My Rs 2000 is still with ICICI

This is the Mail I got from ICICI 3 days after my complaint

Dear Mr. Bruno,

We refer to your mail dated March 25, 2007 to “headservicequality@icicibank.com".

Your complaint has been registered under complaint number SR20822691. We will respond to you within 4 working days.

Attempts were made to contact you on the number 0461-2310725 dated March 28, 2007 at 09.32 am, to re-confirm the details. However we are unable to reach you.

Please write to us with your contact numbers (as applicable) and preferred time when we should contact you.

Sincerely,

Shamik Bhattacharjee

Office of Head Service Quality

And this is my reply

Hi,

I am not able to understand why you want to "Re confirm" the details... I think that it is a sloppy excuse for your delay in restoring the amount

My query is very single and straightforward

ICICI has taken Rs 2000 from my account (whether it is intentional or accidental is left to you... My doubt is that it is intentional)

Now, I contact you and you say that you will restore the money into my account (That is reasonable, else I will go to consumer court... It is so simple)

But you say that the 2000 will not be taken into account while calculating my Quarterly average balance

This is atrocious, illegal, immoral and unethical

You are having my money (Taken from my without my permission)

I am not able to withdraw that from ATM or Bank

But you will not give interest or take it into account for calculation of QAB

What do you want to "re confirm" with

Please note that I have time and again told you that 0461-2310725 is my HOME number. At 9 :30 AM I will be in my office.... (to attend my duties)

My mobile Number is 98421 11725

You can call me in this number

But before that, please restore my Rs 2000 to my account, and give credit for those days during which my money was IN YOUR POSSESSION.....

Regards
Bruno

What happened to my Rs 2000

This is regarding A/C Number xxxxyyyyzzzz (Will be told to ICICI Bank if needed)

I was having Rs 15216 in my account

I wanted to withdraw Rs 2000. I went to the ATM Situated in the Tuticorin (thoothukudi) Branch at VE Road

After entering all the details, the machine told me that there is a network error
I tried in the next ATM machine (in the same Booth) and again got the same network error

In the afternoon, I tried to withdraw Rs 2000 from a ATM at Tirunelveli (near Palayamkottai Bus Stand)

In the first attempt, I get the same error and in the next attempt, I was able to get Rs 2000...

But My Account Balance has become RS 11216

That means ICICI has taken my Rs 2000... This is nothing short of High way robbery

To whom should I complain..... I contact the 24 Hour Phone Help Line

I got a reply that "Your Request SR 20664827 is registered on 24-03-2007 and that it will be processed in 7 working days"

This is what My Statement Says

21	SB2776621	16/03/2007	16/03/2007		224306 CITI BANK N.A.	Cr	5,618.14	16,216.82
22	SB3383452	17/03/2007	17/03/2007		613914018642 : Autosweep to	Dr	5,000.00	11,216.82
23	SB3768876	19/03/2007	19/03/2007		ATM/CASH WDL/20070319163759/0	Dr	1,000.00	10,216.82
24	SB5594977	24/03/2007	24/03/2007		ATM/CASH WDL/20070324084056/0	Dr	2,000.00	8,216.82
25	SB5594977	24/03/2007	24/03/2007		ATM/CASH WDL/20070324084202/0	Dr	2,000.00	6,216.82
26	SB5623806	24/03/2007	24/03/2007		ATM/WDL RVSL/20070324084202/R/613901112994	Cr	2,000.00	8,216.82
27	SB5684388	24/03/2007	24/03/2007		ATM/CASH WDL/20070324144306/0	Dr	2,000.00	6,216.82
28	SB5721134	24/03/2007	24/03/2007		ATM/WDL RVSL/20070324144306/R/613901112994	Cr	2,000.00	8,216.82
29	SB5684388	24/03/2007	24/03/2007		ATM/CASH WDL/20070324144400/0	Dr	2,000.00	6,216.82
30	SB5859033	24/03/2007	24/03/2007		613914018642: Rev Sweep From	Cr	5,000.00	11,216.82

