ICICI Bank and its customer vexations

A customer requested a final statement of accounts for homeloan 30 days after last EMI debit: 


The mail from ICICI customer care  : 

From: Customer Care [mailto:customercare@icicibank.com]
Sent: Wednesday, April 08, 2009 8:00 PM
To: Ms X
Subject: RE:’ICICICARE=033-604-357′ Regarding Home loan (account number – LBXXX0000XXXXXX\8)

Dear Ms.X, 

You will pro-actively receive the Final Income Tax Statement for the financial year 2008-2009 to your communication address in the month of May, 2009. 


Chatur Siyar 


Customer Service Officer

ICICI Bank Limited 


Now see the response from customer 


Dear Mr Chatur Siyar, 

                It pains to see educated people butchering wonderful words mercilessly. I am peeved to see that you have used the word’ proactive’ in as incongruous manner as possible. Just to refresh, please see the definition   

pro·ac·tive or pro-ac·tive




  (prō-āk’tĭv)   Pronunciation Key 
adj.   Acting in advance to deal with an expected difficulty; anticipatory: proactive steps to prevent terrorism.
pro·ac’tion n., pro·ac’tive·ly adv., pro·ac’tive·ness, pro’ac·tiv’i·ty n.






As I understand, the opposite of proactive is reactive.. 

What I understand from proactive is: Sending the final statement before the customer feels a need for it.  ( Race Horse) 

What I understand from reactive is : Sending the statement when customer demands it. ( Work horse) 

What I see worth retribution is : Delayed sending of statement by  months even when some one asks ( Washerman’s companion) 



Where your response and attitude fits is for you and your organization to judge. 



The last crap I would like to read from you is that for all EMIs we paid through ECS till 10Mar09 ,Some Babu in your organization will take 2 months to sign


Please let me know your thoughts on this.

Now see the response Bank


 This scathing mail shook the sleepy Customer care : The result is : 

Dear Mr X,
We refer to your e-mail of April 10, 2009 addressed to Nodal Officer.
Your complaint is being attended to. We will respond to you by April 20, 2009. 






Samajhdaar Madam
Office of Head Service Quality
In 2 days the  Bank actually acts
Dear Ms X,
We refer to your e-mail of April 10, 2009 addressed to Nodal Officer.
Kindly refer the attached copy of the Final Income Tax Statement for the financial year 2008-2009.
Jagi Madam
Customer Service Manager
Conclusion :
1. The customer care of banks actually takes customer for granted
2. They project highyl inflated times to do simple tasks
3. If you question them objectively, the matter gets escalated.
4 At escalated levels there can be reasonable resolutions to your problems.
5. Bottomline :
If you find your bank executives behaving in asinine way , dont just accept. Mount an offensive and probably you will get right treatment.
Customers Jai Ho

Pure Banking , Nothing else

I had taken a home loan from SBI gurgaon branch for my apartment @ Calcutta new town. The SBI agent during processing told me that processing charges of Rs 10000 (Ten Thousand ) are waived off for Army and Air Force residential schemes.
However after the loan was sanctioned and disbursed , I found that Rs 10000/= were debited from my account on processing charges. I called up the SBI manager on at least 20 occasions from Pune where I am based currently.
I wrote him a mail stating the anomaly needs to be resolved but this produced no results . I filed an online complaint on which inintally there was no action. It was then that I contacted the SBI branch manager at Hinjewadi Pune. In the mean time I had sent almost 20 emails to SBI Gurgaon but without avail.He told me to file a complain again online as transferring of Home loan to a different city was not possible. I just did that and waited for 5 days.
After 5 days , I received an email from SBI help desk stating that the issue was being forwarded to Delhi zonal manager for solution.

Nothing happened for next 4-5 days ..and exasperated i wanted to raise a level to file a case in the consumer redressal forum. I do not know why but I thought of checking my home loan account. I found that the amount of Rs 10000/= had been credited back to my account.. The folks at SBI did their job. THey didnt write a mail.. they didnt speak to me. they didnt write a mail back to me but they did what was financially essential.. I had a hearty laugh as I remebered their Slogan- ” Pure Banking , Nothing Else”