ICICI Bank Complaints & Reviews

Hi Sir,

I have one ICICI Bank Account at Gurgaon with number[protected]. There was around 27000 balance as of today at 4 PM. Suddently I have seen an amount of 26,478/- is debited against one credit card number [protected], which credit has not been received by me till date and I am not owning such a credit card.

When I called the customer care they are simply telling so many numbers to call but no number is picking up.

I request you to immediately intervene in the matter and do the needful to get the amount of Rs.26,478/- credited to my account back immediately.

Yours sincerely
Navaneethan K V
+91 [protected]

Ref : ICICI/Mail/02/07 M. GANESHAN,
S.B. A/C No.:[protected]
6/32, Rajaji Nagar 5th Street,
Villivakam,
Chennai - 600049
Ph: +[protected]

To

Mr. Asif Mohammed,
Acount Manager,
ICICI Bank Limited.

Sub : ECS Mandate - Certified Copy requested - Reg.
Ref : 1. Branch Id : 6036
2. Acount ID :[protected]
3. Ref. No :TP India Bulls [protected]
4. ECS Amt : 21,471/-
5. My mail to you on this Subject on 20.11.2007 with Ref No. :[protected] Others
6. Your Reply mail dated on 21.11.2007

In furtherance to my earlier mail, I hereby make the following request in respect of ECS Mandate.

In my first mail, I have only requested the copy of ECS Mandate being submitted by M/S India Bulls Limited for the above cited ECS Clearance.

However, you have advised me to obtain fresh ECS Mandate thru M/S India Bulls Limited for the ECS Clearance of Rs. 21,471/- with due date on 3rd of every month.

As you aware, from the history of my above cited Savings Bank Account, an amount of Rs.21,471/- has already been cleared from my Savings Account thru ECS on 03.11.2007.

I, only requested you to provide the ceartified copy of ECS Mandate for the above clearance.
Since, the ECS Clearance for the EMI of Rs.21,471/- has been already began, there is no need of submitting fresh ECS Mandate.

I hope that you will appreciate my stand in this regard and will comply with my request for copy of ECS mandate.

Thanking you and awaiting your kind response to my request

Yours Sincerly,

M. GANESHAN

I am a serving Army officer presently posted at College of Military Engineering, Pune and shifted to Pune in June, 07 from Bangalore. I have been subject of a fraud at the hands of ICICI bank. I hold an account with ICICI Bank at Hissar (Haryana Branch) as I was posted at Hissar from Jan 2002 to May 2004. I have never been to Hissar since May 2004 as I was transferred to Bangalore from Hissar, and then in 2007 (after three years) got posted to Pune. I was operating this account for primarily paying bills through cheques and online internet bill payments etc.

I hold an ATM card of the bank with me which is valid for another decade or so. Now ICICI informs me that a new Grid based card has been issued to me which could not be delivered to you as I stay in Army Colony and couriers are not allowed inside.

I informed them to send the ATM card to any ICICI Bank and I would collect the same from the given address. Then ICICI informs that the ATM card has been sent back to parent branch in Hissar and I collect it from them. So I informed them that I am located at Pune, please send the card in Pune. Now ICICI says that the card has been destroyed. So I was satisfied.

But on 29th October 2007, I find that two withdrawls of Rs 2522/- and 22522/- have taken place from my account. I ask ICICI about it and I am informed that these are ATM withdrwal from a non-ICICI bank. I ask them to refund the money as I have not authorised the withdrawls. They said that they will revert with fraud investigation after 34 days and registered a complaint SR 43001554 and now they say that money will not be refunded. I have lodged an FIR with Bhosari, Police Station, Pune with inward number 9524/2007 dated 30 Oct 2007.

I am sitting in Pune and money has been withdrawn from Hissar AXIS bank ATM (as per information of ICICI bank). The ATM card issued without my authorisation and then not delivered to me. And then money withdrawl from Hissar where the ATM card was finally lodged and allegedly destroyed by ICICI. All point to a major security breach at ICICI and they are not responding to any of my queries. I tried talking to the bank but I got a reply that speak to customer care. And customer care is just repeating one fact that the card has been destroyed and there is no other card.

