Why do ICICI Bank customers use unparliamentary language?

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.

ICICI Bank's IT systems do not validate the CITY & State against the PIN CODE.

ICICI Bank’s IT systems do not validate the CITY & 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.

ICICI Bank website has a mailbox system but they removed the COMPOSE option.

ICICI Bank website has a mailbox system but sometime back they seem to have removed the 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.

ICICI Bank form for changing communication address is read-only.

ICICI Bank form for changing communication address is read-only.

There is a hidden (under More option) SERVICE REQUEST to change the address. It does not work because the Javascript is unable to identify the Branch value.

Address change form does not work either.

Address change form does not work either.

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. That has its 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.

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. They are also on the phone all the time. Interns are worse. I once sat with one guy who would ask me one question and relay the answer and then reply whatever was told on the phone. This went on for several

ICICI Bank has a special link in the footer of every page for a page on the USE OF UNPARLIAMENTARY LANGUAGE BY CUSTOMERS.

ICICI Bank has a special link in the footer on its site for a page on the USE OF UNPARLIAMENTARY LANGUAGE BY CUSTOMERS.

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