Now the most interesting part

ICICI will not include my Rs 2000 while calculating my QAB (Quarterly Average Balance)

That means they are going to go on a ride with my money for "7 working days" Any bank should be shamed to do this

Suppose, if they are going to do this for Rs 20000. Imagine the agony for me

Why should the customer suffer for more than a week for Problem on the part of the bank

Date of Acknowledgement

This is a letter I got from ICICI Bank on 14th November

Note: A scanned/ faxed letter is accepted only if the date mentioned on the request letter is prior to 7 days from the date of scanning/faxing. If the request date and the scan date differ by 8 days, then the request will not be processed.

As per the first line, the date should be before 8th November
As per second line, if it is before 7th November, the request will not be processed
Is this what they wanted to say
Why is their customer care so clumsy

Getting New Password

Having not logged into the Account for 90 days, my login expired. I send this mail (November 09, 2006 11:56 PM)

Login Disabled for the account

61xx05xxxxxx
Corporate ID :xxxxxxx
User : xxxx
Please activate Login

Regards
xxx

I got a phone call that it will cost Rs 50 + Service tax for my passwords to be sent. I asked whether I need to send any letter or written communication and the lady on phone told that they need my permission for debiting Rs 50 from my account. Then I got the following mail (Nov 10, 2006 11:52 AM)

Dear Sir,

Your internet banking passwords are expired.The passwords get expired on completion of 90 days, which is for a security feature, we request you to write to us so that we can arrange to issue and dispatch fresh passwords to your communication address. For regeneration of Corporate Internet Banking passwords there are charges of Rs.50.00 plus service tax @ 12.24% which will be debited to your account.

The needful will be done on receipt of your confirmation for the same.

Regards,

Corporate Care Desk,

ICICI Bank Limited.

My Reply (Nov 10, 2006 12:16 PM)

Hi,

Ref : Telephone Conversation with ICICI Corporate Care on the forenoon of 10-Nov - 2006

With reference to the above telephone conversation, I request you to kindly mail me the passwords to my communication address

I agree to pay the regeneration charges of Rs 50 + Service Tax

With Regards

xxxx

Next Mail from their side (Nov 10, 2006 1:30 PM)

Dear Sir,

We are looking into the matter. Please refer to Service Request SR51168707 for further communication. We will reply to you within (TAT).

Looking forward to your co-operation.

Regards,

Corporate Care Desk,

ICICI Bank Limited.

I get the passwords by courier on 13th November and when I try to login, I still get the same message that the login has been disabled. So I send an (angry) mail (Nov 14, 2006 6:14 AM)

Hi,

I got the passwords yesterday by snail mail.
When i try to login to Corporate Account, I get a "Login Disabled Message"
I am extremely disappointed with such steps. Please activate the login when you sent a new passwords
Don't waste our time. Please activate Login immediately. It goes without saying that you have to do this as and when you sent a new password

xxxx
9842111725
xxxxx
Corporate ID :xxxxx
User :xxxx

The wonderful reply (Nov 14, 2006 10:37 PM)

Dear Sir/ Madam,

The user ID ------- operating under the corporate ID --------- is inactive. As acknowledgement letter not received.

Please send us the acknowledgement signed by the user mentioning the user ID and the corporate ID and also confirm the receipt of passwords.

The acknowledgment could be faxed to us at 022-56466093 or sent as a scanned attachment to corporatecare@icicibank.com.

Your user ID will be activated on receipt of the acknowledgement slip.

Note: A scanned/ faxed letter is accepted only if the date mentioned on the request letter is prior to 7 days from the date of scanning/faxing. If the request date and the scan date differ by 8 days, then the request will not be processed.

