[mick]

I have to say that with all I've read about Citibank's customer service (or lack thereof), I still braved it and took them up on the Ready Credit offer that was sent to me as a Qantas promotion for 4,000 QFF points a couple of months ago. When I called Citibank to confirm the conditions of Ready Credit, they said they could open the account over the phone instead of me submitting it by post, which I agreed to.

During the very lengthy process, "something happened" with the computers at Citibank and they couldn't process my application at that time and that I was to call back the next day and try again. Grrr... :x OK, so I do that and it all seems to be OK and I confirm that the offer was for Qantas points, even though they were pushing the 4.9% balance transfer over and over (which does not interest me at all). Yes, yes, you will get the points, they told me. When the terms and conditions were played back to me, there was mention of having to be a QFF to receive points, etc., however, I should've smelt a rat when they didn't ask for my QFF number during the application process.

I receive confirmation that my application was approved (with an extremely generous credit limit) and that I'd receive my card in the post in a few days. Well, it doesn't arrive - and neither do the QFF points. I call them back and discover they stuffed up my address and so they mail the card back out to the proper address. When asked about the points, they said they will have to investigate the matter further, but they can take 4-6 weeks to credit.

I called back several times thereafter and I discover last Friday that they didn't process the application with the Qantas promotion code and was therefore ineligible for points. I told them I wasn't interested in balance transfers (they kept pushing it) and that I'd close the account because they had mislead me. After being shuffled around explaining my story three times to different people, they then put me through to their account closures department. They just wouldn't budge. Before they closed the account, they asked me again if I wanted to take advantage of the balance transfer offer!!! At Citibank, the left hand really has no idea what the right hand is doing. It's just plain nonsense.

It was a chore dealing with them right from the start and they certainly were relentless in ensuring I wasn't satisfied. The annoying thing is that I'm heading overseas in July and really needed an instrument like RC.

The time and effort really was not worth the 4,000 points I didn't get! Make sure the promotion code (Q1QY5HYA) and your QFF number is quoted if you choose this method to apply.

Does anyone know if there is a local Citibank point of contact I can complain to (or is it just not worth it)?

[Lindsay Wilson]

Mick, I have had need to contact Citibank over non-credited FF points for "referral" members and I was given a Team Leader's name (based in Sydney) by a friend on Flyertalk. I contacted him by email and he credited the points (a not insignificant number, as I had referred 7 people to Gold or Platinum), after a short investigation. If you want his name, drop me a private message and I'll give you his contact details.

[NM]

mick, also be aware that since you applied for the card and they offered it with a generous credit limit, you may find it more difficult to get credit in the future. It is my understanding that your credit reference will still show that you applied for, and were granted, a significant amount of credit. It will not show that you cancelled the credit facility soon after.

This can be a big downside of chopping and changing credit cards on a regular basis. It is also why CC companies want to offer you the largest amount of credit they can. In many cases you don't a specific amount, they just tell you what has been approved. They want to lock you in by making your credit reference look less attractive to other credit providers.

[johnsmith]

Originally Posted by mick

I have to say that with all I've read about Citibank's customer service (or lack thereof), I still braved it and took them up on the Ready Credit offer that was sent to me as a Qantas promotion for 4,000 QFF points a couple of months ago. When I called Citibank to confirm the conditions of Ready Credit, they said they could open the account over the phone instead of me submitting it by post, which I agreed to.

During the very lengthy process, "something happened" with the computers at Citibank and they couldn't process my application at that time and that I was to call back the next day and try again. Grrr... :x OK, so I do that and it all seems to be OK and I confirm that the offer was for Qantas points, even though they were pushing the 4.9% balance transfer over and over (which does not interest me at all). Yes, yes, you will get the points, they told me. When the terms and conditions were played back to me, there was mention of having to be a QFF to receive points, etc., however, I should've smelt a rat when they didn't ask for my QFF number during the application process.

I receive confirmation that my application was approved (with an extremely generous credit limit) and that I'd receive my card in the post in a few days. Well, it doesn't arrive - and neither do the QFF points. I call them back and discover they stuffed up my address and so they mail the card back out to the proper address. When asked about the points, they said they will have to investigate the matter further, but they can take 4-6 weeks to credit.

I called back several times thereafter and I discover last Friday that they didn't process the application with the Qantas promotion code and was therefore ineligible for points. I told them I wasn't interested in balance transfers (they kept pushing it) and that I'd close the account because they had mislead me. After being shuffled around explaining my story three times to different people, they then put me through to their account closures department. They just wouldn't budge. Before they closed the account, they asked me again if I wanted to take advantage of the balance transfer offer!!! At Citibank, the left hand really has no idea what the right hand is doing. It's just plain nonsense.

