Emails Template by Bilal Ahmed Shaik

2013
E-MAIL in BANK
Role of E-Mail
SHAIK BILA L AHM ED 8105609876, 8143786956
E-mail:bilal.ah med24@ima.manipal.edu
1. Closure of Account
November 19, 2013
Ref. No. ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Dear Mr./Ms. <Last Name>
We refer to your request for closure of Savings Bank account number __________.
We wish to inform you that the aforementioned account has been closed with effect
from _______________.
We have enclosed herewith payorder number __________ for Rs. ___________ being
closure proceeds of the said account.
We give below a breakup of the amount as follows :
Credit balance in the account as on __________ Rs._________

Less : Charges on closure of account Rs._________
Balance Rs._________
In case of any further clarifications please contact the undersigned by visiting the
branch. Alternatively you may also contact our 24-hour Customer Care Centre on
___________ or send us an e-mail using the "Email Us" option at www.icicibank.com or
write to us at our mailing address as per your preference.
Assuring you of our best services at all times.
Sincerely
<Name>
<Designation>
2. Notice for closure of an account to abusive customer
Note : There are two templates that are gi ven. The letter can be prepared on these lines. However
every letter will need to be legally vetted before it is sent to the customer
Letter No.1
November 19, 2013
Ref. No. ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Dear Mr./Ms.<Last Name>,
We write with reference to your phone calls to our _____________, _____________

and ___________ on various occasions.
We wish to place on record that ICICI Bank takes strong objection to the abusive
nature of your calls and suggest that you exercise restraint when communicating to us
including our directors and /or employees.
You had certain issues with the service provided by the Bank and we had made the
best possible efforts to address all the queries that you raised. I and our Nodal Officer,
Mr. __________ had met you personally to understand your issues and resolve them
amicably to your satisfaction. Though there were no service lapses on our part, we
took exceptional deviations to meet your levels of expectation as an additional service
gesture.
Inspite of all this, you have telephoned our ____________ and _________ and used
unwarranted abusive language while speaking to them. We confirm that your
relationship wtih the Bank is not progressing in a postitive manner and hence request
you to close all your banking relationships with us, as we object to and do not wish to
continue any banking relationship with a customer who has used such abusive language
while dealing with us.
In view of the above, we request you to visit your base ICICI Bank branch and execute
the closure formalities immediately on receipt of this letter. This is a notice for
closure of your account/s and we will be monitoring the closure process. In case the
account closure process is not effected from your end, the Bank reserves the right to
close your account/s after a period of 30 days from despatch of this letter, which
please note.
The closure of your relationships with the Bank will not affect your liabilities and
obligations and you shall be liable for satisfactory completion of all transactions
effected prior to the closure date. During the notice period, ICICI Bank shall enjoy the
same rights that it currently has, in respect of your accounts/any other relationship
that you have with the Bank.
Sincerely,
<Name>
<Designation>
Letter No.2
November 19, 2013
Ref. No. ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Ref : Your Savings Bank account with ICICI Bank, bearing number
_______________________
We write with reference to your visits to our _____________ Branch, and your emails
to ___________ and our __________ on various occasions.
Although we understand that you have raised certain concerns with regard to your
relationship with us, we assure you that efforts have always been made at our end to
address all the queries you have raised. However, we would also like to highlight that,
sometimes, mitigating circumstances, like systems downtime, policy-related issues and
compliance-related concerns, may compel us to convey decisions that may not be to
your entire satisfaction. These are, however, only the exception and not the rule. The
rule is to provide agreeable solutions, and that too at the first interaction itself; and
the complients we receive from satisfied customers through our website, by phone,
by e-mail and by letter- while indeed very heartening, serve to inch the bar higher.
ICICI Bank gives customer service paramount importance. Our personnel treat
customers with politeness, courtesy and respect at every interaction. Further, we wish
to place on record that resorting to provocative and un-parliamentary language or
rude and disruptive behaviour stretch tolerance, cause distress and impact on morale
and efficiency and is thus considered untenable by ICICI Bank and that therefore, we
take strong objection to the unpleasant nature of your emails and visits to the
__________ Branch and suggest that you exercise restraint when communicating with
us.
That, in view of the above unpleasant nature of your interactions with us and in view
of the policies of the Bank with regard to such instances, we must inform you with the
greatest reluctance and deepest regret that you are required to close all relationships
with ICICI Bank, with immediate effect.
That, we would also like to highlight that although we understand that despite the
acknowledged primacy that a customer in the service industry commands, the above
call has been taken to avoid a compromise in the level of service received by other
customers and that the closure of your relationship with the Banks shall not affect
your liabilities and obligations and you shall be liable for satisfactory completion of all
transactions effected prior to the closure date. Also, that during the notice period,
ICICI Bank shall enjoy the same rights that it currently has, in respect to your account
/ any other relationship that you have with the Bank.
In view of the above, we request you to visit your base ICICI Bank branch and execute
the closure formalities immediately on receipt of this letter. This is a notice for
closure of your accounts and we shall be monitoring the closure process. In case the
account closure process is not effected from your end, the bank reserves the right to
close your account/s after a period of 30 days from despatch of this letter, which
please note.
In case of any further clarifications with regard to the above matter, request you to
kindly contact the undersigned.
Sincerely,
<Name>
<Designation>
3. Refusal of account closure request for account in debit balance
19 November 2013
Ref No: ICBK/________/2009-10
<Customer Name>
<Address>
<Address>
<Address>
Dear Mr. / Ms. <last name>,
We write with reference to your letter dated <Month DD, YYYY> regarding closure of
your Savings Account xxxxx held with ICICI Bank, xxxxx Branch.
We wish to inform you that as per the terms and conditions applicable to Savings Accounts,
Quarterly Average Balance (QAB) of Rs. xxxxx was required to be maintained in your
aforementioned Savings Account. Since the QAB was not maintained, applicable charges were
levied to your account. We have enclosed herewith the schedule of charges for your reference.
We further wish to inform you that we were unable to process your earlier account closure
requests as your account was in a debit balance of Rs. xxxxx due to charges levied on account of
non maintenance of minimum Quarterly Average Balance.
We also wish to affirm that the status of your account closure request had been communicated to
you during your discussion with our branch officials on <month dd, yyyy>.
We therefore request you to fund your account with the requisite amount, and submit the account
closure request in the prescribed format along with any other deliverables at any of the nearest
ICICI Bank branch so as to enable us to process your request at the earliest.
We affirm that ICICI Bank at all times acts with due diligence, in good faith, and in no manner
prejudicial to the interests of its customers.
Sincerely,
<Name>
<Designation>
4. Intimat ion in status code change
November 19, 2013
Ref. No. ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We refer to your letter dated <Month, DD, YYYY> requesting for variant change of your
account.
We wish to inform you that your account has been upgraded/converted from a
___________ account to a __________ account.
The minimum quarterly average balance requirement now for the said account is Rs.
___________.
Sincerely,
<Name>
<Designation>
5. Delay in account opening (Salary account)
November 19, 2013
Ref No : ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Dear M r./Ms.<Last Name>,
We write with reference to your e-mail dated <Month DD, YYYY> addressed to xxxx regard ing opening
of your Savings Account with ICICI Bank, xxxx b ranch.
We wish to inform you that your Salary Account opening request has been successfully processed and your
account number xxxx has been activated on <month dd, yyyy>.
We wish to clarify that the form was sent to the HR of your Company on <Month DD, YYYY> for
authorisation and the duly authorised form was received by us on <Month DD, YYYY>. Subsequently the
documents were sent for further processing. This was conveyed to you by our official on <Month DD,
YYYY>.
We also wish to inform you that in accordance with Know Your Customer Gu idelines, we conduct a
verification of documents submitted alongwith the account opening application before opening an account.
Hence we were unable to process your request immediately.
We regret any inconvenience caused to you in this regard and look forward to other opportunities of
serving you in future.
In case of any further clarifications please contact the undersigned or visit the branch.
Alternatively you may also contact our 24 - hour Customer Care Centre or send us an
email using the "Email Us" option at our website www.icicibank.com or write to us at
our mailing address as per your preference.
Assuring you of our best services at all t imes.
Sincerely,
<Name>
<Designation>
6. Delay in activating I-Kit
November 19, 2013
Ref No : ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your letter/email dated <Month DD, YYYY e.g. March 16, 2009> addressed to
xxxx regard ing delay in act ivation of Savings Account number xxxx with ICICI Ban k, xxxx branch.
We wish to inform you that we were unable to process your account opening request submitted at xxxx
branch immediately as ____________________ (specify reason). Attempts were also made to convey the
same to you on your contact number xxxx. Ho wever due to our inability to get through your contact
number, we regret that this information could not be conveyed to you in time.
Further it was conveyed at the time of accepting the account opening request, that operations in the account
would be possible only post activation of the account. Accounts are activated within four days post
submission of the completed form. Since the completed form was received at our end only on <Month dd,
yyyy>, the account was activated on < month dd, yyyy>.
We wish to confirm that our branch official< name > had clarified the issue in detail during your discussion
on <month dd, yyyy>.
In view of the above clarification, we regret our inability to accede to your request for compensation.
We reaffirm that ICICI Banks policy is indeed fair to all its customers; and that it considers compensation
only when there are clear grounds for it.
In case of any further clarifications please contact the u ndersigned or visit the branch. Alternatively you
may also contact our 24-hour Customer Care Centre on xxxx or send us an email using the "Email Us"
option at www.icicibank.co m or write to us at our mailing address as per your preference.
Sincerely,
<Name>
<Designation>
7. Interest Advice for Payorder
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We refer to your fixed deposit number _______________ with us.
We have enclosed herewith payorder number __________ for Rs. ______ being monthly
interest /quarterly interest/Interest on renewal of/against fixed deposit number
_______________ for the period __________ to ___________.
Sincerely,
<Name>
<Designation>
8.Address Confirmat ion fro m the Bank
November 19, 2013
To Whomsoever It May Concern
This is to certify that Mr./Ms. ______________ is holding savings account number

