ICICI Bank Home Loan Customer Care

ICICI Bank's customer care team can help you with various home loan-related needs and queries. It facilitates easy access to your loan account information, leading to a smooth customer experience. You can also get information about the latest transactions, payments due, and loan balances.

Here are some ways to reach out to the customer care team of ICICI Bank:

• Dial the Toll-free Number

Contact the ICICI Bank home loan customer care at 1800 1080 to speak to the executive. You can use this service to access information about your home loan details, the approval processes, loan balance, etc.

• Access the ICICI Bank Website

You can log into the official ICICI Bank website and choose the ‘Request a callback’ option. This enables you to schedule a call with a bank representative to resolve your doubts and issues. You can also raise a service request, directly on the customer care page. Furthermore, you can check your application/service request status on the official website. For this:

1. Visit https://www.icicibank.com/personal-banking/customer-services/track-applications

2. Enter your PAN and mobile number

3. Provide the code shown in the image on the screen

4. Tick the checkbox to agree to the declaration

5. Click on 'Continue' and check the status of your applications

• Chat with iPal 

ICICI Bank also has a chatbot that you can use to resolve your queries. The online robotic assistant, iPal, can answer queries related to home loans. 

• Use the Mobile Banking App

The ICICI Bank iMobile Pay app makes it easy to contact the bank. The application lets you access over 250 services seamlessly through your mobile phone. Apart from checking your loan balance, you can cancel a cheque, track your deliverables, block your cards, and do much more with this app. 

• Send an SMS

You can also reach out to the customer care team through SMS. Each service has a different code assigned to it. For example, to check your amortisation schedule, type 'IAMT' (space) along with your 16-digit loan account number. Then, send it to 9215676766 / 5676 766 from your registered mobile number. You can also gain access to various other details and documents by replacing 'IAMT' with the following:

1. IITP - Provisional Income Tax Certificate

2. IITF - Final Income Tax Certificate

3. IRSL - Reschedulement Letter

4. IRTL - Reset Letter

5. ILAC - Loan Agreement Copy

6. IINT - Interest Certificate

7. IWEL - Welcome Letter

• Use WhatsApp

Another convenient way to reach out to the team is through WhatsApp. Just type ‘Hi’ and send it to 86400 86400 through your registered mobile number and get started.

• Mail the Customer Care Team

You can write an e-mail to ICICI Bank and send it to customer.care@icicibank.com to have your issues resolved.

Here are some mediums through which NRIs can get their queries and problems resolved:

• Contact Details: Use the following mediums of contact to reach out to the customer care team

  • Phone Number: +91 40 3099 8025

  • Toll-free Numbers: 1800 1080 and 1800 102 5600 (Only for NRIs who are currently in India)

  • E-mail ID: nri@icicibank.com

• ‘Request a Call’ Facility: Simply visit - https://www.icicibank.com/nri-banking/rhstemp/contact-us#faqaccordion-4 on the official website

• ‘Service Request’ Option: Head over to - https://www.icicibank.com/nri-banking/rhstemp/contact-us#faqaccordion-4 on the official website

• iMobile App: Available on Play Store and App Store. You can find a list of services available both on the app and on the website.

• Branch Offices: Walk into a branch office (available overseas and in India) and get the required assistance

To check your latest home loan balance, access your loan statement. Follow these simple steps to get this document:

• Log in to your net banking account using your credentials on the website or the ICICI Bank iMobile app

• Click on the 'Loans' option

• Navigate to the 'Home Loan' option

Your loan account number, principal outstanding amount, and remaining tenure will be displayed. You can also view your previous loan payment history through the app.

If you feel that the customer care team has not addressed your concerns and issues satisfactorily, you can utilise the grievance redressal system. The details are as follows:

Level 1: Grievance Redressal Officer

You can initiate the process by filling the ‘Complaint Form’. You can download the form available on the website. The form includes the courier address. You can also submit your request/query by following these simple steps:

• Visit https://nli.icicibank.com/NewRetailWeb/complaint.htm

• Select the ‘Level 1’ option available on the left side of the screen

• Next, click on the 'Send an Email' option

• Fill in the required details as requested

• Click on 'Submit'

At this stage, ensure to note the reference number. This may be helpful in case you need to escalate your complaint. Following this, an executive from the bank will reach out to you for further proceedings.

Level 2: Head Of Service Quality

If you feel dissatisfied with the response, you can write to the Head of Service Quality of ICICI Bank. For this, you need to visit https://nli.icicibank.com/NewRetailWeb/complaint.htm. Select the 'Level 2' option provided on the left side of the screen. Then enter your account/application number and the 'Level 1 Reference Number'. Cross-check these details, then click on 'Submit'.

Level 3: Principal Nodal Officer

If the above levels do not lead to a resolution, the complaint may be further escalated. You can reach out to the Principal Nodal Officer. You can reach out to the official by writing an e-mail to pno@icicibank.com.

You can also follow the same process as discussed above and escalate the issue on the online portal. Simply, click on the 'Level 3' option present on the left side of the page. Now provide your account/application number and the 'Level 2 Reference Number'. Then click on 'Submit'.

As per the grievance redressal policy, you should receive a response within a set period. This turn-around-time may differ, depending on the type of complaint:

• Cases involving a 3rd party (other banks): 30 working days

• Fraud cases and legal cases: 30 working days

• Other complaints: Case-by-case basis, as notified by the bank at the time of lodging the complaint

ICICI Bank also has a robust online presence on various social media platforms. You can utilise them to get the latest updates and information regarding the services and facilities offered by the bank. Here are the social media handles of ICICI Bank:

• Facebook: https://www.facebook.com/icicibank/

• Instagram: https://www.instagram.com/icicibank/

• X (formerly Twitter): https://www.twitter.com/ICICIBank_Care

• LinkedIn: https://www.linkedin.com/company/icici-bank/

Here are some important things to keep in mind when reaching out to the customer care team:

• Check for internet connectivity to ensure a smooth grievance application process

• When filing a grievance, wait for the pages to load. Do not exit the page midway. 

• Ensure to update the ICICI Bank iMobile Pay app as and when required

• Note that the bank will never ask you to share your sensitive information like your PIN or password 

• If you receive any email or call claiming to be a representative of the ICICI Bank requesting your sensitive information, do not respond. Instead, send an e-mail to antiphishing@icicibank.com and report the incident immediately.

• Report any unauthorised transactions or payments you may have noticed to the bank