BANK SECURITY and we(we is small)

It's 2 AM and we decided to pack up our long discussion over Net Banking Security.
But, one thing I realized why we are not on customer centric.
My sister in law has an ICICI account in Pune and she uses the net banking feature as well.
Now, as she is in USA past 6 months, her cell is also disconnected and hence her cell number is not updated on her ICICI account. Do we realize importance of this?
ICICI installed some patch on their website and now it asks for OTP- One Time Password. Now as her cell number is not updated, she did not get the SMS. The security thing sounds perfect and strategic.

We called up ICICI call center, after argueing Line 1 guy to send the OTP on registered email, we asked him to escalate the call. The Line 2 guy explained we don't have any other alternative. He said the email option is for NRIs accounts and mobile number is option for Indian residents.

ICICI Line 2 guy suggested you can make application to some hyderabad address to update cell number.And he hanged up the call by saying have a nice day(we are having night here :D)

So bottom line as a solution , we are needed to spend some dollors to make the courier to India or we convert our account to NRI account(NRI account needs a minimum balance of Rs.1 Lakh :P )

My brother added like he gets the options like email,mobileno for his CHASE Bank account in USA. Also, while swiping credit card at petrol pump, he is just needed to enter the ZIP code.
The power of customercentric approach is hardly seen in ICICI Banks approach.
I can't understand, how can they put just mobile number option for OTP m why not Email for Indian residents ?

Indians do use email and should get the option of email along with mobile number. Also, they could have email or posted letters related to this feature.
It sounds like ICICI were not sure of the launch of the feature :D

Is it done by ignorance or ICICI want to increase NRI accounts? or in the process they will loose some customers as well(My brother has decided to close the sister in law's account but for that we are needed to come to India :P )
I had my first salary account with ICICI only :P , but they can grow big with making small fixes.