____________ with ___________ branch since <Month DD, YYYY>.
The address as per our records as on <Month DD, YYYY> is:
<Address>
<Address>
<Address>
<Address>
The above letter is issued on the request of the customer & is without any risk &
responsibility on the part of the Bank or any of its signing officials.
For ICICI Bank Ltd.
Authorized Signatory.
9. Balance Certificate in INR-Balance certificate in fo reign currency
Format for issuance of Balance certificate (issued to client)
(to be printed on ICICI Bank Letter Head)
BALANCE CERTIFICATE
ICBK /././
Date:
To the Client
This is to certify that Mr. / Ms / M/s_____________________________ is

maintaining Savings Account / Current Account / Fixed deposit / Cash credit
facility / asset product (funded and non-funded) / EEFC / NRO / NRNR Account1
No. ___________________________with ICICI Bank Ltd. _____________________
branch, since _________________________.
The balance in his/her/their Savings Account / Current Account / Fixed Deposit /

Cash credit facility / Asset product (Funded and non-funded) / EEFC / NRO / NRNR
Account2 as at the close of Business Hours on ________________is Rs.
____________________(Rupees_____________________________________________
__________________________________________________).
[This is equivalent to USD ______________ (United States Dollar

_______________________________________________________) at the current
notional rate of 1 USD = _____.]3
This certificate is issued at the specific request of the customer and in accordance
with, and subject to, the terms and conditions applicable to the Savings Account /
Current Account / Fixed deposit / Cash credit facility / asset product (funded and
non-funded) / EEFC / NRO / NRNR Account4 .
For ICICI Bank Ltd.

Authorised Signatory
Format for issuance of Balance certificate (issued to client for a third party)
1
Any other accounts if applicable..
2
Any other accounts if applicable.
3
Delete if not applicable
4
Any other accounts if applicable.
(to be printed on ICICI Bank Letter Head)
BALANCE CERTIFICATE
ICBK /././
Date:
To Whomsoever It May Concern
This is to certify that Mr. / Ms. / M/s_____________________________ is

maintaining Savings Account / Current Account / Fixed deposit / Cash credit
facility / Asset product (funded and non-funded) / EEFC / NRO / NRNR Account5
No. ___________________________with ICICI Bank Ltd. _____________________
branch, since _________________________.
The balance in his/her/their Savings / Current Account / Fixed Deposit / Cash

credit facility / Asset product (Funded and non-funded) / EEFC / NRO / NRNR
Account6 as at the close of Business Hours on ________________is Rs.
____________________( Rupees ___________________
_______________________________________________________________________
______).
[This is equivalent to USD ______________ ( United States Dollar

____________________
___________________________________) at the current notional rate of 1 USD =
___.] 7
This certificate is issued at the specific request of the customer and in accordance
with, and subject to, the terms and conditions as applicable to the Savings Account
/ Current Account / Fixed deposit / Cash credit facility / assert product funded
and non-funded EEFC / NRO / NRNR Account8 . The bank disclaims any liability for
any credit related decision taken by any user based on the certificate.
For ICICI Bank Ltd.

Authorised Signatory
5
6
7
Delete if not applicable
8
10. Signature Verificat ion
For Signature Verification
STAMP
Signatures verifed as per our record wi thout any risk or

responsibility on part of the bank or the Official Signing
it
For ICICI B ank Ltd.
Authorised Signator y
Encircle the signature
This is not to be sent as an email. There is a form in the bank which looks like this. The customer co mes to the
bank for verification of his signature when he is applying for a passport or some other document. In this case
the customer comes to the bank and then signs in this form and the banker cirles the signature as done in the
template above and then the bank stamp is put in the box on the right and handed over to the customer.
11. Photograph Verification
For Photo Attestation STAMP
Photograph attested without any risk or responsibility

on part of the bank or the Official signing it
For ICICI B ank Ltd.
Authorized Signator y
Affix the round stamp like this
When the customer comes to the bank you need to give out the prescribed form from
the bank. The customer sticks his photograph and the bank puts the stamp on it. The
banker then signs in the square on the right of the page above authorized signatory,
and hands over the document to the customer.
This cannot be sent by e-mail.
13. Response to dispute in conversion rate applied in outward remittance
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We refer to your email dated <Month DD, YYYY> regarding the exchange rate applied
while processing outward remittance for ____________.
We wish to inform you that the rates provided on our website at the time of the
transaction are indicative rates for the current day. Even within a day, there are rate
fluctuations in the market and the card rates are modified at frequent intervals.
Transactions are processed by us during the day and rates applied are as per the card
rate schedule at that point in time.
Further, the rate of _____ communicated to you by the branch was the card rate for
______ (e.g. CAD) as on ___________. However, as the requisite documents were
submitted after the prescribed cutoff time, the transaction was processed the next
day at the rate applicable at that point in time.
In case of any further clarifications, please feel free to get in touch with our branch
officials.
Sincerely,
<Name>
<Designation>
14. Response to a complaint-request for waiver of charges with regards to increase in QAB
November 19, 2013
Ref No : ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your letter dated <Month DD, YYYY> addressed to the Banking Ombudsman
regarding Quarterly Average Balance (QAB) charges levied in your Savings Account ________ held with
ICICI Ban k, ________ branch.
We wish to inform you that as per the terms and conditions applicable to Savings
Account, QAB of Rs. 5,000 had to be maintained in your aforementioned Savings
Account till June 30, 2008. This has been further revised to Rs. 10,000 with effect
from July 1, 2008. Since the QAB was not maintained, applicable charges of Rs.
________ was levied to your account.
A communication regarding revision of minimum QAB from Rs.5,000 to Rs.10,000 was

sent alongwith the statement of accounts for the period January 1, 2008 to March 31,
2008. It is truly unfortunate that this communication escaped your attention. We
regret the disappointment. We are enclosing herewith a copy of the said
communication and schedule of charges for your reference.
We are however pleased to inform you that as a one time service gesture we have
reversed the QAB charges and credited Rs. ______ to your aforementioned Savings
Account on <Month DD, YYYY>. We would request you to maintain the requisite QAB
of Rs.10,000 in your account to avoid such charges in future.
In case of any further clarifications, please contact the undersigned or visit the
branch.
We affirm that ICICI Bank at all times acts with due diligence, in good faith, and in no
manner prejudicial to the interests of its customers.
Sincerely,
<Name>
<Designation>
15. Denial for wai ver of charges since one ti me wai ver was provi ded to the same customer earlier
November 19, 2013
Ref No : ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your letter dated <Month DD, YYYY> addressed to Banking Ombudsman
regarding charges levied to your Savings Account ______ held with ICICI Bank, ____________ branch.
We also refer to our earlier letter dated <Month DD, YYYY> wherein we had informed you about the
requisite Quarterly Average Balance (QAB) wh ich needs to be maintained in your account. Copy of the
said letter is enclosed herewith for your reference.
We wish to reiterate that QAB of Rs. 10,000 had to be maintained in your account. Since the QAB was not
maintained, applicable charges of Rs. _____ were levied to your accoun t. We are enclosing herewith a copy
of the schedule of charges for your reference.
We further wish to inform you that as a one time service gesture, we had already reversed the charges
debited to your account on <Month DD, YYYY> and <Month DD, YYYY>.
We therefore regret our inability to reverse the charges debited to your account on <Month DD, YYYY>.
In case of any further clarifications please contact the undersigned or visit the branch. Alternatively you
may also contact our 24-hour Customer Care Centre on ________or send us an email using the "Email Us"
option at www.icicibank.co m or write to us at our mailing address as per your preference.
Sincerely,
<Name>
<Designation>
16. Confirmat ion of QA B charges reversal and denial of co mpensation
November 19, 2013
Ref No : ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your letter dated <Month DD, YYYY> regarding Quarterly Average Balance
(QA B) charges debited to your Savings Account ____________ held with ICICI Bank, _______ branch.
We wish to inform you that your account is a regular savings account wherein a QAB of Rs. 5,000 had to
be maintained till June 30, 2008. Th is has been further revis ed to Rs. 10,000 with effect fro m July 1, 2008.
Since, the same was not maintained, applicable charges of Rs. _________ were levied to your account. We
are enclosing herewith a copy of the schedule of charges for your reference.
We are pleased to inform you that as a one time service gesture we have reversed the
QAB charges and credited Rs. _________ to your aforementioned Savings Account on
<Month DD, YYYY>. We would request you to maintain the requisite QAB of Rs.10,000
in your account to avoid such charges in future.
We however regret our inability to accede to your request for compensation. We

