Just read an article which had appeared in the newspaper a couple of days back about ICICI bank being fined Rs. 55 lakh for unruly means of loan recovery. About time something like this was done!
I had a car loan taken from ICICI bank and during the process of applying for the loan I was assured that they would allow swiping of my cheques with those of my dad's, who was also a co-applicant in the loan. In spite of continuous reminders that the cheques had to be swiped after two transactions, six transactions were taken from my account with no sign of the swiping being done anytime soon.
That being done, I went to the Panjim office to see what was causing the delay in swiping the cheques. Unfortunately, the person who I dealt with had been transferred to mumbai. To my consternation, the lady behind the desk said that the cheques WOULD NOT be swiped and that the ENTIRE loan would have to come from my account. When I confronted her with what I was told when taking the loan, she replied, to my UTTER DISBELIEF, with 'you have been deceived by that person. You deal with him about that problem' ??!!
They both work for the SAME COMPANY! This is how you talk to customers?
When I asked her for my father's cheques to be returned, I couldn't believe my ears when she replied that my cheques were in mumbai and she had NO IDEA where my father's cheques were. I couldn't even complain against the callousness and complete lack of customer service of that person because the manager wasn't in and there was no proper complaint register available.
I decided to go to mumbai and imagine my shock when they informed me that they had no problem swiping the cheques and that they would do it right away. When I told them about the complete lack of information in the Panjim branch in Goa, I was asked to fill in a feedback form. So I did, Named the branch. Named the lady. Named the problem. No idea what came of it.
Anywa, the previous cheques handed over by my dad were misplaced by the bank and so they had to be blocked while new cheques were issued and swiped. Therein ended the saga of a simple swiping of cheques.
To ANYONE who reads this and handles loan operations in ICICI, PLEASE read up your loan DO's and DON'T's before sending your customers on a DO-IT-YOURSELF trip to mumbai.
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