It was a chore dealing with them right from the start and they certainly were relentless in ensuring I wasn't satisfied. The annoying thing is that I'm heading overseas in July and really needed an instrument like RC.

The time and effort really was not worth the 4,000 points I didn't get! Make sure the promotion code (Q1QY5HYA) and your QFF number is quoted if you choose this method to apply.

Does anyone know if there is a local Citibank point of contact I can complain to (or is it just not worth it)?

I am thinking of flying to the Philippines to have a look in the jungle for the Citibank call centre and maybe i will apply for a job with them to see what the problem is.

[arun]

I applied for ready credit at the Sydney Airport. Got the card and the points without any issues. Then I called to get a bal transfer. They said they can send me a cheque. Great.

But the cheque did not arrive for a month, but I got a statement for that amount and was asked to pay the minimum amount due! I asked them to cancel the cheque, as I did not need the money at that point. They did that.

They are not the easiest bank to deal with!

[netaddict]

The lack of response or the lack of frequent flyer points from Citibank is a all too common story.

I applied via the web, was approved, again with a very nice limit. The approval was done with some issues, mainly due to the fact there representatives didn't speak good english.

After 8 weeks there were no frequent flyer points so I called them and they said they would lodge a complaint. At the time of doing so I was told I may receive a call back in 2 weeks. I demanded this was not acceptable and expected to speak to someone now, after some pishing I did speak to someone. They were just as useless as everyone else at Citibank.

The point were credited but no follow up from them and despite me trying to get follow up from them it lead to nothing. I've just given up and ended up getting 8000 points from them, double what I should have.

I will keep the line fo credit until I get back from overseas in July, once I do I see no need for the line of credit so will cancel it and say good bye to bad customer service.

I thought some other companies had poor service, but Citibank takes the cake!

[NM]

I opened my ReadyCredit account just before the QF points promotion so have no experience in that matter. I opened mine for two reasons:

• Good exchange rate and no additional fees for foreign ATM cash withdrawls, so I now use it exclusively for overseas cash access
• Cheque book with no additonal fees (only government stamp duty) and no annual fee

I use BPay to transfer funds into my ReadyCredit account before any cash or cheque withdrawls so I don't pay any interest.

Although I have a huge amonut of credit available, I still use it as a debit card. But if applying for a loan of any sort, it would have to be shown as a potential debt since it is available credit, so that might catch me out some time in the future. But my use is low and I can live without it if I need to close it later.

I have not had any need to call their customer service staff. But I have received multiple phone calls from them trying to get me to take out their credit insurance policy, which I refuse based on the way I use the card. I have not had a phone call from them for about 6 months now, but they keep including a booklet on this insurance with every statement they post me.

[mick]

Lindsay, have sent you a pm - thanks.

NM, you're quite right about those limits - which is why I'm a little miffed that they've given me a high limit which I now can't use (because I've closed the account out of frustration and principle). A little while ago, I was given two credit cards by the bank I have a mortgage with and their limits were bumped so high, it caused issues trying to get another mortgage. I had to close one card and drastically reduce the limit on the other and provide proof of this before being approved.

It's quite a sneaky tactic they employ!

We'll see if I can have some sense derived from a local contact - here's hoping.

[johnsmith]

Originally Posted by mick

Lindsay, have sent you a pm - thanks.

NM, you're quite right about those limits - which is why I'm a little miffed that they've given me a high limit which I now can't use (because I've closed the account out of frustration and principle). A little while ago, I was given two credit cards by the bank I have a mortgage with and their limits were bumped so high, it caused issues trying to get another mortgage. I had to close one card and drastically reduce the limit on the other and provide proof of this before being approved.

It's quite a sneaky tactic they employ!

We'll see if I can have some sense derived from a local contact - here's hoping.

I thought the maximum limit on these ready credit accounts was $25,000, do they offer more than this? How does your bank know the credit you have available on other credit cards? they have no way of finding this out unless you inform them.

[NM]

Originally Posted by johnsmith

I thought the maximum limit on these ready credit accounts was $25,000, do they offer more than this? How does your bank know the credit you have available on other credit cards? they have no way of finding this out unless you inform them.

Yes, the max limit is $25K.

They will know because the application for the other cards will be on the credit reference databases, along with every application you have made for any credit facility. And you are legally obliged to be truthful and honest when you complete the application form for any new credit facility.