ICICI Bank — ICICI personal loan team responsibility and negligence .

Dear Management,

Please find the below details, attached recordings and tell me what you think about it and provide me the reason why I need to continue the account with you?

1) Application number : EP[protected]
Your executive took the call with me for 20 mins and took all the details and completed the Video KYC, but they mentioned the wrong amount instead of 350000 they mentioned 3500000. At Least they have not taken this seriously .
2) Application Number : EP[protected]
After many follow ups and service requests a person called me after one week(17th May) of my initial application and he told me that he needed to re-login the application and same will get processed within 24 hrs, without any hesitation I given all the details again as like my first application and completed the Video KYC and uploaded the documents under the link which I received . I thought everything was completed and awaiting the call from the relationship Manager .

3) Application Number : EP[protected]
Person called me from ICICI immediate next day (18th May) and I thought it is the call from relationship manager, but the strange thing is this person told me that somehow earlier application EP[protected] got deleted from the database and needed to re login the application and he told me that this time he will complete the process on priority and everything will be completed within 24 to 48 hrs and he requested all the details and as like 1 and 2 applications . Even though it's kind of peak frustration but gave him all the details again and uploaded the documents . This time Video KYC is not completed because the person who logged in my application mentioned the wrong PAN number in the application.

4) Application Number : EP[protected]

Again repeated the same scene took the details and done with the uploading the documents and video KYC.

Really tell me what kind of process it is ? Why this much of negligence while taking the requests ? it's been more than 2 weeks now, tell me what to do? Is this the respect you are giving to the customers ?

I have no trust in your Bank, At least you should give the response upon shifting your existing personal loan auto debit to another bank and i have sent many requests for the same but no one is responding including you head officials, if this is the case i will be not responsible for any kind of discrepancies in future. I had to open the new account by this week and have to update the same in my company portal before the end of this month.

It's really ridiculous that you are not letting me know the process for shifting your loan auto debit to another bank, what kind of service is it ? make this note as evidence and you have no right to ask me in future about this matter . I want to ensure the hassle free payments for your loan but you are not at all responding to it.

As a banker you should respect the customer values and share the information, but for what reason you are not sharing the details ?

Your customer team negligence :

3+ Service service requests - no response
50+ communication references - no response
15+ calls for my personal details - no use
3 applications - don't know why but no use
3 times video kyc - no use
3 times documents upload - no use

Your irresponsible team Resolution deadliness:

5th to 8th
8th to 13th
13th to 18th
18th to 22nd
22nd to 25th
25th to 28th
28th May to 31st May
31st May to 02nd June

I had a word with your branch where I opened my salary account 5 years back and she told me the process to close the account . Her intentions are there is no use having a communication with your customer care . She told me to visit the nearest branch to close the account with kyc documents.

Finally I heard something about your account closure and I'm initiating the steps to open a new account and further process.

Could you please let me know along with the KYC documents, Do you need any other documents? Because some of the billers asked me to provide the cheques for a new bank account in order to shift the auto debit but whereas your bank person didn't tell me anything regarding this she only asked me for the KYC docs, but what documents do you need for auto debit shift for your ICICI bank loan? I cannot visit your branch again and again during this pandemic,

You are literally torturing me during this pandemic. Just let me know the end to end process, so that I can visit your branch and complete everything in a single visit. But why are you providing incomplete information ? What are your intentions ?
I know your customer team not qualified and incapable to provide the resolution, at least I'm asking the process to shift auto debits but no response. I want close the account with you but you are not letting me know the process .