My struggle with Dominos - again

I did not learn any lession from my earlier experience http://jayant7k.blogspot.com/2011/03/encounter-with-dominos.html

Let us see how frustrating is it to get a duplicate invoice from Dominos. Question - is Dominos fudging its records to avoid Tax.
I ordered a lot of pizzas for my kids party. It was a bulk order placed on phone and the payment was by cash.
I called back the next day to get a duplicate invoice, which i can use for corporate reimbursements - my organization has this policy and I still had some budget pending. I was told that Dominos cannot generate a duplicate invoice on the next day. So, i raised a support ticket at with an email to GuestCareDominos@jublfood.com .I was given a reference no 7897434. And i got a call where i was connected to the restaurant to get the invoice. The restaurant again denied giving a invoice. And my call was disconnected.

This was my first call.

My second call went like this:
Dominos - Would you like to place an order.
Me - I have a concern for which the ticket no is 7897434.
Dominos - Can i get your phone no ?
Me - 9XXXXXXXXX
Dominos - Order no
Me - 33
Dominos - Sir, when was the order placed
Me - XX-XX-2018
Dominos - Sir, we can generate duplicate invoice for orders placed on that day only.
Me - But, i need the invoice.
Dominos - Sir, but we do not have it.
Me - Connect me to your manager
Dominos - Connects me to the restaurant. The manager Mr Anil from park plaza restaurant, indirapuram comes on the phone.
Anil - Sir, we can give you an invoice on an A4 sheet paper - come any time in afternoon & collect it from Mr. Gyan in the restaurant.
Me - Great.

Next day, I went to the restaurant to collect the invoice.
And i see Mr. Gyan - who again refuses to generate the invoice. I ask him to call Mr Anil, and Mr Gyan is reluctant to do so. Maybe he was thinking about his appraisal. BTW, I call up dominos at 1860-210-0000 and it was at this time the ordeal got rougher.

3rd call
Dominos - Would you like to place an order.
Me - I have a concern for which the ticket no is 7897434.
Dominos - Can i get your phone no ?
Me - 9XXXXXXXXX
Dominos - Order no
Me - 33
Dominos - Sir, when was the order placed
Me - XX-XX-2018
Dominos - Let me put you on hold while I connect you to the restaurant
Me - I am standing at the restaurant.
Dominos - Sir, let me connect you to the restaurant. [It seems the guy has hearing or understanding problems]

While i wait for the "tune" and they connect me to the restaurant, my mind starts thinking...

Why do i have to keep repeating my complete history everytime i call. Dont they have a CRM? Where they know what is happening with their customer. What f***ed up organization runs their IT. I looked it up later and it seems they do not have a face for their technology team. http://www.jubilantfoodworks.com/wp-content/uploads/2018/11/Leadership_Dec.jpg I can see a Mr Anand Thakur. Maybe he should think about having a CRM
The phone behind me Rings. The lady at the phone picks up. While I am standing just behind her - she talks to me on the phone. When I tell her, that she is talking to me - she disconnects. And i am again redirected to Mr. Gyan to get my invoice. Mr Gyan again denies from generating the invoice. My brain is now on fire. A very simple task as to generating a duplicate invoice is such a hassle for Dominos. Why cant they generate duplicate invoice ?

4th call
I again call up their central help-desk no. Again play the 10 stupid questions game.

In the mean time i somehow convince the "Appraisal Man" - Mr Gyan to call up his Boss.
Reluctantly Mr Gyan calls up his manager Mr Anil - who is not available. He is enjoying his holiday without giving any instructions regarding his promise to a customer.That is how little these guys think about a customer.

Somehow the 10 questions get over and I ask for the supervisor. Now comes this super busy lady Ms Upmeet. She is also unable to connect to the Manager Mr Anil. It seems the manager Mr Anil, purposely gave me an afternoon slot for a visit to the restaurant. He would get his portion of sick pleasure to see a customer bang his head while he sleeps at home. Mr Upmeet connects to the restaurant and talks to someone about giving me the invoice and then abruptly disconnects.

