[Resolved]  ICICI — Misguidance by ICICI

Address:

Pune, Maharashtra

Misguidance and unprofessional attitude by ICICI (branch, call centre and Service Department). I wanted a 40 USD demand draft (DD) for official purpose. Following are the events: 1. Visited Pimpri branch and was asked to visit BUND GARDEN branch (absolutely fine) 2. Visited CHINCHWAD branch and was asked to visit BUND GARDEN branch 3. As instructed, I decided to visit BUND GARDEN branch (16 km from CHINCHWAD). I was also in contact with the customer care department (CCD) to know the process. The CCD had no information of the process. So got the BUND GARDEN branch number [protected] and called almost 10 times to confirm the documents before visiting, but no response. 4. Visited BUND GARDEN branch with whatever documents I had on working day. The bank employee said they don't have the DD inventory and I should have called them. I dialed [protected] "7 times" in the branch and still no response. On top of that when I asked why the employee was not responding I was forced into an argument stating that the number is just for internal purpose and so it will not be answered. If the number was just for internal purpose why was it given to me by the CCD? And when the phone is ringing multiple times there must be something important. Imagine if Police department wanted to contact for some issue what would have happened? 5. Later BUND GARDEN branch says that there was no need for me to visit the branch as the DD can be issued at CHINCHWAD branch. Gave me a number of CHINCHWAD branch and I went to office (25 km) without the DD. If the DD could have been issued at CHINCHWAD why did the CHINCHWAD branch send me to BUND GARDEN branch? This whole journey of 41 km was on working day. I demanded Rs.15000 as compensation (but later ignored it considering it as an exception as such things happen in day to day life). 6. Escalated this issue with CCD and visited CHINCHWAD branch on working day and confirmed the documents at branch provided by CCD. I was told the documents are ok (Employee-1) and I can get DD. 7. Visited the CHINCHWAD branch on Saturday with the documents confirmed by CCD and Employee-1. Employee-2 says that the documents are not enough. CA form is mandatory. There was no mention of this CA form at BUND GARDEN branch or even by CCD who asked me to visit CHINCHWAD branch. When I asked Employee-1 why I was not told about CA form she responded that the rules have changed from this financial year. Within 2-3 weeks of October the financial year changes for ICICI?? So, in the first instance Employee-1 doesn’t give me right information and then consciously lies to me about change in rules when I point out her mistake. Also DD cannot be issued on Saturday. Even this was not communicated to me earlier. So even if I had CA form, the DD processing would not have been done as it was Saturday. 8. Escalated this issue with CCD and then was told the CA form is not needed. 9. So again visited the CHINCHWAD branch and got the DD processed after so much of wastage of time, money and energy all because none of the contact point (branch and customer care) had any idea of the process. 10. This time I demanded Rs.15000 and escalated the issue with SERVICE DEPARTMENT and was assured with false promises stating "Please be assured that your e-mail has been accorded the seriousness that it deserves and we are working on your concern". 11. This false promise of seriousness was given multiple times. I trusted SERVICE DEPARTMENT which later declared that as there was no financial loss and so no compensation. Also, in the reply, ICICI didn’t mention anything about the unprofessional behavior of CHINCHWAD branch and just stated that PIMPRI branch was not meant for International DD and so I was asked to visit BUND GARDEN branch. I had clearly told the CHINCHWAD branch that I will not take my complain back but the reply from HEAD SERVICE DEPARTMENT stated that “we understand that our branch officials had contacted you and addressed all the concerns raised by you”. Also, I was told that we have given you the DD. So no matter how I got my DD it is all fine. With this logic it is ok if I take loan from ICICI for 2 years and just pay the EMI in 20 years as per my convenience it is all ok and then say that bank cannot take action against me as I have paid the EMI. Also, it is fine if I misguide ICICI by giving wrong information and just get away with it stating that my information has not resulted in any financial loss. 12. I demand Rs. 1.50 lakh from ICICI for ignoring their duties, misguiding, cheating and claiming false promises that my concerns were being taken seriously. This case has to be a lesson for this unprofessional bank. This is all because no training was given to employees (to save training money) or if training was given then people with wrong attitude were hired. Now because of all these incidences the ICICI employees must have got the training at the cost of my time, money, energy and most of all the mental torture. What if an old person or service person or any person who doesn’t have a traveling facility or lady would have had an emergency for international DD to be send internationally like hospital or fees or other things which cannot be compensated in terms of money. The service is expected from a bank with guaranteeing the service. This is defiantly a deficiency in services by bank. Today we proudly say that India is changing. Imagine a foreigner going through all this for an international DD. What will be India’s imagine for the world? Will ICICI just get away with all this by declaring that there is no financial loss where in the definition of financial loss is as per their convenience? When we take loan from the bank there are multiple terms and conditions and I am sure the bank must have an agreement with Government by which they are bound to give quality services to the consumers. They bank just cannot earn millions at the cost of consumer’s suffering.