nharnwal
10-30-2003, 02:25 AM
This discussion is to put some light on facts rather than dishonoring any organization. I have been a customer to ICICI since last 3 years and have very well understanding of the kind of customer care they provide. I wish to highlight some true facts about ICICI NRI account services among the NRI community. I have suffered a lot myself and have met some friends who have come across the same situation. When we got tired of talking (1-800-ICICI4U) and writing to nri@icicibank.com, we decided to bring this topic to public and open a discussion thread. We will be glad to be contacted personally for verification of any kind of information being published here. My Email id is Naren_India@hotmail.com
Our only intention it to know all exiting ICICI customers who are suffering and let ICICI officials to understand what are the flaws in the process and how difficult procedure they have for customer care. We will be obliged if you could please provide your issues. I wish some day it will be possible when ICICI deaf officials hear us.
I would like to put procedure sequentially and the type of common problems we came across.
1)Opening an account – A very exciting customer after seeing the commercial and promotional advertisements decides to open an account and tries the ICICI web site. It would be not at all a surprise when, even you try many times you may find the site is not working properly. You will be asked to download the form and send it by post.
Some facts here-
a) Do not assume by filling this form you will get every thing you want to take care of your remote banking automatically as you use to get in USA. The most considering fact is you are not well informed by ICICI while you are filling up the form, when you realize it, it will be too late.
b) You need to have access to you accounts via Internet banking. Be careful ICICI need a separate form for each and every facility and that form you need to sign and send Mumbai. Each request takes months, feel lucky if you get it done.
2)After filling the form and spending another 10$ on sending you cheque and documents to Mumbai. You will get chequebook and ATM card. Nothing more. You will have no idea for months, how much money is there in your account and what was the forex rate used in conversion.
3)You would have to send another paper form to Bombay, your no request will be taken care by 1-800-ICICI4U, as these folk are sitting there to just provide you dummy answer to suggest you please write email and they have escalated the issue. Every time you write email, you will get another dummy reply please send duly signed form to Mumbai. So please be careful DO NOT expect your any problem will be solved by 1-800-ICICI4U or nri@icicibank.com. You have to write/sign and send a letter/form to Mumbai. If you are lucky this process takes more than 25 business days.
Some point to consider-
1)Why the customer is not well informed in the beginning to fill up all forms together and send across?
2)Why does ICICI not provide the Internet access to NRI services as default and stop asking for separate paper and post work to be sent to Mumbai?
3)ICICI provides you a separate user ID for Internet access. Why this user id could not be the ATM Card or account number? This delays the process unnecessarily. As ICICI sends these all from Mumbai and in separate posts.
Apart from above common problems, the customer service is worse [Frankly speaking most pathetic and frustrating]. Either the ICICI do not provide customer care executives proper training or do not supervise their job properly. Customer care personals behavior is very inadequate; they are not considerate to understand the issue rather will try to trap you for other alternative suggestion. You will never be able to talk to their supervisor even you request many times. I personally heard some executives saying please close the account if you do not like this is our procedure. Their procedure says they can send you user id via email is 48 hours and you would not get the emails for 8-10 days. I am still waiting for emails.
Please provide your feedback to make this thread factual.
Thanks,
Narendra, New York USA
Our only intention it to know all exiting ICICI customers who are suffering and let ICICI officials to understand what are the flaws in the process and how difficult procedure they have for customer care. We will be obliged if you could please provide your issues. I wish some day it will be possible when ICICI deaf officials hear us.
I would like to put procedure sequentially and the type of common problems we came across.
1)Opening an account – A very exciting customer after seeing the commercial and promotional advertisements decides to open an account and tries the ICICI web site. It would be not at all a surprise when, even you try many times you may find the site is not working properly. You will be asked to download the form and send it by post.
Some facts here-
a) Do not assume by filling this form you will get every thing you want to take care of your remote banking automatically as you use to get in USA. The most considering fact is you are not well informed by ICICI while you are filling up the form, when you realize it, it will be too late.
b) You need to have access to you accounts via Internet banking. Be careful ICICI need a separate form for each and every facility and that form you need to sign and send Mumbai. Each request takes months, feel lucky if you get it done.
2)After filling the form and spending another 10$ on sending you cheque and documents to Mumbai. You will get chequebook and ATM card. Nothing more. You will have no idea for months, how much money is there in your account and what was the forex rate used in conversion.
3)You would have to send another paper form to Bombay, your no request will be taken care by 1-800-ICICI4U, as these folk are sitting there to just provide you dummy answer to suggest you please write email and they have escalated the issue. Every time you write email, you will get another dummy reply please send duly signed form to Mumbai. So please be careful DO NOT expect your any problem will be solved by 1-800-ICICI4U or nri@icicibank.com. You have to write/sign and send a letter/form to Mumbai. If you are lucky this process takes more than 25 business days.
Some point to consider-
1)Why the customer is not well informed in the beginning to fill up all forms together and send across?
2)Why does ICICI not provide the Internet access to NRI services as default and stop asking for separate paper and post work to be sent to Mumbai?
3)ICICI provides you a separate user ID for Internet access. Why this user id could not be the ATM Card or account number? This delays the process unnecessarily. As ICICI sends these all from Mumbai and in separate posts.
Apart from above common problems, the customer service is worse [Frankly speaking most pathetic and frustrating]. Either the ICICI do not provide customer care executives proper training or do not supervise their job properly. Customer care personals behavior is very inadequate; they are not considerate to understand the issue rather will try to trap you for other alternative suggestion. You will never be able to talk to their supervisor even you request many times. I personally heard some executives saying please close the account if you do not like this is our procedure. Their procedure says they can send you user id via email is 48 hours and you would not get the emails for 8-10 days. I am still waiting for emails.
Please provide your feedback to make this thread factual.
Thanks,
Narendra, New York USA