[Resolved]  ICICI Bank — fastag blacklisted without reason from icici bank complaint marked as resolved with resolution

Address:

7/14 Podder Nagar, Kolkata, West Bengal, 700068

Customer id: 10202504

My father in law who is about 70 years old had purchased a car from howrah bhandari automobiles in 2018. He is not savvy with sms and internet. However as per regulation bhandari automobiles has given him an icici bank fastag. He had received sms (Likely) however as he is not savvy with sms (He makes and receives voice calls only) he did not pay heed to those texts. Now, as i have logged into his fastag account, i have found it is blacklisted and rc copy not uploaded hence his registration number is also not updated. I had uploaded his registration copy and requested for both - rc number update and blacklist removal as asked by one of the icici bank customer care executive. After 4 working days i have found there is no movement though the due date to resolve those requests were 1 day only. I again called up icici fastag customer care and executive said "it is blocked from the icici bank side". Then obviously i asked whom i am talking to - is not she from icici bank? She replied "no". Actually they are from some outsourced organisation whom have very little information about the icici fastag and its processes. Then the call got escalated to some senior and that 'senior' asked me to 'register' in fastag. I said unless i am registered already, how come i have already placed 4 requests? Then she logged in to her system and asked me to upload my father-in-law's aadhar card and voter id card. Despite i kept saying that icici bank already has the kyc of my father-in-law as it was financed by them only, the site is showing that kyc is submitted and the car smart card is already uploaded on the site itself - these people denied to assist. Then i asked can i walk in to any icici bank and get these things updated as i was not getting any assistance i required (May be due to the lack of authority being an outsourced company), the senior lady confirmed twice that icici bank branches do not entertain any fastag related issues. Now where i am to seek assistance from???

After few days i raised complaint here, i found icici bank representative has closed that complaint as "resolved" and shared an invalid mail id. I have repeatedly posted comment on that thread which all were ignored, hence opening another complaint here.