Reserve Bank Of India [RBI] — Banking Ombudsman listens only to the bank version and does not rely on evidences produced

Address:

B-2/101 JANAKPURI, New Delhi-110058

Dear Officer, I had an ICICI Bank Platinum Credit Card while I was in service in 2018. Due to repeated dishonour by the card, for the transactions made by me, at filling stations, app based cabs payments, grocery stores etc. and thereafter apologies by the bank officials for the harassment caused, I decided to terminate the card. The bank only blocked the card and did not close it, as at that point there were certain outstanding amounts which were to be billed by the bank, and payments were awaited. Nonetheless, the payments were made and I stopped using the card, as I had discontinued the services. Last year, while checking by Credit Bureau score, I noticed that the caed ending with 9004 was still being shown as active. I wrote to customer care of the bank, who replied saying that the card was only 'blocked' not 'closed' since then. I asked them in writing to close the card and correct the credit bureau score, the card department then started corresponding with me to reconsider, and keep the account and that a fresh card will be issued by them. I clearly stated 'no'. Then they closed the card, but didn't correct the credit bureau score. I kept writing, but it had no effect. Finally I wrote to the MD of ICICI Bank, still no response, not even an acknowledgement of my mail. I wrote again, but as usual no response. The matter was referred to banking ombusdman. After about six weeks later they wrote back saying that the card is closed and that the bank had represented to them saying that at the first instance only the bureau score was rectified. I had sent evidence to BO saying that despite my attaching the bureau score clearly showing in the statement- that the card is active, they refused to believe it, but relied on the bank's version that while closing the card, the bureau score was corrected too. I see that BO is clearly biased in favour of the banks, and not being concerned about the customer's harassment.