ICICI Bank — change in account name

Address:	Pune, Maharashtra, 411014
Website:	icicibank.com

Visited icici bank on 11.09.2017, panchshil tech park, near ganapathi chowk, viman nagar pune, at 1.41pm (Cq0119) for kyc update and change in the account name. Change in the account name was being requested by me in view of change in pan card details. I was carrying the updated pan card and aadhar cards in physical form and also a soft copy of my marriage certificate. The request was not honored by the branch manager - mr. Manick behl as he asked me to submit the original marriage certificate. I tried to reason with him to let me self attest the document and give a declaration if required but he said that he cannot do anything because he is simply stating the rules of the bank that original is required for verification just like physical pan and aadhar.

I really wonder why would icici not honor a self attested marriage certificate when nsdl, which is dealing with pan and income tax, while taking my request for correction in name on pan card, accepted self attested copy of marriage certificate. Icici is giving petty reasons and that too for a marriage certificate. The responsibility lies with the customer to furnish correct set of documents and self attestation is a step towards it and more so towards digitilization. Mr. Manick agreed that we should do more of paperless banking as directed by government but it's not what his bank can do as he is just following rule book of the bank. It's actually laughable!

My question is that if the customer has to fake the document, will it remain hidden from law? How is that possible? Mr. Manick behl tried to reason saying that cibil score gets affected and then i can become a defaulter if fake documents are submitted. I mean how can anyone say to that to a customer without checking their history. How can someone give a generic statement just to follow the rule book? Why to bracket everyone alike? Was he doubting the credentials of a customers like me by making such a statement? He did not make any effort to give me a optimum solution other than asking me to get a original document.

Attaching chat transcript before i went to branch asking them what all documents would be required. It wasn't mentioned anywhere that an original marriage certificate would be required. This is called fooling around with the customer and after being a customer for more than 13 years, is this how you treat us? It's really shameful.

Would request icici bank for amicable solution and accept the self attested marriage certificate and resolve the issue in the interest of customer.