ICICI Credit Card Customer Care: Expert, Practical Guide

ICICI Bank runs a 24×7 customer care program for credit cardholders, designed to help with emergencies (lost/stolen cards), transaction disputes, PIN/limit management, EMI conversions, international usage controls, and statement/fee queries. The quickest routes are the phone banking helpline, iMobile Pay app, and Internet Banking. Keep your card number (or registered mobile), date of birth, and last transaction details handy for faster verification.

Most routine requests can be completed without visiting a branch, and emergencies are prioritized with immediate hotlisting (card blocking) to prevent misuse. For complex issues, there is a clear escalation matrix culminating in the RBI Integrated Ombudsman if the bank does not resolve your complaint within the regulatory timelines.

24×7 Emergency Hotlisting and Fraud Support

If your ICICI credit card is lost, stolen, or compromised, call the helpline immediately to hotlist it. Hotlisting is instant once you are verified, and a replacement card can typically be dispatched within 2–5 working days to your registered address. You can also hotlist via the iMobile Pay app or Internet Banking if you cannot place a call. Always note the service request (SR) number provided after the block.

For suspicious or unauthorized transactions, block the card first, then raise a dispute. ICICI generally expects disputes to be raised within 60 days of the statement date for chargeback eligibility, though schemes allow up to 120 days in many categories. Provisional credits may be extended case-by-case; final resolution for card network chargebacks usually takes 45–90 days. Forward phishing emails or suspicious messages to [email protected] and do not click links; instead, log in only via the official website or app.

All-purpose Phone Banking for Credit Cards

The ICICI phone banking IVR supports balance/limit checks, PIN generation/reset, domestic/international usage toggles, contactless settings, transaction verification, EMI-on-call, and fee/charges explanations. Authentication commonly uses your card number and registered mobile OTP. Calls are recorded for quality and security.

If you are traveling or calling from abroad, use the international number. Standard carrier/IDD charges apply. For Indian callers, the 1860 line is accessible nationwide at local rates. Peak call volumes are typically 10:00–14:00 and 18:00–21:00 IST; off-peak hours often connect faster.

Key customer care touchpoints and verified contacts

• 24×7 Credit Card Helpline (India): 1860 120 7777
• Helpline from outside India: +91 22 3366 7777
• Official website: https://www.icicibank.com (Credit Cards > Service Requests)
• iMobile Pay app: Cards & Forex > Credit Cards (block/unblock, PIN, controls, EMI)
• WhatsApp Banking: +91 86400 86400 (send “Hi”; limited card services and FAQs)
• Email (general service, non-urgent): [email protected]
• Email (report phishing/fake links): [email protected]
• Social support: X/Twitter handle @ICICIBank_Care (do not share full card details publicly)
• Grievance Redressal page: https://www.icicibank.com/complaints

Digital Self-service: iMobile Pay and Internet Banking

iMobile Pay and Internet Banking offer comprehensive self-service for credit cards. You can set or reset your credit card PIN, enable/disable domestic and international usage, toggle contactless, manage e-commerce and cash withdrawal permissions, set per-transaction limits, and see unbilled and statement transactions in real time. Most controls take effect instantly or within minutes.

EMI conversions can usually be initiated within 30 days of purchase (typical minimum transaction value: Rs 3,000). The app shows available tenure options (for example, 3, 6, 9, 12 months) and the applicable interest or processing fee before you confirm. For travel, you can temporarily enable international usage and contactless, then disable them after your trip for safety. Statements, GST invoices, and payment confirmations are downloadable for tax and reimbursement purposes.

Charges, Limits, and Timelines You’ll Commonly Ask About

Cash advances on credit cards attract a cash withdrawal fee (commonly 2.5% of the amount, minimum Rs 300) and finance charges from the day of withdrawal; there is no interest-free period on cash. Revolving finance charges on unpaid balances can be up to about 3.5% per month (42% p.a.). Foreign currency transactions typically carry a markup (often around 3.5%) plus GST on the markup. For exact rates on your variant (e.g., Coral, Amazon Pay ICICI, Sapphiro), check your card’s Most Important Terms and Conditions (MITC) in the app or website.

Replacement cards for loss/damage usually attract a nominal reissue fee (commonly around Rs 100 plus GST; premium cards may be waived). Overlimit usage, late payment, and returned payment fees are slab-based; ICICI customer care can quote the current slab applicable to your card. Reversals for erroneous fees are case-by-case; request within the same billing cycle for the best chance of approval.

Disputes and Chargeback: How to Raise It Properly

For a transaction you don’t recognize, first verify with family/authorized users and check if any recurring mandates exist. If still unrecognized, hotlist the card (if you suspect compromise), then initiate a dispute via iMobile Pay (Credit Cards > Service Requests > Dispute Transaction) or through customer care. Provide date, amount, merchant name, channel (POS/online/contactless), and any supporting evidence (emails, invoices, delivery screenshots). Keep the SR number and email acknowledgment.

ICICI will lodge a chargeback where applicable and may issue a provisional credit if the case merits it. Do not pay suspicious transactions while they are under investigation; instead, pay the “Total Amount Due excluding disputed amount” to avoid interest on genuine spends. Expect periodic updates via SMS/email. Final outcomes depend on card network rules and merchant evidence; typical resolution windows are 45–90 days.

Escalations, Addresses, and Regulatory Recourse

If your issue remains unresolved, use the Grievance Redressal page’s Level-1/Level-2 forms. For further escalation, write to the Head – Service Quality (often via [email protected]) with your SR number and complete history. Allow the stated turnaround time (usually 7–10 working days) for a response. Keep copies of statements, screenshots, and call logs.

Postal addresses you may need: Registered Office – ICICI Bank Tower, Near Chakli Circle, Old Padra Road, Vadodara, Gujarat 390007, India. Corporate Office – ICICI Bank Towers, Bandra-Kurla Complex, Mumbai 400051, India. If the bank does not resolve your complaint within 30 days or you are dissatisfied with the resolution, approach the RBI Integrated Ombudsman via the Complaint Management System: https://cms.rbi.org.in (attach the bank’s responses and your evidence).

Pro Tips to Get Faster, Cleaner Resolutions

• Authenticate quickly: call from your registered mobile and keep your card number, DOB, and last transaction ready.
• For disputes, raise them within 60 days of the statement; upload clear evidence and merchant correspondence.
• Use digital controls: disable international/contactless/e-commerce when not needed; set transaction limits.
• Confirm fees in-app before EMI conversions; compare effective annualized rates and processing fees.
• Always note the SR number and ask for an email/SMS acknowledgment for every request.
• When traveling abroad, enable international usage just before departure and disable it upon return.
• If your card is compromised, block first, then investigate; don’t delay hotlisting.
• For social media, share only partial details via DM (never full card/PIN/CVV/OTP); prefer the app or helpline for sensitive actions.
• If unresolved, escalate via the Grievance Redressal page with a concise timeline of events; then approach RBI CMS after 30 days if needed.

Note: Phone numbers, fees, and processes may change. Always verify current details on https://www.icicibank.com or through the iMobile Pay app before acting, especially for charges and international calling rates.