ICICI bank might be one of the most complained about banks in India. Infact, according to their site’s statistics only, they had around 1,85,000 complaints last year, out of which around 1500 are still unresolved.
The fact is that many customers are frustrated by the attitude of ICICI bank and therefore have to resort to using rude language with the ICICI customer care team who are most of the time ill informed ,ignorant and powerless to help the customer in the bigger scheme of things. I have experienced this first hand as a customer. in various interactions.
I was surprised to read a note on their website :
ICICI Bank gives customer service paramount importance. Our personnel treat customers with politeness, courtesy and respect at every interaction. Sometimes, mitigating circumstances, like systems downtime, policy-related issues and compliance-related concerns, may compel us to convey decisions that may not be to your entire satisfaction. These are, however, only the exception and not the rule. The rule is to provide agreeable solutions, and that too at the first interaction itself; and the compliments we receive from satisfied customers – through our website, by phone, by e-mail and by letter – while indeed very heartening, serve to inch the bar higher.
However, customers resorting to provocative and unparliamentary language or rude and disruptive behaviour stretch tolerance, cause distress and impact on morale and efficiency. This can lead to a compromise in the level of service received by other customers and is therefore untenable. Therefore, despite the acknowledged primacy that a customer in the service industry commands, we must inform you with the greatest reluctance and deepest regret that henceforth, customers found to be offensive in their interaction with us will be required to close all their relationships with ICICI Bank.
ICICI Bank Ltd.
What it essentially means is that if a customer loses his cool with the customer service team of the bank, he will have to close all his accounts with ICICI bank. I do not even know the legality of this as RBI must be having some rules about banks having to accept deposits without discrimination. But see how blatantly anti-consumer the whole statement is. I mean if you keep frustrating a customer by providing him stupid answers to his replies or not replying to him altogether, ofcourse he will lose his cool. And instead of better training your staff to handle customers, you have decided to blame it all on the poor customer. I am disappointed in this bank , hopefully they will make more customer friendly policies in the future and emerge as a good , honest and customer friendly bank.
I do not know to what extent they are enforcing the rule, but i guess they have pretty much taken away your right to protest against the bank. Just dont lose your cool.