ICICI Credit Card Customer Care: An Expert, Practical Guide

What ICICI credit card customer care can do for you

ICICI Bank’s credit card support is designed to cover the entire card lifecycle—application status, activation, PIN and limit management, reward redemption, EMI conversions, chargebacks, dispute resolution, and emergency hotlisting if your card is lost or stolen. You can reach them via 24×7 phone lines, the iMobile Pay app, Internet Banking, WhatsApp, and the official Help & Complaints portals.

Across channels, expect real-time self-service for routine requests and assisted support for complex cases. Emergency hotlisting is available round-the-clock; billing disputes and chargebacks typically require supporting documents and follow a network-governed timeline (often 45–90 days for final resolution). Always keep your registered mobile number active for OTP-based authentication.

Quick contacts (verified channels)

• 24×7 Customer Care (within India): 1860 120 7777 (local call charges may apply)
• Toll-free (India): 1800 1080 (general banking including credit card queries)
• WhatsApp Banking: +91 86400 86400 (send “Hi” from your registered mobile)
• Help Centre: https://www.icicibank.com/help/call-us (latest phone numbers by product and location)
• Complaints & Grievances: https://www.icicibank.com/complaints
• Official website: https://www.icicibank.com (navigate to Cards > Credit Cards for product-specific help)
• Social care (public, no confidential data): X/Twitter handle @ICICIBank_Care

Note: The 1860 series is typically reachable from most Indian operators but is not toll-free. For the latest region-wise or overseas numbers, always refer to the Help Centre page above, as contact matrices can change.

If you are outside India, use the country-specific numbers listed on the “Call Us” page or initiate a secure request through Internet Banking/iMobile Pay. Avoid sharing card details over email or public social platforms; use official forms or secure in-app channels.

Reaching the right team quickly on phone support

Call from your registered mobile number to speed up authentication. The IVR can identify your relationship via CLI and fetch your card details automatically. Keep your card’s last four digits ready; you will usually authenticate using OTP or your telephone PIN (TPIN), depending on the menu.

When prompted, choose “Credit Card” from the first-level menu, then select the relevant topic (lost card, statement issues, rewards, EMI conversion, etc.). If at any point you prefer an agent, use the “talk to an executive” option after authentication. For urgent issues like a suspected fraudulent transaction, opt for the emergency/lost card path to hotlist immediately before discussing disputes.

Digital self‑service: iMobile Pay and Internet Banking

The fastest way to manage your credit card is typically via iMobile Pay (Android/iOS) or Internet Banking. You can activate your card, generate/reset your PIN, set international/online usage, enable/disable contactless, view e-statements, redeem PAYBACK/ICICI rewards, convert transactions to EMI, and raise disputes with document uploads. These actions are logged and often take effect instantly or within minutes.

Within iMobile Pay, navigate to Cards & Forex > Credit Cards to see your card dashboard, limits, controls, and service requests. On the website, log in and go to Cards > Credit Cards > Service Requests. For simple questions, try the virtual assistant “iPal” on icicibank.com; it can route you to the correct form or open a service ticket.

Lost/stolen card or fraud: what to do immediately

If your card is lost, stolen, skimmed, or there are unauthorized transactions, hotlist the card right away through iMobile Pay/Internet Banking or by calling 1860 120 7777 or 1800 1080. Hotlisting is irreversible and blocks new transactions. After blocking, request a replacement card and, if needed, a new PIN. Note that replacement fees, if any, will be disclosed during the request flow.

Under the Reserve Bank of India’s customer liability framework (circular dated July 6, 2017), timely reporting is critical. If you report unauthorized electronic transactions within 3 working days of receiving communication, you generally have zero liability. Between 4–7 working days, your liability is limited as per the bank’s category and policy. Always obtain a complaint reference number and follow up through the Complaints portal if you need written acknowledgement.

Billing disputes, chargebacks, and refunds

For duplicate charges, non-receipt of goods/services, incorrect amounts, or failed but debited transactions, raise a dispute as soon as you notice it—ideally within the same billing cycle. Use iMobile Pay/Internet Banking to submit a dispute with proofs (merchant correspondence, cancellation confirmations, delivery logs). Phone support can create a ticket, but digital uploads usually speed things up.

Card network rules govern chargeback timelines; banks typically resolve within 45–90 days depending on case complexity and merchant response. You may see a “provisional credit” during investigation for certain dispute types; this can be reversed if the merchant subsequently provides valid proof. Track the case via your service request or complaint reference number.

Escalation path and formal grievances

If your issue is not resolved within the promised turnaround (often communicated by SMS/email in 1–2 business days), escalate through ICICI Bank’s structured process. Start at Level 1 (customer care/service request). If unsatisfied, proceed to Level 2 (Service Quality team) and Level 3 (Principal Nodal Officer) via the Complaints portal: https://www.icicibank.com/complaints. Each level will issue a new reference ID and provide a response timeline, typically within 7 working days.

If you receive no resolution within 30 days of registering a complaint with the bank, or you are dissatisfied with the final response, you can approach the RBI Integrated Ombudsman through the Complaint Management System (CMS): https://cms.rbi.org.in. Keep copies of all correspondence, reference numbers, statements, and evidence ready to expedite your case.

Addresses and official identifiers

Registered Office (for statutory correspondence): ICICI Bank Limited, ICICI Bank Tower, Near Chakli Circle, Old Padra Road, Vadodara 390007, Gujarat, India. This is the legal address for registered communications; do not courier your physical card or share PINs in any postal communication.

Corporate/Head Office: ICICI Bank Towers, Bandra–Kurla Complex (BKC), Mumbai 400051, Maharashtra, India. For consumer issues, the online portals and phone support remain the primary channels; physical visits are generally not required for card servicing.

Costs, hours, and security hygiene

Phone lines for emergencies are operational 24×7. The 1860 series typically incurs standard operator charges; 1800 lines are toll-free within India. WhatsApp messages are free over data. Never share your full card number, CVV, PIN, OTP, or NetBanking credentials with anyone—ICICI Bank staff will never ask for these. Prefer in-app and logged-in website journeys over email, which is less secure.

To streamline any interaction, keep the following ready: last four digits of your card, your registered mobile phone, a valid government ID for KYC queries, and PDFs/screenshots of disputed transactions or merchant conversations. Accurate and early documentation significantly shortens resolution times.

High‑impact self‑service actions to try before calling

• Instant card controls: Enable/disable international, online, or contactless transactions; set per‑transaction and daily limits via iMobile Pay or Internet Banking.
• PIN and security: Generate/reset your card PIN; update mobile/email; enable e-statements to speed dispute evidence.
• Payments and EMIs: Make same‑day payments via UPI/NEFT/BillDesk; convert eligible transactions to EMI; view foreclosure charges before closing EMIs.
• Rewards: Check and redeem points; review expiry; download redemption confirmations for reference.
• Service requests: Download statements, interest/fee breakups, and SOAs; raise and track disputes with attachments and receive acknowledgements automatically.

For the most accurate, current phone numbers and escalation coordinates, always verify on ICICI Bank’s Help Centre: https://www.icicibank.com/help/call-us. Save the emergency numbers and WhatsApp contact now so you can act immediately if the need arises.