I am attaching all the transcripts of the emails (after my mobile numbers) that I have transacted with ICICI on their Infinity banking site.

I have all the details with me in hard copy too and also the FIR copy with police station. I am located in Pune and would be willing to hand over documents if you so desire.

When someone defaults on payments to ICICI, he gets beaten up or even killed and here a customer has suffered loss at the hands of ICICI and can not do anything about it. All he gets is a two liner reply. Please help me in getting my money back from ICICI.

I have already wasted a lot of time and effort in filing an FIR and then talking to ICICI customer care and even visiting their branches but to no avail. I hope something can be done. It is really frustrating dealing with ICICI bank. I have become quite paranoid about money, and it has just destroyed my mental peace and affecting my health too. Also I have wasted a lot of time in sending emails, going to the ICICI bank, police station for filing the complaint and also talking to ICICI customer care which put you in a loop. Please help me.

Best regards

Sanjay Mohan
Lt Col
Senior Instructor
FNBCP, College of Military Engineering
Dapodi, Pune 411031
Mob: [protected]
Mob: [protected]

Below you will find all the emails that happened with ICICI and me on their Infinity Online Banking site:
-----Original Message-----

Branch Id : 0172 Account Id :[protected]
ICICI

Why have you withdrawn Rs 2522 and Rs 22522 from my account? Who has authorised you to withdraw money from my account like this??

Also my new grid based card has never been delivered to me at all. Please look into it and I want my money back into my account.

Sanjay Mohan


-----Reply Separator-------Dear Mr. Mohan,

We understand that you have al;ready placed a complaint through our 24 hour Customer Care under the Service Request SR42935673. We will write back to you within 1 working day with the status.

Sincerely,

Sanjay Giri
Account Manager
ICICI Bank Limited

-----Original Message-----

Dear ICICI

It is really sad that a bank of your repute has some bad hats. I have suffered a huge monitary loss for no fault of mine. I have my debit card with me and have never disclosed the pin. Actually I have hardly ever used it for withdrawl of moneys from ATM. This was used for Internet transaction authorisation both in Bangalore and here in Pune for payment of Bills or otherwise.

I am not able to fathom the amount of security leaks at your Hissar Branch, that all the details have been revealed and also a debit card either the one that you said in your mails that has been destroyed was never actually destroyed. I would like to know whether you actually destroy a card or just erase its contents, what is the surety that the contents were erased???

And if you physically destroy the card, what if it is not destroyed and lands in someone else's hands who happens to be an insider and knows all the details like PIN etc. from the main server or database.

I want all these questions answered. It is my hard earned money which has gone in minutes.

The fraudulent transaction has taken place at Hissar, EXIM bank. And my account is with Hissar ICICI bank. Naturally someone insider has done this job. Can we really trust you with our money in this way? I am at Pune and transaction takes place at Hissar....

I have been a regular customer of ICICI bank, both debit and credit card but I never thought that I can be duped of my hard earned money like this. Also I have never defaulted on any payment schedule. I am a customer of ICICIdirect too for a long time, 2001-02. I thought that you value relationship but I am disappointed.

I was given to understand that I will get a resolution in a day but I had to ring up the customer care and again go through the full rigmarole of explaining to a plethora of customer care executives to reach the manager for an answer of EXIM bank and no resolution of complaint. It is a fault of your system, I have my card with me, someone has done the fraud at the location of the bank. Had it happened in Kerala, then it would have been different. But it happened in Hissar , even a kid would put two and two together and say that there is somthing seriously amiss in your Hissar Branch.

I have lodged a complaint with Bhosari Police Station, Pune for unauthorised transaction in my account. I have also contacted the Cyber Crime Cell for advise and if required I shall not hesitate to go to consumer court for redressal of complaint. You are custodians of our money and also the data. If I am in possession of my ATM card how could someone get a duplicate of it??? It is a serious lapse. I had heard that such things used to happen in the West that Debit cards are cloned but never thought that happening in India and that too Hissar. Or it is the Grid Card falling in wrong hands???