My Mail (Nov 15, 2006 6:08 AM)

My question 1

WHY WAS THIS NOT TOLD TO ME FIRST
WHY ARE YOU WASTING OUR TIME

If you had told that we need to send a fax, we would have done it along with the request for mail. That would have saved a lot of time

Why is your quality of service so poor

Question 2

Is this fax needed for the first password or for every time the login gets disabled following 90 days of inactivity

Question 3

Who is responsible for not telling this for the past 5 days

Question 4

When some one called me over phone last week, I specifically asked them whether I need to sent a letter / fax. The lady told not needed. What action have to taken against her FOR MISLEADING A CUSTOMER

Question 5.

I have got 2 mails from you. None of the mails indicated that I need to sent in a fax. WHAT ACTION HAVE TO TAKEN regarding such mistakes

Question 6

Coming to your letter

Note: A scanned/ faxed letter is accepted only if the date mentioned on the request letter is prior to 7 days from the date of scanning/faxing. If therequest date and the scan date differ by 8 days, then the request will not be processed.

Today's date is 15th November

As per the first line, the date should be before 8th November
As per second line, if it is before 7th November, the request will not be processed

Is this what you wanted to say

Question 7

When you can't even write TWO SENTENCES IN ENGLISH PROPERLY, HOW CAN I TRUST THAT YOU ARE GIVING THE CORRECT INFORMATION

Who lives in my house

One day in the first week of Feb 2005, we got a letter delivered at our correct address from ICICI Bank. In the letter was the following statement

This statement (delivered to our home on 8th of Feb 2005) has

1. Our correct and complete address
2. Our Home Name
3. Our land line number
4. Our Mobile Number
5. Our E-Mail ID

But the problem is that THERE IS NO ONE CALLED MURUGAN IN OUR HOME. And we don''t have an account with the money mentioned in the statement.

The statement claims it to be an authenticated intimation and requests the customer to immediately notify the bank of any discrepancy in the statement.

Hence the local Branch (Tuticorin Branch) was contacted one the very samre day and we asked them to verify our records to make sure that our money is safe. We were informed that they never verify their records (probably thinking that they are always right) and there is some one called Murugan in our house who has opened this account. Inspite of our clarification that there is no one called Murugan, we were sternly told that unless there is some one who has given our address while opening the account, this cannot happen

ICICI Bank, to our belief, does not allow some one to open accounts. They do not even believe in ration cards (which are universally accepted in Tamil Nadu). They ask for 1001 procedures. In fact they even ask us to fill up the same form twice (the reason given was "bank rules" - we suspected that their book keeping is so poor that they have lost our forms)

In such a context, when one Mr.Murugan opens an account with our home address, we are afraid. if the same person gets a two wheeler loan and does not pay, you will come to our home and take our bike for that!!!

Hence a complaint was given personally to the Branch Manager - Tuticorin Branch asking them to

1. Give the address proof that Mr.Murugan gave to open this account. Thus we can submit those documents to police and ask them to investigate. Some one opening an account in our name is a SECURITY RISK for us

OR

2. If this is due to a mistake on the bank's part, please inform us in writing

This is the Office Copy of the first page of the (3 page) complaint letter, acknowledged by the Branch Manager

A formal complaint was lodged to your Tuticorin Branch on the same day. In fact, the branch manager has even acknowledged the receipt of the complaint in our office copy

There were calls to ourt mobile number from Nagerkoil and madurai branches asking whether I am murugan. Other than that There was NO WRITTEN REPLY TILL November 25th, 2005 from your bank

Then we mailed to customer.care@icicibank.com There was a reply that the mail has been received. Then there was no further correspondence. We then mailed to corporatecare@icicibank.com attaching scanned images. We got a response vide Query Number 507172. This is the response received

Thank you for routing your query through Corporate Care, ICICI Bank.

Further to your mail we understand from your mail that the the statement rece4ived at your end has an account number which does not pertain to you. We request you to confirm the account number mentioned therein and also you scan us the copy of the same to help us investigate the matter further.

Inspite of sending the attachment again and again, we get a response asking us to send the attachment. That leads us to suspect that

1. ICICI bank corporatecare@icicibank.comdoes not have the facility to receive attachments

or

2. They are deliberately bluffing instead of accepting their mistakes

And either of the two does not augur well for the bank. Hence we hosted the pages in this url. http://www.ask4safety.com/banksafety/ Please read this and take the necessary action.