5th call
Thanks to jio, we now have unlimited talk time at very cheap rates.
Mr Gyan is conveniently ignoring me.
As soon as the call is picked up - i ask for Ms Upmeet. But Ms Upmeet  [I will call her Ms Busy] has moved into a meeting.
I again play the 10 stupid questions game - [ Mr Anand Thakur - I will help you to get a CRM for free - i think ]
Just then the shift manager Mr Pankaj arrives. He somehow convinces Mr Gyan [ who is still ignoring me ]  to copy paste the order on an A4 sheet and give me a hand made invoice.
The game of 10 questions is now over and the call is again disconnected.

6th call
I again thank Jio and make my 6th call.
Mr pankaj [My saviour] has finally been able to create a hand made invoice with his sign and company stamp. I think this should work.
The call is again picked up by someone - and I ask for Ms Busy.
Me - I want to talk to Ms Busy
Dominos  - Sir, can i know your concern.
Me - This is my 6th call - I have played your game 6 times now. I cannot play anymore. I was talking to Ms Busy, and the call got disconnected.
Dominos - Sir, let me check with Ms Busy.
Me - okay
Dominos - Sir, Ms Busy has moved into a meeting and will not be able to attend the call.
I know Madam Umeet that you saw a frustrated customer and ran into a meeting to avoid talking to the customer.
Dominos,if you have such managers who are either unavailable or hiding from customers, your organization life span is very short.
Dominos - Sir, I will arrange a callback from Ms Busy.
Me - I know that I will not be getting the call. Ms Busy has fled the battle of words.
I thank Mr Pankaj for the handmade invoice and return.

All this for generating a duplicate invoice.
My afterthought is that If I order online, my invoice is emailed, smsed to me - since I am making the payment online. The question here is whether Dominos stops generating invoice for cash orders - that will help them avoid tax on cash transactios.
Food for thought for all of us who still make cash transactions.

A rant on Uber and Ola

Uber and ola have been in India for a long time now. Why do I want to rant about them now ? Read on. I promise it is interesting.

What happened with Uber ?

Uber keeps on sending me promo codes, but whenever I try to use them, i am told that the code is not valid for me. I used to ignore it in the past. But last week, when I was planning my ride, i thought of asking uber - why do they send me promo codes which are useless to me. Maybe they have a bug and I since I point it out to them, I may get some goodies from them. On asking about the same, I was told that promos have been deactivated on my account due to suspicious activities. Now, if i had done some "suspicious activities", i would have been ok with this response. But, being flagged without doing anything is not something I would look forward to.

After multiple to and fro, I realized, that it is some customer support typing the same message with different word combinations - as he is not capable of doing anything else. Here is a the complete dialogue - with jumbled words conveying the same meaning repeatedly.

Hi XXXX,

We understand the disappointment this may have caused. Unfortunately, since the promotions on your account have been disabled by the system, we would not be able to honor any promotions on your account going forward.

Though you may receive notifications regarding the on-going promotions, please know that will not be able to apply them on your account.

Rest assured, you will still be able to request for rides from your account as usual.

Hope this clarifies.

Sent by SB on Saturday, August 12, 2017 at 2:34:36 PM
Continue this conversation by replying to this email or going to help in your Uber app.
PREVIOUS MESSAGES
My earlier query still remains unanswered
Sent by XXXX K. on Saturday, August 12, 2017 at 2:30:58 PM
Hi XXXX,

Happy to explain. Uber reserves the right to adjudge and verify the eligibility criteria of any rider receiving a promotion discount.

Unfortunately, since your account has been flagged for violation of Uber's Terms of Service we will not be able to honor any promotions on your account.

Though you might have received a notification regarding the on-going promotion, it would only apply on the account when the usage is within these Terms and Conditions.

Appreciate your understanding!
Sent by madapana a. on Saturday, August 12, 2017 at 2:27:44 PM
My query still remains unresolved
Sent by XXXX K. on Saturday, August 12, 2017 at 2:16:53 PM
Hi XXXX

I am afraid I do not have further info as this is a system generated flag with no manual intervention in the process.

Our system is the same across the 300+ cities that we operate in. It flags suspicious accounts and disables the application of promotions on these accounts and in some cases even cuts off access to these accounts.

You will appreciate that these security features need to be built in to prevent misuse of our services and to prevent users from creating accounts for the sole purpose of taking free rides. You might not have had that intention, however, the system cannot differentiate between the two situations and frankly, there really is no way for anyone else to distinguish the two either.

