Citibank - Why are they so difficult to deal with?

[Febs]

I know this isn't news to anyone, more of a rant. Bear with me.

I've had incorrect transactions on my Earth and AMEX cards from time to time. Call up, identify the transaction, Westpac/AMEX investigate. Couldn't be simpler. Phone call never takes more than 3-4 minutes.

Citibank? Like pulling teeth.

I called up re: two transactions on my online transaction list - one which is for about double what it should be (I recognise the vendor), and one which I don't recognise at all.

Citibank: "Sir, I suggest you call the vendor and discuss it with them."

Me: "Umm...firstly, the vendor I recognise processes thousands of transactions each day. I'm sure they won't easily be able to find my transaction. Secondly, I have no idea who the second vendor is."

Citibank: "Right, but I suggest you call them up."

Me: "Umm..how"

Citibank: "White pages" (I kid you not)

Me: "They're not in there. They're also not in Google."

Citibank: "Right, well we'll investigate, charge you $8, then if the transaction is actually incorrect, we'll credit you the amount."

Me: "Umm...$8 to investigate?"

Citibank: "Oh, I mean only if the transaction is legitimate."

Then they put me on hold for 10 minutes and came back with two case numbers (finally!) They say someone will call me back in 3-5 days. Ha, we'll see. I also questioned why they don't credit the amount instantly (like every other CC company I've dealt with, and like Citibank have for me in the past), and she couldn't answer.

Unbelievable. If it wasn't a free Platinum card and didn't offer a good QFF transfer rate for VISA (for $19/yr), I'd dump it in a heartbeat. Can't believe some people actually pay for this "service"!

OK, rant's over.

Cheers,
- Febs.

PS: Is there any way to speak to an Australian call centre, for Platinum cardholders? I find it pretty poor that this card (which some people pay $250/yr for!) still has an overseas call centre. Compared to AMEX/Westpac who have some of the friendliest locals you can imagine staffing their call centres.

[Febs]

Oh, and while I'm ranting, what's with their ridiculous ID questions?

Name/address/phone number/employer - fine, no problems.

"What transaction did you make on Saturday 24th Feb? How much was it for? What were your last 5 transactions?"

WTF? How are we supposed to remember that when we don't have our statements handy??

[vilemerchant]

Oh, and while I'm ranting, what's with their ridiculous ID questions?

Name/address/phone number/employer - fine, no problems.

"What transaction did you make on Saturday 24th Feb? How much was it for? What were your last 5 transactions?"

WTF? How are we supposed to remember that when we don't have our statements handy??

I always log into the account online before calling so I can easily rattle off any answers to stupid questions. One day tho even that didn't help.

"What was the amount of your last payment?"
$850.
"I'm sorry sir but that answer doesn't match my information, I am unable to continue this call with you."
Well I'm looking at it online right now and I made a $850 payment on the 25th!
"I'm sorry Sir I have to hang up now".

Then I call back, get the exact same question and give the same answer and get through. They are just baffling.

[anshul]

I know this isn't news to anyone, more of a rant.

PS: Is there any way to speak to an Australian call centre, for Platinum cardholders? I find it pretty poor that this card (which some people pay $250/yr for!) still has an overseas call centre. Compared to AMEX/Westpac who have some of the friendliest locals you can imagine staffing their call centres.

I have Citibank Platinum for almost a year now. I have called them 3 times so far.

1. To update the mailing address 1 month back

2. 4 days back when I disputed 2 transactions. They made me cancel the card because the merchant charged the card without my authority and they said we will send you replacement within 48 hours.

3. Yesterday when I didn't receive the replacement card within 48 hours as promised only to find that they sent it to the wrong address. When I updated my mailing address last month they had updated it to wrong address!!

Certainly not a Platinum service.

[serfty]

Branched dougo's issue and related posts here:

http://www.frequentflyer.com.au/comm...-my-16806.html (QFF Transfer Problem - Where are my points?)

[trippin_the_rift]

Oh, and while I'm ranting, what's with their ridiculous ID questions?

Name/address/phone number/employer - fine, no problems.

"What transaction did you make on Saturday 24th Feb? How much was it for? What were your last 5 transactions?"

Yeah I lol at that every time. This is after asking for your card and pin number too!!

I find if you push hard enough you eventually get transfered to an Australian rep.

In my experience, it's always worth contacting the merchant (perhaps even a requirement before disputing) prior to attempting to chargeback. Sometimes - the merchant will offer you something else as a sign of goodwill.

