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I thought the bank was really efficient until I lost access to my online account and struggled to log in again
I have two fixed-rate bonds with Icici Bank UK, one for £10,000 and one for £5,000. Until last April, I thought the bank really efficient. However, when I tried to log on at the end of April to check that the interest had been paid, I was unable to. I called the helpline and was told that as I had not checked my account for several months, my ID had been deactivated. They would send a new password in the post and I could reinstate myself.
The password came, but I was still unable to log in. Several more phone calls ensued. Each time the call centre operatives were polite, but unable to resolve my query. The main stumbling block was that a pop-up saying "invalid branch ID" kept appearing. They wanted a "screen dump" of this pop-up but it was impossible to strike any key until I had closed it. So I ended up drawing them a picture.
I have now requested that I get my money back with no loss of interest. They have not responded to this, or to my recent requests to call. JK, Leeds
After looking into your case, Icici says the problem was due to a technical error that led your account to be mapped incorrectly in its systems. "As a result, when she tried to log in, the system did not recognise her as a valid user and gave an error message. As this was a unique case, it took time to investigate thoroughly," it says.
This is now resolved and you have been able to access the account. Unusually, Icici's head of complaints has rung you to explain what happened. You probably wouldn't have got that from another bank.
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Miles Brignall
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