topic Re: Citi's customer service is better than I expected in Credit Cards

Citi's customer service is better than I expected

Anonymous — Wed, 07 Jul 2021 02:48:37 GMT

I have heard so many negative things about Citi's customer service that when I had to reach out to combine my TYP accounts this evening, I wasn't sure how it would go.

First I tried to do it online with chat because ew, phone calls, but the rep kindly explained that for security reasons they are only allowed to see the one account I am logged into and provided me with the information to call. I took it down and thanked him for his assistance and told him to have a great evening, to which he replied:

"You're welcome and my pleasure, you are our valued card member and your satisfaction is our top priority.

I must admit you are one of the most polite and understanding customer I have chatted today. Thank you so much.

Have a wonderful time ahead and be safe!

:-)"

That put a smile on my face even though I didn't do much besides ask him how his day was going and treat him like a human being.

While we were finishing up the chat, I dialed up the number. The automated system had me give one of my TYP account numbers and I was immediately connected to a rep. He understood what I wanted done, asked me for the second TYP account number, asked which one I wanted to keep, and it was all done and I was off the phone in less than 5 minutes.

I already got confirmation emails and can confirm he combined the way I wanted him to. Very pleased with how effortless that all was, I was expecting more of an issue since when I submitted my app for the Custom Cash Citi's system seems to have left out my middle initial as well as my suffix despite my Rewards+ having them even though I was logged in and used their shortened application option to apply. I'm used to system issues with my suffix though... If you love your kids, don't ever saddle them with a suffix. 😐

Re: Citi's customer service is better than I expected

UncleB — Wed, 07 Jul 2021 02:56:36 GMT

I'm glad your account combo went without a hitch! (And I agree wholeheartedly about the suffix... it sucks.)

My own account combo seemed to go OK, but just a few days ago I transferred some of my Double Cash cash rewards to my newly combined Thank You points account, but the points never showed up (and the cash rewards went <poof> as well). I did a chat and the rep said it can "take some time" but now that it's been a couple of days I'm starting to think there's a glitch somewhere.

It was a trivial amount in my case (less than $2 just to test the waters), but I'm glad I'm getting to work out the kinks before it actually matters. Hopefully your experience will be smoother than mine.

Back on topic... I've always found Citi reps to be just fine, even if their IT is sorely lacking at times.

Re: Citi's customer service is better than I expected

Anonymous — Wed, 07 Jul 2021 03:08:39 GMT

@UncleB wrote:
I'm glad your account combo went without a hitch! (And I agree wholeheartedly about the suffix... it sucks.)

My own account combo seemed to go OK, but just a few days ago I transferred some of my Double Cash cash rewards to my newly combined Thank You points account, but the points never showed up (and the cash rewards went <poof> as well). I did a chat and the rep said it can "take some time" but now that it's been a couple of days I'm starting to think there's a glitch somewhere.

It was a trivial amount in my case (less than $2 just to test the waters), but I'm glad I'm getting to work out the kinks before it actually matters. Hopefully your experience will be smoother than mine.

Back on topic... I've always found Citi reps to be just fine, even if their IT is sorely lacking at times.

Oh yeah that situation doesn't sound fun. I actually did it now rather than when I get and start using the card because I was worried about it being messed up when there are two TYP accounts with a point balance but I didn't think about the possible internal card links. I got two emails, one alerting me to everything being moved to the new one, and a second alerting me to everything being moved to the old one, so hopefully it was done that way to break and restore links but I guess I will find out. 😂

I haven't had any real problems with Citi except that their process for registering Face ID is irritating. While most of my accounts just have me put my password in and check a box, I have to actually register Face ID separately with Citi which involves confirming my phone number with a code and such. I guess it's more secure (and Langley has a similar feature) but when you run beta versions of iOS like I do and sometimes have to factory reset and restore, it gets tedious having to go through that process.

Re: Citi's customer service is better than I expected

Remedios — Wed, 07 Jul 2021 03:13:20 GMT

I've never had a bad experience with Citi CSR, then again, I dont think I've had a bad experience with anyone, really.

Re: Citi's customer service is better than I expected

Anonymous — Wed, 07 Jul 2021 04:05:50 GMT

@Remedios wrote:
I've never had a bad experience with Citi CSR, then again, I dont think I've had a bad experience with anyone, really.

