DEFICIENCY IN SERVICE

Location/place: KOLKATA

Name of company/service: ICICI BANK

Hi

I have a current account with the Ballygunj branch of ICICI bank since Sept10.

I also hold a debit card of this Bank which i use for online bill payment regularly.

However, the magnetic strip had been destroyed. So i had placed a written request with their AJC Bose Road branch on 19July12 for replacement of the debit card.

Yesterday, was my last date for vodafone bill payment for Jun12.
When I wanted to make an online payment for my vodafone, I was shown an error “CAF 0 OR 9″. Again, I tried making the payment and I received the same error.

On calling customer care on 25Jul12, I first spoke to Md Khan – CSE of ICICI bank who informed me that the card has been blocked since a new card has been issued and the same would reach me within 2-3 days and then I would be able to use the same for online payment.

I then spoke to his supervisor – Mayank Kumar and he also told me the same thing.

I then asked to speak to his manager. His CUSTOMER SERVICE MANAGER – V N SATISH KR spoke to me and told me that I should have mentioned an additional line in the letter ” not to block my card as I make online payments”

My question, as a customer, I have no information about the rules and internal process followed by ICICI bank while replacing a debit card, neither i was told by the branch concerned what to do. Further, why should a customer be inconvenienced on the pretext of their internal process.

Now, I am having to face unnecessary mental harassment regarding payment of my vodafone bill as the due date is already over and I do not have the time to go personally to make a payment.

Besides, its a gross deficiency on the part of the Bank to inconvenience its customer without passing proper information to me and without making alternate arrangement for making online payment.

I would request you to take up the matter with the senior authorities of ICICI bank and I seek a suitable compensation for the mental harassment faced by me for all this and due to discontinuation of service by vodafone.

Regards

Asghar Md
9830434805