affirm that ICICI Banks policy is indeed fair to all its customers and that it considers
compensation only when there are clear grounds for it.
Sincerely,
<Name>
<Designation>
17. Debit Card Charges
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We refer to your email dated <Month dd, yyyy> to _________ regarding charges
debited to your account.
We wish to inform you that the charge amounting to Rs._____ debited to your account
on <Month DD, YYYY> is against the debit card issued to you. We understand from your
email that you do not wish to continue with the debit card. We would request you to
surrender the same to your nearest branch alongwith a letter for cancellation of the
card. This would ensure that no further charges would be debited to your account.
We trust the above addresses your concerns.
Sincerely,
<Name>
<Designation>
18. Cheque return charges - Insufficient funds
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your letter dated <Month DD, YYYY> regarding return of
cheque number __________ issued from your Savings Account _____________held with
ICICI Bank, _____________branch.
We wish to inform you that as per process, opening or day begin balances are only
considered for clearing cheques received through clearing. Since the cash amounting
to Rs. ___________ was deposited in your account only on <Month DD, YYYY> at
____p.m., we were unable to consider the same towards clearing the said cheque and
returned it unpaid with the reason __________. Accordingly applicable cheque
return charges of Rs. _________were levied to your account on <Month DD, YYYY>.
We have enclosed herewith a copy of the schedule of charges for your reference.
We therefore regret our inability to reverse the cheque return charges as it has been
levied in accordance with the schedule of charges. We request you to ensure sufficient
balance is maintained in your account before issuing a cheque to avoid any such
inconvenience in future.
Alternatively you may also contact our 24-hour Customer Care Centre on
____________ or send us an email using the "Email Us" option at www.icicibank.com or
write to us at our mailing address as per your preference.
Sincerely,
<Name>
<Designation>
19. Cheque lost in transit

November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your letter dated <Month DD, YYYY> to _______________
regarding non credit of cheques for Rs. ___________, Rs.___________ and Rs.
__________deposited in Savings Bank account no. _______________ with ICICI Bank,
_________________ branch.
We regret having to inform you that we have not been able to locate the said cheques
and they seem to have been lost in transit
We therefore request you to immediately contact the party issuing stop payment of
the cheque and obtain a duplicate cheque in its place. If it happens that the cheque
amount has been debited to the drawers account, please give us the debit certificate.
We again regret the inconvenience, and request an early response.
Alternatively you may also contact our 24-hour Customer Care Centre on ___________
or send us an e-mail using the "Email Us" option at www.icicibank.com or write to us
at our mailing address as per your preference.
Looking forward to your co-operation in helping us serve you better.
Sincerely,
<Name>
<Designation>
20. Delay in cred it of cheque-Funds
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your letter dated <Month DD, YYYY> to

____________regarding cheque number _________ deposited in your Savings Account
Number __________ with ICICI Bank, ___________ Branch.
We wish to inform you that the aforementioned cheque for Rs. __________ deposited
on <Month DD, YYYY> has been credited to your account on <Month DD, YYYY>. The
aforementioned cheque which was presented for clearing on <Month DD, YYYY> was
returned with the reason ____________. However, due to an oversight, the cheque
was not represented for clearing.
On receipt of your e-mail / letter dated <Month DD, YYYY>, we have represented the
said cheque in clearing on <Month DD, YYYY> and subsequently the proceeds were
credited to your Savings Account xxx on <Month DD, YYYY>.
We regret the inconvenience caused to you in this regard, we are however pleased to
inform you that we have credited Rs. ________ to your Savings Account on <Month
DD, YYYY> towards interest for the delayed period.
We request you to treat this incident in isolation and not as a reflection of service at
ICICI Bank. We also hope that the experience you had will not come in the way of your
continuing to expand your relationship with ICICI Bank.
Sincerely,
<Name>
<Designation>
21. Intimation of Clearing Suspension to Another Bank
November 19, 2013
Ref no.: ICBK/.
<Clearing House>
<Address 1>
<Address 2>
Dear Sir/Madam,
Suspension of <NAME> Branch operations
We have been compelled to suspend our <NAME> Branch operations because of

<mention reason>. We therefore regret our inability to participate in clearing until
further notice/today.
We affirm that this is only a temporary closure. We will resume services soon.
Sincerely,
<Name>
Branch Manager
22. Apology letter for cheque return
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your letter dated <Month DD, YYYY> regard ing return of cheque number
__________ deposited by you in Savings Account ____________ held with ICICI Bank, _______ branch.
We wish to inform you that cheque number ____________ dated <Month DD, YYYY> for
Rs. __________ issued by ________________ in your favour was received by us for
processing on <Month DD, YYYY>.
We regret having to inform you that the captioned cheque was inadvertently returned
by us for reason _______________.
We sincerely apologise for the inconvenience caused. We urge you to treat this
incident as an exceptional occurrence and not an indicator of our service levels.
We regret once again for the unpleasant experience. We are confident that in the near
future you would have a better banking experience with us.
Sincerely,
<Name>
<Designation>
23. Fo reign cheque lost in transit-Co mpensation
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your letter dated <Month DD, YYYY> regarding cheque
number __________ and ____________ deposited in your Current Account
________________ held with ICICI Bank, ___________ Branch.
We also refer to our earlier letters dated <Month DD, YYYY>, <Month DD, YYYY>,
<Month DD, YYYY> and <Month DD, YYYY> wherein we have confirmed that the
aforementioned Demand Drafts deposited in our ATM Drop Box at _________,
_________ Branch on <Month DD, YYYY> seem to have been lost in transit.
We request you to please contact the respective drawers of these Demand Drafts to
issue a stop payment of the said Demand Drafts and obtain duplicate / new Demand
Drafts in lieu thereof.
We regret the inconvenience caused to you in this regard. We however assure you of
our complete cooperation to resolve the issue at the earliest.
Further any charges borne by you on account of stop payment / DD cancellation / re-
issuance charges levied by the Correspondent Bank alongwith any other reasonable
charges will be compensated on producing relevant documents.
In case of any further clarifications please contact the undersigned. Alternatively you
may also contact our 24 hour call centre number or send us an email using the "Email
Us" option at www.icicibank.com or write to us at our mailing address as per your
preference.
Sincerely,
<Name>
<Designation>
24. IT refund cheque lost in transit
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
We write with reference to your letter dated <Month DD, YYYY> regarding Income Tax
refund order for Rs. __________ deposited in your Savings Account __________ held
with ICICI Bank, __________ branch.
We also refer to our various telephonic conversations and earlier letters dated <Month
DD, YYYY> and <Month DD, YYYY> sent to you in this regard. Copy of the letters are
enclosed herewith for your reference.
We wish to reiterate that the Income Tax refund order number _________ drawn on
___________ deposited across the counter / in the drop box on <Month DD, YYYY> was
reported as lost in transit. We therefore contacted the Income Tax department at
Panipat on <Month DD, YYYY> for issuance of duplicate refund order. We were
continuously following up with the income tax department and any information
received from them was communicated to you.
Further, during our last visit to the income tax department on <Month DD, YYYY>, they
requested us to provide a copy of the Income Tax return filed by you for the Financial
Year ________ - _______ to process your request for a duplicate refund order. This
was conveyed to you by the undersigned on the same day. However we have not
received the copy of the said Income Tax return filed by you.
We therefore once again request you to provide us the copy of the aforementioned
income tax return to enable us to resolve your issue at the earliest.