I want resolution of the complaint at a quicker pace. So I would request you to act in an appropriate manner.

Sanjay Mohan

-----Reply Separator-------

Dear Mr. Mohan,

We understand that you have called our 24-hour Customer Care and registered your complaint vide Service Request SR43001554. Your complaint is forwarded to our investigation team for further investigation.

Looking forward to your co-operation.

Sincerely,

Sultan
Accounts Manager
ICICI Bank Limited

"ICICI Bank introduces 9.5% interest p.a. on a 890 day Fixed Deposit. SMS FD <NAME> to 676766, Eg. FD JAY"


-----Original Message-----

Dear Mr. Sultan

I am ready and awaiting the response from your investigating team. I am all out to help you in whatever you deem fit. It is a serious security issue and I would be most happy to assist you in finding the loopholes in the system. This will go a long way in arressting future frauds of this nature.

Awaiting eagerly for your investigative team's call.

Sanjay

-----Reply Separator-------

Dear Mr. Mohan,

We understand your concern.

Our investigation team is looking into your complaint raised.

We request you to wait for the revert from the department concerned.

Looking forward to your co-operation.

Sincerely,

Sultan
Accounts Manager
ICICI Bank Limited

"ICICI Bank introduces 9% interest p.a. on a 890 day Fixed Deposit. SMS FD <NAME> to 5676766, Eg. FD JAY"

-----Original Message-----
Hello Mr Sultan

I am awaiting the findings from your investigating deptt. At least you can let me know some interim findings.

Sanjay Mohan

-----Reply Separator-------

Dear Mr. Mohan,

Kindly note that your complaint is in process and our investigation team will contact you if required regarding the status of the complaint.

Looking forward to your co-operation.

Sincerely,

Phani Kiran. K
Account Manager
ICICI Bank Limited

-----Original Message-----

Subject: RE: Others

ICICI

The investigating team member had come to me and taken the required documents about 15 days back. I am still waiting for any feedback on the fraud investigation. I hope you are investigating.

Also let me know, how much more time you require for completing the proceedings.

I need my money for some important occasion, so request you to do the process a little faster as it is already about one full month from the incident.

Sanjay Mohan.

-----Reply Separator-------

Dear Mr. Mohan,

We will be unable to provide the photo Clippings of the transactions, as these transactions are done at Non ICICI Bank ATM.

The ATM cash withdrawals are PIN based transactions and we will be unable to reverse the amount.

Sincerely,

Mohammed Taqui
Account Manager
ICICI Bank Limited

-----Original Message-----

Subject: RE: Others

These are pin based transactions but you need an ATM card first. The card is with me at Pune and the transaction happened in Hissar, I ask you how??

I am filing a complaint in Consumer Court and I will go to all length to get my money back with interest and harrament to me. You are talking about PIN but what about the card? How a card has been generated which has been used in Hissar tell me that.

Now I say when a fake card can be generated then the same hacker can always get the pin too, there is serious security lapse at your end and you must be blamed for this.

I will sue you for all the mental harrasment that you have given me.

And also I want all the details of the transaction, you have not provided me that.

Sanjay


-----Reply Separator-------

Dear Mr. Mohan,

We are looking into your concerns. We understand that we will need few more days to revert to you.
We will reply to you with the status at the earliest.

Sincerely,

Mohammed Taqui
Account Manager
ICICI Bank Limited

-----Original Message-----

Subject: RE: Others

ICICI

Further to my communication on ATM transaction I would like to add the following points:-

Your response is just great, a two liner stating that photos of the person who has fraudulently withdrawn money are not available thus money can not be refunded. You, who profess customer relations, did not even bother to go into details that the customer is a reputed Army Officer with absolute clean track record of a more than five years of banking with you. If this is what you do to your trusted customer, I really can not fathom your response to general public. I had thought that you would go all the way to find how it happened but you have just done a lip service, probably your bank has become large and unwieldy, kind of going out of control.

