[Resolved]  Home Loan — Kind attn: CEO, ICICI Bank about Non performance and misbehaviour of the Aurangabad Branch of ICICI Bank

Myself and my husband have a joint home loan account from 2004 with ICICI bank.Since the rate of interest gone high, we have approached to the Aurangabad Branch of ICICI (Maharashtra) on 25th September,2009 for change of rate of interest. Before that on 24th September,2009 I called up the branch and I was told to dial 19 numbers of the bank to get the home loan section. It was very painful for me to dial 19 numbers and that too several times. No one picked up the phone. After 20 minutes of trial and error the Branch Manager picked up the phone and took my request. My request was to know about the documents to carry for the above work. After about half an hour, some one Mr. Manoj called me and told for such work we need to carry only the cheque book and the statement which we get regarding the home loan.
But on 25th we went with all required documents.We were told to contact Ms. Sulakshana. She didn't get our point. We gave reference of one of our friend, who has done the same thing from Nashik branch.We gave his new and old home loan account number. She checked and accepted. Before that she told us to make FD of Rs 40,000 per year for change of rate of interest of home loan.
We denied, still she took us to a person who is responsible for the FD to inform us about the benefit of the FD.We denied again to do the FD. The person (FD incharge) got very angry and told Ms. Sulakshana not to disturb him again with customers like us.
After all the above episode(it took 1 complete hour) we were directed to Mr. Minaj Jamadar, Branch Sales Manager.We again told him our story and give the proof of our friend's case. He agreed to do our work and side by side he told that he is not responsible for such case, but since we were already harassed by the bank persons downstairs, he, out of sympathy started doing the favour.
We entered into the bank at 10.30am and came out at 1.30pm. after completing all the formalities. We didn't submit any cheques. Mr. Minaj told us that it would take only five days, as there was holidays due to Saturday, Sunday and dussera(28th October,2009).They have not given any document to us as a proof of submission of documents.I came to know later from Customer Care that our file was put up on 4th October,2009
We waited and called him several times, but our work was not done till 7th October,2009.
He called us on 8th October,2009 and told our proposal got sanctioned and we can come to bank. I asked when to come" He was very confused to give me reply. He said his office would call us. We waited till 10th afternoon. On 10th Oct I called him around 2 pm. After heated conversations he told us to come to branch on 12th oct.My husband went to hand over the cheques and franking charges. The officials were not sure about franking charges also.
Before that Minaj told us to make complain with Customer Care of ICICI, though Customer Care will not do anything.We also informed customer care. Level 1 officer (Ms srinivas) told me that someone has attended our complain, but no one actually. I sent mail to Mr. Abhijit Saha. His office told that they would solve the matter by Oct 17,2009. Level 4 officers also told me to solve the matter by Oct 21,2009. But later on they all extended the dates.
My husband called Mr Sujoy(from ICICI Lombard, who was assisting Mr. Minaj) on 15th October,2009 to know whether the franking was done or not. Sujoy told that it was done and remaining money was with him and we can collect that on that day or next day. I went to collect money and other documents alongwith some receipts which sujoy told us that he would handover to us. I met Minaj who didn't about it. He called Sujoy and talked to him, they asked whether I could come in the evening as Sujoy was out of branch.MInaj gave a document as a proof of franking.I asked him when I NOC of old home loan account will come? He said "there will be no NOC. Why NOC is required?"But level 2 officer told me that I would get the NOC, old cheques/their cancelletion report. I asked him what are the documents we will get? Whether we will get the documents in the bank or at our home. He said he doesn't know about it as he is a Home Finance person and our loan is with bank and also several times he uttered that he is doing favour to us.
Meanwhile I called up Sujoy to know when he is coming, whether I will wait for him or not. He said he didn't tell my husband to come any time. He told to come at @ 4-4.30 pm. I asked him "which husband will make his wife standing in the bank?" He got very arrogant. He told me that he is helping Minaj, and doing favor to us. We have not begged to anyone to give us favor. We are paying for each and every case.He also told me to make complaint to any one and"koi uska kuchh nehi bigaar sakta".
So far, till 22nd October, 2009 we do not have any document related to the new home loan account, we do not know the number of new home loan account. Our old home loan account is not closed.
Bank has sent a letter addressed to us, but sent in the bank. Somehow we managed to get a photocopy.
I want to know, is this the working procedure of the So Called largest Bank, ICICI? Here no officer has the clear idea about anything. Staffs are not behaving properly.