I am afraid I really cannot be of any more help with this than I already have.
Sent by PS on Saturday, August 12, 2017 at 2:15:19 PM
So, what can I do so that your highly advanced system can allow me to use promos that your another advanced system is sending across? I have been using uber regularly. But this irritating attitude will force me to use other better services which will not have such advanced systems creating chaos with the end user.
Sent by XXXX K. on Saturday, August 12, 2017 at 2:13:53 PM
Hi XXXX,

Thanks for letting us know. Happy to help.

I am afraid I do not have further information, as this is a system generated flag with no manual intervention in the process.

Our system is the same across the 300+ cities that we operate in. It flags suspicious accounts and disables the application of promotions on these accounts and in some cases even cuts off access to these accounts.

You will appreciate that these security features need to be built to prevent misuse of our services and to prevent users from creating accounts for the sole purpose of taking free rides. You might not have had that intention, however, the system cannot differentiate between the two situations and frankly, there really is no way for anyone else to distinguish the two either.

I am afraid I really cannot be any more help with this than I already have.
Sent by Bhavana S. on Saturday, August 12, 2017 at 11:45:40 AM
Can you elaborate on this? If the system has disabled promotions, why do I still get offers? Why has the system disabled promotions on my account?
Sent by XXXX K. on Saturday, August 12, 2017 at 11:44:00 AM
Hi XXXX,

I sincerely apologize for the inconvenience caused. I checked your account and it appears that the use of promotions on your account does not comply with Uber's terms and condition. Consequently, the system has disabled promotions on your account.

However, please note that only the use of promotions has been disabled and your account continues to remain in good standing. This means you will be able to request rides as usual.

Appreciate your understanding in this regard.
Sent by Ajaj K. on Saturday, August 12, 2017 at 11:21:30 AM
Share Details : I am unable to use this promo code sent to me. Dear Rider, use code: OCCASIONS if you haven't already & get Rs. 50 off 10 rides on uberGO. Valid only for you, in NCR till Sun, 13 Aug. I get an error that the promo code is invalid.
What happened with ola ?

The above incident got me thinking. Maybe i should give ola a fair chance. So, after being with uber for a long time, I installed ola. And since, i wanted to use the cashless riding promo, I loaded some cash in my ola money. I still don't understand why Ola uses ola money. Why cant they simply integrate with already available wallets like Paytm or Mobikwik or something else.

Upon getting down at the airport, I booked an ola share. Surprisingly, at airport surcharge is always applicable, so you would get uber/ola at 2-3 times the original fare. And I was waiting at the specified pillar hoping that the car will arrive. After 5 minutes, when, i saw that the car is still not moving, I called up the driver and he told me that he is waiting in departures dropoff while I am downstairs at the arrival pickup. And since it may take him a lot of time and money (re-issue of entry ticket) I should come up to him.

So, I climbed up a very long flight for stairs and reached the departure. And sat inside the car. He requested OTP from me and I gave it to him. And he started the ride. Since my majority of my payment was via olamoney, only a very small amount (Rs 70) was coming as cash payment. Here is how the dialogue went.

Driver : You will pay me only 70 for a ride to indirapuram (my destination)
Me : Yes, rest of the payment is cashless via ola money
Driver : I cannot go to indirapuram in only 70 rs
Me : But, I am not paying you. I am paying ola and they have already deducted 700 from my ola money.
Driver : Please get down, I will not go in 70 rs.
Me : Ok.

I got down and called up ola customer care and narrated the incident.

Me : (Narrating the incident)
Customer care : Sir, we are really sorry for the incident. We will talk to the driver partner.
Me : But, why my ola money was deducted at the beginning of the ride ?
Customer care : Sir, I am sending a link via sms. Please click on the link and the money will be credited back instantly.
Me : Ok

I waited for the SMS for 5 minutes and called again. Again repeating the above conversation.

Me : But the last person i spoke to told me that the sms has been sent. I have not received it. Can you resend it ?
Customer care : Sir, i have just resent the SMS. You will receive it shortly.
Me : Ok

Now, I started cursing myself for using cashless mode. And thought of trying airport metro. Always try to avoid metro as it is very crowded. And carrying a backpack into a crowded metro is not very easy. Did not get any SMS, so called again after 10 minutes.

