Hi,

I would like to file a complain against two branches of ICICI Bank.
I have a car loan of 3,00,000 half of which is already paid. I want to close this loan as I am availing home loan from another bank(thank god I didnt apply at ICICI).
To close this loan I called up customer care and they told me that I can do this at my nearest branch of I.P. Extension.
I went there on 8th Dec and straight away they told me, I need to go to Videocon Tower and this cannot be done at other branches. I re confirmed this with another person at the bank(Preeti) and she also said please goto VT, Jhandewala.
I came back and called again customer care, they said sir, this can be done at I.P. Extn branch and I shall go there again.

Next day, I went to Preet Vihar Branch thinking it is a bigger branch, and they would surely take this properly. As I inquired about closing the loan they straight away said, I need to goto Videocon Towers. This time I went to Branch Manager (Tarun Mathur) and told him that as per customer care, this should be done at branch. He said, we will do it but I need to get the Pre-Closure Statement and then only they would close this, which would be provided by customer care.

Once again, I called up customer care, they told me even if they take request at urgent priority, it would take atleast 4 hours. They also talked to Branch Manager as they can as well generate the pre closure statement, but manager said, some application is down. Finally customer care agreed to mail it to bank ppl directly in 15-20 mins.

One of the bank officials(Ruchi) mailed at provided id for pre-closure statement. I waited for 1hr but nothing was received. I called customer care again, and they told they already sent it to tarun.mathur@icicibank.com. As Tarun Mathur had already left for the day, and listening to other arguments from bank executives, I was pretty much convinced that it is of no use to try anymore.

I want to ask ICICI Bank a couple of questions :
1. When I apply for a new loan, branches are rushing to provide loan but when I am closing the loan, they are least bothered as it is not benefiting the branch. Every Branch in delhi tells to goto Videocon Towers to close Auto Loan. Is that the procedure? Why does every branch sends people back to VT? Why is this not being looked into?
2. You dont publish branch contact numbers anywhere and the only place to get info is customer care. Do you now realise how incovinient it is when customer care gives you info and when you goto branch, info is not applicable. Of you publish branch contacts, we can atleast call before going and not waste time.
3. I am paying approx 10,000 rupees extra for fore closing my loan which includes charges and service tax, is this the service which you are charging for?

I am located in Pune and was the reason why i wanted to close this early in Delhi as I was about to head back to Pune

Please look into the issue. I believe a lot of people are being sent to VT to close loans as braches are not interested in providing service that doesnt directly benefits them.

Please feel free to call me at below number in case you need any info.

Name: Piyush Tomar
Loan Acc no: LADEL00021956874
Ph: 91 9503322561

Hi Piyush,

We are sorry to hear about your experience. We have made note of your mobile number. We'll contact you and work to address your issue at the earliest.

Regards,
ICICI Bank Customer Service Team.