Sincerely,
<Name>
<Designation>
25. Unable to process deceased claim due to deficiency of documents- Locker without
nomination
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
This is with reference to your email dated <Month DD, YYYY> regarding the locker held
in the name of __________.
We wish to inform you that there is no nominee registered for the said locker.
We understand from Mr. _____, Branch Manager - __________ Branch that requisite
documents for settlement of claim on locker was sent to Mrs. ________ on _________.
Further, the Branch Manager had also spoken to Mrs. _________ on ____________
clarifying concerns as raised in her email to him.
We have once again sent the documents to _____________ on ____________ via

____________ courier, AWB No. _____________. We understand that the same has also
been received by her. We would request you to submit the completed documents to
the branch at the earliest for settlement of the claim.
The documents to be submitted are as detailed below :

1._______________
2._______________
3._______________
4._______________
5._______________
6._______________
We further wish to inform you that access to the contents of the locker can only be
provided post receipt and execution of the said documents. Also as a service gesture,
we would waive off the outstanding rent on the locker.
We trust the above clarifies.
Sincerely,
<Name>
<Designation>
26. Inability to renew FD beyond 30-90 days of maturity
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>

We write with reference to your letter dated <Month dd, yyyy> regarding your
concerns towards Fixed Deposits ____________ and ___________ held with ICICI Bank,
___________ Branch.
At the outset, we wish to inform you that due date notices' are sent to customers one
month prior to maturity of the Fixed Deposit.
We also wish to inform you that the duly discharged physical receipt/a request has to
be submitted to enable us to renew or close the same. Since we were not in receipt of
the Fixed Deposit Receipt/request letter, we were unable to process your request.
Accordingly on receipt of the discharged Fixed Deposit Receipts/request at ICICI Bank,
____________ branch, we have processed your request and credited the maturity
proceeds of Rs. ____________ to your Savings Account ____________ on <Month DD,
YYYY>.
Further we are also pleased to inform you that as a service gesture we have credited
Rs. __________ and Rs. __________ to your aforementioned account on <Month dd,
yyyy> towards interest for the period the funds were lying with us i.e. from _________
to ______________ .
We hope you meet the above explanation with understanding and acceptance. We
affirm that ICICI Bank at all times acts with due diligence, in good faith, and in no
In case of any further clarification, please contact the undersigned on _____________

or our 24 hour call centre on __________________
Sincerely,
<Name>
<Designation>
27. Delay in creating Fixed Deposits due to banks error
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We refer to your email dated <Month DD, YYYY> regarding your fixed deposits with
ICICI Bank, _________ Branch.
We have noted your valuable feedback on the level of service that you have
experienced while interacting with us. We sincerely regret the inconvenience and have
taken cognizance of the same.
We wish to inform you that, of the three fixed deposits you wished to open with us,
one fixed deposit was inadvertently not opened. On your bringing this to our notice,
we have immediately taken remedial action and the fixed deposit has been opened on
<Month DD, YYYY> with a value date of <Month DD, YYYY>.
We regret once again for the unpleasant experience and assure you that every effort is
being made to ensure that such lapses do not recur.
Thank you for writing to us and we look forward to a long and fulfilling relationship
with you.
Sincerely,
<Name>
<Designation>
28. Delay in creating Fixed Deposits due to intermittent holidays
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
We write with reference to your letter dated <Month DD, YYYY> regard ing your request for opening a
fixed deposit with ICICI Bank, _____________ branch. We wish to inform you that we had received your
request for opening a linked Fixed Deposit of Rs. __________ on <Month, DD, YYYY> at _________
p.m. However we were ab le to create the fixed deposit only on ______ _______ as <Month, DD, YYYY>,
<Month, DD, YYYY> and <Month, DD, YYYY> were non working days on account of _______,
_________ and ___________ respectively. Accordingly the fixed deposit number ______________ was
created with the value date of _____________ within the stipulated turnaround time of ________________
working days. We wish to affirm that the turnaround time for account activation was commun icated to you
by our bank officials prior to accepting your Fixed Deposit request form.
Alternatively you may also contact our 24-hour Customer Care Centre on __________
or send us an email using the "Email Us" option at www.icicibank.com or write to us at
our mailing address as per your preference.
Sincerely,
<Name>
<Designation>
29. Letter explaining premature penalty clause to the customer

November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your email dated <Month DD, YYYY> to ___________
seeking clarification on the penalty that has been levied due to premature closure of
your fixed deposit number _______________.
We wish to inform you that when a Fixed Deposit is prematurely closed, interest is
calculated at the applicable rate for the period the fixed deposit was with the bank. In
this case, the fixed deposit was with the bank for ____ days, for which the applicable
rate of interest is _____. As per the Bank's policy, a penalty of __% has been levied due
to premature closure of the fixed deposit.
Hence, the interest rate of ___% has been applied to your Fixed Deposit. The interest
that is payable amounts to Rs. ______ less TDS of Rs. _____. We confirm having
credited an amount of Rs. ______ to your Savings Bank Account ___________ on
<Month DD, YYYY>, being maturity proceeds on closure of fixed deposit number
________________.
We trust the above clarifies.
We further wish to inform you that we have indicated the following clause on the face
of all our Fixed Deposit Receipts/Advices (any one),
If a deposit is pre-maturely withdrawn either partially or completely, the interest

rate payable and the applicable penalty would be calculated based on the Bank's
prevailing policy and will be made available to the customers at branches upon
request
Sincerely,
<Name>
<Designation>
30. Incorrect credit for funds transfer through Internet Banking

November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
A recent credit to your Savings Account 123456789012
We value your relationship with ICICI Bank.
We observe that there has been a credit of Rs. <amount> to your above Savings
Account on <Month DD, YYYY>. We affirm that this amount was credited to your
account electronically.
We have now received a communication from one our customers, <Mr./Ms. Full
Name>, stating that this credit in your account is due to an erroneous choice of
beneficiary by him.
Since you are not the bona fide beneficiary of the funds according to <Mr./Ms.
surname>s communication, we wish to take your permission to debit Rs. <amount> to
your above Savings Account for the transaction concerned.
Please find overleaf/attached a consent letter for debit. We request you to sign it and
send it to the address indicated therein.
For any clarification or more information, please call <Name of Branch Manager /
Branch Operations Manager> at <contact number>.
Looking forward to more opportunities to be of service to you.
Sincerely,
<Name>
<Designation>
Consent to Debit
November 4, 2009
Ref. No.:____
Mr./Ms. <Name of Branch Manager / Branch Operations Operations>
<Branch Address>
__________________
__________________
__________________
__________________
Dear Mr. / Ms. <surname of Branch Manager / BSM>
A recent credit to my Savings Account 123456789012
In response to your letter of _____________ and on the basis of its contents, I

authorize you to debit an amount of Rs. <amount> to my above Savings Account
towards wrong credit made to the account.
Sincerely,
Signature
<Customer name>
31. NOC fro m the Ban k in case of amalgamat ion of two co mpanies
Date:
The Board of Directors,
________________9
_________________10
Sub: Consent to Scheme of Amalgamat ion between______________________11

and__________________________12 .
Dear Sirs,
We, ____________ Limited having its registered / branch office

at_______________________________________, do hereby give our consent to the Scheme of
Amalgamation between______________________________ Private Limited
and_____________________________ Private Limited under the provisions of the Sections 391 to 394 o f
the Companies Act, 1956, as approved by the Board of Directors of your Company vide Board Resolution
dated _________13 .
We also support your decision to seek dispensation of holding of the meeting of the Secured / Un -secured
Cred itors/Lenders under sub-section (2) of Section 391 o f the Co mpanies Act, 1956 fro m the High Court.
Kindly treat this letter as our consent and agreement to the Scheme of Amalgamation and its modification
made therein by the Hon'ble High Court of Bo mbay whilst sanctioning the aforesaid Scheme of
Amalgamation for the purposes of Sub-section (2) of Sect ion 391 of the Co mpanies Act, 1956.
Please keep us notified of all the maters in relation to and the progress of the amalgamation. We would
require you to promptly p rovide us with the notices of any meetings of Secured /Un -secured
Cred itors/Lenders and proceeding before the Hon'ble High Court.
Yours sincerely,
For _________Limited
9
Please insert the name of the company.
10
Please insert the address of the Company.
11
Please insert the name of the transferor company.
12
Please insert the name of the transferee company.
13
Please insert the relevant date.
32. Apology letter fro m legal Lost in flood (before)
November 19, 2013
Ref. No. ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Dear M r./Ms. <Last Name>
Your Home Loan Documents - <Loan account number>
We regret to inform you that despite our having taken adequate custodial and preservation measures, your
original documents kept in one of our storage centres in Mumbai have got damaged. Th is happened
because of the exceptionally heavy rains and the subsequent floods on July 26, 2005 in Mumbai. In spite
of best of our efforts, we were unable to salvage these documents.
We have begun the process of getting the (crit ical documents certified as true copies) at our cost. These
documents are:
i. Share Certificate
ii. Allot ment Letter
We request your consent to allow us to approach the appropriate authorities on your behalf for the
recreation of the originals / certified true copies, as applicable.
Our apologies for the unfortunate incident.
Sincerely,
Name
Designation
33. Apology letter fro m legal Lost in flood (after)
November 19, 2013
Ref. No. ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Dear M r./Ms. <Last Name>
Your Home Loan Documents - <Loan account number>
We regret to inform you that despite our having taken adequate custodial and preservation measures, your
original documents kept in one of our storage centres in Mumbai have got damaged. Th is happened
because of the exceptionally heavy rains and the subsequent floods on July 26, 2005 in Mumbai. In spite
of best of our efforts, we were unable to salvage these documents.
We have completed the process of getting the certified true copies, and the recreated documents are now in
our custody. These documents are:
i. Original Sale Deed

