Public Complaint against ICICI Bank’s Negligence in Addressing a Mistaken Transaction

Date: 29th September 2024

To whom it may concern,

I am writing this public post to bring attention to a distressing situation caused by ICICI Bank’s lack of support and inefficiency in resolving a crucial financial matter. On 17th July 2024, I mistakenly transferred Rs. 61,000 from my ICICI Bank savings account to an incorrect recipient due to an error in entering the account number. While I fully acknowledge that this was my mistake, I expected ICICI Bank, a reputable institution, to take swift action to assist me in reversing the transaction and recovering my hard-earned money.

However, the bank's handling of the issue has been nothing short of disappointing and frustrating:

1. Immediate Reporting: On the same day, I promptly contacted ICICI Bank’s IVR system to report the mistaken transaction.

2. Formal Communication: I followed up with a detailed email to the customer care department on 17th July 2024, providing all the necessary details, including the transaction reference ID and the incorrect recipient's account information.

3. Initial Assurances: I was assured by the bank that the issue would be resolved and that the transaction could be reversed.

4. Coordination with Other Bank: I took the initiative to contact the Branch Manager of Indian Overseas Bank (Palitana), who confirmed that a lien had been marked on the wrong account for the said amount.

Despite these proactive efforts on my part, ICICI Bank’s response has been lethargic, and I have yet to see any concrete action from their end:

I have received only automated emails from ICICI Bank, with no meaningful updates or communication about the status of my request.

While Indian Overseas Bank has been responsive and taken steps on their end, ICICI Bank has shown no urgency in facilitating communication with the other bank to resolve the issue.

Shockingly, I haven’t received a single courtesy call from ICICI Bank to inform me of any progress or advise me on next steps.

Additionally, Indian Overseas Bank has assured me that they are ready to resolve the matter if ICICI Bank’s NEFT/RTGS department sends them the necessary email. However, ICICI Bank has failed to take even this basic step, further delaying the resolution of my case.

It’s incredibly frustrating to witness how ICICI Bank bombards me with marketing calls for credit cards, insurance, and mutual funds, but when it comes to providing actual service in times of need, they are nowhere to be found. This experience raises serious concerns about their commitment to customers, as this is not a minor issue—it involves Rs. 61,000, a significant amount of my hard-earned money.

I feel deeply betrayed by an institution I once trusted, and this experience has shattered my faith in their claims of providing “high-quality service.” If ICICI Bank continues to ignore this issue, I will have no choice but to explore legal avenues to recover my money.

I urge potential customers and the public to reconsider their relationship with ICICI Bank. If such a well-documented case like mine can be neglected, what does it say about their dedication to customer service? I sincerely hope ICICI Bank takes immediate action to resolve this issue and avoid further damage to their reputation.

Thank you for taking the time to read this. I hope ICICI Bank steps up to rectify this situation, not only for me but for the sake of their clients.

Nikhil Pattani

nikhil.pattani@gmail.com