Mighty impressed with the Ombudsman

I have generally been happy with my banking relationship with ICICI Bank. They have a good internet banking system, and for years I have not had to go to the branch (and thank God! for that - the only time I went to the branch, it was chaotic, with hordes of people being served indifferently by rude bankers).

However, recently I came upon a mysterious debit in my bank account. The amount involved was not very large, around INR 6K, yet it merited some attention since it was totally unexplained. I therefore called up the call center, and found out that this was collection for a credit card. When I asked whose card it was, I was told that it was MY card!! I of course, know that I dont have any such card, so I probed deeper. I was told the card was issued in 2001!!! and that the last transaction had also been in that year!!

This was galling because of 2 things: 1) how can anyone debit my savings bank account without my authorization? forget the merits or demerits of this particular card, my bank account cannot be debited without my permission. 2) this credit card was issued 10 years ago - how was i to know if there was some 'insurance charge' or annual charge put on it at that time, and at the 36% rates that credit cards charge, had now become 6k. Theoretically, they could let it run for 100 years and present my grandkids with a bill for billions of rupees!!

I protested to the bank via various fora - the complaint mechanism, writing to the branch manager, calling up the call center etc etc. I got no satisfactory response. I then complained to the RBI Ombudsman online (it is a very simple process) and forgot all about the issue (of course I cut off all ties with ICICI Bank also).

Today, about 2 months later, I got a sudden call from ICICI Bank, saying that this was in regards to my complaint to the Ombudsman - they would reverse the debit, and clear all the outstanding on the card. So I am mighty pleased :-) and impressed!!

This is how IT and process streamlining is making life better for Indian citizens! Long live the IT revolution! Long live consumer protection!! Down with ICICI Bank - they probably do this to many people, and refund the few that bother to complain - I myself just happened to complain in a fit of pique - I would have not bothered a couple of hours later.