ICICI Bank Complaint - Apalling Service and poor process
DALLAS, TEXAS -- My story here is about an NRE account opening process from US with ICICI
I came across this site in my search for some straight answers. I have to tell you that I am extremely frustrated ... enough to call it quits on my attempt to get anything done with these folks. Below is my issue with approx. timeline
Feb 1: Application for NRE Savings account sent to US PO Box
Feb 23: Received e-mail indicating that account was in operation
Feb 23: Realized that I had provided a PO Box address in US that could cause issues with courier
Feb 23: Sent out a change of address form providing an alternate address in US with all necessary support documents as required for address change.
Feb 24: Received delivery of Debit card and cheque book in spite of PO Box delivery address ... Apparently DHL will call the phone number of the reciever.
NOTE: THANK YOU DHL! Great Service!!
Feb 27: ICICI recieved my change of address per FedEx courier tracking info.
NOTE: Never received a single piece of email from ICICI indicating that they had received my request and would update the address.
Feb 28: Still no sign of Net banking and Debit card pin information. The assumption on my part is that since I received the cheque book I should probably get the other stuff as it would come via DHL.
Feb 28: Called ICICI at Toll Free US number and they have no information available ... not even about package ever being sent. In fact, the Service rep told me that I needed to send a separate app for Net Banking.
Mar 01: I continue to have no email from ICICI indicating an issue.
Mar 02: Called ICICI and they can see that a package was in fact sent on Feb 25. Got a tracking number on courier. Apparently
they used ICCWorld.
Mar 02: Tried tracking package on courier site but site provides no status info. Called courier to see what happenened to package and why I could not track it ... courier service indicated that the packages from ICICI are special and no tracking info is available on them. They told me that they would call in 48 hrs. with some info.
Mar 05: No call from courier
Mar 05: Called ICICI to see what happened to courier. They have no info available but asked me to wait a day. Asked ICICI whether my change of address had been entered in the system. They indicated NO.
NOTE: ICICI seems unconcerned that I have not received my packet with important personal information. So much for a sense of security. Moreover, no one in ICICI seems to know the value of informing customers when they send stuff out or when the stuff is not delivered or whatever the case might be.
Mar 06: Called ICICI to ask about courier and change of address. No information on former but they think that ICCWorld might have returned
the packet to Mumbai because of their inability to deliver to PO Box address.
Mar 06: They opened an SR# on the change of address request. Told me that I would receive info from them in 48 hrs.
NOTE: The operative word on the courier is "Think" not "know" and they still seem unconcerned.
Mar 08: No call or status email from ICICI.
Mar 08: Called ICICI number in US. They are telling me that in order to accept my change of address in US I need to have a permananet address in India. They claim that RBI requires that I have a permanent address in India to
accept a change of address.
NOTE:There is NO such RBI rule for regular accounts though there is when it comes to Home Loans. Moreover, ICICI application for NRI accounts clearly states that Address info in India is not Mandatory for NRIs. Address Change Request form has no request for this info. But I cannot talk the guy on the other end of the phone through this discrepancy.
1. No account or issue status ever received via email
2. Use of poor courier service which cannot provide tracking information or status of delivery
3. No follow-up or follow-through on important things such as documents sent esp. Net banking ID/pass and Debit card PIN
4. No followup on a priority SR opened to understand why request for change of address has not been initiated
5. ICICI application clearly states that NRI does not need address in India (not mandatory it states). Is the application incorrect? No one can tell me...
6. ICICI change of address application never requested India address information. So is the application incorrect?
7. ICICI service desk in the USA VERY UNHELPFUL asking me to send another courier with India address information before a change of address can be initiated and any banking activity can be achieved by me on this end. Claims that it is an RBI requirement though cannot provide me a reference for this quoted rule.
My current situation:
No Net Banking Info
No Debit card PIN
No foreseeable resolution to address change as I cannot fulfill request for permanent address in India
No foreseeable access to account via Net Banking services.
Very scary view of future dealings with ICICI in cases where problem resolution is needed from intelligent phone representatives
At this point, I have an account which I have no view into and no understandable reason why this is the case. My current options seem to be
Having barely informed and burger flippers for service desk representative/manager who
kept saying the same thing "Sir it is an RBI requirement" hardly helps a customer. I asked him to provide me further details on this requirement and he would/could not. He could not explain why the application form clearly
states that the address requirement is not mandatory for NRI. He could not explain why I was not receiving direct communication from ICICI on my issues.
The saga continues ...