ICICI Bank — ATM Debit card Not received, Issuing Tampered ATM card envelop from the branch

Address:

Bangalore, Karnataka

Incident Type: - ICICi Bank new ATM Card Not received. Incident in Detail Dated: - 27.06 2015...I made service request to ICICI customer care for getting the new debit card. I told to deliver the Debit Card at the nearest branch, Near to the Infosys, electronic city phase 1. Bangalore. Request accepted. Dated: - 31.07.2015 I got the mail confirmation which is attached. Dated: - 01.08.2015 I got the mail confirmation which is attached. Dated: - 03.08.2015 around 10Hrs & 10 min, I visiting the branch near Infosys, I have been told from the ICICI bank (Near Infosys branch) Bank has not received the card. Asked to check in ICICI branch inside of Infosys. I made first video call to customer care ((Near Infosys branch) I have been told ICICI system is down & cannot take the call. Dated:-03.08.2015 at 10.30 I went to Infosys Gate, since the Branch is inside the company. I talked over phone from the security gate; I explained the SMS which I receive and purpose of visit to collect the ATM card. The Branch Manager (Branch inside the Infosys) jumped on me (for no reason) & loudly & rudely said, “I cannot help.you, Go and call the customer care”. His way of talking was so rude that He was almost shouting on me. I was scared (I came to know that manager is Mr. Mahesh.) I feel very disappointed the way the ICICI responsible staffs are treating to customer. We see only the slogan from ICICI “A relationship that bonds many hearts” Where are those? Dated: - 07, 08.2015 afternoons I got the phone call, from the ICICI bank to collect the card from the Branch (Branch, which is outside the Infosys building). Dated: - 10, 08.2015 after the weekly off I went to the branch at 10.40hrs.I have been told that card is received pl. sign in register, so I signed. Operation manager hand over me the ICICI courier. I saw that courier was tampered at one side, such that someone can easily check the content inside. I brought this notice to the operation manager; the staff laughed & said yes I know. I SURPRISED, asked question to myself, Am I really SECURED in ICICI? I have been told; there is no harm in taking this even that is partially opened. After my strong refusal she said that I will note down the case & raise a request to issue other card, till date I have not received the card. Note:- The complaint raised to ICICI customer care, Copy to Mrs. Chanda Kochhar. Still i have not received the ATM card. The mail copy is attached. The mail details are as under. ________________________________________________________________________________...⇄ RE:'ICICICARE=[protected]' 9 messages Head Service Quality 6 August 2015 at 19:51 To: "[protected]@gmail.com" Dear Sir, We acknowledge the receipt of your appended email of August 3, 2015 addressed to Ms. Chanda Kochhar, which has been forwarded to the undersigned for due analysis and redressal. At the onset, we sincerely regret the inconvenience caused to you. We have registered your complaint vide Service Reference Number SR[protected] regarding the feedback on our branch officials. I am the designated manager looking into your concern and I request you to allow me time till 21:00 hrs. of August 10, 2015 to update you with the status. We appreciate your patience and request your cooperation in the said matter. In the interim, you may write to me for any further assistance. Sincerely, Vamsi Priya Office of Head Service Quality CONFIDENTIALITY INFORMATION AND DISCLAIMER "This email message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender.You will appreciate that email transmission cannot be guaranteed to be secure or errorfree as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects.The notice appended to the emails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act of done with the endorsement of ICICI Bank." From: Sharadrao sharadrao Date: 3 August 2015 1:19:26 pm IST To: "CUSTOMER CARE /CSPB/IBANK/THN", "Chanda Kochhar /CORP/IBANK/BKC" Subject: Escalation of complaint on Very High Priority Dear Sir & Madam, On 27.06 2015...I made the service request to customer care (Details at the bottom of the mail) ICICI Bank on 27th Jul for getting the new debit card. I told in the discussion that i am out side of pune, (my 8/17/2015 Gmail RE:' ICICICARE=[protected]' https://mail.google.com/mail/u/0/?ui=2&ik=5509e35aba&view=pt&search=sent&th=14f036fcdb7e8a61&siml=1...