| Address: Mumbai City, Maharashtra, 400004 |
| Website: www.icicibank.com |
To:
'[protected]@icicibank.com'; '[protected]@icicibank.com'; 'chanda. [protected]@icicibank.com'
'[protected]@icicibank.com'; '[protected]@icicibank.com'; '[protected]@icicibank.com'; '[protected]@consumercomplaints.In'; '[protected]@icicibank.com'
Respected madam,
My wife, mrs. Deepali gupta rathod (Journalist), is a corporate customer of your reputed bank having her salary account since aug 2008 and myself, mr. Deep rathod (Atos india limited), am also a corporate customer of your reputed bank having my salary account since july 2014 and i am using the credit card issued by your bank to me since then. Both our accounts being corporate salary accounts are an asset to your organization giving an annual turnover of almost rs. 25, 00, 000/- to rs. 30, 00, 000/- and above.
My account has been a regular one making timely payments of the usage, from the time of opening in july 2014 up until september 2015, since when the unnecessary charges have been noticed to be levied on the account.
It is shocking to point out that, i have been repeatedly speaking to the customer care of icici bank and collection agents of icici bank since 16th september 2015 and putting up my complaints, time and again but, it is the height of inefficiency of the icici bank that none has responded nor taken any actions to redress my problem and complaint. Many times i have been promised a callback with resolution from some dep manager; which till date i am still awaiting. It is so appauling on the part of the icici bank to prolong this ongoing issue without providing any resolution or redressal and keep on charging me unnecessary and uncalled for interests, charges and taxes and eventually, steal from my child and my family, my blood and sweat stained hard earned living of my family.
This is to bring to your notice, the mental, psychological and verbal torture and harassment, my family and i have been facing from your icici bank officials for the past 10-12 months, asking us to pay an amount overdue on the subjected credit card account, which as a matter of fact i was and still am ready to settle and pay the usage on the account and close it once and for all, but not the unduly levied interests, charges and taxes. My family and i have been threatened, abused with filthy bad words and abusive language and lots more by several collection agencies and employees of icici bank whose records i have maintained. With respect to the subjected matter i would like to put on record the following facts:
1. I have made and received several calls { [protected] / [protected]; miss. Yogita (+[protected] – 12/01/2016 @ 18:26); miss. Ashwini (+[protected] – 14/01/2016 @ 09:18); miss. Neha (+[protected] – 11/02/2016 @ 11:24 and 11:29); miss. Manisha (+[protected] – 19/02/2016 @ 15:59); mr. Shailesh (+[protected] – 09/03/2016 @ 14:11); mr.. Hitesh (+[protected] – 14/03/2016 @ 11:03); miss. Manisha (+[protected] – 15/03/2016 @ 09:47); mr. Shailesh (+[protected] – 15/03/2016 @ 13:44); miss. Manisha (+[protected] – 22/03/2016 @ 10:41); miss. Manisha (+[protected] – 08/04/2016 @ 12:20); miss. Manisha (+[protected] – 10/04/2016 @ 13:16); miss. Manisha (+[protected] – 11/04/2016 @ 09:18); miss. Manisha (+[protected] – 11/04/2016 @ 13:56) } and requested for the auto debit to be cancelled which eventually got resolved in the month of december 2015 but, after levying a charge of rs. 3419.65 over a period of august 2015 – november 2015 {auto debit return fee [ (333.73+84.00=417.73) + (536.94+173.56=710.50) + (1044.30+146.20=1190.50) + (965.72+135.20=1100.92)]}.
2. Till date i have already been charged a total amount of rs. 36, 056.18 by means of auto debit return fees, late payment fees, multiple service tax charges, over limit fees, interest chagres and god knows what other charges on this earth; by means of accumulation and compounding over a period of last 12 months.
3. I have been making regular and timely payments into the account in the past and have also made regular payments into the credit card account since august 2015 – amounting to rs. 32, 410/- (18/08/2015 – 1200/-; 01/10/2015 – 7000/-; 26/11/2015 – 7510/-; 15/03/2016 – 2400/-; 11/04/2016 – 2500/-; 11/05/2016 – 11, 800/-) already. I am also willing to settle and pay the remainder of my card usage of approximately rs. 17, 600/- on the account by managing it by means of loans from family and friends.
