Is there a direct number or any number I can call and talk to a supervisor at Citi to complain? I have 6 accounts with Citi. My complaint is with the Concierge service with the Prestige card. I've paid my annual fee of 500 on this card already and have yet to really take advantage of it's benefits. I decided to use one of my golf vouchers and book a golf outing for 3 of my friends and I, over a month ago... and it wouldn't let me because I am not allowed to beyond 7 days out. So Sunday I tried to and I received an error message when I checked out to pay that said it can't confirm tee time because pricing is no longer available, and that I should call the concierge. So this is what I do.
1. Call Citi. Results : Connected me to concierge hold music and I waited for 10 mins, no one answered.
2. Hung up and called back 4 more times, all reulting in the phone ringing and then just hanging up on me.
3. Called the regular customer service number and the lady there was very nice. She tried getting a hold of the concierge and wasn't able to get through either. She filed a ticket saying the concierge phone lines are down. I asked her if I can just schedule the tee time with the golf course and have citi reimburse me since their service isn't working. Results: She couldn't do and told me to try back again in a couple hours. If I can't get through, She'll do a follow up with me the next day (Monday) and have a supervisor sit down with her to handle my case.
4. Later that night, I tried again. Result : Got through to concierge, and the gentleman took my info date/time/number of players/course I want and said leave it to him and he'll take care of it for me. I should have an email or call within 24 hours confirming my golf reservations.
5. Monday at noon comes and the regular representativev calls and leave me a message, saying that if I hadn't gotten a hold of concierge yet, to call her back etc. It was still in the 24 hr timeframe of concierge confirming my golf reservation so I didn't call her back. Gave concierge benefit of the doubt to follow through on what he said.
6. Monday is over and I hear nothing. Tuesday morning I called concierge and said I haven't heard from them yet. They said a golf specialist will call me within 3 hours.
7. Tuesday afternoon comes by and I don't get a call. Rather, I get an email stating "Thank you for contacting Citi Prestige Concierge regarding your golf request. I wanted to reach out to you and find out the exact date you are looking to play. Please give us a call at your earliest opportunity and we look forward to speaking with you soon."
8. Now I'm ticked off. I called the concierge back and blasted them for their poor service. The guy on Sunday that took all my info didn't provide the date for my golf reservation even though I gave him every thing I knew minus my blood type info. Oh and the golf specialist is out at lunch and NO ONE else there knows how to handle this. I talked with a "regular" concierge lady who was very apologetic but in the end wasn't able to help me book my tee time because according to her, Golf Switch hasn't updated their data. She also told me, in order to for me to use my free voucher, I HAD to book it through Golf Switch. Call me crazy... but if the service is down, shouldn't they have a way of allowing me to book it myself and have them reimburse me? After all I am paying a 500 dollar annual fee for extra benefits.
9. The lady from concierge was supppose to follow up with me today by 12 noon to update me. Result : no call.
10. I decided to call the original representative that offered to sit with me and a supervisor rather than dealing with the unhelpful concierge again. Result: She wasn't around or they couldn't locate her so they transferred me to CONCIERGE... where a lady told me that the golf specialist is on the phone and as soon as he gets off... he will call me. This was almost 2 hours ago...
So if anyone knows a way for me to reach a supervisor... please let me know. I want to bang my head against the wall until I pass out.
@davidsawsparks wrote:Is there a direct number or any number I can call and talk to a supervisor at Citi to complain? I have 6 accounts with Citi. My complaint is with the Concierge service with the Prestige card. I've paid my annual fee of 500 on this card already and have yet to really take advantage of it's benefits. I decided to use one of my golf vouchers and book a golf outing for 3 of my friends and I, over a month ago... and it wouldn't let me because I am not allowed to beyond 7 days out. So Sunday I tried to and I received an error message when I checked out to pay that said it can't confirm tee time because pricing is no longer available, and that I should call the concierge. So this is what I do.
1. Call Citi. Results : Connected me to concierge hold music and I waited for 10 mins, no one answered.
2. Hung up and called back 4 more times, all reulting in the phone ringing and then just hanging up on me.
3. Called the regular customer service number and the lady there was very nice. She tried getting a hold of the concierge and wasn't able to get through either. She filed a ticket saying the concierge phone lines are down. I asked her if I can just schedule the tee time with the golf course and have citi reimburse me since their service isn't working. Results: She couldn't do and told me to try back again in a couple hours. If I can't get through, She'll do a follow up with me the next day (Monday) and have a supervisor sit down with her to handle my case.
4. Later that night, I tried again. Result : Got through to concierge, and the gentleman took my info date/time/number of players/course I want and said leave it to him and he'll take care of it for me. I should have an email or call within 24 hours confirming my golf reservations.
5. Monday at noon comes and the regular representativev calls and leave me a message, saying that if I hadn't gotten a hold of concierge yet, to call her back etc. It was still in the 24 hr timeframe of concierge confirming my golf reservation so I didn't call her back. Gave concierge benefit of the doubt to follow through on what he said.
6. Monday is over and I hear nothing. Tuesday morning I called concierge and said I haven't heard from them yet. They said a golf specialist will call me within 3 hours.
7. Tuesday afternoon comes by and I don't get a call. Rather, I get an email stating "Thank you for contacting Citi Prestige Concierge regarding your golf request. I wanted to reach out to you and find out the exact date you are looking to play. Please give us a call at your earliest opportunity and we look forward to speaking with you soon."
8. Now I'm ticked off. I called the concierge back and blasted them for their poor service. The guy on Sunday that took all my info didn't provide the date for my golf reservation even though I gave him every thing I knew minus my blood type info. Oh and the golf specialist is out at lunch and NO ONE else there knows how to handle this. I talked with a "regular" concierge lady who was very apologetic but in the end wasn't able to help me book my tee time because according to her, Golf Switch hasn't updated their data. She also told me, in order to for me to use my free voucher, I HAD to book it through Golf Switch. Call me crazy... but if the service is down, shouldn't they have a way of allowing me to book it myself and have them reimburse me? After all I am paying a 500 dollar annual fee for extra benefits.
9. The lady from concierge was supppose to follow up with me today by 12 noon to update me. Result : no call.
10. I decided to call the original representative that offered to sit with me and a supervisor rather than dealing with the unhelpful concierge again. Result: She wasn't around or they couldn't locate her so they transferred me to CONCIERGE... where a lady told me that the golf specialist is on the phone and as soon as he gets off... he will call me. This was almost 2 hours ago...So if anyone knows a way for me to reach a supervisor... please let me know. I want to bang my head against the wall until I pass out.
Call one of the EO numbers listed in the helpful threads section. I hear CITI EO is really nice and knows their stuff! Good Luck! 
What a headache! I've only had to use concierge for the prestige once and it was hard to get to a concierge to begin with because of all the waiting and transfering. I hope they compensate you for the wasted time considering you paid a hefty fee for all the benefits including concierge. JP Morgan is a lot faster and responsive, but even so, I've had tasks/requests sitting idle and lost.