Me : SMS has been sent to me twice, but i have not received it.
Customer care : Sir, i can see that there is a problem with your account which is why the SMS has not gone from our system.
Me (thinking) : Today is a bad day. Even my newly created account is getting flagged. Maybe there is some problem with my name.
Customer care : sir, you will have to wait for 48 hours for the amount to be credited back to your ola money.
Me : Ok. What should I do for 48 hours ? Should I use uber ?
customer care : Sir, you can again load money into your ola money account
Me (thinking) : Do I look like a fool ? What if you do not refund my money even after 48 hours ?
Me : But I do not have any more money to give to ola.
Customer care : Sir, as per the terms and conditions, your money will be credited back in 48 hours ?
Me : Ok

After being stranded for 30 minutes, I am left without any cab or any money. And i am being shown the terms and conditions - which no-one ever reads. To hell with ola. I get out of the airport metro, book an uber and go home. Wrote a strong mail to ola to refund me the money from olamoney to my original account.

But, uber is not perfect

I have had many rides with Uber, and there are 2 instances where I faced major issues. One of which was handled well by Uber.

In the first incident, I was to travel to Gurgaon from Noida. It was raining and the uber driver simply refused to go to such a distant place. Also, he refused to cancel the ride and asked me to do the same. When I cancelled the ride, I was shown a cancellation charge. On talking with Uber, the same was refunded.

Second incident happened when I was in Indonesia. Indonesia has another uber competitor - grab - which surprisingly is a lot better than uber. Prices are extremely low and grab taxis are very easily available. Since, I have been using Uber in India, I thought of using the same in Indonesia. Some driver accepted the ride and called me up. Due to language issues, we were not able to talk and asked the hotel valet to convey our location to the person. After waiting for 10 minutes, the driver cancelled the ride. And i was charged the cancellation fare. Which I came to know a long time later. Though Uber waived off the fare later.

Another issue with Uber is the outstanding fare. Uber would prompt you to pay your previous due when you are at the final stage of booking. This is very inconvenient. An alert about outstanding fares and an easier way to pay it is something I would look forward to.

Verdict

• Use uber for cashless integration with paytm. If you are unable to use your promo code, Uber thinks you can misuse their system and has flagged you for suspicious activity.
• Use ola but only via cash. Do not try cashless with ola.
• Haggle with auto and taxi drivers, if you do not find uber or ola nearby.

How icici donated my gift and rewarded my loyalty

Imagine having an identity crisis. Imagine telling people to address you by your full name (first and last name atleast) and not by your last name only. Imagine a bank like icici addressing a letter to a "Mr. Kumar" instead of "Mr. Jayant Kumar". And imagine gathering reward points for 2 years and then the icici guys misdeliver the gift to some one else. That's what happened with me.

I will not be brief. I will elaborate each detail. I will let you know how i overlooked small issues from icici and how they finally made me believe that they cannot be trusted. Here is what happened.

Firstly a few months ago, i had asked for "Big baazar vouchers" in return of the reward points that i had. Well, after 15 days, when nothing happened, i mailed them and then i came to know that "Big baazar vouchers" was not in their stock now and so i would not be able to have them. My points were credited back (Thank god, they did not keep it). Then last month, i again saw the option of redeeming the reward points as "Big Baazar gift vouchers" and opted for it. I ordered gift vouchers worth 1600 points. I suppose it might amount to around 1000/- INR.

Again, when i did not get any response in 10 days time, i had the notion that again "Big Baazar Vouchers" might be out of stock and so i again mailed them. This time their response was like - the voucher has been dispatched on 31st march and received in my office on 2st april. And today was 12th. I got the office address confirmed from the icici guys and asked for the airway bill no. I was given the blue dart airway bill no and i contacted them. The delivery boy came over next day and handed me the receiving of the package. There was only 1 stamp of my office on the receiving and the name in front of it was "Mr. Kumar".

