ICICI NRI Services Customer Care: Complete, Practical Guide

How to reach ICICI NRI Customer Care from overseas

ICICI Bank provides dedicated NRI servicing via country-specific phone lines, secure in-app and Internet Banking messages, and web forms. The fastest way to get the correct phone number for your country is to visit the official NRI contact page: https://www.icicibank.com/nri-banking/contact-us. This page lists toll-free and local numbers by country/region, along with current service hours and any temporary advisories. Always use numbers published on this page to avoid phishing or outdated details.

If you already have access to ICICI Internet Banking or the iMobile Pay app, use the “Service Requests/raise a ticket” flow for non-urgent issues. Logged-in requests are traceable and typically receive updates by email/SMS with a unique reference. For urgent matters such as card blocking or suspicious activity, call the country-specific NRI number or the global helpline listed on the NRI contact page; emergency card hotlisting is available 24×7.

Phone support hours and what to expect on a call

Phone support for NRIs operates 24×7 for emergencies and during extended business hours for most general queries, depending on the country. Expect an IVR that verifies your identity via Customer ID, registered mobile number, or partial card/account details. Keep your registered mobile available for OTP-based verification. Average connection times vary by time of day; calls placed during local morning hours generally experience the shortest queues.

When calling from outside your registered country, roaming charges and international rates may apply if you don’t use the local toll-free line. If you are unsure which number to use, first check the NRI contact page. ICICI’s team can create a service request and provide you a case ID on the call; note it down and ask for the expected turnaround time (TAT) and the document upload path, if any.

What to keep ready before contacting support

Having the right information handy significantly reduces handling time and avoids back-and-forth. Prepare the following before you call or raise a request online.

• Your Customer ID and NRE/NRO account numbers; last 4 digits of any linked debit/credit card
• Registered mobile number and email address; current overseas contact number if different
• Passport/OCI number and country of tax residence (for FATCA/CRS-related queries)
• Transaction references: UTR (22-character for NEFT/RTGS), IMPS reference, or international wire SWIFT reference; include date/time and amount
• Beneficiary details: name, account number, IFSC (format example: ICIC000XXXX), SWIFT code where relevant (ICICI’s general SWIFT: ICICINBBXXX; some branches use specific codes)
• For repatriation from NRO: PAN, latest tax proofs, and whether Form 15CA/15CB is ready or needs facilitation
• Device/app details for tech issues: phone model, OS version, iMobile Pay app version, and exact error message or screenshot (no sensitive data)

Security reminder: ICICI Bank will never ask for your full OTP, CVV, ATM PIN, or full passwords over phone, chat, or email. Share only partial details needed for verification. If in doubt, disconnect and call back using the number on https://www.icicibank.com/nri-banking/contact-us.

Common NRI service requests and typical timelines

NRE/NRO account opening initiated online is typically completed in 3–7 working days after receipt and verification of documents; timelines can be longer if attestation is required by a notary/embassy in your country. If any KYC gap is found (e.g., address proof, passport validity, or signature mismatch), expect a re-documentation request within 1–2 business days via email.

Incoming international remittances by wire are usually credited same day to T+2, depending on the sending bank and clearing network. Ensure your sender uses the correct beneficiary details and SWIFT. ICICI will share the bank UTR/reference once funds reach India; keep your sender’s SWIFT reference for reconciliation. IMPS and NEFT within India follow standard settlement windows (IMPS: near-instant, 24×7; NEFT: half-hourly batches; RTGS: real-time during RTGS hours).

FATCA/CRS updates and profile changes (email, overseas address) generally reflect within 1–3 business days after document validation. Card hotlisting is immediate; replacement card dispatch to an overseas address may take 7–14 working days depending on courier and destination. Charges apply as per your Schedule of Charges (SoC); ask the agent to read out the exact fee before proceeding and to note it in the case summary.

Fees, FX, and limits you can confirm with customer care

Foreign currency mark-up on cards varies by product; many Indian debit/credit cards levy about 3.5% plus applicable taxes on international transactions, but your exact rate depends on your card variant. Customer care can confirm the fee for your specific card and advise whether dynamic currency conversion (DCC) was applied by a merchant—often costlier than being charged in the transaction currency.

