here.

Thanks

Manas Dasgupta




From: "Helpdesk" <[protected]@icicidirect.com>
Sent: Mon, 03 Oct 2011 08:48:17
To: "Manas Dasgupta" <[protected]@rediffmail.com>
Subject: Re: 'ICICICARE=[protected]' Issue with my ICICIDIRECT account
Dear Mr. Dasgupta,

Thank you for your patience.

With reference to Service Reference Number SR[protected], we wish to inform you that your ICICI Trading Account [protected] has been enabled for Mutual Fund trading.

We request you to check it from your end.

We assure you best services always.

Sincerely,

Siddesh Parkar
Customer Service Officer
ICICI Securities Ltd.


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-----Original Message-----
From: Manas Dasgupta ([protected]@rediffmail.com)
Date: Sunday, September 25, 2011 09:46 AM
To: [protected]@icicidirect.com ([protected]@icicidirect.com)
Cc: manas_dg1 ([protected]@rediff.com)
Subject: Issue with my ICICIDIRECT account

Hello,

I have an account with ICICIDIRECT, no. [protected]. At this moment, I can't perform a transaction as I am getting the following message from the site.

"Dear Customer, As per a recent SEBI directive (Cir / IMD / DF / 9 / 2010) dated August 12, 2010, we are required to submit your account opening documents along with transaction placed in the respective AMC before you place an order in the schemes offered by the AMC. We are in the process o[censored]pdating your account opening documents in the system. You will be able to place an order in this scheme after the uploading process is completed. Regret the inconvenience caused.Kindly contact the customer service numbers for further information."
Background:
1. I have submitted KYC documents about a one month back.
2. CVL verification is done and site is saying Verified. I checked this a number of days back.
3. 3/4 days back I tried carrying out transactions and got the same message. your Support center guy told me its due to some technical issue, try after some time.
4. I tried today and the same issue occurred - the Support center lady did not seem to have any idea as to what can be the issue and was trying to direct me to CVLsaying CVL has to complete their process but could not explain what is pending from CVL. Ticket no. is SR[protected], dated 25 sept. After I challenged back she advised me to write this mail to helpdesk.
5. I am also not happy that she could/did not escalate this call after I insisted that I talk to someone senior. The explanation was that no senior management staff is available. This is something I do not believe. Every shift will have a supervisor/leader. If that is not the case, your customer services are being left unmanaged and leading to issues as I am facing.

Please look into this and resolve asap. I wan't to invest now. The impact of each days delay to me means loss of money that ICICI is causing to me. With any further delay, I'll write to your senior management and consumer compaints boards.

Thanks

Manas Dasgupta
[protected]

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