I'm starting to think people reporting bad experiences were rude, drunk, or some other kind of obnoxious because I even have good experiences with Comcast and the way people carry on about them, you would think that in about 18 years of dealing with their customer service that I would have had plenty to complain about...

Re: Citi's customer service is better than I expected

Matt9543 — Wed, 07 Jul 2021 07:12:55 GMT

I've been the same way with Citi, mostly. The only issue I've had is there's an AU account that I was removed from over a year and a half ago but their IT just cannot find a way to remove it from my account. I've gone through so many steps and am always told, "It will be fixed next week." I just gave up trying. They were always sweet and super considerate too.

Re: Citi's customer service is better than I expected

SouthJamaica — Wed, 07 Jul 2021 16:01:04 GMT

@Anonymous wrote:
I have heard so many negative things about Citi's customer service that when I had to reach out to combine my TYP accounts this evening, I wasn't sure how it would go.

First I tried to do it online with chat because ew, phone calls, but the rep kindly explained that for security reasons they are only allowed to see the one account I am logged into and provided me with the information to call. I took it down and thanked him for his assistance and told him to have a great evening, to which he replied:

"You're welcome and my pleasure, you are our valued card member and your satisfaction is our top priority.

I must admit you are one of the most polite and understanding customer I have chatted today. Thank you so much.

Have a wonderful time ahead and be safe!

:-)"

That put a smile on my face even though I didn't do much besides ask him how his day was going and treat him like a human being.

While we were finishing up the chat, I dialed up the number. The automated system had me give one of my TYP account numbers and I was immediately connected to a rep. He understood what I wanted done, asked me for the second TYP account number, asked which one I wanted to keep, and it was all done and I was off the phone in less than 5 minutes.

I already got confirmation emails and can confirm he combined the way I wanted him to. Very pleased with how effortless that all was, I was expecting more of an issue since when I submitted my app for the Custom Cash Citi's system seems to have left out my middle initial as well as my suffix despite my Rewards+ having them even though I was logged in and used their shortened application option to apply. I'm used to system issues with my suffix though... If you love your kids, don't ever saddle them with a suffix. 😐

I'm glad that you've had a good experience.

It seems that every time I've contacted Citi customer service they were just telling me that they couldn't help me.

Re: Citi's customer service is better than I expected

Anonymous — Wed, 07 Jul 2021 16:39:24 GMT

@Anonymous wrote:
@Remedios wrote:
I've never had a bad experience with Citi CSR, then again, I dont think I've had a bad experience with anyone, really.
I'm starting to think people reporting bad experiences were rude, drunk, or some other kind of obnoxious because I even have good experiences with Comcast and the way people carry on about them, you would think that in about 18 years of dealing with their customer service that I would have had plenty to complain about...

I think part of it is sometimes expectations (DYKWIA, MY problem should be the company's top priority type-of-thing) but from time to time there are pockets of pure incompetence, when even the most well-meaning customer begins to think "This really is a bad experience"

Re: Citi's customer service is better than I expected

Anonymous — Wed, 07 Jul 2021 18:17:01 GMT

@Anonymous wrote:
@Anonymous wrote:
@Remedios wrote:
I've never had a bad experience with Citi CSR, then again, I dont think I've had a bad experience with anyone, really.
I'm starting to think people reporting bad experiences were rude, drunk, or some other kind of obnoxious because I even have good experiences with Comcast and the way people carry on about them, you would think that in about 18 years of dealing with their customer service that I would have had plenty to complain about...
I think part of it is sometimes expectations (DYKWIA, MY problem should be the company's top priority type-of-thing) but from time to time there are pockets of pure incompetence, when even the most well-meaning customer begins to think "This really is a bad experience"

Yeah I definitely think DYKWIA mentality plays into it.

I should have indicated somewhere in that post that I was being semi-sarcastic. I'm well aware that there are good and bad customer service reps anywhere, I was just prepared for a more Comcast experience that others report from Citi than a more like Navy Federal one. I'm sure next time I call it will all balance out because that's how these things go.

Another thing that works out in my favor is that I try to use customer service as little as possible. I don't really like dealing with people (in fact I purchased this hoodie today) so I'll avoid those interactions unless absolutely necessary.