For outward remittances from India (resident-to-overseas), the Liberalised Remittance Scheme (LRS) limit is USD 250,000 per financial year per individual; NRIs may have different operational consent and documentary needs depending on the source of funds (NRE vs NRO). For NRO-to-overseas repatriation, banks typically require Form 15CA/15CB and proof of tax deduction or exemption. ICICI can guide you on accepted formats and how to upload documents securely via logged-in channels. For current fees and exchange rates, check the live tools or rate calculators on icicibank.com; for example, Money2World for outward remittances is at https://www.icicibank.com/personal-banking/forex/money2world.

Escalation path and regulatory recourse

ICICI follows a structured grievance redressal mechanism with defined levels and timelines. Always start by obtaining a case ID at Level 1; escalation without a reference number often causes delays. Keep copies of email exchanges, call logs, and documents you submitted, with timestamps in IST and your local time for clarity.

• Level 1: Raise a service request via Internet Banking/iMobile Pay or call the NRI number (see https://www.icicibank.com/nri-banking/contact-us). Ask for TAT and case ID.
• Level 2: If unresolved within the promised TAT, escalate via ICICI’s Grievance Redressal page (navigate: Help & Support > Complaints/Grievance Redressal on icicibank.com). Quote your case ID and attach proofs.
• Level 3: Write to the Principal Nodal Officer through the same Grievance page; include a concise chronology, losses (if any), and the exact relief sought.
• External: If not resolved within 30 days from first complaint, approach the RBI under the Integrated Ombudsman Scheme (IOS) via the CMS portal: https://cms.rbi.org.in. Keep your bank case IDs and correspondence ready.

When escalating, be specific: state the transaction reference (e.g., UTR), date, channel (NEFT/IMPS/wire), and what outcome you expect (refund, charge reversal, status update). For cross-border chargebacks or FX disputes, attach invoices, merchant emails, and proof of charge reversal attempts; these cases can take 45–120 days depending on networks and counterparties.

Submitting documents digitally the right way

Upload color scans in PDF or high-quality JPEG (generally under 2–5 MB per file as a best practice unless the portal specifies otherwise). Include complete pages, signatures, dates, and attestations where required. For passports, include the bio page and the page showing validity/extension; for address proofs, ensure the document shows your name, full address, and an issue date within the bank’s acceptable window.

For 15CA/15CB, verify that PAN details match bank records and the remittance purpose code is correct. If you are using a chartered accountant for 15CB, ask them to include the bank’s case ID on their covering note; this helps customer care link documents to your request faster.

Security and fraud prevention when contacting support

Always initiate contact using the official site: https://www.icicibank.com. Do not rely on search engine ads or third-party directories for phone numbers. On calls, agents will never ask for your full OTP, full password, or CVV; if someone does, hang up and call the number listed on the NRI contact page. For email, prefer replying only to messages sent from official icicibank.com domains and avoid attaching documents unless you are using a secure, logged-in upload path.

For suspicious transactions, block your card immediately via iMobile Pay or Internet Banking and call the NRI helpline. File a dispute within the card network timelines (often within 30–60 days for card-not-present transactions). For account access issues, reset credentials only through official channels; enable two-factor authentication and transaction alerts (email/SMS) for all linked accounts.

Practical examples and phrasing that speeds up resolution

For a delayed incoming wire: “Incoming wire of USD 2,500 sent on 14 Aug 2025 from Bank of XYZ, SWIFT ABCDUS33, to my NRE account ending 1234; sender’s SWIFT reference: 2025-0814-XYZ-789; my details provided: Name, NRE account, ICICINBBXXX. Please trace and confirm credit or advise if any compliance hold applies.” Including the SWIFT reference and the exact date/time helps the team initiate a trace with their correspondent bank immediately.

For NRO repatriation: “Requesting repatriation of INR 750,000 from NRO to overseas account for purpose code S0001; PAN ABCDE1234F; Form 15CA (Part C) and 15CB attached; tax paid as per annexed computation. Please confirm receiving bank details and expected TAT.” Clear purpose code, tax documentation, and amounts reduce compliance queries and repeat document requests.