Citi Online Pending Charges Customer Service Fail

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Ratfacedudeguy
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Citi Online Pending Charges Customer Service Fail

Postby Ratfacedudeguy » Sun Jul 15, 2012 10:24 pm

As a result of a previous remark I had made on the forums about my frustration at the inability to view pending transactions in Citi's online banking, I decided to submit the following suggestion in the Email Customer Service page:

me wrote:Hello,

I have a suggestion. I would find it extremely helpful if a Pending Charges section was added to the Account History page in the credit card online banking. I know several others who would agree with my in this request, and it would definitely help make Citi's online banking more competitive with other banks' online services.

Thank you for your time.


Approximately 10 minutes after sending that, I was surprised to find that I had a response waiting for me in my messages. Pleasant surprise I thought. Then I read the response:

Citi wrote:Dear Valued Client,

We appreciate the opportunity to assist you. We regret any confusion or inconvenience.

We appreciate you taking the time to contact us with your suggestions and comments. They are a valuable resource and will help guide us as we continue to enhance our service. We have forwarded this information to the appropriate department for further consideration.

We understand that you are having difficulty viewing recent transactions from our website. This is because it takes up to 48 hours for Unbilled Activity to be transferred to your online statement. During this time, you will not be able to see your most recent Unbilled Activity online.

We apologize for this inconvenience. If you need immediate access to account information, please contact us at 1-800-950-5114. We are available 24/7. Outside the U.S., call collect at 605-335-2222.

We would also like to let you know about our free AutoPay program, which will automatically deduct payments from your designated checking or savings account each month. Your bill will be paid on time, every time. There are no checks to write, and no due dates to remember. To enroll online, please select Enroll in AutoPay from the Payments menu.

If you require further assistance please contact us at 1-800-347-4934. We are available 24 hours a day, 7 days a week. Outside the U.S., call collect at 605-335-2222.

We appreciate your business and value you as our customer.

Thank you for using our website.


Pretty disappointing huh. Certainly on the other end of the spectrum from what I'm used to with Discover. I just couldn't see Citi ever becoming my primary credit card issuer with this being the case.
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Centium
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Postby Centium » Sun Jul 15, 2012 10:30 pm

I completely agree with you. This is my #1 complaint with Citi. Having to call just to find out which charges are pending is pathetic. I've suggested this since I first got my card in late 07', but of course, they don't listen. And for one of the biggest global banks, you would think they would have this functionality. I'm much happier with my Zync's online account management.
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MemberSince99
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Postby MemberSince99 » Mon Jul 16, 2012 8:14 am

Ratfacedudeguy2 wrote:As a result of a previous remark I had made on the forums about my frustration at the inability to view pending transactions in Citi's online banking, I decided to submit the following suggestion in the Email Customer Service page:



Approximately 10 minutes after sending that, I was surprised to find that I had a response waiting for me in my messages. Pleasant surprise I thought. Then I read the response:



Pretty disappointing huh. Certainly on the other end of the spectrum from what I'm used to with Discover. I just couldn't see Citi ever becoming my primary credit card issuer with this being the case.


Up to 48 hours? By that time most "pending" transactions have become actual transactions. Of course there realistically isn't much you can do about "pending" transactions anyway - case in point I have my fiancee as an authorized user on my Discover More card and she used it to get gas at a Shell station on Friday. The charge came through as an actual transaction for 35.36 and now there is another "pending" transaction for the same amount on the same date from Shell. It's an obvious double dip (I've had this happen before with Shell by the way) but you can't dispute it until it's no longer "pending". In the meantime it takes away from your available balance, which is why cards like Cap One with 300 or 500 limits are so useless in this day and age!

jeffysdad
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Postby jeffysdad » Mon Jul 16, 2012 8:44 am

FIA has shown pending transactions for a while. If I'm not mistaken, Chase began doing so earlier this year or some time last year. I would expect Citi to do the same in the coming months to keep up.

I suspect some banks fear that posting pending charges would precipitate numerous calls to customer services about "incorrect" charges such as those posted by gas stations. The $100 posted for the $20 tank. Additionally, numerous things get posted that never get processed. Some banks probably don't want to deal with customer inquiries about these.

But they should give their customers more credit for understanding how transactions are processed, and if necessary, provide a paragraph explanation on the website.
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Ratfacedudeguy
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Postby Ratfacedudeguy » Sun Jul 22, 2012 10:59 am

Wow. Much to my surprise, I logged onto my Citi online banking today, and saw none other than a pending transactions section! While I still think Citi is a bit off from being primary account-worthy, this new addition is very impressive, and it will make managing my accounts with them much less frustrating. Good job Citi!
Amex Green - NPSL - 05/12
Amex Zync - NPSL - 06/12
Discover it - $7750 - 11/12
Chase Sapphire Preferred Visa Signature - $5000 - 11/12
SECU Platinum Visa - $5000 - 08/08
Bank of America Cash Rewards Platinum Plus Visa - $3000 - 06/08
Citi Diamond Preferred Mastercard - $3000 - 05/12
GECRB Old Navy Visa - $2500 - 11/12
Chase Amazon Visa - $2000 - 11/12
Chase Freedom Visa - $2000 - 07/12
Citi Thank You Visa - $1000 - 06/12
Amex Blue Cash Everyday - $1000 - 01/13



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