ICICI Bank — ICICI bank imobile app issue

Address: ICICI Bank Towers, Bandra-Kurla Complex, Mumbai 400 051.

Website: www.icici.bank.in

On the Oct 27th, I made a due payment of ₹1, 74, 989.98 towards credit card ending 9005 using the ICICI iMobile application. I selected the ‘Due Payment’ option and completed the transaction through HDFC NetBanking. The payment was successfully debited from HDFC Bank for ₹1, 74, 989.98.

I have the HDFC statement, which clearly shows that on 27th October at around 8:30 PM, an amount was transferred from my HDFC account to the ICICI Bank credit card.

During this transaction, when I was redirected from the payment gateway back to the iMobile application, an error message appeared, and I assumed the "transaction had not been completed". Couldnt take the screenshot due to security restriction of the imobile banking app.

So I emailed ICICI Bank customer care asking for the status of the payment. They asked me to share the transaction details. Since I couldn’t generate the HDFC statement on the 27th itself, I generated it on October 28th and shared it with them. The statement clearly shows the ₹1, 74, 989.98 transaction.
However, ICICI customer care said they had not received the amount yet and asked me to wait 2–3 days for it to reflect. I also informed my HDFC relationship manager, Bharania (added in CC), and she confirmed that the transaction was successful from HDFC’s side.

On 2nd November, I received an email from ICICI stating that they had not received the payment for the card ending 9005. However, they mentioned that a credit of ₹1, 74, 989.98 was credited to another credit card ending 0008 on 28th October. I have no idea why this happened, because I made the payment on 27th October specifically for the card ending 9005, but the amount was transferred to the card ending 0008 on 28th October.

I was shocked and replied to them stating that the amount seemed to have been transferred to the wrong card, and requested that it be corrected and moved to the right card. I also raised a grievance under SR[protected].

I called customer care, and after multiple attempts I was finally able to speak with an executive. He told me that the payment was transferred to the wrong card and that I would have to pay late payment charges and interest. He said he would raise a request to transfer the amount back to my bank account so I could repay it correctly. I agreed and said I would pay after verifying everything. When he checked and realised I don’t have an ICICI bank account—only credit cards—he suddenly disconnected the call.

So I emailed them again requesting the amount be transferred to the correct card. They replied saying that, based on my request, the amount had been moved from the card ending 0008 to the card ending 9005. The final transfer to the correct card ending 9005 was completed on November 6th.

My next month’s bill was generated with a interest charge of ₹10, 975.45 and GST of ₹1, 975.58. I have explained multiple times that the amount was debited from my account on the 27th, but due to their error it was credited to the wrong card after the due date (30th Oct), and only reflected on November 2nd with the transaction date shown as October 28th. After the complaint on nov 3rd they took 3 days to transfer to correct card and asking me to pay the charges they said not reversable you must pay since you did wrong transaction.

I am claiming that I did the following,

I selected my credit card (ending 9005) then pay now - shown the following payment options:

1. Current outstanding amount around 2+lakhs
2. Due amount 1, 74, 989.98. -----
3. Minimum due amount
4. Other amount

As I usually do, not the first time every month same for this card since it has addon card no way to pay using UPI, I selected the Due amount option (1, 74, 989.98). On the next page, I chose HDFC Bank for net banking and completed the transaction.

This case only exact amount with the exact paise can be entered for a transaction.

ICICI claming as follows,
In iMobile app:
I selected the 0008 card ’ tapped on Pay Now ’ then, from the following options:

1. Current outstanding amount around ¹6, 000
2. Due amount 5, 189.49
3. Minimum due amount
4. Other amount -----

I chose Other amount and manually entered 1, 74, 989.98. On the next page, I selected HDFC Bank for net banking and completed the transaction.

That's why the payment went to the 0008 card.
If I would have done as they claim, I would have paid 175000 or 174990 not the digit with exact paise.

Since there is no way to record this details ICICI trying to use this and loot my money.

In my 10 years of CIBIL history, I have always maintained a 100% on-time payment record. Even this time, the due date was the 30th and I made the payment on the 27th. Even if I had made a mistake, the amount should have reflected on my card before the 30th, and I would have taken action. Instead, ICICI took 5 days to trace this transaction and posted it later with a back-dated entry of 28th October.

This spending of ₹1.74 lakh was for my wife’s maternity expenses and my newborn baby’s medical and other essential needs. I also took gold loan to repay this amount now I have to pay this 12.8k extra.

ICICI has the most unprofessional customer care executives I have ever dealt with, and their official Android banking application is extremely unreliable

I am expecting compensation of ₹1, 00, 000 for all the troubles I have faced, along with interest charged by ICICI and legal charges.