I was like "WTF!!!". How could my name be "Mr. kumar". There are so many "Mr. Kumars'" - similar to so many "Mr. Patels'", Mr. Shahs'", "Mr. Agarwals'", "Mr. Jains'".... How could you address a person by his last name only. Well, i contacted both Blue dart and icici to get clarification on my identity change. Then i got a call from the icici bank call center in chennai and some "Mr C.V.N.Bhoopal" called me up and told me that.
1. the packet was delivered to me at my office with stamp.
2. The name on the packet was "Mr. Kumar" which is a part of my name. I had a heated discussion with him on this, but this person was extremely rude and adamant. I would also say that he might be having a very low IQ. Since he was unable to understand the fact that unlike telephone numbers - names are not unique. And by taking away the first name, he could be addressing someone else than the person he wished to address. (I still remember, I had two "ankit shah"'s in my school and the only way to differentiate them was using their roll numbers or physical appreances).
3. And if i have not yet got the package, i should get in touch with the mailing room in my office.
And then i told him that they changed the name on the package to "Mr. Kumar" and i am not "Mr. Kumar". I am "Mr. jayant kumar". At this point, he bought the blue dart office into conference and asked the lady smita, i believe to read the name. When she told the name was "Mr. Kumar", he again told that it might be due to space constraints, and before i could confirm the same from the lady, he disconnected the lady. And then this highly trained "Mr C.V.N.Bhoopal" started forcing me to listen to him. He would not listen to any reason or logic. All he would say is that "We delivered the package to your office with stamp. Now it is your duty to collect it." He would not listen to the fact that the package was not addressed to me. Maybe that is how icici trains their call center guys - so that they "do not" listen to logic and reason and are always "in your service".

That was the point when i went through all the links on different sites which would tell me how to take care of this situation. And after lots of reading i realized that.
1. ICICI wont listen to you. "Hum hai na..." means they would always be there - troubling you and reminding you that they are here. For them the client is nothing - cause they have so many - they dont care if a few go else where.
2. I came across cases where they have blocked bank accounts for some discrepency in credit card bills which was still to be resolved.
3. And cases where even after full payment of credit card, they entered the person's name as a defaulter - so that he could not avail further credit from any bank.
4. And ofcourse cases where rogues are sent to the peoples who have not paid "wrong" credit card bills.
Just do a google on "icici credit card complaints" and you would see lots of such issues.
I dont know which "code of ethics" do these icici guys follow. I believe there is one "Make money - dont give a damn for humanity" - the same that most thieves follow.

I again contacted the blue dart person and asked if they have changed my name on the package for space constraints. And they told me that they are not allowed to do that. And then it struck me - why would delivery guys tamper with the name on the package. What would they get out of it? - nothing
And i got a mail from blue dart regarding this.
==================================

Dear Sir,

Thank you for writing to us.

The clarification on the name part has to be sought between "icici bank"
and "you".Bluedart has no role in making name changes/amendments.Please
speak with icici bank and clarify.

In case of any assistance feel free to write back to us.

With Regards
Sonal Srivastava
Sr. Executive - Customer Service
Blue Dart Express Ltd
centralized customer Service# 011-66111234


________________________________

From: Jayant Kumar [mailto:jayant7k@gmail.com]
Sent: Saturday, April 19, 2008 1:02 PM
- Hide quoted text -
To: SONAL S /CS /DEL NRO/SR.EX
Subject: Re: non receipt of package


Hi Sonal,

the icici guys called me this morning and we had a telecon with the blue
dart personnel from where the package was sent(i think chennai).
The blue dart girl - i think smita said that they had changed the name
due to space constraints.

Please clarify the same. Icici bank refuses to accept that they have
changed my name from "jayant Kumar" to "Mr. Kumar"

Regards
Jayant
http://jayant7k.blogspot.com
===================================

And then "Mr. C.V.N.Bhoopal" forwarded me the "terms and conditions" document which stated that "They are not responsible for packages lost within office premices". Even if the package was wrongly addressed (i added that).

The moral of the story is that

1. Dont trust banks. No matter how long and loyal have you been to them. They wont wait for a second in breaking your trust.
2. Never take loans and credit cards from the bank in which you have your savings account. So that in case of any confusion with credit bills and dues, your savings account is safe.
3. Dont expect anything from the government. The rbi does lay down some rules and regulations and also ensures that it is followed, but once you get entangled in them, it is a very long process. Avoid getting entangled unless you are in a bad situation.