4. Miss. Ashwini (+[protected] – 23/04/2016 @ 15:09); miss. Ashwini (+[protected] – 02/05/2016 @ 12:03); miss. Ashwini (+[protected] – 05/05/2016 @ 11:46); miss. Ashwini (+[protected] – 05/05/2016 @ 13:15); miss. Ashwini (+[protected] – 05/05/2016 @ 13:18); miss. Ashwini (+[protected] – 05/05/2016 @ 13:19); mr. Ganesh (+[protected] – 06/05/2016 @ 12:22); mr. Ganesh (+[protected] – 06/05/2016 @ 12:23); are a few calls and conversations on which i had been continuously requesting my wish to fully settle the account (Usage only) and close it and discontinue the card but as on previous occasions i was informed by the them that someone will get back to me via phone call to take this further.
5. Miss. Ashwini had called me on 09/05/2016 @ 17:18; wherein i could hear her male colleagues in the background (I could hear them tarnishing, harassing and verbally abusing my mother and father [both senior citizens]) at my house; demanding the overdue / minimum amount. I had clearly instructed them on previous calls that the payment for the usage will be made barring all the charges levied and requested the closure and cancellation of my credit card account. I requested first and then demanded the exit of her male colleagues who were throwing tantrums and abusing my parents to which mr. Ganesh poojary (+[protected] [always switched off]; mobile number provided on 06/06/2016 @ 16:57) intervened and i explained to him all that i have been going through since august 2015, this conversation resulted in mr. Poojary promising and assuring the reversal and waiver of all the charges (Rs. 36, 000/- approx.) levied on my account, by him, upon the payment of 11, 800/- first; in order to revive my account (According to him only then he could action the waiver of all the charges). I made the demanded payment of 11, 800/- on 10/05/2016 (11, 500 + 300). I spoke to mr. Poojary again on 10/05/2016 @ 14:53 after making the payment of rs. 11, 800/-; wherein again he had stated that he will waive off all the charges once this is paid and it shows up on my account and only then he will be able to waive off all the charges after regularization of my account. Since then i have been calling the numbers (+[protected], +[protected], +[protected], +[protected], +[protected] and requesting the ladies (Ashwini, maitri, neha, hetal, vaishali, jhanvi, etc. And some mr. Jatin) to look into the reversal of charges (As promised by mr. Poojary); in order to make the balance payment and close my credit card account. I have made precisely more than 170 - 190 calls from 11/05/2016 onwards until 06/06/2016 requesting to speak to mr. Poojary who had promised and assured to do the reversal of all charges and do the final settlement upon the payment of rs. 11, 800/- by me, but no call has been transferred to him nor i have had a call back as promised. Upon receiving my statement dated 16/05/2016 @ 18:28 for the period 16/04/2016 – 15/05/2016, i was shocked to see more interests, charges and taxes levied but no reversal of all previous charges (Rs. 36, 000/- approx.). I managed to get hold of mr. Poojary on 06/06/2016 @ 17:00 wherein, he assured me that he has emailed to the concerned department and applied the reversal of all charges which should reflect on my next statement and i should wait for the next statement which will be generated on or around 15/06/2016. Upon receiving my statement dated 16/06/2016 @ 20:22 for the period 16/05/2016 – 15/06/2016, i was bewildered and jolted to see that no reversal of all previous charges as promised was visible but to my surprise more interests, charges and taxes was levied. It has been now noticed that this has been a standard practice by the icici bank to loot its customers by means of extortion via interests, charges and taxes.
6. I have requested on a number of calls, my wish to fully settle the account (Usage only [rs. 17, 600/- approx..]) and close it and discontinue the card only after the reversal of all the unduly levied charges of rs. 36, 056.18 (As promised by mr. Ganesh poojary of icici bank); but always been informed by the personnel that someone will get back to me via phone call to take this further. This to only prolong the time and keep on charging me on a regular monthly basis via interest charges, late payment fees, over limit fees and service taxes for all.