I also thought that you would initiate an inquiry and try to find the security breach but your operators are stating that there is no duplicate card. I had stated earlier that the card is held with me in my person and while I am in Pune the money has been withdrawn from an AXIS Bank ATM in Hissar. On the day of the transaction 29 Oct, 07, I had requested your ICICI Customer manager that I am willing to show the card to any bank in Pune, as I am stationed in Pune, but I was told that we believe you. And now, you say that that the card is unique and can not be duplicated.

I state that the breach is at your bank and it is major security breach. I also state that I have trusted the money with you, I have trusted my details with you and you have compromised the details for this fraudulent transaction.

True the PIN is with me but it has to be in your system too, otherwise how would one log into IVR by PIN and ATM card number. Now for an ATM transaction, both are required that is the card and also the PIN. If the fake card has been generated after obtaining my details from your bank, then why not the PIN. But the Card is unique as told to me by your operators, then major security breach is from your bank that someone has stolen my account details and generated a fake card. And the reason that the card has been used in Hissar also points in the same direction.

Another small but very important issue, what is more serious security breach the DUPLICATE ATM CARD or PIN???? A hardware has been generated and used. I am not aware but it would require my account details and certain security features to access my account, how these details have been obtained by the fraudster??? The finger points to your Hissar bank. Now if he can obtain such classified details and also the security features of the card, is PIN a difficult job for him??? I hope you understand.

Also why have you generated the GRID Based Card without my request?? When the present card is valid till 2016, what was the need to generate another card?? There are many questions which I would like you to answer.

But first you must recognise this as a major security breach and initiate measures to avoid further frauds of this nature. Second I would like you to initiate enquiry at the highest level of your fraud control division and refund my hard earned money. Always remember, the justice is gradual. I can approach Sessions Court, then High Court and then Supreme Court. Just a tinpot enquiry can not say that the money shall not be refunded. You have more liability in protecting my money. You must institute measures for safe banking.

Now if passive investigation has not been successful then do pro-active investigation. You enable my card and then keep the same in a vault in any ICICI bank, under lock and key. The individual would again try to use the dupliacte card and my point that there is a duplicate card and a mojor security lapse would be proved. But then you should be willing to accept that such a thing is possible. Now for no fault of mine I have lost a sizeable sum of 25044/-.

Another small observation, if I have to withdraw 25000/- why would I withdraw in two installments, I am a netbanking customer with a number of net transactions, would I not be aware of the balance in my account and why would I waste Rs 22/- in the second transaction.

If you look at the withdrawl pattern, the person has withdrawn Rs. 2522/- first and then 22522/- after checking the balance and he has been in the ATM for more than eight minutes. If you can not find the identity of the person from AXIS bank why have you tied up with them for ATM withdrawl?? You should have ensured compatible service standards before allowing such a tieup.

I would like the enquiry to be escalated to the highest level and also would want a direct telephone number of the person incharge. I would also want the telephone number of your IT manager. I have wasted a lot of money in telephone calls to your operators and explaining all the details time and time again. It is really taking a toll on my health, it is raising my blood pressure and causing mental agony to me. The frustration in getting to the right person aggravates my condition of high blood pressure. This is the service of ICICI bank, this is your committment. You make a person fall into a loop to avoid liabilities.

I would request an elaborate investigation of the incident with detailed report on all facets.

Sanjay Mohan.

-----Reply Separator-------

Dear Mr. Mohan,

We understand your concerns, however as the ATM cash withdrawal is a PIN Based transaction. We will be unable to reverse the amount.

We regret the inconvenience caused.
Sincerely,

Mohammed Taqui
Account Manager
ICICI Bank Limited

This is waht I have written to Cutomer.[protected]@icicibank.com and Banking Ombdusman - Mubai on e-mail address [protected]@rbi.org.in which is self explnatory. Could anyone suggest better way, please ?
Dear Customer Care Manager - ICICI bank,

Just want to report another set of excesses , deception and un professional treatment enforced by your 2 worthy credit recovery officers from Delhi unit i.e. Mr. Siddhant ( Mob No [protected]) and Mr. Shailendra Sharma ( Mob No [protected]).