I had 4 threads of mails to icici - 2 from my email account (a general thread and a level 3 complaint thread) and another 2 from icici's email account. And here is both of them. You would see that they try their best "Not" to admit their mistake and repeat themselves - sticking to their "terms and conditions". I have cleaned up all the junk that they send below their mails.

And the best part was, i got a call from icici regarding "Why i want to cancel my credit card?". When i told them that i was unsatisfied by their service, the call center guy asks me "What happened sir? Can i be of any assistance?"(quite sympathetically).

===========================================================================================
Thread 1 : from gmail.com (level 3 complaint thread) - no reply received after 5 days also
===========================================================================================

Dear Ms. Yalala,

The gift has been delivered to my office, as i had written in my earlier mail also. But it was not addressed to me. It was addressed to "Mr Kumar" instead of "Mr Jayant Kumar" and was delivered to someone else in one of my 6 offices in noida.

How can a reputable bank like icici make a mistake in the name of a person? How can you put partial name on the letter and expect it to be delivered to the right person?

And after that i was shocked by the rude and adamant behaviour of the call center executive who called me. Instead of listening and solving the problem he was just trying to force himself on me.

Hence i have asked for the closure of my credit card which has been accepted via service request no sr63613321. I am supposed to get a confirmation on the cancellation by 29th April 08.

Regards
Jayant
- Hide quoted text -


On Tue, Apr 22, 2008 at 5:42 PM, Ernstandyoung wrote:

Dear Mr. Kumar,

We understand your concern.

We have forwarded request to the department to check the status where the gift has been delivered.

We will write to you with the status within 5 working days.

We request you to co-operate with us to resolve the issue.


Sincerely,

Pallavi Yalala
Customer Service Manager
ICICI Bank Limited


-----Original Message-----
From: customercomplaints@icicibank.com (customercomplaints@icicibank.com)
Date: Saturday, April 19, 2008 02:58 PM
To: headservicequality@icicibank.com (headservicequality@icicibank.com)
Subject: level3complaint/ Credit Card


Name: Jayant Kumar
Product: Credit Card
Account No: XXXXXXXXXXXXXXXX
Application No:
E-mail address: jayant7k@gmail.com
Mobile no: 98XXXXXXXX
Telephone no: +91--
Service Request(SR) No: SR28942580
Details of complaint: I had asked for big baazar gift vouchers (item code SR0301) in return of my 1600 points. On 12th, after about 10-12 days of putting the request, when i did not receive the vouchers, i raised a query regarding the same. After this, i was given the Blue Dart AirWay bill no 390XXXXXXXX and told that the voucher was received by my office on 2nd april 08.
When i contacted blue dart with this airway bill no, they gave me a receiving in which the package was sent to someone named "Mr Kumar". I confronted the blue dart guys regarding the change in name from "Jayant Kumar" to "Mr Kumar" and they told me that they have not changed the name. In fact they could not change the name on the package.

So, i wrote a mail to the bank regarding the wrong name on the package from the bank's side. And Mr C.V. N.Bhoopal from chennai called me. First of all he was adamant that the blue dart guys have changed the name on the package and then was totally uncooperative and rude.

My question is why would the blue dart guys change the name on the package. And it is difficult to track the package if it has been delivered to the wrong "Mr Kumar". There are 1500 person in noida spread among 6 offices. Out of which there are 35 "Mr Kumar".

Do you expect me to call all of them and ask for a letter which was addressed to them?

I hope to get a solution regarding this from you.

Regards
Jayant
--
http://jayant7k.blogspot.com

========================================================
Thread 2: from icici's email account (Mr. C.V.N.Bhoopal)
========================================================

Dear Mr. Kumar,

We had initiated a service request number SR63772671 for cancelation of your credit card account.

We request to wait for 7 days to know the status.

Sincerely,

C.V. N.Bhoopal,
Customer Service Manager,
ICICI Bank Limited.

