ICICI Bank Customer Care Email IDs: Addresses, Use-Cases, and Practical Guidance

Official ICICI Bank customer care email IDs

If you prefer a written trail for your banking queries, ICICI Bank accepts customer emails on official “@icicibank.com” addresses. Use your registered email ID (the one linked to your account) to help the bank authenticate your request faster. Keep the subject line precise and include the last four digits of the relevant account or card.

• [email protected] — Primary customer care email for most retail banking queries, including savings/current accounts, credit/debit cards, loans, UPI/IMPS/NEFT/RTGS transactions, internet/mobile banking, and service requests.
• [email protected] — Dedicated email for NRI Banking customers. Use this for NRE/NRO accounts, international remittances, NRI credit cards, and overseas service queries.
• [email protected] — Grievance escalation to the bank’s service quality team if you are not satisfied with the first response or if timelines have been exceeded.

Always verify that replies originate from an “@icicibank.com” domain. ICICI Bank will never ask for your OTP, CVV, full card number, internet banking password, or UPI PIN over email. If any email asks for such details, do not respond; forward the message headers to the bank and report it as phishing.

What to include in your email (so you get a fast resolution)

Provide complete, structured details upfront. For account or card issues, include your full name, registered mobile number, and the last four digits of the account or card (never share the full number). For transaction disputes, add the exact date and time, amount, channel (UPI/IMPS/NEFT/RTGS/Card/ATM), merchant or beneficiary name, and the reference number (for example, UTR for NEFT/IMPS, ARN for card chargebacks if available).

For UPI or IMPS transactions, mention the UTR/transaction ID, payer/payee VPA, and the app used (iMobile Pay or third-party UPI). For card issues, specify whether it was a POS, ATM, e-commerce, or contactless transaction; the merchant site or location; and any error codes displayed. If it’s a service request (like address update or ECS/NACH cancellation), state the exact instruction and attach a clear, legible scan of required KYC documents.

Use a clear subject line such as: “Account ending 1234 — Failed UPI transfer on 2025-08-22 — INR 2,499 — UTR 2XXXXXXXXX.” In the body, present a brief chronology (1–3 short paragraphs), then list the facts. Ask for a Service Request (SR) number in the acknowledgment. Keep attachments in common formats (PDF/JPG/PNG), minimize file size, redact sensitive data, and avoid sharing images of full card numbers.

Response timelines and how ICICI Bank tracks your case

When you email [email protected] or [email protected], you typically receive an automated acknowledgment, followed by a personalized response that includes a Service Request (SR) or ticket number. Keep this SR number handy; it is used for all follow-ups. If you are an internet banking or iMobile Pay user, you can often see updates or create linked requests under the “Service Requests” or “Help/Support” section after logging in at www.icicibank.com or in the iMobile Pay app.

Resolution times vary by case type. Straightforward service updates (for example, email change requests with proper KYC) may close in a few working days, while payment disputes and chargebacks can take longer due to network, merchant, or interbank investigations. If the bank needs more time, they generally communicate revised timelines via email and may request additional documents.

If you do not receive an acknowledgment within a reasonable period, reply on the same thread to maintain continuity and references. For urgent risks (lost/stolen card, suspected fraud), do not wait for an email response—use the phone channel immediately to block instruments, then follow up by email for the audit trail.

Escalations and grievance redressal

If you are not satisfied with the first response or your SR remains unresolved beyond the timeline communicated, escalate by writing to [email protected] with your original SR number, a dated chronology, and supporting documents. Mention any financial impact (for example, fees, interest, or duplicate charges) and state the desired resolution clearly (refund, reversal, or written clarification).

Under the Reserve Bank of India’s Integrated Ombudsman Scheme (2021), you may approach the RBI Ombudsman if your complaint remains unresolved for 30 days from the date you first raised it with the bank, or if you receive an unsatisfactory reply. You can lodge a complaint online at https://cms.rbi.org.in. Keep copies of all emails, SR numbers, and attachments ready to speed up evaluation.

For formal correspondence, the bank’s key addresses are: ICICI Bank Limited, Registered Office: ICICI Bank Tower, Near Chakli Circle, Old Padra Road, Vadodara — 390007, Gujarat, India; and Corporate Office: ICICI Bank Towers, Bandra-Kurla Complex, Mumbai — 400051, Maharashtra, India. When sending physical documents, use a reliable courier and include the SR number on the cover letter.

When email is the right channel—and when to call

Email is ideal when you need a documented trail, are attaching evidence, or the matter is not time-critical (for example, statement clarifications, KYC updates, interest or fee queries, or transaction investigations where the payment is already completed). Detailed written submissions help reduce back-and-forth and often shorten resolution time.

• Email works best for: chargeback documentation, beneficiary disputes, account statement or interest rate clarifications, KYC/address updates with documents, internet banking issues with screenshots, NRI remittance clarifications, and service-related grievances requiring escalation.
• Call immediately for: card or phone lost/stolen, suspected fraud or unauthorized transactions, account access lockouts, and urgent instrument blocks. For general assistance by phone within India, ICICI Bank’s 24×7 Customer Care number is 1860 120 7777 (standard charges apply). After urgent action by phone, follow up by email for records.

For country-specific NRI phone numbers and additional regional lines, refer to the Customer Care section on www.icicibank.com. Ensure you call from your registered mobile number where possible to pass verification faster under India’s KYC norms.

Practical tips to avoid delays

Keep all communications on the same email thread to preserve context and SR references. If you attach evidence, label files with dates and types (for example, “2025-08-22_UPI_UTR_Screenshot.png”). Redact sensitive portions and never include your full card number, CVV, or OTP. If your email ID has changed, update it in the bank’s records via iMobile Pay, internet banking, or a branch before raising queries by email.

For high-value transactions, note down UTRs and merchant references at the time of payment. If your issue spans multiple products (for example, a credit card payment via UPI from your savings account), summarize the cross-product linkages clearly. This helps routing your case to the correct teams and reduces resolution time.

If you receive any suspicious message claiming to be from ICICI Bank but asking for confidential data, report it to the bank using the official customer care email and delete the message. Staying within official channels—[email protected], [email protected], and [email protected]—protects your data and ensures your request is registered in the bank’s systems.