⇄ 2/11 actual ICICI bank branch is located in pune). I told to deliver the Debit Card at the nearest branch, Near to the Infosys, electronic city phase 1. Bangalore. On 31.07.2015 I got the mail confirmation which is attached.. On 01.08.2015 I got the mail confirmation which is attached. On 03.08.2015 around 10Hrs & 10 min, I visiting the branch near Infosys, The branch staff said that they have not received the card. Asked to check in icici branch inside of Infosys. I made first video call to customer care from the ICICI bank branch. I got the reply from the video call that, our system is down & can not take the call.when i requested the ICICI staff then i got answer call again to customer care. I again called the customer care video call after 5 to 7 min. from the same branch. The person told me that the system has some problem and can not take the call. The staff member said that you can visit icici branch inside of Infosys. or we will get back to you she took my account number & phone number and told will communicate with in 3 to 4 working days. On 03.08.2015 at 10.30 I went to Infosys Gate, since the Bank is inside the company, the security pass is required the prerequisite is the mail has to come from ICICI at the security gate. I asked the security that i want to talk to the ICICI Branch Manager inside the Infosys Bank. He connected me. after explaining him about the SMS which i received. The manager was so rude in talking, he said that we cannot help. Go and call the customer care. His way of talking was so rude that He was almost shouting on me. I came to know that manager is Mr. Mahesh. I feel very disappointed the way the ICICI staff is treating to the customer. Is this the treatment we as a customer will continue to get in future? when we talk about "A relationship that bonds many hearts" or ICICI customer care ? where are those? Madam Chanda D. Kochhar, I am asking to you madam, How you see this? Is ICICI is actually taking Care of customer? or ICICI do the required Customer? what message as a Managing Director you want to pass on to the customer? Details:Service Request Number SR[protected] dated 27th july 2015. Regards, Sharad Pingale (M) [protected] Head Service Quality 10 August 2015 at 20:08 To: "[protected]@gmail.com" Dear Sir, We refer to your appended email of August 3, 2015 addressed to Ms. Chanda Kochhar, which has been forwarded to the undersigned for due analysis and redressal. At the onset, we regret the inconvenience caused to you. We have noted your feedback on our branch and understand the anxiety caused to you because of the unpleasant experience you had while interacting with our branch officials. Please be assured that your email has been accorded the seriousness that it deserves and necessary action will be taken, as deemed fit. Further, we have initiated a new request for delivering the card at Bangalore, Electronic City branch. We will confirm 8/17/2015 Gmail RE:' ICICICARE=[protected]' https://mail.google.com/mail/u/0/?ui=2&ik=5509e35aba&view=pt&search=sent&th=14f036fcdb7e8a61&siml=1...⇄ 3/11 the status once the card received at the branch. We will revert to you by August 14, 2015. We look forward to your cooperation in the interim. Sincerely, Satya Matta Office of Head Service Quality CONFIDENTIALITY INFORMATION AND DISCLAIMER "This email message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender.You will appreciate that email transmission cannot be guaranteed to be secure or errorfree as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects.The notice appended to the emails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act done with the endorsement of ICICI Bank." . From: Sharadrao sharadrao Date: 3 August 2015 1:19:26 pm IST To: "CUSTOMER CARE /CSPB/IBANK/THN", "Chanda Kochhar /CORP/IBANK/BKC" Subject: Escalation of complaint on Very High Priority Dear Sir & Madam, On 27.06 2015...I made the service request to customer care (Details at the bottom of the mail) ICICI Bank on 27th Jul for getting the new debit card. I told in the discussion that i am out side of pune, (my actual ICICI bank branch is located in pune). I told to deliver the Debit Card at the nearest branch, Near to the Infosys, electronic city phase 1. Bangalore. On 31.07.2015 I got the mail confirmation which is attached.. On 01.08.2015 I got the mail confirmation which is attached. On 03.08.2015 around 10Hrs & 10 min, I visiting the branch near Infosys, The branch staff said that they have not received the card. Asked to check in icici branch inside of Infosys. I made first video call to customer care from the ICICI bank branch. I got the reply from the video call that, our system is down & can not take the call.when i requested the ICICI staff then i got answer call again to customer care. I again called the customer care video call after 5 to 7 min. from the same branch. The person told me that the system has some problem and can not take the call. The staff member said that you can visit icici branch inside of Infosys. or we will get back to you she took my account number & phone number and told will communicate with in 3 to 4 working days. 8/17/2015 Gmail RE:' ICICICARE=[protected]' https://mail.google.com/mail/u/0/?ui=2&ik=5509e35aba&view=pt&search=sent&th=14f036fcdb7e8a61&siml=1...