ICICI Bank — change of communication address

As i recently moved to usa, i wanted to update the address. Though there is an option "request for change of communication address" and "request for address change" present under service request of bank accounts and credit card respectively, i am getting an error "this service is currently unavailable".

When i contacted the customer support, one lady said that it is not possible to update the address through online banking. I asked her to transfer the call to supervisor. The guy who spoke as a supervisor told me that it is possible to update the address through online and i may have got the error while providing special character in the address field. Despite of explaining him many times that i did not even get the page to update address, he was very reluctant to understand. Later, he asked me to call the next day and speak to nri banking. I explained him that my account is not a nri account, but he never bothered.

I registered a level 2 complaint through icici bank and i got a response from sadhana alasundkar who is a customer service manager as per her signature in the email. She asked me to visit the branch and have the address updated.

Are you serious guys? I believe that a customer service manager should have some responsibility before responding to the complaint. If she is gonna provide the same answer, i did not have to escalate. I have never seen a sloppy customer service manager ever.

I replied to explaining once again from the beginning and i asked her to book the flight ticket to and fro if she still insist to update the address by visiting the branch. I got a response from her informing that she escalated the issue and asked me to wait until 21st of august for resolution.

Today 16-aug-17 i got a response from her with the same sentence "visit the branch to update the address and it is as per rbi guidelines".

Are you guys kidding me? So you ask every customer without nri bank account in abroad to visit the branch in india to update the address?

I was able to successfully update my address in hdfc bank and citi bank without any issues. Is rbi guidelines only applicable to icici bank? Or you claim that other banks are violating rbi guidelines?

Pathetic customer service. If you do not allow me to update the address, i will have to close both of my accounts.