[Resolved]  ICICI Bank — Discrepancy in cash withdrawal at Non ICICI Bank ATM

Address:

Chennai, Tamil Nadu

Hi I have tried to withdraw cash form HDFC Bank ATM which is a Non-Icici Bank ATM (Since my account is with ICICI Bank) on 7-Feb-2014, On first try after a long time cash was not dispensed from the ATM and I got a error message telling that sorry the process cannot be completed now. I once again tried with the same machine and the result was same, Then I thought there might not be cash and I tried with the other machine in same ATM Center for the third time and ended with same result but I got 3 SMS from ICICI Bank each with a debit of 1000INR for each transaction I tried. Then I went to a ICICI Bank ATM and withdrawn 1000INR for which i again got a SMS as normal process. After few minutes I noticed One Thousand was re-credited in my account and after few hour I tried calling ICICI Customer Care check/register a complaint and that officer told me to wait till that night and call them back on next day to lodge a complaint. So i waited till next day and on 08-Feb-2014 around 1 PM i again called ICICI bank to register the complaint, But the customer care officer told me that he will take a complaint for One Transcation (for 1000INR) and the balance 1000INR will be credited back as normal process and the complaint registration no given to me is SR[protected] I also got a mail conformation that the action will be taken with 1 Day. Next on 12-Feb-2014 I once again called ICICI Customer care officer to check and know the update on cash reversal I was once again told that the complaint taken on 08-Feb-2014 is only for one transcation and still once more transcation is not covered and he told there was a mistake happened in taking the complaint on 08-Feb-2014 and he assured that he will once again take a new complaint for both the transcation and demanded for the complaint registration no. For which i was told I will be intimated through Mail / SMS but I received nothing on that. But I got a below mail from ICICI Customer care telling that I will be paid immediately with the discrepancy amount on immediate basis but still ICICI reserve the right to debit the same in later stage if they can prove the amount is already recived by me through ATM / or else if HDFC bank is not paying back ICICI Bank, But in mail there was no reference like for which amount that mail was sent. I thought that, the mail was sent to me because of my complaint to the customer care officer and waited for that reversal to happen. But still on 14-Feb-2014 nothing happened and once again I tried to call ICICI Customer care officer, But this time I asked the officer to connect me to the senior supervisor but during the request itself my call was disconnected twice (don't know if it was accidental or purposely done), then I was connected to the supervisor and he checked for all the details and he was concluding me that Initial complaint SR[protected] was registered against the one thousand which was already refunded to me, I asked him why should I complain for amount which was already paid to me, Please re access the recorded call and know what exactly has happened and how many effort I have taken to get this money back, He told simply sorry for the inconvenience caused and he told I should wait till 18-Feb-2014 i.e seven working days form my complaint starting form 10-Feb-2014, I asked him see I tried to complain on 7-Feb-2014 & again on 8-Feb-2014 as I have written above but the customer service gave me wrong commitments and statements, But the supervisor simply told I should wait till 18-Feb-2014, Then I asked him to provide the reference no for the telecon which i had with him and he gave me the reference as SR[protected]. I also was shocked to hear that, Actually while I spoke to the customer care officer on 8-Feb-2014 I demanded for a call back to confirm me once the amount is getting credited, But this supervisor denied that there was no such request taken. I really don't know how come customer care persons are giving wrong information's/statements/commitments despite of knowing their own process. Best Regards / Jayakumar.D