If you use Citi I hope you have a better experience than I. Once upon a time they seemed to be a good bank. They had serious online capability long before others of which I am aware. But if you ever have a problem – they suck.
Yesterday they called about fraudulent use of my card. I’m in LA but bought lunch in the UK yesterday, evidently. They are pretty good at catching fraud. They cancelled my card and then the phone connection was dropped. They didn’t call back. So I had to go through the tree (four times as the VRU system only accepts the identical entry 25% of the time, requiring human intervention (sucks)). Finally I get to a human and ask what’s going on. Then I was told that my Debit card was cancelled (good) but that a new card had not been ordered (bad). Had I not called back I would not have known (real bad). Why didn’t they call me back? New incoming calls take priority over ongoing fraud calls. How stupid is THAT?
Supervisor time. I asked why no card had been ordered? Because I had to be on the phone to get a new card it can’t happen automatically. Then why no call back? Call priority. Really?
Manager time. Reiterated above. Oh, but your new card already has been ordered. Really? Please put me on hold and contact the supervisor and ask why he lied to me about the requirement for me to be on the phone to get a new card ordered. No. Discuss call priority and return calls. My card would not have been ordered and I would not have known had I not called back and escalated. That is because you must be on the phone to get a new card ordered to ensure proper address, etc. …. But you just told me a new card had been ordered. Right. So – were you lying then or are you lying now? Dial tone.
So today I try online banking to pay bills. Can’t do online banking if my debt card is closed. Call. They identify me through several Q&A, automated and human. I am securely identified without the use of my (now closed) debit card number. OK – you can securely identify me to discuss my account – so why can’t I bank online? Because the online is attached to your debit card. Yeah, I know. But you can securely identify me without it – that’s why we are talking. But I can’t pay bills. Because the online is attached to your debit card. You already told me that. Why? Because the online is attached to your debit card. Do you understand how stupid an application design that is? That I cannot use my bank account number to do online banking – which rarely is hacked – but I can only use my debit card number – which is hacked about annually, the last time in a multi-million account hack into Citi directly, closed at your end? Well, the online is attached to your debit card.
Citi should just use robots to read a script telling me how sorry they are about any inconvenience they have caused through seriously lousy application design (I’ve been a Program Manager for F500 app design and architecture for 20 years and this is a BAD design…). Or they should just close their Customer Service Department because they obviously have zero interest in customer service. Maybe having a department was prereq to get a few billion taxpayer dollars to bail them out for atrocious policy that got their guy over to Treasury?
And intelligent people should not use Citi. They do NOT care about customer service – AND we have to bail them out. Sux.