⇄ 4/11 On 03.08.2015 at 10.30 I went to Infosys Gate, since the Bank is inside the company, the security pass is required the prerequisite is the mail has to come from ICICI at the security gate. I asked the security that i want to talk to the ICICI Branch Manager inside the Infosys Bank. He connected me. after explaining him about the SMS which i received. The manager was so rude in talking, he said that we cannot help. Go and call the customer care. His way of talking was so rude that He was almost shouting on me. I came to know that manager is Mr. Mahesh. I feel very disappointed the way the ICICI staff is treating to the customer. Is this the treatment we as a customer will continue to get in future? when we talk about "A relationship that bonds many hearts" or ICICI customer care ? where are those? Madam Chanda D. Kochhar, I am asking to you madam, How you see this? Is ICICI is actually taking Care of customer? or ICICI do the required Customer? what message as a Managing Director you want to pass on to the customer? Details:Service Request Number SR[protected] dated 27th july 2015. Regards, Sharad Pingale (M) [protected] Sharadrao sharadrao 11 August 2015 at 10:45 To: Head Service Quality Dear Madam, Thanks for your late so called rapid reply after 3 days of the complaint. Infact I decided not to REPLY again to the mail considering the quality of service that ICICI is providing to its customer.I now totally lost the trust on the service that ICICI bank provides to the customer. The current status is as under (Continue from previous my mail) . on Friday, 07, 2015 afternoon I got the call on my mobile in the office, from the ICICI bank to collect the card from the Branch (Branch, which is out side the Infosys building). I said I will. after the weekly off I went to the branch. on Monday, 10, 2015 morning 10.40hrs. I have been told that card is received pl. sign in register, I do so & they hand over me the ICICI courier. I saw that courier was tampered at one side, such that some one can easily check the content inside. I brought this to the notice to the staff member, the staff laughed & said yes I know. I SURPRISED, asked question to my self, Am I really SECURED in ICICI? I said I want to talk to branch manager, she guided me to contact the operation manager, after explaining the case she told me, There is no harm in taking this even that is partially opened. After my strong refusal she said that I will note down the case & raise a request to issue other card, and it will take seven working days. So funny right, I made first request on 27.07.2015 for debit card and still I have to actually wait next 7 working days. good quality & prompt service. Tell me what is my fault in the whole scenario?...I think, I am the customer of ICICI bank, that is my fault. I have attached the image of tampered courier. Thank you for your so called Quality & Prompt service, Sharad Pingale 8/17/2015 Gmail RE:' ICICICARE=[protected]' https://mail.google.com/mail/u/0/?ui=2&ik=5509e35aba&view=pt&search=sent&th=14f036fcdb7e8a61&siml=1...⇄ 5/11 (M) +91 [protected] [Quoted text hidden] Regards, Sharad Pingale 4 attachments IMG_20150810_105118.jpg 645K IMG_20150810_105047.jpg 741K IMG_20150810_104953.jpg 638K IMG_20150810_104949.jpg 432K Internet Mail Delivery 11 August 2015 at 10:46 To: [protected]@gmail.com This report relates to a message you sent with the following header fields: Messageid: 8/17/2015 Gmail RE:' ICICICARE=[protected]' https://mail.google.com/mail/u/0/?ui=2&ik=5509e35aba&view=pt&search=sent&th=14f036fcdb7e8a61&siml=1...