1. Your notice dated 22nd November'07 received by me at residential address on 26th November'07.
2. I immediately contacted Mr Siddhant and explained my side. Like many in your bank , he had no clue as what I was trying to say. So I sent him one track of follow up, well documented in my file sent to you in earlier mail.
3. On 27th he understood and on phone offered me settlement of Rs.36,000/-. I disagreed and conveyed my calculation of Rs. 21,000/-. He promptly refused. He said he has limitations under jurisdiction in which he is operating.
4. Hence, I requested for his immediate superior's number. He gave me mobile no of Mr Shailendra Sharma.
5. Mr. Shailendra Sharma was very sympathetic on phone and said he has written to ICICI Mumbai H.O. and by 28th morning 10.45 am , he will call me to convey final settlement offer.
6. To my shock and surprise on 28th morning I received sms alert at 12.56 noon that Rs. 47,875.62 are debited to my salary account in Pune no[protected].
7. After that when I called Mr Shailendra Sharma, he flatly refused of any promise or any thing to do with this matter. He said he is not aware of any details of my case and when I posed that question to Mr Siddhant, he casually replied as why he should inform his boss when he has not asked and to speak with him was my choice!!! On my insistence , he took Mr Siddhant in conference call and result was that he requested Mr Siddhant to re look in my case and try the best possible. Mr Siddhant refused that he ever made any offer for Rs 36,000/- as settlement and what he had spoken was for Rs. 42,000/-!
8. Both of them could not explain that in the midst of discussions they have taken extreme step of again wiping out entire bank balance without even courtesy of telling me or even informing by simple sms?
8. From 29th November'07, since the "target of credit recovery" is met at expense of customer like me or utter carelessness or scant respect to customer need and feelings or combination of all , Mr Siddhant is refusing to speak with me. Instead he sent an sms that he is busy and will call back within 10 minutes. That was today afternoon. Still those 10 minutes are not over... I have tried 20-30 times but Mr Siddhant is refusing to pick up or even have not shown any courtesy of informing as when he would be able to call back.

Look at my behavior , which is only reflected in actions, as follows :
a. Pro active follow up
b. record of written communication
c. from the word go, I have declared my willingness to pay and indeed have paid all amounts interim as per advise of credit officer's request hoping that I will get some facility to wipe out these dues.
d. in the episode from 26th till date I have made not less than 30 -40 calls and sms's ; compare this with your responsible officer's behaviour - ask them how many times they have called me ?

Now, look at ICICI bank's behaviour :

a. I have not received any statement beyond April, 2005. If credit recovery notice could be sent by your bank then why not statements, please ?
b. At least for final settlement, along with notice, you could have sent a detailed statement. Have you done that ?
c. Ms. Sarika Sharma and ICICI bank Gurgaon Account Manager are on records that a team of senior officials is looking in the case and revert - Could you please show any correspondence to that effect, please ?
d. Mr Siddhant and Mr Shailendra Sharma were not aware of any case details - I had to feed them all by mail. Is this your professionalism when these two supposedly responsible officers were not knowing what the organization's left arm is doing?
e. Just go on unauthorized debiting customer's account for than 5 times!!!!

So my conclusion is that responsible officer's are encouraged to take such short cuts; no one is there to question them accountability of their actions as long as they meet monthly targets ; scant respect for customer feelings or feedback and to say finally -
HUM HAIN NA - TO RIP APART DEAR CUSTOMR YOUR REPUTATION, NAME AND BANK BALANCE TO MEET OUR TARGETS

Will I get justice, please ?