ii. Registration Receipt
Please find enclosed Xero x copies of these recreated documents, which are now in our custody.
Our apologies for the unfortunate incident.
Sincerely,
Name
Designation
34. Locker Rent Recovery_2 formats
(Due Notice to b e sent to customer on the Bank's Letterhead)
Date : __________________________
Mr. / Ms. ____________
(Communication and Permanent Address
Dear Mr. / Ms. ___________,
Sub : Annual Rent Due for Locker No. at ______________ branch
We refer to Locker No. ________ with ICICI Bank, ______________ branch on your name.
As the annual rent on your locker has now been overdue for a month, we request you to
urgently provide sufficient funds in your Savings / Current Account No.
______________________ with us so that we are able to recover your locker rent.
Please visit your branch for any queries or clarifications that you may require.
Yours sincerely,
Name
Designation
Date : __________________________
Mr. / Ms. ____________
(Communication and Permanent Address)
Dear Mr. / Ms. ___________,
Sub : Reminder for Annual Rent Due for Locker No. at ______________ branch
ICICI Bank Ltd having its registered office at ________________( the Bank) refer to the letter
no._____ dated __________ wherein the Bank had requested you to pay your locker ren t for
Locker No. ________ with ICICI Bank, ______________ branch .
The Bank has vide the aforementioned letter already brought to your notice that, the annual
rent on your locker has now been overdue for two months. The Bank requests you to urgently
provide sufficient funds in your Savings / Current Account No. ______________________
so that the Bank is able to recover the rental and continue to provide the levels of service that
prompted you to choose the Bank for the instant facility.
It is also hereby brought to your notice that as per the terms of the Locker agreement which
has been executed between you and the Bank, the Bank has a general lien over all
moneys/articles /contents of the locker to the extent of the outstanding locker rent.
Please visit your branch for any queries or clarifications that you may require. You may ignore
this message if you have credited the required funds into your account recently.
Name
Designation
35. Allot ment of Locker
November 19, 2013
Ref no.: ICBK/.
<Customer Name>
<Address 1>
<Address 2>
Dear Mr. / Ms. / Mrs. <Last Name>,
Locker allotment at <NAME> Branch
We refer to your request for locker facility at our <name of branch> Branch.
We are pleased to inform you that you have been allotted locker number <1234>.
Please visit our branch between <time> to <time> to complete the formalities and
avail of the locker service.
We look forward to your continued support to our services.
Sincerely,
<Name>
<Designation>
36. Int imation to customer for shifting of locker due to branch shifting
November 19, 2013
Ref no.: ICBK/.
<Customer Name>
<Address 1>
<Address 2>
Dear Mr. / Ms. <Last Name>,
Relocation of ICICI Bank <NAME> branch premises
We are pleased to inform you that we are relocating from <XXX> to <YYY> with effect
from <Month DD, YYYY>.
The address of <YYY>:
YYY branch
------------
------------
------------
We are arranging to shift the lockers to the new branch in the most secured way. You
will be able to access your locker from <Month DD, YYYY>.
Please note that there is no change in your account numbers or the security items
issued to you.
We assure you of our best services at all times.
Sincerely,
<Name>
<Designation>
37. Letter to customer who disputes repricing of M 2O account and charges related to this repricing
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Subject: Reference to your letter dated __________ on revised fees and charges for
your ___________account.
We refer to your letter dated <Month DD, YYYY> addressed to ________ in pursuance
to which, we wish to bring on record that you maintain a __________account with
ICICI Banks ___________ branch which is under the name and title _____________
and bears account no. _____________(hereinafter referred to as the Account).
The said account was opened on <Month DD, YYYY>, and the services provided by the
bank in relation to the Account are governed by Current Account terms and conditions,
which are uploaded and updated by the bank on the website www.icicibank.com, a
copy of which is also provided by the bank to its customers at the time of account
opening.
We wish to place on record that as per Current Account terms and conditions, clause
7, the bank is well within its right to make changes in relation to charges/ fees (as
mentioned in the Services Directory, Schedule I) and deduct the same from the current
account as and when they fall due and payable by the accountholder. However,
pursuant to and in accordance to the Reserve Bank of Indias guidelines and the banks
commitment to its customers, the bank effects such modifications / amendments to
the charges/ fees, post giving a 30 days prior notice to the customers.
In response to your letter we wish to place the following facts on record
a)The bank has ONLY effected changes in relation to the fees/ charges applicable to
the Account, which were communicated to you vide our letter 30 days prior to
effecting the revised fees/ changes.
b)The letter communication from ICICI Bank was sent at the registered address
provided by you, which is as per the records of the bank.
c)Subsequently and in pursuance to your letter dated __________, ICICI Bank has
provided you further information on the revised fees/ charges; and features / benefits
that are offered by ICICI Bank on your Account.
d)The amount of Rs. ____________, debited from the Account on ________ - , as
mentioned in your letter dated _________, was debited in pursuance to the revised
fees/ charges that fall due and payable by you and are subject to having been debited
from a customers/ accountholders __________account.
However considering our long-term relationship and as an exceptional service gesture
to you, we have reversed charges of Rs. ___________and the same has been credited
to your Account on _________.
Henceforth, you are requested to note the revised rate of fees and charges that is
applicable to the Account, a copy of which is also attached hereto for your
information and reference. However, if the same does not meet your requirements,
we have a range of other products and account types that you can choose from. Please
feel free to walk to your nearest ICICI Banks branch and we would be happy to offer a
product which suits your requirements
For any other queries or concerns, we would be pleased to address the same vide any
of our nearby branches; or alternatively you may please contact us at
________________.
We affirm that ICICI Bank, continues to acts with diligence, in good faith, and in no
manner prejudicial to the interests of its customer.
Sincerely,
<Name>
<Designation>
38. Response to a customer for Wrong SMS received
November 19, 2013
Ref no.: ICBK/.
<Customer Name>
<Address 1>
<Address 2>
Dear Mr. / Ms. / Mrs. <Last Name>,
SMS alert error

The SMS alert on <Month DD, YYYY> received on mobile number <NUMBER> was
erroneously triggered due to a rare technical snag.
We regret that this error has subjected you to inconvenience. We have set right the
technical issue and have instituted measures to ensure that such a lapse does not
recur.
We urge you to treat this as an exceptional occurrence and not as a reflection of our
commitment to quality customer service.
We look forward to your continued support to our services.
Sincerely,
<Name>
<Designation>
39. Branch Relocation Notice
On the letter head of the branch
NOTICE
Date:
Dear Customers
Subject : Relocation of the XXX Branch
We are pleased to inform you that we are relocating to a more spacious and convenient location, as
mentioned below. We shall be operating fro m the said premises, effective fro m DD-MM-YYYY
.
.
.
.
.
There would be no change in your account numbers or the security items issued to you.
Assuring you of the best services at all times
Yours truly,
Branch Manager
XXX Branch
40. Half-yearly Closing Notice
On the letter head of the branch
NOTICE
Date:
Dear Customers,
The branch will remain closed on <Month DD, YYYY>, for half-yearly closing of
accounts.
Sincerely,
Branch Manager
<XXX> Branch
41. Letter to recover funds for duplicate credit in the account. Lien marked in the account
The letter that you intend to send can be

prepared on these lines. However every
letter will need to be legally vetted before
it is sent to the customer
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Re : Inadvertent double credit to your

account
This is with reference to a foreign inward remittance initiated by __________ of
________ GBP on <Month DD, YYYY> by SWIFT transfer.
The said instruction was duly executed by us on ___________ and the amount of
__________ (being the equivalent rupee value of the foreign inward remittance) was
credited to your NRE Savings account number __________.
In addition to crediting the said account on <Month DD, YYYY>, we inadvertently

credited the said account again for the amount of __________ on <Month DD, YYYY>.
As a result of the above, a double payment has been effected towards you by crediting
the said account twice for the amount of Rs. ____ in lieu of the above m entioned
remittance. Hence an amount of Rs. ____________ was erroneously credited and
therefore is recoverable from you.
Accordingly we have reserved fund in your NRE Savings account number

