I asked ICICI Bank to change the DOOR NUMBER in my address but they changed the CITY and STATE as well. Note that the PIN CODE is still in Tamil Nadu. Apparently, there are no data-validation triggers at the database level or the application level to check the CITY and STATE against the PIN CODE.
Compose option in the web-based mailbox has been removed
I have been a ICICI Bank customer from the time it was formed out of ICICI and then reverse-merged with it. It had the advantage of being formed at the time when the PC and Internet revolution had come to India. Hence, they had Internet-connected IT systems at a time when other government banks were still using big bulky ledgers. (ICICI Bank was a government bank but now FII own most shares.)
For some time in the initial years, they used to have e-mail support. They stopped it citing security threats from e-mail phishing. (The risk of phishing has however not stopped them from sending spammy emails with all kinds of credit card and e-commerce offers on a daily basis.) They also had a a web-based mailbox system on their website. It is now a useless archived system. There is NO COMPOSE option.
Web forms to change address are useless
There is a SERVICE REQUEST option to change communication address but it does not work. The fields are read-only.
IT systems designed to frustrate customers
Like most private Indian banks, ICICI bank wants to be like foreign banks catering to mostly big networth clients and corporate. But, given their propensity to lend to dubious customers and huge NPAs, they also need to target the mass-market segment. The latter has a downside. The frustrated aam janta will try solve problems in the manner that is best known to him. ICICI bank branches are always crowded. They have a token system. It does not work. By the time you realize it, you have wasted quite a bit of time. Then, there are trainees that are hanging around. You are afraid to talk to them because they will stick you with an offer for a credit card or a loan. The ones manning the counters seem to be extremely overburdened. They are also on the phone all the time.
Don’t put your best behaviour when you are at the branch. You don’t want to wait for them to speak to you because they will not. They computer systems don’t work. The network does not work. Their printers don’t work. Their web pages don’t work. Interns are worse. I once sat with a guy who had a phone in his ear. He would ask me a question and then relay my answer to the guy on the other end of the phone line. The other guy would ask him to ask another question and he will repeat that to me. This went on for quite a while. He spoke softly into the phone as if to hide what was going on. Smooth!