[Resolved]  ICICI Bank — Pathetic customer care and service

Anyone planning to open a bank account == A big word of caution, Avoid ICICI bank !!! The country's largest private sector bank scores pathetic in their customer care / service. ICICI Head Service Quality / Customer Care team, Time & again, you have proven beyond doubt that you offer one of the worst customer services offered by any service industry in this country (basis my experience). You can be "happy" knowing that both your branch as well as the call centre compete very well to offer the same standard of pathetic customer service. Would also like to take this opportunity to "thank" the technical team (based out of Hyderabad) for their least understanding of customer concerns & problems. My heartfelt "thanks" goes also to the relationship manager (a "privilege" only for the privilege account holders - however, I have been given a Cochin-based manager for my Bangalore-based account), who understood the problem, but has done absolutely nothing to resolve it. For further details on my latest experience, please continue reading. I hold a so-called "privilege" banking account with ICICI bank, and has been holding the same for more than 8 years. I have been facing an issue with regards to my online account access for the past one month (two SRs standing in testimony for the same - SR[protected] and SR[protected]. Everytime I try logging in the first time (which happens on the old login web page of ICICI bank), it throws out an error that my password is wrong. After the first trial and the subsequent error(which appears on a new login page, recently developed by the ICICI technical team - frankly an irritating one), the second trial (on the new login page) goes through fine and I am able to access my page. (though not an acceptable process for accessing my account, but, I would say, atleast an acceptable workaround, considering the pathetic service of the country's largest private sector bank) The major issue comes up when I try paying my bills (cellphone, credit card etc) from the respective third party websites. Payment through internet banking (even after multiple trials) never work out and my user ID gets disabled (after three consecutive wrong attempts). History of resolution by ICICI's "talented and capable" team (branch, customer care, technical team): Both the SRs were closed by the ICICI team without bothering to resolve the issue. Presume the focus was more on taking care of SLAs rather than resolving the customer issue. Not sure how can ICICI (or for that matter any service company) close the SR without checking with the customer whether the issue has been resolved or not. I have had discussions with atleast 6-7 customer care executives and around 2-3 supervisors during this period. Though everyone were (sounding) deeply apologetic with regards to the inconvenience I was facing, none of them resolved the issue for me. During the course of this period, I was asked to visit one of the branches (I ended up visiting the M G Road ICICI bank branch in Bangalore) to have a net meeting with the Hyderabad-based technical team. The experience was pathetic to say the least. In the first place, the branch took a neat 30 minutes to start attending to my issue (despite they having the great ticketing system at every branch), after considering the fact that they were literally clueless on this net meeting phenomenon. This was followed by the inefficient and callous approach of the technical team (based out of Hyderabad) - wherein on one side they were unable to resolve the issue and on the other end they were insisting that I had typed my password wrong. I have had to change my passwords atleast 5 times in the past 1 month (to demonstrate the error to the team) and had got my user IDs disabled & enabled atleast 5 times during the same period. I think I am fairly sensible enough to ensure that I dont type in my password wrongly for more than 15-20 times. Moreover, I have been using the same ID and password (till I made the first change in the last week of March 2014) since the year 2006. The main reason for me to remain an ICICI bank customer was its online banking (for your information, my experience with the branches all across the country - Mumbai, Bangalore, Chennai, Cochin, Indore, Pune etc - has been consistently pathetic, and hence I try my level best to avoid ICICI branches). Not sure whether this issue will ever be resolved. Alternatively, I had requested the bank officials to do let me know if they are incapable of resolving this issue, so that I can proceed on closing the account and change my salary bank account details - obviously, no response. Currently trying to change my bank account. I am sure 1 account (out of crores of accounts) doesn't make a difference for the country's largest private sector bank.