My Thoughts !

2 months back, after the normal password change stuff, I forgot the new password of my ICICI Demat account. I applied for a new password thru the portal, but it was returned back saying invalid address. After 5 mins of waiting and a long call with the customer care "executive", I got them resend the password. It was sent back again for the same reason. It happened twice again. The last time, I was not ready to take chance. I followed up with the First Flight couriers and I was going there to the Peelamedu office every day and finally got my password - nearly after 2 months!(for a change, this time the mistake was not by ICICI)

When I asked them what was wrong with the address, I got this stupid answer: One of the delivery guys went for a long leave and they didn't have enough resources. And more over the password was sent in a ZB category, which means they should not hold it for more than a day or two. So they sent it back. The best reason to return it was to say that the address is invalid. WTF? When I asked whether they know how important the timely delivery of a demat account password, I got a sarcastic answer. I really got pissed off, but shouting there is of no use. I decided to hit them where it hurts.

Back to home and the first thing I did was to write a detailed mail to ICICI's helpdesk about what happened, and put the First Flight's Mumbai head office & regional head office in the CC. I said not to deliver any of the communication to me thru this courier and suggested them not to use this for anyone else also. The response was good. The FF Courier's head office guys contacted me for more info of what happened. After 2 days (probably probing into what exactly happened) they apologized and said it will not happen. I hope the Peelamedu guys would have got whatever they deserved or even more.

PS: In case you were wondering, the help desk guy @ ICICI direct did what he was trained to. He replied (luckily not Reply All) promptly with the step-by-step directions of how to apply the new password. I replied asking him to forward the issue to their superiors and take appropriate action. That worked. At least their supervisor could understand and promised me that they will take up the issue to concerned authorities in ICICI and thanked for the feed back.