Citi is acting weird about upgrading me to World Mastercard

[PokemonMaster]

On July 7th I logged into Citi to check my account and saw a message telling me I would be receiving a new card by July 12th (Today). I did the live chat because I didn't request any new cards and wanted to make sure my account wasn't compromised. The Live Chat rep informed me I was being automatically upgraded to the Dividend World Mastercard. I called in a few minutes later for more information and in passing mentioned I was interested in getting upgraded to the World Elite mastercard and was wondering if I was eligible for it. The phone rep told me I was and asked if I wanted to convert. I said yes and he told me it would take 45 days for it to go through. Yesterday I called about something unrelated on my statement and mentioned to her that the site told me I would be receiving a card the next day (today). She apologized and told me the online system must be wrong because the card being sent to me that she saw on my account was ordered the day before. I asked her what kind of card it was and she told me it was a World Elite card. I thanked her and hung up. I then realized I had forgotten to ask her something so I got onto the Live Chat and asked the CSR there. I asked him what happened to the World Card I was supposed to be receiving since the phone rep told me it was a World Elite card. He told me he saw no mention of a World Card on my account and that the card in the mail was a World Elite card. So today I got the mail and two letters were sent to me. One mentioning the automatic upgrade to World Mastercard and one mentioning my conversion to the World Elite Mastercard that will take place in August. I got on Live Chat to ask why the system was telling me a card was coming today when nothing came and what kind of card was coming. She told me the only card she sees was a card sent on the 10th and it was a World Card. I mentioned all of the other reps were telling me it was a World Elite card and asked her to confirm. She confirmed her prior statement and said it was a World card being sent to me. I am just so confused as to what is going on now with Citi. Some reps tell me it's a World Elite card, another rep tells me it's just a World card. The online system tells me a card should have arrived by today but nothing came. I just want definitive answers from Citi.

[eagles08]

I am having issues too!  I was told I would get a World MasterCard version of my Diamond Preferred card.  I logged in and it said a card should arrive by 7-11.  Yesterday.  Nothing. I called and the CSR's said that my card is a world card (no mention of the word world on the card at all) and that it does not need to say world to be a World MasterCard.  I talked to a manager who only kept telling me "your card is accepted worldwide."  I know it is.  I want a WORLD MASTERCARD!  I don't see why they don't understand this.  Either way I will call once more and see if I can get answers.  I am so confused.

[enharu]

lol..........why am I not surprised.

I had the same problem back in April. I was trying to find out what kind of MC did I get. Called CSRs, and they kept telling me its a "normal" mastercard, not a visa or American Express. Anyhow, just wait for the card to arrive. If you were supposed to get a World or World Elite MC, it will arrive that way in the mail. 

[eagles08]

Yes I've been calling all morning!!!! GAHHH!  I just spoke to one rep that actually gave me a straight forward answer but she said I was upgraded to World ELITE?!?!  Huh?  Wow ok but she also said that it should arrive in the mail no earlier than TODAY.  So confused because I'm getting different answers from different reps and reading different dates online.  Oh well I will just keep checking the mail to see what happens.  Customer service is the reason I love AMEX!  As far as Citi, I have yet to be "blown away" by their service.

[PokemonMaster]

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@enharu wrote:

lol..........why am I not surprised.

I had the same problem back in April. I was trying to find out what kind of MC did I get. Called CSRs, and they kept telling me its a "normal" mastercard, not a visa or American Express. Anyhow, just wait for the card to arrive. If you were supposed to get a World or World Elite MC, it will arrive that way in the mail. 

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Is there a way to tell them apart? I mean World and World Elite.

[PokemonMaster]

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@eagles08 wrote:

Yes I've been calling all morning!!!! GAHHH!  I just spoke to one rep that actually gave me a straight forward answer but she said I was upgraded to World ELITE?!?!  Huh?  Wow ok but she also said that it should arrive in the mail no earlier than TODAY.  So confused because I'm getting different answers from different reps and reading different dates online.  Oh well I will just keep checking the mail to see what happens.  Customer service is the reason I love AMEX!  As far as Citi, I have yet to be "blown away" by their service.

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@I have only had good service once with Citi. On their Twitter page I did @AskCiti and they connected me with a rep in Florida and he was just superb. Citi really needs to get their Customer Service in order. Amex and Discover always blow me away when I talk to them. Navy Federal is just out of this world as well. Citi on the other hand....

[enharu]

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@PokemonMaster wrote:

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@enharu wrote:

lol..........why am I not surprised.

I had the same problem back in April. I was trying to find out what kind of MC did I get. Called CSRs, and they kept telling me its a "normal" mastercard, not a visa or American Express. Anyhow, just wait for the card to arrive. If you were supposed to get a World or World Elite MC, it will arrive that way in the mail. 

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Is there a way to tell them apart? I mean World and World Elite.

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The World MC will have the red and orange logo with the word "WORLD" above it.

For World Elite, the logo will be a shiny silver logo with the words "WORLD ELITE" on the back of the card.

[PokemonMaster]

One of the reps from the @AskCiti page called me and apologized about the misinformation. The card he sees being sent is the World Card and told me the system tends to get a bit excitied about arrival dates which explains why my arrival date was set so early. He is also checking with a supervisor about my World Elite card conversion and told me the 45 day wait is Government mandated and that they have to give you 45 days to look over the new terms so that you can change your mind if you don't like the new changes.

Edit: He told me it's the World Card that is being sent to me. As for the World Elite I have until August 26th to refuse the terms of the World Elite card if I don't refuse them it will then convert and a World Elite card will be sent out to me. He seemed confused as well so when the card does arrive I will at that point know what is going on. Citi is really irritating me. When he came back from talking to the supervisor and told me the World Elite card was being sent to me instead of the World Card. So I asked him if it was just skipping the World Card and going straight to the Elite. He paused and then said the World Card is being sent to me and I have until the 26th of August to refuse the terms of the World Elite card. I am just confused even further at this point.

[enharu]

Do you have any accounts with citi? Presumably either an established banking relationship or heavy spending on your citi card will help you to get upgraded to the world elite card.

[PokemonMaster]

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@enharu wrote:
Do you have any accounts with citi? Presumably either an established banking relationship or heavy spending on your citi card will help you to get upgraded to the world elite card.

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No banking relationship and I only put a few thousand a year through the card. He at first told me the World card is being sent to me. Then after he got back from talking to his Supervisor he told me it was the World Elite card being sent to me and that I have access to the World Elite benefits even though my card doesn't show it. I asked him if the system was just skipping over the World Card. He hesitated and then told me it is the World Card that is being sent to me and I have access to the World benefits right now. He also said I have until August 26th to refuse the terms of the World Elite card. If I don't refuse them I will then be sent the new World Elite card. He just confused me even further. He kept going back and forth between it being the World Elite card that was sent and the World Card that was sent. I think he must have just misspoke about the World Elite and that it's the World card I am getting in a few days and that in August I will get my World Elite card. I was hoping for it sooner but there's nothing I can do about that.