One fine April, IcIcI Bank decides to bestow all its customers a brand new debit card which has enhanced security features free of cost ( INR 99 is charged per annum – mind you)
The major security feature is the back of the debit card 16 digits are boxed into alphabets based on which customer can do money transfer to other accounts!! This is down right stupid and silly.
Suddenly one email informed me that a debit card dispatched had been returned as address was not found! Somehow its strange to believe that when every other mails come to the address including the same banks cheque books, the previous cards – suddenly bluedart the esteemed courier service decides that there is no such address at all!
I would have cared less but this debit card has a great security feature by which you dont need to enter personal identification number (PIN) which is mandatory for all other debit cards. It simply meant even the peon at the branch or a unscruplous delivery boy can make merry with my money – Till date ICICI does not have an answer why this is so.
Fuming, frustrated after 8 minutes of customer care indifference, finally got to the live human being behind. The system is so beautifully designed, would like to throttle the genius who has hidden the human behind the automatic phone banking system so successfully.
The customer care officer regretted as usual – like air hostess welcoming you onboard the aircraft and said, sir, can I re-issue and send it to nearest bank branch?. With no other options and nightmares of my savings going to somebodies hand – i nodded. I requested them to send me an email once the delivery to BTM layout branch is done. He said it will come in 7 days sir. The card takes 7 days to travel from mumbai to bangalore on the best courier service in India – bluedart – How about that?
12 days passed, no email and tracking it, customer care was found this time in 4.5 minutes flat. I was given a airway tracking number that card has been dispatched and told you can check out the status if you want – some customer care that was.
At the end of my teters, checked the bluedart website and put in the waybill number, alas – it said no such number existed. Perspiring, I called customer care of blue dart this time and requested for the status. The minute I blurted out the airway bill number the polite voice on other side asked “Is this an ICICI debit card sir?”.
I was floored. What tracking system? By number they are able to tell contents. I literally nodded thanking God. She said, probably with a smile “sorry sir, there is no such shipment but ICICI has been giving its customers such wrong numbers – we have logdged a complaint against them for this”.
Seething with rage that the bank had duped me with a wrong number, I waited for 9 minutes for customer care to come on. I asked to be connected to the manager in charge of the customer care. With the blessings of Lord narasimha – my tone conveyed that “dont mess with me” and was immideatly put through to one lord.
I just had enough of the care they had taken and asked them to take back the card as am cancelling the account. Politely the manager took my mobile number and confirmed that the airway bill number was indeed genuine. Later I found his words to be true. I didnt have energy to scream at bluedart again. Promptly the card landed within 4 hours at my home.
The questions are the same – why did 2 customer care personall misleed the customer, why did the courier not attempt delivery in the first place?, how were they able to do it after complaint flat in 4 hrs?
If anybody out there related to ICICI or Bluedart management is reading this – please buckle up your services before customers start leaving you.
This is an employee of ICICI group company who was serviced!!! Guess its apathy for ordinary customers?