⇄ 6/11 Date: Tue, 11 Aug 2015 10:45:44 +0530 From: Sharadrao sharadrao To: Head Service Quality Subject: Re: 'ICICICARE=[protected]' AuthenticationResults: symauth.service.identifier; spf=pass; senderid=pass DKIMSignature: v=1; a=rsasha256; c=relaxed/relaxed; d=gmail.com; s=20120113; h=mimeversion: inreplyto: references:from:date:messageid: subject:to :contenttype; bh=0hgx31J+pRAl3XgI6ZH0RbaVjZwig6q7sJgWrSWRVmc=; b=Y56KMi/A0QiMd77UuDgmWN2t/KJ7tVs+94JoRObuICg1WUzoa+UiEtlZb8IN1GoXjN ZDjdR0RHU7fsKe2Gc2doq41UOvN9CJBka5DZMDVypBz8rKArXfN+m0rsfKPyQyBDT5yD TFQ9GfI5BDr0ywMJybOgE+D/n1uqE2Y7DIOCKXR4K/Iq5au+j00+m0RrvBDT9jRHzuXm ooZO8LUxQQKYwLyGI2k8xv5X44xK768OqqjZV0rpE0PSRAkoL3+yN6b355r172QKlAhq kxfTCzfqgpEwX6VfQW7R5g1AYyHiv5PJ6pxCdyCUwDHJxjsRDu3b3mEEzaalB0uZlVz4 43Ew== Your message cannot be delivered to the following recipients: Recipient address: @mlxex21.icicibankltd.com:[protected]@icicibank.com Original address: [protected]@icicibank.com Reason: Rejected by filter processing oversized email 1 [protected]@icicibank.com [protected]@gmail.com Originalrecipient: rfc822;[protected]@icicibank.com Finalrecipient: rfc822;@mlxex21.icicibankltd.com:[protected]@icicibank.com Action: failed Status: 5.0.0 (Rejected by filter processing) noname 4K Sharadrao sharadrao 11 August 2015 at 10:52 To: [protected]@icicibank.com Forwarded message From: Sharadrao sharadrao Date: 11 August 2015 at 10:45 Subject: Re: 'ICICICARE=[protected]' To: Head Service Quality [Quoted text hidden] Regards, Sharad Pingale 4 attachments 8/17/2015 Gmail RE:' ICICICARE=[protected]' https://mail.google.com/mail/u/0/?ui=2&ik=5509e35aba&view=pt&search=sent&th=14f036fcdb7e8a61&siml=1...⇄ 7/11 IMG_20150810_105118.jpg 645K IMG_20150810_105047.jpg 741K IMG_20150810_104953.jpg 638K IMG_20150810_104949.jpg 432K Internet Mail Delivery 11 August 2015 at 10:53 To: [protected]@gmail.com This report relates to a message you sent with the following header fields: Messageid: Date: Tue, 11 Aug 2015 10:52:30 +0530 From: Sharadrao sharadrao To: [protected]@icicibank.com Subject: Fwd: 'ICICICARE=[protected]' AuthenticationResults: symauth.service.identifier; spf=pass; senderid=pass DKIMSignature: v=1; a=rsasha256; c=relaxed/relaxed; d=gmail.com; s=20120113; h=mimeversion: inreplyto: references:from:date:messageid: subject:to :contenttype; bh=CZC82x/LpKjM6OZ0zmHyjqhlaJ3/Z1cfJmDejZL/qf0=; b=KJ57FU6dccW0Yg9FXwjpS/PH1AUUJDUlkaV6wpVd3m08B4fxnAw7cImzPoYZXKS1mu 8/17/2015 Gmail RE:' ICICICARE=[protected]' https://mail.google.com/mail/u/0/?ui=2&ik=5509e35aba&view=pt&search=sent&th=14f036fcdb7e8a61&siml=1...⇄ 8/11 bPkR028kq6/P2K33GO8MTiO7VqLRuX8hZ4UsCEa21MESZOJwmoJIsHulXWW9pDDPcXtc YcCRX3CpnGLsbJK5vrVEv3cbnfesFyWijfYS1Ma7TT8ZUWI6gxWM9SzRfvNW4Sxn89+i iXmx0fheaes2ZWIU+XrddJADJJaHR157yuXTlDPJagAo0YqPGRva3KhwgCemWW9STQdn beh6iCspIu1FG8JOSIZQ7AGhnXDeV+/VKSkhRERznpMptWbGnw13tbIG0l5bKyTNz28z P/3g== [Quoted text hidden] Originalrecipient: rfc822;[protected]@icicibank.com Finalrecipient: rfc822;@mlxex21.icicibankltd.com:[protected]@icicibank.com Action: failed Status: 5.0.0 (Rejected by filter processing) noname 4K Sharadrao sharadrao 11 August 2015 at 12:48 To: Head Service Quality Dear SIR/ Madam, Thanks for your late so called rapid reply after 3 days of the complaint. Infact I decided not to REPLY again to the mail considering the quality of service that ICICI is providing to its customer.I now totally lost the trust on the service that ICICI bank provides to the customer. The current status is as under (Continue from previous my mail) . on Friday, 07, 2015 afternoon I got the call on my mobile in the office, from the ICICI bank to collect the card from the Branch (Branch, which is out side the Infosys building). I said I will. after the weekly off I went to the branch. on Monday, 10, 2015 morning 10.40hrs. I have been told that card is received pl. sign in register, I do so & they hand over me the ICICI courier. I saw that courier was tampered at one side, such that some one can easily check the content inside. I brought this to the notice to the staff member, the staff laughed & said yes I know. I SURPRISED, asked question to my self, Am I really SECURED in ICICI? I said I want to talk to branch manager, she guided me to contact the operation manager, after explaining the case she told me, There is no harm in taking this even that is partially opened. After my strong refusal she said that I will note down the case & raise a request to issue other card, and it will take seven working days. So funny right, I made first request on 27.07.2015 for debit card and still I have to actually wait next 7 working days. good quality & prompt service. Tell me what is my fault in the whole scenario?...I think, I am the customer of ICICI bank, that is my fault. I have attached the image of tampered courier. Thank you for your so called Quality & Prompt service, Sharad Pingale (M) +91 [protected] Note:Since the image file send to your address are shown as mail failure, hence attaching the PDF document as a proof. [Quoted text hidden] Originalrecipient: rfc822;[protected]@icicibank.com Finalrecipient: rfc822;@mlxex21.icicibankltd.com:[protected]@icicibank.com Action: failed Status: 5.0.0 (Rejected by filter processing) 8/17/2015 Gmail RE:' ICICICARE=[protected]' https://mail.google.com/mail/u/0/?ui=2&ik=5509e35aba&view=pt&search=sent&th=14f036fcdb7e8a61&siml=1...