ICICI customer service

digital

ICICI failed to make scheduled transfers out to linked accounts over a period of three days just over a week ago. Despite emails and phone calls they failed to act promptly to rectify or ameliorate the effects of the problem. After phone calls totalling over an hour I got them to agree a CHAPS transfer at no cost to me but which still arrived a day later than agreed and... they charged me! Another phone call ended in me being told they would 'try' to refund me, followed by an email that said they would need four days to 'look into the matter'!

If you want decent banking and customer services then I suggest you look to place your money elsewhere. ICICI don't have any of mine any more.

DocProc

They really do not seem able to give a good service at all.

The staff are of Indian culture and are therefore all aware of, and so must be influenced by, the caste or class system. This system traditionally determines the position and role of every member of Hindu society.

In my opinion, this leads to some of the higher echelons of management not being able to descend to the lower work place levels and attend to the real nitty gritty hands-on problems associated with running the bank.

In the middle, we experience staff who want to purport to their peers as being better than they actually are. They will not readily admit to real problems, particularly if these problems have some aspect of 'embarrassment' about them. Neither will they admit such problems to the bank's customers.

As is typical in an Internet business, they also have lowly paid staff who have no real idea of what the Internet really is, and what one can do on it. They have inadequate concepts.

I could elaborate more but I think you get the general idea.

The Indian call centre staff have no responsibility and can only take messages. They re-interpret the problems and re-communicate them on to others.

Thus there is an element of: 'Done. Sorted. Next.'

Whereas in actual fact, what has really happened is: 'Wrongly interpreted problem. Passed it on to another member of staff. Wait one day. Problem not properly sorted. Problem compounded. Customer agitated, annoyed and stressed. Lack of respect created. Next problem treated similarly. Etc, etc.'

And then there's the time difference and the inherent time delay too.

Yes. The interest rate is high. The customer service is crap. In fact, God help you if you get a problem! Their ability to give the customer a reliable standard of reasonable service is almost non-existent. Their ability to give a prompt service is absolutely NIL.

As you enter the ICICI Bank UK web site and once again witness it's flakey graphics and slow speed, well, just try to bear with it but importantly, do keep crossing your fingers.