ICICI Bank Customer Service SUCKS!

I am an ICICI Bank Credit Card customer for more than 5 years now. I was issued a silver card back then and was upgraded to Gold Card 3 years back owing to my clear credit record. I am a Gold customer since then and have maintained the same clean record.

Last month, I forgot to make the payment on time (just slipped out of my mind) and made it 2 days late. On Friday, I received my bill on which I was slapped a Rs. 400 fine and some service tax on it, taking the total to Rs. 440 something. When I called the customer service, I was told that bank is not considering any reversal. I asked to speak to the manager and was told as he is busy with some other call, I cant speak to him. I told the customer support guy to atleast take my complaint which he did. I was given the assurance that I will hear from the bank about this by Saturday night.

Since I did not receive any reply, I called the helpline once more few minutes back and told my case. The phone agent told me that no complaint was lodged on Friday and no communication is pending from bank's side. I was shocked to say the least! The previous guy had blatantly lied to me. I told this person about fine reversal and he too told me the same about no reversal being possible. I told him, well in that case ICICI should cancel my card and I will clear the outstanding without paying the fine. Then I was told to hold the line.

After 3 to 4 minute of holding the line, I was informed that my reversal is accepted and a confirmation SMS will come to me within an hour. I also lodged the complaint against the person who bluffed me on my last call on Friday. Lets see what happens.

I think ICICI should take some lessons from their competitors in customer service.