⇄ 9/11 Regards, Sharad Pingale Tempered Parcel of ICICI Bank hand over to ICICI customer by ICICI staff.pdf 336K Head Service Quality 12 August 2015 at 17:29 To: Sharadrao sharadrao Dear Sir, We refer to your appended email of August 11, 2015 addressed to Head Service Quality, which has been forwarded to the undersigned for due analysis and redressal. We sincerely regret the inconvenience caused to you. we have initiated a new request for delivering the card at Bangalore, Electronic City branch. We will confirm the status once the card received at the branch. We will revert to you by August 14, 2015. We look forward to your cooperation in the interim. Sincerely, Satya Matta Office of Head Service Quality CONFIDENTIALITY INFORMATION AND DISCLAIMER "This email message may contain confidential, proprietary or legally privileged information. It should not be accessed by anyone who is not the original intended recipient. If you have erroneously received this message, please delete it immediately and notify the sender.You will appreciate that email transmission cannot be guaranteed to be secure or errorfree as its contents are susceptible to loss, damage, interception, destruction, etc. Before opening any attachments please check them for viruses and defects.The notice appended to the emails is not intended to prejudice the interests of our customers in any manner or to evade responsibility for any act done with the endorsement of ICICI Bank." . Original MessageFrom: Sharadrao sharadrao ([protected]@gmail.com) Date: Tuesday, August 11, 2015 10:53 AM To: [protected]@icicibank.com ([protected]@icicibank.com) Subject: Fwd: Forwarded message From: Sharadrao sharadrao Date: 11 August 2015 at 10:45 Subject: Re: 'ICICICARE=[protected]' 8/17/2015 Gmail RE:' ICICICARE=[protected]' https://mail.google.com/mail/u/0/?ui=2&ik=5509e35aba&view=pt&search=sent&th=14f036fcdb7e8a61&siml=1...⇄ 10/11 To: Head Service Quality Dear Madam, Thanks for your late so called rapid reply after 3 days of the complaint. Infact I decided not to REPLY again to the mail considering the quality of service that ICICI is providing to its customer..I now totally lost the trust on the service that ICICI bank provides to the customer. The current status is as under (Continue from previous my mail) . on Friday, 07, 2015 afternoon I got the call on my mobile in the office, from the ICICI bank to collect the card from the Branch (Branch, which is out side the Infosys building). I said I will. after the weekly off I went to the branch. on Monday, 10, 2015 morning 10.40hrs. I have been told that card is received pl. sign in register, I do so & they hand over me the ICICI courier. I saw that courier was tampered at one side, such that some one can easily check the content inside. I brought this to the notice to the staff member, the staff laughed & said yes I know. I SURPRISED, asked question to my self, Am I really SECURED in ICICI? I said I want to talk to branch manager, she guided me to contact the operation manager, after explaining the case she told me, There is no harm in taking this even that is partially opened. After my strong refusal she said that I will note down the case & raise a request to issue other card, and it will take seven working days. So funny right, I made first request on 27.07.2015 for debit card and still I have to actually wait next 7 working days. good quality & prompt service. Tell me what is my fault in the whole scenario?...I think, I am the customer of ICICI bank, that is my fault. I have attached the image of tampered courier. Thank you for your so called Quality & Prompt service, Sharad Pingale (M) +91 [protected] [Quoted text hidden] Regards, Sharad Pingale Head Service Quality 14 August 2015 at 16:35 To: Sharadrao sharadrao Dear Sir, We refer to your appended email of August 11, 2015 addressed to Head Service Quality, which has been forwarded to the undersigned for due analysis and redressal. We would like to inform you that we have issued a new debit card and currently it is in transit. Once the card is received at Electronic City branch, we will update the status. We look forward to your cooperation. Sincerely, 8/17/2015 Gmail RE:' ICICICARE=[protected]' https://mail.google.com/mail/u/0/?ui=2&ik=5509e35aba&view=pt&search=sent&th=14f036fcdb7e8a61&siml=1...⇄ 11/11