7. I even went to my home branch (Godrej, vikhroli[w]) with my complaint and redressal and put it across to mr. Samir nagotkar (Branch manager); who also tried to contact mr. Poojary, but all in vain.
8. On 07/06/2016 @ 12:02, i receive another call from +[protected] demanding outstanding money which is now increased with more interest, charges and taxes. Again, i have to now narrate the entire episode to this mr. Ashwin singh whom i explained my frustration and dire want to close the account only after the reversal of all the charges and my payment of the usage. Mr. Singh again like before promised me a closure and solution via a call back from his so called dep manager (Mr. Nehal somiya); which i am still awaiting.
9. On 07/07/2016 @ 14:22, i receive another call from +[protected] demanding outstanding money which is now again increased with more interest, charges and taxes. Again, i have to now narrate the entire episode to this mr. Ganesh bhogle whom i again explained my frustration and dire want to close the account only after the reversal of all charges and my payment of the usage. Mr. Bhogle, like on previous occasions, promised a resolution after consultation with his so called dep manager (Mr. Ankush kukreja) and promised a call back from his manager. Again i am still awaiting this call from this so called manager of his. Later mr. Bhogle demanded me to come down to thane branch of icici bank located at teen haath naka stating that, those whom i have been speaking to are all collection agents and will never waive off any of your charges. They will falsely only give you promises, commitments and make the collection without keeping their promises. They will abuse you and your family members and go to any level to make the collection and meet their business targets. Mr. Bhogle also stated that this is the standard modus operandi and a standard practice by the icici bank and its collection agents to loot its customers by means of talking and shouting in a goon like manner, harassing them via mental and psychological torture and extortion of its customers via interests, charges and taxes. Are we even living in a civilized world??? I also informed mr. Bhogle, that i have lodged a police complaint of physical harassment, verbal abuse, extortion, use of filthy language and unethical intimidation of my parents (Senior citizens) against these hooligans in my local police station. He promised me a call back from his manager mr. Ankush kukreja following monday (11/07/2016); which like before; i am still awaiting.
10. On 13/07/2016 @ 15:40, i received a call from +[protected]; 13/07/2016 @ 15:51, i received another call from +[protected] and on 13/07/2016 @ 17:12, i again received another call from +[protected] again demanding the outstanding money, which is now further increased with more interest, charges and taxes. Again, i have narrated the entire episode to this mr. Ganesh bhogle whom i have again and again explained my frustration and desperate want to close the account only after the reversal of all charges and my payment of the usage. Mr. Bhogle kept on repeating that he will arrange a call back again from the so called mr. Ankush kukreja and kept on demanding the outstanding payment. I have always denied the payment until and unless all the charges of approximately rs. 36, 000/- levied on the account are reversed as promised to me by the icici bank representative mr. Ganesh poojary and all my payment of rs. 32, 500/- made by me is accounted for towards the usage and outstanding on my account. The balance of rs. 17, 600/- approx.; will be paid by me via cheque (For evidence), at the very moment this is taken into consideration on my account and the credit card account is closed..
11. After all my efforts from my end to sort out the issue, which in fact is an intentional negligence from your bank’s end, only to keep on pro-longing and eventually charging me by the day in terms of interests, charges and taxes, have gone down the drain and without any fruitful outcome. I have again started getting calls from the icici bank officers asking for the same payment. I have to repeat the entire past history each time to them and make them understand the fact of the matter but all in vain .
12. Needless to say that i have tried explaining to so many different people, numerous times and then the next time there is some different person calling us again asking for the payment. The standard statements that i get form these people are when are you making the payment / i promise a resolution after consultation with my dep manager / i will arrange a call back to you from my manager.
13. The harassment from these people (So called icici representatives) is extreme. They are abusive while talking to me and my family and specially with my mother, father and wife, they make statements like:
(A) ‘you are a defaulter and elusive case because you have changed your phone numbers’ – we assume it is a free country and we can change our contact number, but as a matter of fact i have never changed my number.
