Citibank bad experience

[buggie]

I'm not sure if this is the proper area for this post if not mods please move.

I just wanted to share my awful customer service experience with Citibank and two credit cards I have with them, Diamond Preferred & Simplicity.

I've had the cards for about 2 years, and along with a cash out refi I did on my home, both of these cards were paid off (with checks drawn from the title company's bank) and the accounts being closed. The checks & letters requesting account closure were mailed and dated 1/19. I have been calling Citi, emailing & chatting for two weeks now, because the payments never posted to my account and my accounts have been closed. I told them over & over, if you got the letters to close the accounts, you got the checks! They were in the same envelope! Of course, I know that maybe different departments do different things.

However, their customer service has been so dismal; no one wanted to help me. Come to find out, the checks HAVE cleared the bank. Now, I have to get copies of the cancelled checks and FIND someone to help me get them posted. I have tried calling all the Citi numbers I can find, and I can't get a single US based CSR. I did finally get a CSR today that actually helped me, Adul. and actually looked up the fact that yes, they did get the letters to close the accounts. But, unfortunately he couldn't give me a direct number to contact him. 

I am saddened by this whole experience. Customer service just isn't what it used to be. 

[Kevin86475391]

What an awful experience! I've had bad customer service experiences from Citi in the past myself - though nothing to this level.

Have you tried calling or emailing the executive office? I don't have that contact info, but I bet it's around the forum somewhere. I think a good place to start is with the bank records showing that the checks cleared. Maybe take screen caps of them and upload it with any emails you send, and/or offer to fax copies of the records. Good luck getting this resolved!

[Closingracer99]

I found Citi Customer service to be pretty good for me at least. Just called them like 10  minutes ago to get a hold off my card and was quite easy to deal with them.

Maybe just a bad rep?

[CH-7-Mission-Accomplished]

I would go their Facebook page and make a stink.  Also if you use Twitter, that's known to get immediate attention.  They have staff monitoring it to quell any bad press.

[buggie]

My smart hubby did a Google search and found a US based customer service office, and the person was very helpful. If someone wants to post the number to the sticky, let me know how to do that. I did not see it on there.

Anyway, the CSR was very helpful, but gave me a song and dance about how the letter and the copy of the bill and tthe actual check (with a checkstub that plainly showed my name & account number on it) must have gotten separated in the "mail room" by the machines they have open the mail.

I am going to take your advice and post my story to the facebook and twitter pages. It's been a nightmare.  I have worked so hard to fix my former credit problems, and now I have these closed accounts with balances and it freaks me out.

I had these same CSR issues with Comcast and because of it, I will never use their services again either. 

Good customer service has gone the way of the dinosaur. Thanks for listening!

[Anonymous]

I'm sorry you've had a horrible experience with Citi's customer service. IMO this is definitely an issue that should be taken up with their EO. I believe the phone number is available on the back door number thread. Best of luck getting this issue resolved.

[Anonymous]

aw... very unprofessional... that thing happned to me too, with rude representative, im new in america and their ads for secured credit is to build credit...i followed up my application and the lady it was denied,, and she dont want to disclosed to me the reason... until now i dont receive any mail yet regarding the reason . well, goodbye citibak, i will pull out my 8k deposit with your bank! and willl transfer my to BANK OF AMERICA who trusted me for a secured card with 1500 limit!