Wednesday, October 1, 2008

You too ICICI Bank!

Before you read further, please let me clarify that this has nothing to do with the current rumors spreading on ICICI bank. This is a true incident which I experienced first hand via email last week(Please read the complete thread to understand the situation):

My Email to hima.motati@icicihfc.com:

Hello,

This is Bharani Surineni. I was sanctioned Home loan to buy a flat(105) at Durga Avenues. This is to inform you that I am going for registration on this Thursday i.e., 25 September 2008.

-- Thank you and regards,
Bharani Surineni


Reply I got from hima.motati@icicihfc.com:


??????
If its for hold of cheque you need to provide more details like App no and amount of loan etc. That below details will not fulfill the requirement.
Hima M



My Reply to Hima's reply:


Hello Hima,

I guess you need to talk to your bank guys before asking me that question. I was not given any sanction letter and was told all the vague details over the phone. I was just doing what I was told to do.


First you guys give me a sanction letter with certain amount, later tell me that as some problem and the loan is being downsized and I was informed that the check is valid for 1 week and within that week only I was asked to send an email to you to make sure the check is not cancelled.


And can you please let me know what does "??????" mean? Don't you know that you ought to address a person when writing a professional email and should not use non standard expressions like "??????".


Its very distressful to know initially only how pathetic your service is and how you guys act before I go for a loan and once I am stuck with you guys with you taking the processing fee.
I have been a ICICI bank customer for 5/6 years and I am very much disappointed with it.



Coming to the point, I cannot go for registration as planned tomorrow as there is a bank strike today and tomorrow. And this email is to ask you to hold the check.


And coming to the details, I received some letter from you guys yesterday and I see the following details in it:
Application # 77xxxxxxxx
LAN: NHHYDxxxxxxxxxxx
Amount Sanctioned: 2x,xx,xxx.00


Hope this helps!


Thank you and regards,
Bharani Surineni


As you guys might have guessed it right, I did not get any reply from Hima. Also, along with the above email I also raised a complaint under Grievances section on the ICICI website for which I got a call from one of their representatives with their standard apology statements and the below email:


From: ICICI Bank Customer Care Date: Thu, Sep 25, 2008 at 4:39 PMSubject: RE:'ICICICARE=030-xxx-xxx' level1complaint/ Loan AccountTo: "bharani.surineni@gmail.com" bharani.surineni@gmail.com

Dear Mr. Bharani,
According to our telephonic conversation dated September 25, 2008, on 9849131522, we understand that your query has been attended.


We understand your concern and regret for the inconvenience caused to you.

We understand the issues that you have raised in your e-mail and have initiated action to ensure that such lapses do not recur.

We have made a note of your suggestions and forwarded it to the concerned authorities, who can implement the changes.


We focus considerable effort on training our staff to ensure high levels of service and we shall further strengthen our initiatives in this direction based on your feedback.
Sincerely

Sreelakshmi M
Customer Service ManagerICICI Bank Limited

"ICICI Bank has launched 'Read to Lead' - an initiative to educate 1,00,000 children. To know more about this initiative, please visit
www.icicibank.com"



I did not want to take this complaint to the next level and waste my time further so I decied to give it a quit.


So, ICICI "Please Stop making Expensive Advertisements and Start treating your Customers with Respect"

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