________________ on <Month DD, YYYY> for recovery of the said amount. The funds
available in your said account as on <Month DD, YYYY> amount to Rs. _______. We
request you to fund your NRE account number _______ with the requisite balance
amount of INR ___________in order that we are able to recover the amount of the
erroneous credit in full.
We also request you to provide us with a debit authority letter to enable us to recover
the funds credited erroneously from the said account within fifteen (15) days of
receiving this communication. The communication will be deemed to be accepted by
you upon it having been delivered to your address registered witn us and the period of
15 days will be considered from the date the communication is delivered.
We are also enclosing the copies of statement of accounts for your ready ref erence.
We request you to refrain from issuing any cheque(/s) or debit instructions from your
account until such lien is marked to your account. Any such cheque(/s) or debit
instructions presented to us will be returned unpaid for the reason Account under
lien and we assume no responsibility or liability for any cheque, which is dishonoured
for the above reason.
The above circumstances have also been explained to you by our bank official
Mr.____________.
We regret the inconvenience caused to you and would appreciate your co-operation in
this regard.
In case if the circumstances warrant, ICICI Bank reserves all rights to invoke necessary
legal measures for the recovery of the said amount. If you have any questions, please
do not hesitate to contact _____________ by email at _________________ or by
telephone at ____________.
Sincerely,
<Name>
<Designation>
42. Th ird party approches branch requesting for other ICICI Bank Customer information
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your request for information regarding investigations

carried out by ICICI Bank ( Bank) with respect to account number _______________.
We wish to inform you that we would not be in a position to provide the details as
requested by you since this would be in violation to our obligation of confidentiality of
customer information.
Sincerely,
<Name>
<Designation>
43. Denial for handover of any banks property e.g voucher , video clip
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Subject: Request for supply of documents/recordings etc.

Reference: Your letter dated_______.
We write with reference to your above letter. Having gone through the contents
thereof, it appears that you have called upon this Bank to provide you the following;
_____________Details of the documents/recordings etc._____________

1.
2.
3.
We may clarify, that the above documents/recordings etc. being classified and
exclusively privy to the Bank, can be produced only on the instructions of competent
adjudicating, regulatory and law enforcement authroities. We therefore regret, that
the above documents/recordings etc. cannot be provided to you.
We request you to meet this explanation with understanding and acceptance.
Thanking you.
Sincerely,
<Name>
<Designation>
44. Apology letter for calls being made to customer inspite of being reg istered with the DNC
November 19, 2013
Ref no.: ICBK/.
<Customer Name>
<Address 1>
<Address 2>
We write in response to your e-mails / letters of <Month DD, YYYY> addressed to

<name> regarding unsolicited business canvassing calls.
We affirm that sending printed promotional communication material to

prospects/customers by post, later extending the activity through e-mail and
telephone channels, is a long-established and fair marketing practice.
However, out of respect for the citizens right to privacy, we introduced the Do Not
Call (DNC) registry, where we offer customers the choice of whether or not to
receive unwanted calls.
We have systems in place to administer and monitor the DNC programme. However, in
a multi-product, multi-channel organisation of our size, all channels of communication
may not be always under our control. We are aware of the possibility of an occasional
gap in co-ordination. We are committed to plugging such gaps.
This explanation is not a justification for the intrusion into your privacy.
Please rest assured that we have excluded your number <9999999999> from our
telemarketing database to prevent recurrence of such promotional calls. We will
ensure that our personnel, or those of our channel partners, do not call your numbers
registered in our Do Not Call database.
Our apologies for the distress caused to you by the tele-marketing calls and look
forward to your continued support to our services.
Sincerely,
Name
Designation
45. Interim Response- Acknowledgement of co mplaint-request
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We refer to your email dated <Month DD, YYYY> and <Month DD, YYYY> regarding
withdrawal of Rs.__________ from Savings Bank account number______________.
We wish to inform you that we are investigating the matter and will revert to you
within ____________days .
We request your co-operation in the interim.
Sincerely,
<Name>
<Designation>
46. Request for informat ion fro m ICICI Bank under RTI Act
November 19, 2013
Ref no.: ICBK/.
<Customer Name>
<Address 1>
<Address 2>
Your request for information from ICICI Bank under RTI Act, 2005
We refer to your letter of <Month DD, YYYY> requesting for certain information under
the Right to Information Act, 2005.
We wish to inform you that private sector banks are not governed by the provisions of
the Right to Information Act, 2005. ICICI Bank is a private sector bank and hence we
regret that we will not be able to provide the information requested by you.
Sincerely,
<Name>
<Designation>
47. Letter provid ing clarification on the format of the passbook
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We refer to your letter <Month DD, YYYY> to _____________ regarding issuance of

passbook.
We wish to inform you that we have been issuing passbooks in the form of a plastic file
which can be inserted in the pocket for the convenience of the customer.
For updation of the passbook, transactions are printed on a customized page which
can be filed in the plastic folder.
Also, entry-wise and page-wise filing helps in accumulation of data for a larger period
of time.
We trust this satisfies your query.
Looking forward to your co-operation in helping us to serve you better.
Sincerely,
<Name>
<Designation>
48. Response to complaint for QA B reversal where in closure of account request wa s placed
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your letter dated <Month DD, YYYY> regarding your
Savings Account __________ held with ICICI Bank, _____________ branch.
We wish to inform you that as per the terms and conditions applicable to Savings
Accounts, Quarterly Average Balance (QAB) of Rs. ______________ was required to be
maintained in your aforementioned Savings Account. Since the QAB was not
maintained, applicable charges were levied to your account. We have enclosed
herewith the schedule of charges for your reference.
We further wish to inform you that we were unable to process your earlier account
closure requests as your account was in a debit balance of Rs. ____________ due to
charges levied on account of non maintenance of minimum Quarterly Average Balance.
We also wish to affirm that the status of your account closure request had been
communicated to you during your discussion with our branch officials on <Month dd,
yyyy>.
We therefore request you to fund your account with the requisite amount, and submit
the account closure request in the prescribed format along with any other deliverables
at any of the nearest ICICI Bank branch so as to enable us to process your request at
the earliest.
Sincerely,
<Name>
<Designation>
49. Waiver of QAB charges for salary account
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
We write with reference to your letter dated <Month DD, YYYY> regarding charges
debited to your Savings Account _________ held with ICICI Bank, ____________
Branch.
We wish to inform you that the above referred account was opened as a Salary
Account. As per the terms and conditions applicable to a Salary Account, in case there
are no salary credits for more than six months, the salary account is converted into a
chargeable Salary Account.
We also wish to inform you that at the time of opening the account, a declaration was
duly signed by you, wherein you had acceded to the terms and conditions applicable to
salary accounts.
Hence as there were no salary credits in your aforementioned account, it has been
converted into a chargeable Salary Account wherein a Quarterly Average Balance
(QAB) of Rs. 5,000 had to be maintained which was further revised to Rs. 10,00 0 with
effect from July 1, 2008. Since the QAB was not maintained, applicable charges of Rs.
________ were levied to your account. We are enclosing herewith a copy of the
schedule of charges for your reference.
We are however pleased to inform you that as a service gesture we have reversed the
QAB charges and credited Rs. ___________ to your aforementioned Account on <Month
DD, YYYY>.
We would request you to visit any of the nearest ICICI Bank branch along with a
photograph, ID proof and address proof to convert your account into a regular Savings
Account.
In case of any further clarification we request you to contact the undersigned or visit
the branch.