-----Original Message-----
Date: Monday, April 21, 2008 08:39 PM
To: infinity_am@icicibank.com (infinity_am@icicibank.com)
Subject: RE: Credit Card

I know that the name in your records is "jayant jagatbandhu kumar". But the package was not addressed to me. It was addressed to "Mr Kumar". I have confirmed this from my office's mailing room. It has been delivered to some "Mr Kumar" in another office. And the person might have used the vouchers by now.

Such type of irresponsible is not acceptable from icici bank.

And Mr. Bhoopal, that is not the way you talk to me or any other customer.

Please cancel my credit card. I do not wish to continue using your credit cards.

Another unsatisfied customer
Jayant Kumar

-----Reply Separator-------Dear Customer,

We wish to conform that, your name in our records is JAYANT JAGAT BANDHU KUMAR. We request you reconfirm your decision of cancelation of the card.

Sincerely,

C.V. N.Bhoopal,
Customer Service Manager,
ICICI Bank Limited.

-----Original Message-----
Date: Sunday, April 20, 2008 11:26 AM
To: infinity_am@icicibank.com (infinity_am@icicibank.com)
Subject: RE: Credit Card

My name is not Mr Kumar. My name is Mr. Jayant Kumar. How can you change my name/identity like this.

Regards
Jayant

-----Reply Separator-------Dear Mr. Kumar,

We clarify that Big Bazaar Vouchers item code SR0301 dispatched through Blue Dart courier Airway Bill Number:390XXXXXXXX on 31st march, 2008, has been collected on 2nd April 2008 at your office address

For faster resolution of your query, we tried to reach you on mobile 98XXXXXXXX, however you were not contactable.
Sincerely,

P, Gopala Krishna
Account Manager
ICICI Bank Limited

-----Original Message-----
Date: Saturday, April 12, 2008 11:40 AM
To: infinity_am@icicibank.com (infinity_am@icicibank.com)
Subject: Credit Card

Hi,

I have put a request to get "Big Baazaar vouchers" for credit card points of 1600/-. The request has been put for almost 2 weeks. Yet, i have not received any vouchers till date.

Please let me know, by when would i be getting the vouchers.

Regards
Jayant

=====================================================
Thread 3: from icici email account
=====================================================

Dear Mr.Kumar,
We acknowledge receipt of your e-mail regarding your credit card account.
Please accept my sincere apologies.

We understand your concerns about the issue and regret the inconvenience caused.

We initiated Service Request sr63613321 for cancellation of your credit card.

You will get the status on April 29, 2008.

Looking forward your cooperation to serve the best service always.


Sincerely,

Veera Hanuman
Accounts Manager
ICICI Bank Limited

-----Original Message-----
Date: Sunday, April 20, 2008 09:13 PM
To: infinity_am@icicibank.com (infinity_am@icicibank.com)
Subject: RE: Credit Card

Hi,

I am not accepting your apology cause you have not yet understood my problem.

I know that my name in your records is "Jayant Jagat Bandhu Kumar".

But the package was delivered to "Mr Kumar" instead of me.

I am highly unsatisfied with your service and un-understanding behaviour.

I would not be picking up your calls because your call center executives are rude, adamant and abusive.

So, i do not wish to continue using your credit cards. Please close/cancel my credit card no XXXX-XXXX-XXXX-XXXX.

Another unsatisfied customer.
Jayant

-----Reply Separator-------Dear customer,

We apologize for the inconvenience caused to you.

We confirm that your name in our records is JAYANT JAGAT BANDHU KUMAR and we inform you that the gift item redeemed was delivered at your office security desk.

We request you to contact your security desk for further assistance.

We wanted to speak with you on your mobile number 98XXXXXXXX to give you this information.

Sincerely,

Abhilash reddy
Account Manager
ICICI Bank Limited

-----Original Message-----
Subject: Credit Card

Hi,

I am highly unsatisfied by your call center personnel and their way of talking. They are rude and uncooperative.

First of all you change my name from "jayant kumar" to "kumar" so that my package is misdelivered. And then you deny taking any responsibility for it.

The Blue dart guys say that they have not changed the name. I have their receiving copy and i could see long names like "Dharampal Satyapal" on it. I think "jayant kumar" is shorter than that. And i dont think that a big company like blue dart would change the name/identity of the person just like that.

We have 1500 employees spread over 6 offices in noida. If the name has been changed, it could be with any "Mr Kumar" in any of the 6 offices in noida. It would be very difficult to track it.