Re: Citi's customer service is better than I expected

M_Smart007 — Wed, 07 Jul 2021 21:34:42 GMT

I would say for the most part, I have had pretty good experience with the Citi reps.

I believe I only escalated to a supervisor once.

Re: Citi's customer service is better than I expected

UncleB — Wed, 07 Jul 2021 22:34:41 GMT

@UncleB wrote:

My own account combo seemed to go OK, but just a few days ago I transferred some of my Double Cash cash rewards to my newly combined Thank You points account, but the points never showed up (and the cash rewards went <poof> as well). I did a chat and the rep said it can "take some time" but now that it's been a couple of days I'm starting to think there's a glitch somewhere.

It was a trivial amount in my case (less than $2 just to test the waters), but I'm glad I'm getting to work out the kinks before it actually matters. Hopefully your experience will be smoother than mine.

Credit where credit is due... today my TYPs finally showed up, so the chat rep was spot-on.

I still find it odd that when I converted cash rewards to TYP before the account combo the transfer was instant, but in any case it's all good.

Now back to our regularly scheduled program...

Re: Citi's customer service is better than I expected

FalconSteve — Thu, 08 Jul 2021 02:40:36 GMT

I'm II and it constantly causes issues, it is terrible. Glad CSR was good, and that I'm not the only one here who hates phone calls. I thought that was a millenial thing until my mom and sister didn't want to call in the order to the pizza place (my future brother in law did, love him for that).

Seriously, a suffix is a life sentance for no crime, don't do it!

Re: Citi's customer service is better than I expected

Anonymous — Thu, 08 Jul 2021 09:32:30 GMT

@FalconSteve wrote:
I'm II and it constantly causes issues, it is terrible. Glad CSR was good, and that I'm not the only one here who hates phone calls. I thought that was a millenial thing until my mom and sister didn't want to call in the order to the pizza place (my future brother in law did, love him for that).

Seriously, a suffix is a life sentance for no crime, don't do it!

Yep I'm the II too. My mom refused to let me go through life being called Junior (my dad is Texas born and raised and he wanted me to be Junior) which I am thankful for but I wish she would have put her foot down altogether because whether it's the DMV or credit cards, there are always problems.

To be fair, I'm a millennial ('84), but I didn't mind calls until after working customer service for so many years. When your living involves talking to people all day long and you're normally a bit antisocial, you start finding ways of avoiding having to talk to people on the phone. I made exceptions for things like Comcast because retention could save me a big chunk of money with just a bit of work but generally speaking, I'll only call if I have no other option.

Re: Citi's customer service is better than I expected

MrT_521 — Thu, 08 Jul 2021 14:51:35 GMT

I have never had trouble with Citi Customer Service. We recently had a problem that had two parts: one is still in process, and the other was taken care of nicely.

So, we are an expat family. In December 2020 we traveled to the US for a visit over the holidays. I have a CSR, and we wanted to get a credit card for my wife that would provide Priority Pass. We have a large family, so adding her as an AU to my CSR wouldn't cut it. We ended up getting her the Citi Prestige, whose Priority Pass membership allows unlimited guests if they're immediate family. I posted about this back when it was happening.

We applied for and received the card about 2 months before the trip. Time was getting short, and the Priority Pass card had not been received. I called CS several times, and was informed that there was a "glitch" and the account was not created. Finally, on the way to the airport, I called again and a supervisor told me to use the card to pay for the lounge, and they would compensate it after the fact.

We ended up using it twice. The charge at one lounge was $140, but at the other (at our layover at LHR) it was around $380. I was surprised that CS didn't ask questions about the high charges, but they didn't. They just simply credited the charges. In fact, they gave a general credit instead of crediting the charges directly, and we got TY points for the charges!

That said, the Priority Pass account has still not yet been created, 9 months after the card was opened. We won't need it for awhile yet, but we should start working on it again...

Re: Citi's customer service is better than I expected

AMJ50 — Thu, 08 Jul 2021 15:03:00 GMT

@M_Smart007 wrote:
I would say for the most part, I have had pretty good experience with the Citi reps.
I believe I only escalated to a supervisor once.

I use to work for citi Customer service, maybe 20 years ago, and we just had to be polite. We had to say thank you allot. The job was pretty easy, we couldn't really resolve issues, we had to send an email to another dept. I still can't get a citi card, other than Macy's.