We need one of this

1. Give the address proof that Mr.Murugan gave to open this account. Thus we can submit those documents to police and ask them to investigate. Some one opening an account in our name is a SECURITY RISK for us

OR

2. If this is due to a mistake on the bank's part, please inform us in writing (and not by e-mail. You want us to give everything in writing. Then why you are hesitant to reply in writing.)

Hoping to get an early reply

Grieved Customers

--------------------------------

To err is human, but to err repeatedly inspite of someone pointing out the errors is not at all human. . Please do not pin the mistake on one individual and make us carry the sin of him/her losing the job. . OUR chief concern is not the initial mistake. We are more bothered about the irresponsible and lack lustre behaviour of the entire staff in responding to a complaint pointing out the mistake of the bank. We are of the opinion that the entire banking staff should be taught and made to be responsible and reliable. With your accuracy being so poor and your reliability being the worst we have seen from all banks (you do not even care to respond to such a grave query for years) how can we be assured that our money is safe in your bank

Update 1 :

In November 2005, I went and saw the bank manager and asked him about the status of the complaint. HE said that he does not care about the complaints given to the previous manager.

My Question : Will this gentleman suddenly say that you deposited money during the term of previous manager. I can't give that back to you

Irresponsible Replies

This is another experience I had with the bank, this time with their E-Mail Service. (This took part in March 2005). I remembered this because of the recent problem with their E-Mail

1.

i ask a simple question about transfering funds from my Roaming A/c to another ICICI account
i get a reply that I need to login in (do you people think that I have asked that question without logging in. This shows the efficiency of the Customer Care in just passing the problem and not solving it.)

2.

I ask you that I am unable to find the menu and ask me to point out the menu
I get a reply that the facility is active (that is not my question. i asked where)

3.

I again mail you to point where the menu is
I get a reply that the vendor payment menu is not activated because I have not asked for it (makes your second answer wrong)

4.

I prove that I have asked for that while opening the account (making your third reply wrong - 2 mistakes so far)
I get a reply that for vendor payment is active,(that means that your third reply is wrong) but third party transfer is not active since i have not asked for that. For that I am required to give a letter in my company letter head

5.

I give the letter to Tuticorin Branch. They refuse to get that and say that it is not required (makes your fourth reply wrong - 4 mistakes)
I scan the letter and send it to corporatecare@icicibank.com
I get a reply that I have to send the scanned copy !!! (I send it now)

WHY IS THAT there is different answer from a branch and corporate care desk


6.

I get a note from your bank

Also we tried contacting you on 07 March 2005 at 12.05 pm on 0461-2310727, however there was no response received.

Of course, I cannot be reached there, because my number is not that My number is 2310725 (Mistake number 5). If your clerical accuracy is such that, how do you expect us to trust you with our money

7.

In one of you replies, you talk of some silk company (mistake no 6)
I mail back telling that I have nothing to do with silk company

8.
I get a reply from you that

On checking the same we have found that we have replied to you with respect to your company only (attachment enclosed).

You have checked and could not find a mistake.
(THE LEVEL OF COMPETENCE IS SO LOW THAT YOU CANNOT EVEN FIND A MISTAKE AFTER SOME ONE NOTIFIES YOU.

To commit mistakes is bad.
not to realise YOURSELVES is worse and
NOT TO FIND IT EVEN AFTER SOME POINTS OUT is the worst possible scenario in any bank )

9.

I then prove that you had once talked about silk company
You accept your mistake

At the outset please accept our sincere apologies for the inconvenience caused to you as the same was due to technical error. We shall try and ensure that such instances do not get repeated in future. We wish to inform that the query is been resolved with a different query number and the number is 413454. Assuring

(FIRST TIME YOU ACCEPT a mistak)

In a span of a month, your bank has made 6 mistakes. There is something rotten. Find it. Make sure that our money is safe