Being a 18+ year old so called privilege customer there is no support I have got from ICICI bank phone banking officer or a floor supervisor. I have already made around 5-7 calls, each call having waiting time of 30-45 minutes; then its very very tough to speak to their senior. In both my home loan interest reduction and credit card cases first time late payment waiver, the phone support officer always denied help, the first floor supervisor offered to waive 30% penalty charges with no GST refund. The 2nd floor supervisor promised 60% waiver but never turned back, the 3rd supervisor denied everything, got angry, rude and said that you won't get a single rupee waiver. So every time first wait 45 minutes, then repeat story, then officer would always say no(no matter what), then struggle for next 15 minutes to talk to senior, then if senior occasionally commits something it never is applied; repeat this entire process again and again, every time you'll find yourself lost. Their 4 step escalation is even worst, with each higher level, your waiver committed will be reduced instead of an increase and they never answers emails. Meanwhile one also might have to face their rudeness and arrogant behaviour. Their officer literally don't listen when customer speaks and keeps on repeating same thing in parallel, feeling you more frustrated. It's really very very pathetic.
For my home loan they keep increasing interest charges, I have never seen a reduction from their end. Currently they are charging me 10.20% on a 7 year old home loan interest(i.e. in Aug 2023), when most of other similar class banks are charging between 8.55% to 9.2%. Their online interest conversion tool always either gives an error or asks to take a full day leave from your work to physically visit their branch and wait there for 2-3 hours for your turn as its always always crowded, and their staff and security treating you like go to hell or do whatever you want. In the end most of the time their branch officer will deny your request simply saying that this is the best we could give. They do not think rationally even if I have tried showing them proofs of how much less my other bank is charging me on my another home loan. And they don't believe in retaining customers, so one would end up feeling a complete waste and good for nothing.
I have decided to move on to a better bank who still need customer, respectfully treat their customers and give them an extra favour once a while.
For ICICI bank, it looks like becoming another PNB, Natwest etc. Basically an arrogant company who might see its end soon in near future.
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