Best regards,
G.S. Manakikar

December 01,2007

i am a icici bank credit card holder.the card number is 4477********8004.the bank is paying somebody else's NDPL electricity bill for the last few months without my knowledge.and i am being asked to pay for that sum of money.when i tried to reach the bank through the coustmer care they said,the server is down so your request cannot be processed.then i tried again and they gave me a similar excuse.when i didnt pay that extra bill they are charging late fees and other such fees aswell.there is no chance that the bank is paying my home's electrcity bill because i myself pay it through cash or cheque and i have all the receipts to prove my point.when i tried reaching the bank through the coustmer care they again and again said that the server is down and we cannot register this complaint of yours.this reason has already caused me unnecessary haressment already so i want the bank to pay the due attention to my problem immediately otherwise i will be left with the only alternative to move to court.i want the bank to reach me as soon as this complaint reaches them.please note that since the time i tried rechin the coustmer care my phones after that has not been answered.a man named Mr.Ram is whom i talked to who said this sort of a complaint cannot be registered.i am not going to pay any late fees or any such dues regarding this.

i dont think merely discussing on the forum or sending email to icici customer care would solve the problem,every customer whenever face should register their complain with banking ombudsman in india core dot nic dot in is the site u can search on google by typing banking ombudsman in india. and take a legal course to solve this issue anyone reading this message is requested to spread this msg as much as possible as there are laws for everything and registering complain online is hassle free too .

I have taken home loan from ICICI. After registration they took the IGR copy (i.e. receipt for getting deed) from builder. The IGR is sole proof of registration of property and that needs to be submitted to get the Conveyance deed from the Registration office. They took that saying that they will withdraw the deed and will keep in their custody as per process. However I have now come to know they don't have IGR nor the Deed. So I can't get the property documents. Such a huge blunder and irresponsibility from such an institution is unimaginable. Also they are not cooperating at all and denying that they have lost it.

we close the saving account of icici due to the deduction they deduct from saving account without our permission. they send addtion card without our concent and deduct money. once my huband use credit card by mistake and withdraw money. we cant remember how much money deducted and why from our account. as we close the account we never got any statement or call that we have to pay any thing. after more then two years we come to know that icici register a criminal case along with fraud case. we cant even sleep and dont know how much amount they show in this fir. icici ki es cheating se ek aam insaan to sharm se hi mar jayega. ek sharif ensaan court ke nam se hi darta he. anybody please suggest us what we have to do>

There is a harrasement for ICICI collection department, Bombay from the phne numbers given as below,
[protected], [protected], [protected] atleast 15 times during the Diwali festiwal and aafter that your installment of Home loan has to be piad even though I have paid the amount 6473 /- on 1st november 2007.
There must be some rules for ICICI to collect the insatllements .They can not ask at any time at any place? Is there any compansasion for it?

I hold a credit card.Wish to apply for a new PIN.Please send me the application.Or guide me how to apply

Dear Sir,

I have a ICICI Credit Card bearing number: [protected].
This card was on my address in New Delhi, Since I have shifted out of Delhi - I have given repeated request for Change of address and contact number, thereafter I had also raise a request at Customer care for e-mail statement around Oct 2006, since then I did not get any statement on my changed address or any intimation on new phone number or my email. Recently I contacted customer care again to make payments and re-activate my card, to my surprise thay have added multiple late fee and other charges and the final payment due had become 18000/- odd. After this I sent mails to customer care and other grievience boards and also called customer care and collections department in Hyderabad for discussing my problem and closing this issue. I have made repeated efforts to communicate with ICICI Bank Credit Card division, ICICI Bank itself and ICICI Bank Credit Card Collections, but there is no response from them. Recently I received one more email statement and the amount stands to 21000/- odd.

This is ridiculous and a real harrassment, I have repeatedly been trying to settle this for once, on my last call to collections department I had told them that I am not looking for any kind of settlement, but would like to pay the whole amount so that my card gets activated, inspite of showing such co-operation to the bank because of my 8yrs relations with ICICI bank, ICICI prudential and ICICI credit Card, I regret today that I am being harassed and the concerned people are trying to add more and more to my payment due but not closing the card, because I guess they understand that I am willing to pay. This is my last request to all the concerned people in ICICI to help me with my problem and find me a solution, else I would like to withdraw all my relationship with ICICI, including my salary account as my trust in ICICI is being repeatedly stabbed.

Thanks & regards
Prem Sanker Satpathy

For - ICICI Bank Statement.

We have received statements till May 2007 Please let me know the Statement from June 2007 to November 2007.

Acount No. LTBNG[protected]

Contact No. [protected]

Plz Reply me as soon possible