Here is the experience of a person who got "Excellent customer service"
source: http://www.complaints.com/directory/2006/june/20/30.htm
June 20, 2006
Hi,I'm a customer of ICICI bank for last 6/7 years. I got a car financed through ICICI bank, which turned out to be a catastrophe for me and my family. I was humilated by the people of ICICI bank with no fault of mine. I have mentioned the name and telephone no of the people involved in the incident which is described in detail below.Please take strong action against these people and stop misbehaving customer if you want to sustain your business in the long run. This is in regard to the harassment by the ICICI loan department executive to me and my family members. I want to know the motive of all the people involved in this and strong action be taken against them.I'm describing the incident from day one after I applied for the car loan.
I have applied for a car loan for "Maruti Alto LXI" in the last week of October 2005 through the Loan on Phone offer introduced by ICICI Bank. In the first week of dec. 2005, Mr. Mohit(Mob No-9811244181), who claims to be a direct sales executive of ICICI bank approched me and settled the deal. The loan was sanctioned in my wife's name(Hiranmayee Rath) and the amount was Rs 2 lakh for three years. He also volunteer to give the vehicle (Alto Lxi, Pearl silver) through Rana motors pvt. Ltd(Tis hazari). He also collected a cheque of Rs 15,000.00 for the booking of the vehicle. The car was supposed to be delivered on 30th dec. On the date of delivery, all the paper work was completed at Rana motors, they also collected a cash down payment of Rs 1.1 lakhs from my wife in the presence of Mr Mohit and told her to wait for 2/3 hrs so that they can get the vehicle from the godown. After 3 hrs they r! efused to give the vehicle in the negotiated price, in stead charge Rs 6,000.00 extra for the delivery. When I refused to pay the extra amount, Mr. Mohit advise me that, it will be for my good to pay that amount otherwise I will have to pay around Rs 10,000.00 as a loan cancellation amount. Finally Rana motors refused to deliver the vehicle and give back the booking amount.
When I contacted Mr. Mohit Anand to return my PDC, he simply said I'm Sorry, I can not help.
After one week, I approached Vipul Motors, Noida for a Vehicle, I also narrated the incident with Rana Motors.Vipul motors deliver the vehicle(Alo Lxi, pearl silver) on 9th Jan. 2006. Then I approached the ICICI customer care centre, sect-18, Noida
and explain all that has happened to two customer care executives Mr. Niraj Katoch and Mr. Kamal Tiwari there. They assured me that, since I have not taken the vehicle from Rana Motors, there is nothing to be worry about. Then I signed the deal(Loan Papers) with Vipul Motor. After one week I got the Schedule of first loan(EMI Rs 6140.00 Loan Act- LADsssssss), First EMI due was 1st feb. I again contacted the Sect -18 customer care centre, and inform Mr. Niraj Katoch about the Loan number and told them to transfer the money to Vipul Motors. He said do not worry, It's ICICI bank responsibilities that the money will go to the dealer from which you bought the car, you can stop the payment of cheques. Then I got the schedule for the second loan after 15 days( EMI- Rs6444.00, Loan Act - LADEL000sssssss). When I contacted the customer care centre, Mr. Kamal Ti! wari told me that only only one loan will be valid, Two loans can not continue for one vehicle in a single person's name.
In march, I got a legal notice form Walia Associates, that I'm a defaulter in a car loan and the cheque bounced. Again on 18th March I approached the customer care and spoke to Mr. Niraj Katoch and Mr. Kamal Tiwari . They took photocopy/scan of Registration certificate, insurance and invoice of the vehicle and send them to Mr.Tygi(Do not know the full name) an ICICI bank executive sitting in videocon tower and to walia associates. This time they told me that I the cancellation certificate along with the cheques latest by first week of may. On 11th may Mr. Ajay Nanger Mob-9818999945, call me up in the moring and started talking aggressively that I have not paid any of my installment and I have sold my vehicle etc. He also told me to meet him at ICICI bank Videocon tower, New Delhi before 12 am for my betterment/safety. I immediately went to Sect -18 customer care centre and spoke to Mr. Kamal Tiwari there about t! his. He spoke to Mr. Ajay Nanger and told that this case is clean, the EMI are paid regularly, it's only a loan cancellation case which was already initiated by them in march. Mr. Ajay Nanger then told, he has to come to this place with the vehicle and the papers for final verification.
I reached Vedeocon tower arroud 12 o'clock, my wife and mother-in-law were also with me, then one guy(Sardarji) claims to be assistant of Mr. Ajay Nanger led us to a small house near Videocon tower which they said is also an ICICI bank branch. Then 3/4 guys ( seams like antisocial) surround us and ask for the vehicle key to park the car. Once they took the key, they did not return that to me after repeated request. Then these people dragged us to Mr. Ajay Nanger room, 2/3 anti social pe! ople started talking aggresively even before I present my case to Mr. Nanger. They also took my RC to check, but did not return that. They did not give the key of my car to get the water bottle form there. After 2/3 hrs of harassment, I spoke to Mr. Biswopriya Panda and narated the incident. Mr Panda also spoke to Mr. Ajay Nanger and enquire about the status. After another hour, Mr. Ajay Nanger called me up and told me to leave with my vehicle and told me that your problem is solved. When I asked for a written statement for that, he replied arrogantly, that it's enough you can go now.
1. Is it the way ICICI bank behaves with their customers? 2. If my case was clear as told by the customer care executive and Mr. Ajay Nanger confess later, why such a harassment to
me along with my wife and my mother-in-law. 3. Why these ICICI bank execitives sanction loans without doing enough home work and later put the customer in trouble ?
4. If ICICI bank want to deal with real good customer in a long term basis, all the brokers/rackets involved in vehicle loan and home loan be removed.
This is a serious concern, I'm harrassed by these people of ICICI bank since dec. 2005, and 11th may is the height of everything, which crosses all limit's.
I want immediate and strong action against all the people involved otherwise I will go to the court of law/consumer forrum, circulate the message to the news groups, and caution all my friends about the incident.
Regards,
Saumendra