Sincerely,
<Name>
<Designation>
50. Response to customer d isputing QAB rev ision
November 19, 2013
Ref No : ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We write with reference to your e- mail / letter dated <Month DD, YYYY> regard ing revision of min imu m
Quarterly Average Balance (QA B) fro m Rs. 5,000 to Rs. 10,000 for the Savings Bank Accounts maintained
with ICICI Ban k.
We wish to inform you that we had int imated all our customers of the revised QAB of Rs. 10,000 through a
letter dated April 7, 2008 sent along with the quarterly statement ending March 2008. The schedule of
charges is displayed at all our branches and is also available on our website www.icicibank.co m. We are
enclosing herewith a copy of the schedule of charges along with a copy of our aforementioned letter
regarding changes in the QAB, for your reference. We further wish to clarify that applicable QA B charges
are lev ied only when the requisite QA B is not maintained in the account.
With regards to your query on intimat ion of the said charges to you, we state that this increase comes after
as many as ten years. During this ten-year period, we not only held on to the QAB of Rs. 5,000, but also
increased our range of products and services and enhanced customer-convenience through many initiatives,
some of which are as fo llo ws:
a. Increasing the number of branches to almost 1,497 and ATM network to 4,863, thus bringing us within
even easier reach of our customers.
b. Increasing both the breadth and depth of our range of products and services.
c. Extending Electronic banking to Mobile Banking.
d. Increasing the number o f service offerings available on the interactive voice response (IVR) system of
our 24-hour Customer Care.
It is our commit ment that we will continue our efforts in enhancing customer value and convenience. We
clarify also that this increase in QAB is not applicable across the board to all savings account holders. No
Frills Account customers and Senior Citizen Account customers are not affe cted. The terms and conditions
of No Frills Account are enclosed for your perusal.
We further wish to inform you that if th is revised min imu m QA B does not suit you, you are welco me to
visit your home branch and select the savings account type that best su its you.
We are looking forward to more opportunities to serve you in future. Assuring you of our best services at
all times.
Sincerely,
<Name>
<Designation>
51. Response to customer d isputing detection of discrepant note through QCD
November 19, 2013
Ref No : ICBK....
<Customer Name>
<Address>
<Address>
<Address>
Dear Ms./Mr. <Last Name>,
We write with reference to your email dated

<Month DD, YYYY> regarding counterfeit
note received in the cash deposited by you
on <Month DD, YYYY> at ICICI Bank,
________ branch.
We wish to inform you that the cash deposited by you was through the Quick cash deposit facility. As part
of this facility the cash is accepted in sealed envelopes. The cash deposited b y the customer in the
envelope is processed under camera surveillance. In case of any discrepancy, the discrepant note is also
captured in the video clipping. We have prescribed the retention of such recording for an extended period
of 30 days. The depositor enjoys full rights to demand and view the video clipping to satisfy himself.
We had tried reaching you on <Month DD, YYYY> to inform you of the discrepancy in your cash deposit,
however the calls went unanswered. Also banks cannot withhold cash deposited by the customer for
crediting their accounts and the non discrepant cash has to be credited to customers account by end of day.
As we were unable to contact you, we credited the balance amount to the account. On your visit to the
branch after a few days, we had offered to show you the video clipping, however the same was refused by
you.
With regards to your queries on the Quick Cash Deposit facility offered by the Bank, we wish to clarify
that Banks have the freedom to design processes for customers convenience. The Quick Cash Deposit
(QCD) is a value added service extended by ICICI Bank to its customers who wish to deposit cash but may
want to avoid wait ing in a queue at the cash deposit counter.
However we wish to clarify that customers continue to enjoy the option of depositing
cash at the ICICI Bank cash counters from ____ a.m. to _____ p.m. to deposit their
cash.
We trust the above clarifies your query. Assuring you of our best services at all times.
Sincerely,
<Name>
<Designation>
52. Discontinuation of Quantum optima
November 19, 2013
Ref No : ICBK...
<Customer Name>
<Address>
We refer to your email dated <Month dd, yyyy> regarding discontinuation of the quantum optima facility
in your Savings Bank accounts.We wish to inform you that we had conveyed the de-linking of the
Quantum Optima facility to all our customers through their quarterly statement for the period April 2005 to
June 2005 in the first week o f July 2005. Customers who w ished to continue with the Quantum Optima
facility were requested to write to us by September 30, 2005. As we had not received any written intimation
fro m you, the Quantum optima facility was discontinued in your account/s.
We further wish to inform you that though this facility was discontinued from October 2005 onwards, we
had introduced the Money Multiplier facility for the convenience of our customers. As part of this facility,
funds from the savings account can be moved to create fixed deposits and linked to the savings account on
specific request. Thus this facility provides the facility of Reverse Sweep to the customer (even though it is
different fro m Quantum Optima that provided the Sweep facility)
To avail o f the Money Multiplier facility,
1. A specific request (form enclosed) needs to be provided to the Bank to create a Fixed Deposit by
sweeping money fro m your savings account. Minimu m balance in the savings account should be Rs.
15,000 to generate a linked Fixed Deposit request. Fixed Deposit requ ests will be made in mu ltiples of
Rs. 5000 only.
2. A specific request needs to be provided for linking the Fixed Deposit so created to the savings account.
3. The lin ked Fixed Deposits will be under the same Customer Id.
4. All Fixed Deposits linked to the account will be enabled for automatic reverse sweep in mu ltip les of
Rs. 5000 when the balance in the savings account falls below Rs. 10,000.
5. Such lin ked Fixed Deposits are broken automatically and the money therein is transferred back to the
Savings Account, ("Reverse Sweep ") to meet any shortfalls arising in the account as a result of
withdrawals.
6. The Fixed Deposits will be broken in LIFO (Last In First Out) basis for reverse sweep
We would request you to avail of the Money Multiplier facility wh ich provid es you with the twin benefits
of higher rate of interest and easy liquidity.
We trust the above addresses your concerns.
Sincerely,
<Name>
<Designation>
53. Letter to customer who is requesting for quantum optima facility in the account
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We refer to your email dated <Month DD, YYYY> to ___________ regarding your
request for quantum optima interest.
We wish to inform you that we have investigated into your request for quantum
optima interest on account number ___________ from <Month DD, YYYY> onwards. We
regret our inability to accede to your request as this account was linked to quantum
optima as a service gesture only from <Month DD, YYYY>. We must inform you that we
had received your request for extending this facility to the said account only after we
had discontinued with this facility.
With regards to account number ____________, we must inform you that this account
is a Regular Savings account and was not linked to quantum optima. We therefore
regret our inability to extend the facility to this account. We sincerely regret our
earlier miscommunication, where we have confirmed that this account is a Senior
Citizen account.
Sincerely,
<Name>
<Designation>
54. Sen ior Citizen rate of interest not provided to Quantum Optima deposits
November 19, 2013
Ref. No. ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Dear Mr./Ms. <Last Name>,

We refer to your email dated <Month DD, YYYY> and <Month DD, YYYY> regarding your fixed deposits with us.
We wish to inform you that as per your request given at our __________ branch, your
account number _________ was updated as a Senior Citizen account with effect from
<Month DD, YYYY>. All the deposits that were opened post this date were eligible to
earn 0.50% higher rate of interest. However we regret having to inform you that the
rate of interest parameters for deposits opened by auto sweep mode were not
modified inadvertently. Hence Quantum Optima Deposits continued to be opened with
normal rate of interest.
Subsequent to your emails, we have investigated into the matter and taken the
following corrective actions:
1. We have modified the interest parameters for quantum optima fixed deposits
on <Month DD, YYYY>. In future fixed deposits opened through auto sweep
also will earn senior citizen rates of interest.
2. The rate of interest on all the auto sweep deposits opened after <Month DD,
YYYY> and existing as on date have been modified to senior citizen rate. These
deposits would earn 0.50% higher rate of interest from the date of opening.
3. For those auto sweep deposits which were opened after <Month DD, YYYY> and
already closed as on date, we have calculated additional interest at the rate
0.50% for the period these deposits remained with us. The differential amount
of Rs. _______ has been credited to your account ___________ on <Month DD,
YYYY>.
We understand _____________, Branch Manager of _____________ branch has spoken

to you in this regard.
We sincerely regret the inconvenience caused to you.
Sincerely,
<Name>
<Designation>
55. Non closure of RD account as installment is missed
November 19, 2013
Ref. No. ICBK...
<Customer Name>
<Address>
With refer to your letter dated <Month DD, YYYY> addressed to Banking Ombudsman
regarding your Recurring Deposit account.
We wish to inform you that the recurring deposit account number ____________ was
opened with us on <Month DD, YYYY> for a tenure of ___ months at a monthly
installment of Rs.________. The said recurring deposit matured on <Month DD, YYYY>.
However since one installment of Rs._______ was missed due to insufficient funds in
your Savings account in the month of _________, we were unable to autoclose the
recurring deposit.
On your enquiry with the Bank, you were requested to submit an application for
closure of your recurring deposit with the branch. We wish to inform you that we have
not received the closure application from you. We also understand that you were not
in agreement of the penalty of Rs.______ that would be levied on account of default
of installment in the month of _________.
We wish to inform you that our website www.icicibank.com carries the following
clause regarding delay in payment of instalment In case of delay in payment of any
Instalment, the Depositor/s shall be liable to pay monthly interest at the rate of Rs.12
per Rs.1000 or part thereof or such other rate as may be specified by ICICI Bank for
the period of delay. Fraction of a month will be treated as full month for the purpose
of calculating such interest. The total interest so chargeable to the Depositor/s shall
be recovered from the total amount of interest payable by ICICI Bank at the time of
maturity.
We are pleased to inform you that we have waived the penalty of Rs._____ levied in
your Recurring deposit account as a service gesture and have closed your recurring
deposit on __________. The closure proceeds of Rs. __________ has been credited to
your Savings account number ____________
The breakup of the amount is as follows,