I have not received the gift vouchers worth 1600/- points yet. Please deliver it to me or credit my 1600/- points back.

If you have not changed my name from "jayant kumar" to "kumar", can you give me some visual proof like photocopy of the package for it.

Regards
Jayant

===============================================================
Thread 4 : from gmail.com (in response to terms and conditions)
===============================================================

Dear Mr. Kumar,

For quicker resolution of your query, please write to us through the "Email us" option at www.icicibank.com

We have taken a request for cancellation of credit card.Your request number is sr63613321.

The status of this request will be intimated to you by April 29,2008.

Sincerely,

Aashish Konkaney
Customer Service Manager
ICICI Bank Limited

-----Original Message-----
From: Jayant Kumar (jayant7k@gmail.com)
- Hide quoted text -
Date: Monday, April 21, 2008 10:12 AM
To: ICICI Bank Customer Care (customer.care@icicibank.com)
Subject: Re: Terms and Conditations
- Hide quoted text -

Dear Mr. Aashish Konkaney

Please cancel my credit card.

Once you have trained your staff for appropriate behavior, you can get in touch with me for issuing a new credit card.

Please cancel my credit card at once.

-Jayant Kumar

On Mon, Apr 21, 2008 at 9:55 AM, ICICI Bank Customer Care wrote:

Dear Mr. Kumar,

For quicker resolution of your query, please write to us through the "Email us" option at www.icicibank.com

We focus considerable effort on training our staff to ensure high levels of service and we shall further strengthen our initiatives in this direction based on your feedback. We earnestly hope that the negative experience you had will not come in the way of your availing our facility.

We request you to reconsider your decision for card cancellation.

Looking forward for your kind co-operation.
Sincerely,

Aashish Konkaney

Customer Service Manager

ICICI Bank Limited


-----Original Message-----
From: Jayant Kumar (jayant7k@gmail.com)
Date: Sunday, April 20, 2008 09:29 PM
To: ICICI Bank Customer Care (customer.care@icicibank.com)
Cc: headservicequality@icicibank.com (headservicequality@icicibank.com)
Subject: Re: Terms and Conditations

Mr, Aqeel,

The question is: "Was the package addressed to me?" And the answer is no. The package that you delivered was not addressed to me. It was addressed to some "Mr. Kumar" and NOT to "Mr Jayant Jagat Bandhu Kumar".

Yes, you have delivered the package to my office security desk with stamp. But the package was not addressed to me, so i have not received it.

I do not wish to continue this conversation further. I know you would not accept your mistake.

Please cancel my credit card. I do not wish to continue using your credit cards.

Another unsatisfied customer
Jayant Kumar

On Sun, Apr 20, 2008 at 6:16 PM, ICICI Bank Customer Care wrote:


Dear Mr. Kumar,

We inform you that the gift item redeemed was delivered at your office security desk.

We request you to contact your security desk for further assistance.

We wanted to speak with you on your mobile number 98XXXXXXXX to give you this information.

For any further clarification, please contact us using the "Email Us" option on our website, www.icicibank.com.

Sincerely,

S M Aqueel
Customer Service Manager
ICICI Bank Limited


-----Original Message-----
From: Jayant Kumar (jayant7k@gmail.com)
Date: Sunday, April 20, 2008 11:26 AM
To: ICICI Bank Customer Care (customer.care@icicibank.com)
Subject: Re: Terms and Conditations

As for the "terms and conditions"

1. I waited for 10 days for the product to be delivered. I contacted you first on 14th.
2. Yes you could guarantee delivery upto the inward delivery desk only - but the package should have the right name on top of it.
3. I am not cancelling the order, my order still has not been delivered.
4. Please give me the proof that you have delivered the package. I think that it has not been 45 days since my request of the gift.
5. I have not received the package so i am not sure if the contents are damaged or not.

Regards
Jayant

On Sat, Apr 19, 2008 at 12:39 PM, ICICI Bank Customer Care wrote:


Dear Customer,

We request you check the attachment for terms and condition.

Regards,
C.V.N.Bhoopal
Customer Service Officer
ICICI Bank Limited

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http://jayant7k.blogspot.com