Icici Direct — Misleading responses, no regards for customers

Entire Customer Support facility of ICICI Bank is a mess. They are not aware of processes and they gives misleading responses to customer.

I have a query to transfer my mutual funds holding from ICICI trading account to HDFC trading account.

If I connect to Customer Care, one time they will answer saying fill a "Transfer of mutual fund forms"
Another time they will say we can not do anything connect to HDFC.

If I write email to ICICI Helpdesk, they one time they will say fill a form for transfer.
On asking more details they will say check with HDFC.

Are these guys for real ? Don't they even read previous replies and blindly copy paste the standard responses ?

Pasting below a mail conversation:

1. My initial query:
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On[protected]:12, Nikhil Khatri wrote:

Name: Nikhil Khatri
Account No / Application No: [protected]
Product/Service: Demat
Request related to: Others
Type of request/complaint:
E-mail address: nikhil.[protected]@gmail.com
Mobile no:[protected]
Telephone no: +91--
Level 2 Service Request(SR) No:
Complaint/Feedback: Want to transfer my mutual fund holdings from ICICI to other broker. ICICI Customer Care says, "Fill a "TOMF" form and submit" ICICI Helpdesk says, "Connect to other broker". Please connect me to any ICICI Demat executive who is actually aware of process and can help me with my queries and transferring my funds to other broker.
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2. Their first response:

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On Wed, 15 Dec 2021, 11:36 am, wrote:

Dear Customer,

Greeting from ICICI Securities Limited.

With reference to your e-mail, this is to inform you that, for transferring the Mutual Funds, you need to give a request for the Transfer Out.

For Transfer Out your mutual funds from icici direct, we request you to visit any nearest icici direct center along with transfer out application form and give the request. Mutual Fund will be transfer to your registered address in 30 working days.

Note : You need to cancel the ongoing SIP before placing a transfer out request for the folios.

Documents Required :

1) A duly filled and signed application form ( form can be download from our site - Trading - Mutual Fund - HELP/FAQ. )

2) If the transfer out request is for HDFC, PRU or HSBC schemes, you are required to fill an additional form( click on the links to download the forms). You can directly place a request for this form from the AMC or can call up the Call Center for the same.

3) Self attested PAN copies for each Transfer-out request.

We look forward for your co-operation and assuring you the best of our services at all times.

Sincerely,

Nalam Kishore
Customer Service Officer
ICICI Bank Limited.
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3. My follow-up question for detail

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On[protected]:45, Nikhil Khatri wrote:

Thanks for the revert.

I am not able to find this "Transfer out mutual fund" form on any of icici website.

Could you please attach the form on mail.

Also, Yes, i am transferring the mutual funds to HDFC's trading account. So please send the additional form for this case as well.

Regards,
Nikhil Khatri
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3. Now their response from a different world

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On Thu, Dec 16, 2021 at 12:54 PM wrote:
Dear Customer,

Greetings from ICICI Securities.

Hope you and your loved ones are safe and healthy.

With reference to your mail,

To transfer out mutual fund we request you to contact your other broker i.e HDFC securities.

For further assistance kindly contact us at [protected]@icicidirect.com or our customer care executive at[protected]

We thank you for giving us an opportunity to be of service to you.

Sincerely,
Customer Service Officer
ICICI Securities Limited
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Similar thing will happen on customer care call, they will give you N number of replies N number of times.

Who can we reach out to?