[Resolved]  ICICI Bank — Bad Customer Practice

Address:

Gurgaon, Haryana

Unfair and bad customer practice by ICICI Bank

I have a “Gold” banking status with ICICI bank and had been a customer from 1997 onwards. The bank has proactively approached me to issue a Platinum Visa credit card based on my credit worthiness and net worth. I accepted the invitation and became a credit card user. Subsequently, the bank approached me to upgrade the card to Platinum Identity Credit Card (Please note I have not requested the bank to issue the card) and mentioned that I will be entitled to two additional cards “Priority Pass” and “Golf Fee Card” with no additional fees. I was told that “Priority Pass” will allow free access to domestic airport lounges and some international airport lounges.

I used Priority Pass card twice at Colombo Airport and New Delhi Airports. The lounge assistants have told me that there are no charges for using priority pass card and have swiped my card for zero value. However, several months later I received a statement with charges of Rs 1900/- for the lounge use. I contested this and refused to pay. I have also applied for cancellation of Identity Card which customer care team confirmed that card was cancelled.

However, I continued to receive statements with dues month after month such as Late Payment Fees and Interest Charges. Subsequently, collection agents started hounding me with calls and asking me to come for settlement in Delhi. When I explained my case and said that my outstanding amount is on account of wrong commitment, the collections agents refused to listen and said that I need to pay Rs 4500/-. When I said that outstanding was only Rs 1900/- and I am willing to pay Rs 1900/- in good faith, the agents refused to listen.

In absence of a proper resolution, the issue kept on dragging and the amount accumulated to Rs 9131/-. The collection agents told me that if I do not pay, my name will be published in the defaulters list. I also received letters from ICICI Bank that my name may be published to credit bureau as a defaulter. I had issued a cheque for Rs 2000/- to settle this in good faith on 21st Aug. This cheque has been collected by the bank. In addition, on 25th Aug, the bank debited my savings account with Rs 9131/-.

This entire incident shows how sub-optimally the ICICI Bank is organized. It raises following questions

1)When I am a gold customer of bank for the last 6 years, why should they threaten me that my name may be published to the credit bureau as a defaulter that too for an amount of Rs 1900/?
2)Why didn’t bank chose to auto debit the account for Rs 1900/- when it was not paid for 2-3 months? Why did they wait till the amount accumulated to Rs 9131/- and debited my account?
3)Is bank trying to enhance its revenue by false means? They have earned Rs 2000/- plus Rs 9131/- for an amount due of Rs 1900/-.
4)Don’t different ICICI divisions speak to another to protect interest of the customer?
5)In this period, I received caution letters from the bank and at the same time, someone called me twice saying that he is a personal phone banker and has been assigned to me exclusively. Look at the ridiculous customer experience. This shows the left arm doesn’t know what the right arm does.
6)Are accounts in ICICI bank safe when they are debiting the accounts without intimation? Later, they can present several other charges and will reiterate they have the right to debit the account.
7)When bank sent me caution letters, why didn’t it take an initiative to send a letter before debiting the account for Rs 9131/-?

I am also a platinum card user of Citibank and HDFC Bank for several years. I never faced issues with these banks. ICICI Bank can feel free to check my credit status with these banks.

I need an explanation and immediate resolution.

Name : Rajesh Dhuddu
Credit Card Number : [protected]