Principal Rs.
Interest Rs.
Total Rs.
We have also credited Rs. ___________ in your account, being interest at Savings Bank
rate of 3.5% for the period __________ to ____________ i.e the period the funds were
in overdue status with the Bank. This is as per clause (xi) of RBI circular number
DBOD.No.Leg. BC. 34 /09.07.005/2008-09 for Unclaimed Deposits / Inoperative
Accounts in banks dated August 22, 2008.
We trust you would meet the above clarification with understanding and acceptance.
Sincerely,
<Name>
<Designation>
56. Permission for sales promotion activity
November 19, 2013
Ref No: ICBK...
<Name>
<Address>
<Address>
<Address>
Dear Sir,
Sub: Permission for Parents Day activity in your __________premises on

<Month DD, YYYY>
At the outset, we would like to thank you for meeting us on <Month DD, YYYY> at the
___________. As discussed in the meeting, we on behalf of ICICI Bank would request
your permission for doing an activity on <Month DD, YYYY> in the _______ premises to
celebrate Parents Day.
The following is our plan for the celebration in the __________ premises:
Leisure activities for the family members like family caricature, fun and games.
We would put up a canopy to inform the visitors about various products of our
bank.
We would also ensure awareness about the celebration by installing a banner at
the _________ 3 days before the program.
Thanking you in anticipation of your approval for our participation in the program.
Sincerely,
<Name> <Name>
<Designation> Sales Manager
57. Letter to account holder against whom a fraudulent complaint has been lodged and account has been
frozen
(To be issued on Letter Head of ICICI Bank)

By Regd. Post A/D and Courier with PoD / Speed Post with PoD
Note: Registered AD number and POD to be retained with the copy of the letter in branch records
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Your <Type> Account <123456789012> with us
We wish to inform you that with a view to safeguard the interests of our customers,
our corporate office conducts random checks on transactions in customer-accounts as
a routine exercise.
In one such recent exercise, your <Account type> Account <123456789012> was
selected at random and the transactions in it were tracked. Our officials have
identified some of the transactions in the account to be inconsistent with the general
nature of banking transactions in a normal <Account type> account. Hence as a
precautionary measure in your own interest, the operation of this account has been
frozen temporarily i.e. you will not be able to conduct transactions in it till further
notice.
We request you to inform us the source of credits and the nature of the transactions in
the account. Please include supporting documentary proof in your reply. On receipt of
this information, we will take a decision on de-freezing the account i.e. allowing
resumption of transactions.
We trust you will appreciate that ICICI Bank has taken this step in the larger interest
of its customers, considering the sensitive nature of banking transactions and the
possibilities of their abuse.
While we regret the inconvenience this may cause you, we reiterate our commitment
to give you the best service and confirm that we cherish your relationship with ICICI
Bank.
We affirm that ICICI Bank at all times acts with diligence, in good faith, and in no
Thanking you for your co-operation.
Sincerely,
Name
Designation
58. Letter to account holder in whose account freeze has been lifted as per RCU co mments
(To be issued on Letter Head of ICICI Bank)

By Regd. Post A/D and Courier with PoD / Speed Post with PoD
Note: Registered AD number and POD to be retained with the copy of the letter in
branch records
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
Your <Type> Account <123456789012> with us
We had communicated to you through our letter ref. <ABCDE/12345> of <Month DD,
YYYY>, that your account had been randomly selected for scrutiny of transactions
during the monitoring of customer-accounts that we conduct as a routine exercise now
and then.
We had also informed you that consequent to the scrutiny, your account was frozen
temporarily.
We are now happy to inform you that the freeze on transactions in your account
<Type> Account <123456789012> has been lifted. Please feel free to resume normal
operations in the account.
We regret the temporary inconvenience caused to you, and once again thank you for
your co-operation.
We reiterate that ICICI Bank at all times acts with diligence, in good faith, and in no
Sincerely,
<Name>
<Designation>
59. Delay in servicing on account of lin k failure
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We refer to your e-mail of <Month,dd, yyyy> to ______________.
We have noted your valuable feedback on the level of service that you have
experienced while interacting with us. We sincerely regret the inconvenience and have
taken cognizance of the same.
We wish to inform you that on <Month DD, YYYY>, the server links at the branch were
down and the branch officials were in touch with the service provider to rectify it.
Hence we were unable to service you immediately.
We regret once again for the unpleasant experience and look forward to a long and
fulfilling relationship with you.
Sincerely,
<Name>
<Designation>
60. Response to customers who co mplaint on inability to access branch landline numbers
November 19, 2013
Ref No: ICBK...
<Customer Name>
<Address>
<Address>
<Address>
We refer to your email dated __________ regarding non availability of contact details
of our branches on our website www.icicibank.com
We wish to inform you that all our branch numbers are diverted to our Phone Banking
Team. This is to ensure that every call that is made to the bank is answered as the
branch officials at times are unable to pick up the phone if they are servicing a
customer across the counter.
We further wish to inform you that our website in addition to providing the branch
address also provides customers with the facility of directions to reach the nearest
branch. To avail of the same, please click the option "Find ATM/Branch". The screen
that opens up provides you with two options i.e Find the postal address of the branch
and Find our nearest ICICI Bank Branch. The second option will take you to the Branch
Locator which provides directions to reach the branch.
We thank you for giving us an opportunity to clarify the matter
Sincerely,
<Name>
<Designation>

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2013

November 19, 2013

Ref. No. ICBK...

Dear Mr./Ms. <Last Name>

We give below a breakup of the amount as follows :

Credit balance in the account as on __________ Rs._________

Assuring you of our best services at all times.

November 19, 2013

Ref. No. ICBK...

Dear Mr./Ms.<Last Name>,

We write with reference to your phone calls to our _____________, _____________

November 19, 2013

Ref. No. ICBK...

Dear Mr./Ms.<Last Name>,

Ref No: ICBK/________/2009-10

Dear Mr. / Ms. <last name>,

Assuring you of our best services at all times.

November 19, 2013

Ref. No. ICBK...

Dear Mr./Ms. <Last Name>

Assuring you of our best services at all times.

November 19, 2013

Dear M r./Ms.<Last Name>,

Assuring you of our best services at all t imes.

November 19, 2013

Dear M r./Ms.<Last Name>,

Assuring you of our best services at all t imes.

November 19, 2013

Ref No: ICBK...

Dear Mr./Ms.<Last Name>,

We refer to your fixed deposit number _______________ with us.

November 19, 2013

To Whomsoever It May Concern

This is to certify that Mr./Ms. ______________ is holding savings account number

The address as per our records as on <Month DD, YYYY> is:

For ICICI Bank Ltd.

Format for issuance of Balance certificate (issued to client)

(to be printed on ICICI Bank Letter Head)

This is to certify that Mr. / Ms / M/s_____________________________ is

The balance in his/her/their Savings Account / Current Account / Fixed Deposit /

[This is equivalent to USD ______________ (United States Dollar

For ICICI Bank Ltd.

To Whomsoever It May Concern

This is to certify that Mr. / Ms. / M/s_____________________________ is

The balance in his/her/their Savings / Current Account / Fixed Deposit / Cash

[This is equivalent to USD ______________ ( United States Dollar

For ICICI Bank Ltd.

For Signature Verification

Signatures verifed as per our record wi thout any risk or

Encircle the signature

For Photo Attestation STAMP

Photograph attested without any risk or responsibility

November 19, 2013

Ref No: ICBK...

Dear Mr./Ms.<Last Name>,

November 19, 2013

Dear M r./Ms.<Last Name>,

A communication regarding revision of minimum QAB from Rs.5,000 to Rs.10,000 was

Assuring you of our best services at all t imes.

November 19, 2013

Dear M r./Ms.<Last Name>,

Assuring you of our best services at all t imes.

November 19, 2013

Dear M r./Ms.<Last Name>,

Credit balance in the account as on __ Rs._

We write with reference to your phone calls to our _, _

We have once again sent the documents to _ on via