[Resolved] ICICI Bank — customer care ivr asking for atm pin

ayushv005

Address:

Amritsar, Punjab

I had called ICICI customer care for some debit card requests and connect to an agent for it. I called from my bank account registered phone number. The IVR system immediately recognized me and started blabbing me about my account balance and other details.

While connecting my call to customer representative, the system first asked me for my 12 digit card no. and later on asked for my PIN; WHICH I TOTALLY AM NOT COMFORTABLE TO SHARE AND DID NOT EITHER. So the system did not connect to the representative.

On ICICI website, it is clearly mentioned, never ever share you PIN anywhere. Then HOW COME TELEPHONE IVR ASK ME MY PIN? This was not there earlier. Asking for PIN is totally unethical in my opinion; if not illegal. I know they will say it is totally safe, it goes to some machine and no human interaction; still asking for PIN is not justifiable. They can spell out my bank balance just by recognizing my registered no. but not connect to agent without asking for ATM PIN.

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Feb 21, 2020

Complaint marked as Resolved

ICICI Bank customer support has been notified about the posted complaint.

Verified Support

Jan 15, 2020

ICICI Bank Customer Care's response Dear Customer,

We request you to email us your concern with your contact details on [protected]@icicibank.com. Please mention the UID (a05x3b) in the subject line of your email. Our official will assist you.

Regards,
ICICI Bank Customer Service Team

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Comments

Aark Int

I am not able to make any third party payment. Mobile number not connected error is showing. Called customer care they say your card is working fine. Local branch knows nothing about it. Please resolve my issue pr i will close the account'.

Super Developer

Jul 24, 2021

I was trying to get help for my ICICI Credit card, and the IVR is asking to provide card Number and PIN to Authenticate my account... really!!!

One page you are saying don't provide these details to someone and on the other hand you want to record these details !!

There are several other ways of authentication.

m2abhilash

Jul 26, 2021

IVR still asks for ATM PIN. I doubt this bank knows safe banking practices.

m2abhilash's reply, Jul 26, 2021

Btw, I see icici marked this issue as resolved, how come? Since IVR is still asking for ATM PIN, can icici share here what did you do to fix this security gap?