Citi has not improved

Discuss the Visa & MasterCard payment networks as well as cards that operate through them.
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TXviking
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Citi has not improved

Postby TXviking » Mon Jul 11, 2016 2:43 am

It appears Citi customer service has not improved. I have what should be a relatively simple question about setting up bill pay for the Citi Costco card they sent me. I realize it's the middle of the night, but they advertise 24/7 customer service. And yet, even deducting the minute and a half I spent navigating through their voicemail menus, I've now been waiting for a CSR for a solid 30 minutes.

Ridiculous. :rant:


yfan
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Re: Citi has not improved

Postby yfan » Mon Jul 11, 2016 10:03 am

Sorry to hear. Have you tried chat or just sending them an SM?

Tubpbs
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Re: Citi has not improved

Postby Tubpbs » Mon Jul 11, 2016 11:42 am

yfan wrote:Sorry to hear. Have you tried chat or just sending them an SM?


I've had mixed experiences with the chat. Sometimes they can help and sometimes the stuff is out of there scope. It's probably worth 3 minutes to find out though.
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TXviking
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Re: Citi has not improved

Postby TXviking » Mon Jul 11, 2016 2:43 pm

Naw, I finally got through after 37 minutes. And made a (polite) suggestion that they should hire more CSRs.

Tubpbs
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Re: Citi has not improved

Postby Tubpbs » Mon Jul 11, 2016 4:12 pm

TXviking wrote:Naw, I finally got through after 37 minutes. And made a (polite) suggestion that they should hire more CSRs.


Haha. They should.

The Prestige reps answer more quickly and are a little better than a normal rep but I feel like you can still get someone from gen pop customer service that's much better than a Prestige rep.
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CarefulBuilder14
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Re: Citi has not improved

Postby CarefulBuilder14 » Tue Jul 12, 2016 12:40 am

I'm not sure what to think. The new Costco cards have been out for a while now, so it's not like the card just went live and a lot of the non-CC-geek Costco customers have basic questions that are keeping CSRs busy. Maybe Citi figures the Costco Visa customer base doesn't travel heavily or have the same 24/7 needs that AA Executive or Prestige customers might have.

37 minutes is a long time, but I also feel an experience like that could be possible if another bank had taken over the cards. I once waited for like 15 minutes on the CSP line (and would have hung up if there wasn't an erroneous fraud alert to lift before travel). I just sat and read for a while with the speakerphone on.

If Chase keeps a $95 AF proprietary card customer waiting for 15 minutes on a Sunday afternoon, would they do the same to a no-AF card customer for 37 minutes in the wee hours right after a weekend? I'd say it's possible.

My delays with Discover/Citi/Amex/Barclaycard have been under 5 minutes...but, then again, I haven't often had to call, especially at odd hours.
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rockyrock
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Re: Citi has not improved

Postby rockyrock » Sun Jul 24, 2016 2:14 pm

TXviking wrote:Naw, I finally got through after 37 minutes. And made a (polite) suggestion that they should hire more CSRs.


I called in the middle of the day last week and it took 37 mins...the CSR answered and asked how I was and I responded by stating: "slightly more aggravated than I was 37 minutes ago..." I was polite but she got the point. I got a follow-up survey via email and restated that 37 mins is way to long to wait.
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Re: Citi has not improved

Postby newtoUS » Mon Jul 25, 2016 11:42 am

I agreed with you. I am new to the US, I have a credit card at other bank, with score close to 750. They got my information from American Airlines, send me invitation to open Milage credit card. Since I do international travel every year, of course I was excited to apply. Then they rejected me immediately. What the hell a bank sent me an invite then rejected me? If I am not qualified why did they send the invite? Are they scamming people?

Very disappointed with Citibank.

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CarefulBuilder14
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Re: Citi has not improved

Postby CarefulBuilder14 » Mon Jul 25, 2016 1:45 pm

newtoUS wrote:I agreed with you. I am new to the US, I have a credit card at other bank, with score close to 750. They got my information from American Airlines, send me invitation to open Milage credit card. Since I do international travel every year, of course I was excited to apply. Then they rejected me immediately. What the hell a bank sent me an invite then rejected me? If I am not qualified why did they send the invite? Are they scamming people?

Very disappointed with Citibank.

That's very common, and not just something Citi and AA do.
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flan
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Re: Citi has not improved

Postby flan » Tue Jul 26, 2016 8:29 pm

TXviking wrote:Naw, I finally got through after 37 minutes. And made a (polite) suggestion that they should hire more CSRs.


Why would they do that? It would cost them money. You're not going anywhere, you're stuck with them.



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