I thought I will share the wonderful experience given by ICICI Bank to a customer. You all must appreciate the dedication of this bank. I will share the experience with you all and will try to be as brief as possible.
I am holding a Credit Card and Savings bank Account with ICICI Bank. I had deposited 5k to my credit card account during the month of October,2007 and within few days I received a call from ICICI informing that the cheque was dishonoured by Bank. Since there was sufficient balance in the account I had checked and got an statement from my bank which clearly showed an amount of 5k debited in my account in favour of ICICI Bank. Meanwhile I got the next credit card statement and to my shock Rs. 5K was debited into my credit card with particulars as " Cheque bounce". This was done without any corresponding credit entry. I asked for the bounced cheque but negated by ICICI reasoning that they don't have a procedure to return the bounced cheque.My net loss was 10K, Missing credit entry and unwanted debit entry.
I tried to talk to the customer care department and the agent put me on hold for around 10-15 mts and came up with the answer that the Manager is busy in a meeting and she would talk to me. ( Still today I am waiting for that sweet call). I wrote a letter to them telling that I am stopping my credit card payments and once the payments are stopped naturally they will try contact me and thought the anomalies could be rectified.
Last week, almost after 3 months, I received a letter from ICICI stating they are putting a lien on my SB account for the outstanding of around 28K (It,s their figure) and within 3 days they will debit the due amount to my SB account. Consequently two inward clearing cheques for an amount of 11K got bounced to my humiliation despite having a balance of Rs.30 K in my SB account. Here also nobody bother to go through the records or made any effort to talk to the customer and find out why payment was not made.
The climax of the story: Yesterday, on 20th February,2008 they debited the credit Card due to my SB Account and nobody bothered to inform me but a mail from credit card division thanking me for the payment.
A fit case for denial of the Principle of natural Justice, deficient customer service and unfair trade practises.
Now the matter is being taken up with Reserve Bank of India, Bank Ombudsman and Consumer court and also ICICI Customer care Division. Friends from the banking Industry may comment on this issue and also can suggest possible solutions.
An excellent example of customer delight. For your information.
Regards,
Roy.J.George
9840356207
royjgeorge@gmail.com
1 comment:
Dear Innovators,
I had posted the case of ICICI Bank debiting by SB Account wrongly
consequent to credit card payment which they had misplaced. The
banking ombudsman, Chennai had directed the ICICI bank to refund the
amount to me. I still have faith in Indian constitution and the
Indian laws. Nobody is above the law. The legal fight is not yet
over but just a beginning. The copy of the judgement is attached
below.
Regards,
Roy.J.George
9840356207
9442222006
From: Chennai, Banking Ombudsman
Date: Wed, Dec 10, 2008 at 2:26 PM
Subject: Complaint No. C 4364/2008 against ICICI Bank by Shri Roy J
George
OFFICE OF THE BANKING OMBUDSMAN
(Tamilnadu and Union Territories of Puducherry
and Andaman & Nicobar Islands)
Reserve Bank of India Building (II Floor)
Fort Glacis, Post Box No.40
16, Rajaji Salai, Chennai – 600 001
Phone : 25395487
Fax : 044-25395488
BO(Che)/ 5584 /C 4364 /2008-
09 December 10, 2008
Shri Somasundaram
Chief Manager (Nodal Officer)
ICICI Bank Limited
8th Floor
93, Santhome High Road
Chennai 600 028
Dear Sir
Complaint No. C 4364/2008 against ICICI Bank by Shri Roy J George
Please refer to the above stated complaint. It is observed from the
documents submitted by the complainant and the bank that:
(a) Complainant made part payment and is aware of the same. Thus
he is aware that the bank will levy finance charge on the
outstandings.
(b) Bank is at fault for debiting complainant's credit card
account further by the amount of payment received.
(c) As per the terms and conditions quoted by the bank, the bank
has the right to mark lien and set off. However, as the bank has not
submitted any document to substantiate that complainant was informed
about the bank exercising its right, the complainant suffered due to
bouncing of his EMI payments.
In view of the foregoing, the bank is hereby directed to
(a) Reverse the charges levied by the bank on complainant's SB
account post its exercising the lien and set off as it committed
mistake in debiting his account rather than crediting post receipt
of payment.
(b) Bank to reverse EMI bounce charge levied and refund /pay Rs.
500/- to the complainant for the EMI bounce charge levied by HDFC
Bank.
(c) Bank to issue a letter to the complainant stating about
reversal of said amounts.
The bank is advised to take action on the above directions and
report complainace within a fortnight from the date of this letter.
By the order of the Banking Ombudsman
Yours faithfully
-sd-
(Deepa George)
Assistant General Manager
Endt. No. BO(Che)/ 5585 /C 4364/2008-09 of date
Copy forwarded for information to Shri Roy J George His attention is
drawn to the telephonic conversation the Secretary of this office
had with himon December 04, 2008 and is advised that in case she has
any further submission to make, he should so may do so with all the
supporting documents within a fortnight failing which the complaint
would be closed without further correspondence.
-sd-
(S.G. Shivashankara)
Manager
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