Recently I visited ICICI bank Shivaji Nagar Pune.
They have made token system for banking operations. Suppose if you wish to
order DD press DD on machine and wait for your token and window.
I wanted to talk to Branch Manager - So contact BM / customer / complaints /
query / customer relations all these buttons on token vending machine were
deliberately (?) made unfunctional. This I am noticing since months. Why can't
they repair?
So I moved to May I help you desk. Nobody sits in the desk. I was waiting in
this desk for 10 minutes but nobody turned to me. So I checked charter for
citizens diplayed on notice board, which clearly says that banks must have May I
have you counter or inquiry counter in addition to suggestion / complaint book.
I enquired about complaint book. There is no complaint book and you will have
to taken token and wait for your turn - security guard told me. So I took token
and waited for my turn. The service officer when asked about complaint book,
left the place and came exactly after 7 minutes with one form having complaint
and feedback page. We value your feedback / complaint - said that form.
I filled the complaint and handed over to that executive and prayed for
complaint number. Tommorow they may dump my complaint. After exactly 10 minutes
somebody came with a photocopy of my complaint having rubber stamp with no
signature.
I again insisted on signature and somehow they signed it.
There is no response from branch manager and responses are never expected from
customer care.
But the wrong trend Mr. Kamath is following is that he asks someone to sell
home loans / vehicle loan / personal loan by making telephone calls, then why he
can't manage to sit someone at inquiry counter.
Perhaps this is the only reason - they don't have complaint register and he
gets awards.
Congratulation to him and his media savvy team. I have decided to end my
relationship with ICICI bank with such callous attitude.
Next day I went to my alternate bank (Canara Bank) and the assistant branch
manager said - Good Morning Mr. Murkute, I received your letter. We did all you
wanted, Is there anything I can help you further? Great!
Regards,
Avinash Murkute


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