Icici Direct — Reliance Rights Issue - Apply through ICICI Direct

I have been a customer of ICICI and holding demat account through ICICI Direct. I have opened this account where my son and son-in-law also hold their shares and trades, including mutual funds etc. This is just to give a background about the relationship with the bank and ICICI Securities.

But the recent situation made all o[censored]s to think and making us a decision to move towards other brokers where customer service is better and someone available to listen.

I had applied for Reliance Rights issues, and for the 1st installment the money was always kept in my linked savings account. Inspite of that, the money is not deducted nor any intimation provided... and when the due date is passed and the rights shares are not in demat as well as the money spent on the rights also not refunded.

Sent umpteen emails/whatsapp chats to the branch manager and relationship manager, and I have never seen such a poor response and finally after 3-4 weeks of time, the response was given as refund not possible.

1. Main motive of all these managers are sales and meeting the targets, rather than a customer focus. As a bank, your reputation under question.
2. Any response to the queries take days to weeks, is this the plan to make customers to reach to the support continuously or the idea is to have customer forgetting and leaving this by frustration?

If this would be the way ICICI customer service works, would be great to know for all o[censored]s and recommendations towards ICICI will never be considered.