RBI Complaint against ICICI for EPM — Branch asks to withdraw complaint?

[Hackmebro]

Hi,

I applied for a ₹2 Cr home loan with ICICI and was assured by my Loan RM that after disbursement, my existing Emeralde card would be upgraded to the EPM variant. This was one of the key factors in choosing ICICI for my home loan.


However, post disbursement, the RM started ignoring my calls and messages. I followed the complaint escalation matrix and contacted customer support, but received only generic responses directing me back to the branch.


Due to lack of resolution, I filed a complaint with the RBI, citing mis-selling and explaining how the EPM upgrade was a critical part of the loan decision. The very next day, I received a call from ICICI Bank promising a resolution.

Now, three days later, I’m receiving repeated calls from my RM and the Deputy Branch Manager, requesting that I withdraw the complaint against the branch. They informed me that the backend team has raised three (SRs) — against the branch, the home loan department, and cc dept. They are pressuring me to send an email stating that I have no objection against the branch, and to withdraw that part of the complaint, assuring me that the complaint will remain open against the home loan and CC departments.

What should I do now? Do you think RBI might help me with this? I’ve asked RBI to compensate as well as ask them to upgrade my card to EPM.

 

[drsel]

Decision to upgrade to private metal is the sole decision of the bank.
RBI cannot intervene in that decision.

 

[drsel]

Regarding the complaint against the RM for mis- selling--
if you don't have any written proof, you don't have a case.
Oral communication is not enough

 

[Hackmebro]

Regarding the complaint against the RM for mis- selling--
if you don't have any written proof, you don't have a case.
Oral communication is not enough

I have written proofs and WhatsApp proof, same were submitted as proofs in RBI complaint.

 

[pinki]

I have written proofs and WhatsApp proof, same were submitted as proofs in RBI complaint.

Then don't withdraw the complaint, they should learn the hard way now 😤

These rm's are moron, they always try to trick customers .

 

[jk51]

Hi,

I applied for a ₹2 Cr home loan with ICICI and was assured by my Loan RM that after disbursement, my existing Emeralde card would be upgraded to the EPM variant. This was one of the key factors in choosing ICICI for my home loan.


However, post disbursement, the RM started ignoring my calls and messages. I followed the complaint escalation matrix and contacted customer support, but received only generic responses directing me back to the branch.


Due to lack of resolution, I filed a complaint with the RBI, citing mis-selling and explaining how the EPM upgrade was a critical part of the loan decision. The very next day, I received a call from ICICI Bank promising a resolution.

Now, three days later, I’m receiving repeated calls from my RM and the Deputy Branch Manager, requesting that I withdraw the complaint against the branch. They informed me that the backend team has raised three (SRs) — against the branch, the home loan department, and cc dept. They are pressuring me to send an email stating that I have no objection against the branch, and to withdraw that part of the complaint, assuring me that the complaint will remain open against the home loan and CC departments.

What should I do now? Do you think RBI might help me with this? I’ve asked RBI to compensate as well as ask them to upgrade my card to EPM.

Keep the complaint on, let them feel the heat. If it’s in your favor (not the EPM part necessarily but the compensation part) then it’s a win anyway. If it’s not then transfer it off to some other bank later on.