ANZ and Westpac both charge fees if the transaction is resolved in the merchant's favour of the tune to $10. Not sure about other banks... People used to do the old scam of calling up, disputing major transactions in their current cycle - the bank would then 'reverse' the transactions for at least the month and your monthly balance to pay off is much much less, pay it off and delay the large balance til the following month. This is why banks started to enforce a fee for anything that is totally legit.

[jakeseven7]

Yeah I lol at that every time. This is after asking for your card and pin number too!!

I find if you push hard enough you eventually get transfered to an Australian rep.

In my experience, it's always worth contacting the merchant (perhaps even a requirement before disputing) prior to attempting to chargeback. Sometimes - the merchant will offer you something else as a sign of goodwill.

ANZ and Westpac both charge fees if the transaction is resolved in the merchant's favour of the tune to $10. Not sure about other banks... People used to do the old scam of calling up, disputing major transactions in their current cycle - the bank would then 'reverse' the transactions for at least the month and your monthly balance to pay off is much much less, pay it off and delay the large balance til the following month. This is why banks started to enforce a fee for anything that is totally legit.

does anyone know what the charge back penalty is for the merchant if they are found responsible?

[maxkerr]

I have had a Citibank Mastercard for over 10 years now. Not long after opening an account with Citibank, they offered me a Diners Club card with no fees attached. The Diners Club card gives me 1 1/2 points per dollar spent.

I find that by dialing the call centre, the call goes through India and you get the run around in no uncertain manner. I get through to Sydney in very quick time by asking the call centre operator the following questions.

If the operator is female, I ask "are you selling sex, if you are, I only buy sex if you are wearing red panties"?

If the operator is male, I ask "are you gay and selling your body for sex"?

It is marvelous how quick I get transferred to Sydney in a hurry.

Since starting this procedure, Sydney Office has now given me a direct number into the office with a relationship manager. I give him any problem I have and it is rectified immediately with excellent results.

Yesterday, I decided to transfer some FF points to Qantas as this has to be done before the end of March. Citibank offered to transfer my Gold Card to Platinium card at no extra cost and this overcomes the problem with Qantas as the Platinium is acceptable to Qantas after the end of March.

This is typical of the excellent service I have received from Citibank especially since having a relationship manager to contact.

I can only commend Citibank on the excellent service I receive through the relationship manager.

Maybe you should get yourself into a position where you get a relationship manager attached to your account.

[Chicken]

Although I hate Citibank to the guts, I do feel some of your comments are not very fair on Citibank.

I also questioned why they don't credit the amount instantly (like every other CC company I've dealt with, and like Citibank have for me in the past), and she couldn't answer.

The official answer, is in the fees table you receive when you receive your card. It has annual fee, forex commission, etc, and it does state

Voucher request fee: $8 per sales receipt requested from a Third Party (refunded if dispute is resolved in your favour), debited to your Account at the time of your request.

The unofficial answer, is there must be a way to stop people from disputing transactions without genuine reason. Otherwise, banks and merchants would be spending everyday searching for orders and receipts just because some cardholders are too lazy to keep their own record.

Oh, just as a comparison ~

AmEx: We will advise you of the outcome of the investigation and the reasons for the outcome. If the outcome is that there has been an incorrect debit or credt to the Account, we wil adjust the Account accordingly (including any interest charges) and advise you of the adjustment.

I also checked credit card T&C from WBC, and EFT code of conduct from CBA. Both are not clear on procedure, but both basically say they will investigate, then advise you of outcome and adjust your account accordingly.

So they are all investigate first, then refund.

Oh, and while I'm ranting, what's with their ridiculous ID questions?

Name/address/phone number/employer - fine, no problems.

Honestly, do you think these questions are sufficient for ID purpose? How many people know your address and DOB and where you work? I would guess the answer is ... um... a lot???

What transaction did you make on Saturday 24th Feb? How much was it for? What were your last 5 transactions?

WTF? How are we supposed to remember that when we don't have our statements handy??

1: AmEx and ING ask me this exact same question as well. And if I don't get it, they will ask some even trickier questions.

2: If you are who you are, you can log into Internet banking to look, or you can look through receipts in your wallet, or you can look at receipts at home. If you are not who you are, the chance of you answering these questions would be a lot smaller.

does anyone know what the charge back penalty is for the merchant if they are found responsible?

I just checked the agreement from NAB many years ago from work, $25. The current one at work is from Suncorp Metway again $25.

[Diesellife]

Citibank - Why are they so difficult to deal with?

Perhaps becoz there shares are worth nothing now??