- Bank Name
- ICICI Bank Ltd.
- Customer Care Number
- 18001080
- Loss Amount
- 50000
- Ratings
- Opposite Party Address
- Ashwini Muttagi
Relationship Manager
ICICI Bank Ltd.
Cantonment Branch
Bangalore Karnataka 560001
Ph. No: 7558523702
1. Facts of the Case. That on 07 January 2025, I received a promotional email and a call from Ms. Ashwini Muttagi ICICI Bank offering the ICICI Bank Sapphiro Credit Card - Visa with multiple attractive features. The benefits promised included are as under: -
(a) 4 complimentary access to Domestic airport lounge per quarter on spending Rs.5000 or more in the previous quarter. 2 complimentary access to International Airport lounge per calendar year. 2 complimentary access per calendar year on Domestic Airport Spa.
(b) Fuel Surcharge Waiver.
(c) 4 Complimentary rounds of golf if spends are Rs. 50,000 or more in previous month.
(d) Buy one ticket, get upto Rs.500 off on the second - twice a month on BookMyShow.
(e) Joining Fee: NIL.
(f) Annual Fee: NIL.
2. That I applied for the card on 08 January 2025, based on the features listed in the promotional email. I received confirmation from ICICI Bank with the following details:
(a) Application Number: 96010989641
(b) Card Variant: ICICI Bank Sapphiro Credit Card
(c) Tentative Credit Limit: ₹3,30,000
(d) Date of application: 08 Jan 2025, 15:56:23
3. That on 08 April 2025, I attempted to access the lounge facility at Patna Airport, a benefit clearly mentioned in the card features. However, I was denied complimentary lounge access, resulting in unexpected inconvenience and financial cost.
4. I raised a complaint with ICICI Bank. Between 11 April 2025 to 21 May 2025, I received multiple communications from the bank, in which they failed to resolve the matter. Instead, the issue was repeatedly postponed. In the last correspondence dated 21 May 2025, the ICICI Bank Customer Service Manager Ms. Sirigyadha Mounika admitted that the Relationship Manager, Ms. Ashwini, provided incorrect information regarding the eligibility for lounge access, and they regret the error. This response is unacceptable as the misinformation was the basis of my decision to apply for the card. A financial product was mis-sold to me under false promises, and I suffered both monetary loss and mental harassment.
5. Grounds for Complaint
(a) Deficiency of service under Section 2(1)(g) of the Consumer Protection Act, 2019.
(b) Unfair trade practice under Section 2(1)(r) of the Consumer Protection Act, 2019.
(c) Misleading representation and failure to honor advertised benefits.
(d) Loss of entitled credit card benefits and trust.
6. Relief Sought. In light of the above facts, I humbly request the Hon’ble Commission to:
(a) Direct ICICI Bank to restore all promised features of the ICICI Sapphiro Credit Card as per the promotional and verbal communication dated 07 January 2025.
(b) Provide retrospective credit for all the benefits denied to me during the period of April 2025 to resolution, including but not limited to lounge access and any additional eligible services.
(c) Award a compensation of ₹50,000 towards mental agony, harassment, and financial loss suffered due to the deficiency in service and misrepresentation.
(d) Award legal expenses and cost of proceedings.
(e) Any other relief deemed fit in the interest of justice.
7. Supporting Documents Attached.
(a) Copy of promotional email dated 07 Jan 2025.
(b) Application confirmation mail dated 08 Jan 2025.
(c) Screenshots/Proof of denial of lounge access at Patna Airport.
(d) Email correspondence with ICICI Bank between 11 Apr to 21 May 2025.
(e) Final reply from ICICI Bank dated 21 May 2025.
(f) Copy of Aadhaar/PAN Card for identity verification.
(a) 4 complimentary access to Domestic airport lounge per quarter on spending Rs.5000 or more in the previous quarter. 2 complimentary access to International Airport lounge per calendar year. 2 complimentary access per calendar year on Domestic Airport Spa.
(b) Fuel Surcharge Waiver.
(c) 4 Complimentary rounds of golf if spends are Rs. 50,000 or more in previous month.
(d) Buy one ticket, get upto Rs.500 off on the second - twice a month on BookMyShow.
(e) Joining Fee: NIL.
(f) Annual Fee: NIL.
2. That I applied for the card on 08 January 2025, based on the features listed in the promotional email. I received confirmation from ICICI Bank with the following details:
(a) Application Number: 96010989641
(b) Card Variant: ICICI Bank Sapphiro Credit Card
(c) Tentative Credit Limit: ₹3,30,000
(d) Date of application: 08 Jan 2025, 15:56:23
3. That on 08 April 2025, I attempted to access the lounge facility at Patna Airport, a benefit clearly mentioned in the card features. However, I was denied complimentary lounge access, resulting in unexpected inconvenience and financial cost.
4. I raised a complaint with ICICI Bank. Between 11 April 2025 to 21 May 2025, I received multiple communications from the bank, in which they failed to resolve the matter. Instead, the issue was repeatedly postponed. In the last correspondence dated 21 May 2025, the ICICI Bank Customer Service Manager Ms. Sirigyadha Mounika admitted that the Relationship Manager, Ms. Ashwini, provided incorrect information regarding the eligibility for lounge access, and they regret the error. This response is unacceptable as the misinformation was the basis of my decision to apply for the card. A financial product was mis-sold to me under false promises, and I suffered both monetary loss and mental harassment.
5. Grounds for Complaint
(a) Deficiency of service under Section 2(1)(g) of the Consumer Protection Act, 2019.
(b) Unfair trade practice under Section 2(1)(r) of the Consumer Protection Act, 2019.
(c) Misleading representation and failure to honor advertised benefits.
(d) Loss of entitled credit card benefits and trust.
6. Relief Sought. In light of the above facts, I humbly request the Hon’ble Commission to:
(a) Direct ICICI Bank to restore all promised features of the ICICI Sapphiro Credit Card as per the promotional and verbal communication dated 07 January 2025.
(b) Provide retrospective credit for all the benefits denied to me during the period of April 2025 to resolution, including but not limited to lounge access and any additional eligible services.
(c) Award a compensation of ₹50,000 towards mental agony, harassment, and financial loss suffered due to the deficiency in service and misrepresentation.
(d) Award legal expenses and cost of proceedings.
(e) Any other relief deemed fit in the interest of justice.
7. Supporting Documents Attached.
(a) Copy of promotional email dated 07 Jan 2025.
(b) Application confirmation mail dated 08 Jan 2025.
(c) Screenshots/Proof of denial of lounge access at Patna Airport.
(d) Email correspondence with ICICI Bank between 11 Apr to 21 May 2025.
(e) Final reply from ICICI Bank dated 21 May 2025.
(f) Copy of Aadhaar/PAN Card for identity verification.
