I think , it can only be resolved and avoided by thebank if they have efficient communication systems & Standardization of the opertions among all india branches.
I also feel the bank is fully responsible for the unconvinience caused to the customer.
First of all, the patience shown by RN should be lauded. From the outset, it is very clear that the bankers are trying to cash in on every opportunity available to them.. Any replies by the bankers for queries of customers should have a proper and exact address to the complaint which is vague in this case The details sought by RN was not properly addressed by the bankers due to their ignorance of information or due to their sluggish attitude towards customers wants.. While issuing letters to customers for correspondence with other branches of the same bank, the sender branch has to send an intimation to the addressed branch for effectively completing the transaction required by the customer involving two or more branches of the same bank, which is absent in this case due to lack of internal policies adhered to by the bankers.. Had the person taking loan is ignorant of the informations related to it, he would have paid exhorbitant amounts for pre-closure of their loan Mr. RN had the option of going thro consumer movements to bring this type of purposeful delays made by the bankers.
After reading the entire case it is obviously evident that it is ICICI Bank as they are the ones who have grown too fast without putting their back-end processes and systems in place. I have on many occasions faced numerous problems with ICICI Bank be it relating to Banking, Credit Cards, Demat accounts or Loans.
Complaints addressed to their Chairman Vaghul or MD Kamat evoke no response.
ICICI Bank is in a pitiable condition and entangled in a myriad of service failures.
1) No clarity of rules amongst employees in the bank branches wkg. in Loan section . 2) No accountability , hence , no uniform answer from the employees . 3)There cannot be 2%-4% charge for foreclosure . Because of nonclarity such statements have been made by the employees . It can be either 2% or 4% . 4)Harassment suffered by Ram Naresh was due to ignorence of employees which leads to noncommital and delays in responding . 5)In any bank, Loan section has to handle various cross section of people . Hence , persons(not a particular person ) wkg. there need to know the rules thoroghly . 6)The employees who will be deputed to Loan section should be a dedicated lot . All of them should know to handle the customers to their satisfaction . Before placing any employee in any sensitive section like Loan section , an individual should be given thorough training both externally and internally (on the job training ). Then only all those problems will be overcome . P K Chatterjee
Manager must see that every person standing in queue before the said timings must be given atoken . If the person shows the token then the 2nd letter or statement given to the custemer must go invalid and NO HARRASMENT WHATSOEVER> THAT,S ALL
To my knowledge, this has happened due to the long hirarcy of staff & the lack of responsibility within the staff, i.e. the passover of responsibility from the top grade to the lover grade.
My best suggestion is bank people should not give the false comitment to the customer who is availing personal loan just to regain the customer like is fore closure will be done by 2% but the actula is 4%.
Before some one is giving the commitment they need to have the written policies from his or her higher authorities.
Bankers should make sure that customer should read all the terms and condition before sign the agreement documents which makes good sense and to avoid confusion.
bank should have the seprate department for the loan closure to track the record without confusion.
Even higher authorities recives the complaint call or mail from customer they have to consider the same to concern depetment person who is handling the case and then respond to the customer to give the correct information to the customer.
Even though not able to solve the problem call to the customer and explain him or her the situation and avoid the senario like not lifting the call and not responding the mail , which makes customer to get doubts and lot of confusion.