(B) ‘we know where you work and where you live’ – what does this kind of threats mean???
(C) icici representatives have shown up at my house, while i am at work. They had come to our residence and spoken to our neighbors while we were not at home.
(D) a lady once called me and said ‘i am calling from nashik high court and that a case has been registered against me with respect to the icici credit card payment, you need to come here immediately for the hearing’; and mind you even this talking was done in a goon like manner.
(E) a guy once called up saying i am a cop calling on behalf of icici and you better pay up the money.
(F) then again whenever the icici representatives have called up and i have tried to explain the situation to them nicely, they insisted that i pay up the outstanding in full; to which i have said no as i have already made payments and i am awaiting the reversal of all charges on my account, only upon which i will pay the leftover outstanding usage of mine.
(G) my family and i have been threatened several times, your representatives have also given statements like ‘we will not leave you alone and we will come visit you, we know all your details. We need to close this case as it is the month end for us, it’s better that you pay in full and settle it out.’
(H) the harassment has gone to the level of your people calling 40-50 times during the day (From the above mentioned numbers) on our cell phones, home and office landlines and talking in unacceptable manners lot of times.
Again i want to reiterate “are we even living in a civilized world???”
14. The most shocking thing is that your so called officials are calling people known to us in our family and workplace and trying to tarnish & destroy our image & reputation by telling them that we are not paying back the money to icici, which we do not owe in the first place!!!; and also harassing them. This kind of harassment is a form of psychological harassment which aims to humiliate or weaken morale of my family and me. We are now in serious trauma and this psychological harassment has a demoralizing effect on our mental peace. We are shocked and surprised by the illegal, unauthorized, malafide and dishonest attitude taken by your officers and your agents. All this is very unprofessional and highly unacceptable from a reputable organization such as yours and the entire process of asking someone to revert on a matter as this is completely uncalled for.
15. The aforesaid facts were brought to the notice of your officials/employees/representatives time and again and i have requested your officials/employees/representatives to look into the matter and make necessary rectification from your end. However i have not yet received any positive response or reaction from the bank in this behalf. Hence, i am lead to believe that we are left with no choice but to file a criminal complaint (Already made in writing at my local police station) on the ground of harassment against the bank and its certain officials and also knock the doors of the consumer court for the defective services provided by your bank. Moreover, the bank shall also be responsible and liable to pay compensation on account of the loss caused to our mental health and also compensate on the loss of valuable time, love and care which my six month young daughter is deprived of due to this tarnishing episode on our family.
16. You are well aware of the r. B. I. Guidelines laid down in respect of collection/repayment of dues/loans. Further you are also aware that you are liable for the acts of your agents. Being a banking institution of immense repute, i, further call upon you to take the strictest action against your officers and agents for their conduct towards my family and me.
17. I thus call upon you to restrain your officers and agents from harassing my family and me, for payment of alleged dues and to stop calling us and also to people known to us in our family or work place. If this conduct towards my family and me continues, i shall be left with no other alternative but to adopt appropriate proceedings against the bank and its officers, at their risks towards costs and consequences, which please must be noted. With all that i have stated above i do not have to explain what is legal and illegal. I am determined to make icici bank and their representatives pay for every inhuman and unethical deeds. I have records, evidence, call records and witnesses (Police, politicians and social workers) to prove the filthy strategy of the icici bank and its representatives.
Now, i rest my case in your safe hands with extreme hope of personal intervention and redressal of my complaint reviving my family and myself from this tarnishing and harassing episode of our lives.
Hoping for a quick and positive reply at the earliest.
Thanking you,
Yours sincerely,
Many thanks,
Deep rathod.
Assistant process service manager.
ICICI Bank customer support has been notified about the posted complaint.
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We regret the inconvenience caused. We request you to email us your concern with your contact details on [protected]@icicibank.com. Please mention the UID (a3eg8v) in the subject line of your email. Our official will assist you.
Regards,
ICICI Bank Customer Service Team