ICICI Bank — Balance deducted mistakenly by icici bank
On 24th of june my friend had deposited 24, 500 inr into my icici bank account and at that night i have sent my friend to withdraw his amount from a non icici bank atm, i, e. Hfdc bank, k. H road branch, bangalore. As a matter o[censored]rgency and the lack of knowledge regarding the atm permissible amount to withdraw, he tried to withdraw 24, 000 at a time, which was a failure transaction and then after understanding his mistake, he tried to withdraw the amount in full figures (10000 inr) and atm machine persistently responded erratic, after several trials (Including around 5 failure transactions) he successfully withdrew 24, 500 inr. As i am waiting for him at my desk i could observe the mail alerts which i am receiving on my official e-mail id, kindly check the altered e-mails screenshot for your reference : http://img826.imageshack.us/img826/3217/cgqs.jpg
If you have looked at the image, you can understand how erratically i have received the alerts, as an regular icici bank customer from 7 years i thought maybe this is some alert errors and ignored the available balance figure in the last alert guessing that if there is some error in my balance maybe it would be alright/or regain to the appropriate figure within 24 hours.
I have checked my balance next day in the icici website and from a non icici bank atm, the balance has gone to -2000 inr rough change, so i have made this complaint sr[protected] and i have clearly explained all the situation to icici customer care for they have promised that the issue would be solved within 7 days, noting my urgency. Now after 7 days even after my repetitive calls to icici customer care nothing happened, the customer care has been telling me "back-end team has been working on your issue" after 7 days i have called back icici customer care again to know the status and reversal of my money, when i got to speak to the customer care, they have told me the transactions occurred in hdfc bank atm was successful and hdfc bank have denied of any error related with the dispense of cash. Then, i had to ask the customer care what would have caused the alerts i have received go fully wrong figures and how does atm machine delivers the amount which is not even there in my account? (When appropriate balance was around 5880 inr hdfc atm had dispensed 8000+ inr?), then the wisest icici customer care raised one more complaint which is escalation complaint sr[protected] and this complaint would make the actions happen within 24 hours, i mean to say they have promised the money reversal within 24 hours.
24 hours have passed and i can see my balance still in subtracted mode, so i have called the greatest icici customer care again to find out what made them to lie about "24 hours" promise, the customer care executive says "sir, it takes 17 more days to reverse your deducted amount", i have literally lost my mind, for the first fact the amount was deducted mistakenly and customer like me are taken for granted when it comes to customer's money not the bank money. My card is blocked and i cannot use my account and the balance which i had been waiting to get reversed since 8 days had not returned after one more call with the customer care, this time the customer care executive says "we have inquired on only one of your 8000 rs transaction, there are two transactions with the same amount, this time i will register the complaint on the other transaction" this time the complaint number is : sr[protected], then my little mind asked myself, "how come they don't check all the transactions occurred on that night??", "how come the hdfc bank cannot check the atm cameras??", i understand there is a huge lack of common sense but this is outrageously stupid among these people when these people are maintaining such big financial corporations, and cannot promise good service to small time customer like me, how can they improve this nation? How can they provide service properly.
My 7 days waiting had been prolonged more 13 days and its as per the bank's wish i have no right to talk a person with my physical presence, who actually deals with this, i don't understand whether there is any value for customer's money or take us for granted like two flying.
Customer like me should wait for his deducted money as long as bank can make him wait it is not bank's problem even if customer is dying with starvation, because small time customers like me are not really a big sweet doughnut to eat for these corporate dimwits, all we have is customer cares and complaint numbers and their statuses but there is no guarantee for money. I have made them several calls, and i have sent them 2 emails (No response the last email) and i have asked them to check the hdfc atm machine cameras, i have asked them reasons for faulty transaction alerts and i have even asked to check the faulty transaction alerts from their side, i have asked them "how does it goes minus balance"?... I do not know when my problem is going to resolved because icici bank gives very poor response to the customers who need help.
Kindly, someone help me or suggest me, because i do not want to lose my hard earned money for any stupid atm machine fault or the lack of hdfc bank, icici bank "vision". I only have a choice to take this issue to consumer court now.
[Sep 13, 2016] ICICI Bank customer support has been notified about the posted complaint.