@Creditplz wrote:
I don't have a citi card (will be getting Costco this month) are they really that bad?. My DW has two but she's never called CS
My terrible experiences:
I have once lost my wallet with a few cards in it, while chase and discover CSRs were readily approachable and sent my replacement cards out in a few min. I stayed on hold for more than an hour to get someone at Citi to talk to me. They did close old account and issued a new account number when I finally reached them but just imaging having just confirmed that your wallet is really lost and having quite a few calls to make to take care of various things and being put on hold for an hour.
Another time, someone replicated my card or something and charged $5 on it in another state. Citi detected this abnormity and sent me an email to call their department dealing with this kind of things. While I understand that such department might need to ask more questions due to their very nature, that call was more like an interrogation. What I still don't understand till this day is that the lady on the phone who had already verified my identity (after 10s of questions) and the next minute she seemed to have forgotten all about that and needed to ask yet a few more questions such as where have I been to the last 3 days, weeks, months, etc. What's more, the whole thing just repeats itself again and again and she will NOT let me talk to a supervisor or anyone else, the flow of that call was sort of like (loop start -> ask customer 20 identity verifiying questions -> talk to customer normally for 1 min -> ask customer another 5 identity verifiying questions -> jump back to loop start). I gave up after maybe two hours or so and just paid them or whoever in the other state $5 and have since largely stopped using my citi cards (except for virtual account number). Think back on it, I should have chosen to pay $5 sooner
That said, I do appreciate that citi has had freedom card which funded most of my meals for years and has also implemented useful features such as virtual account number and price re-winds despite having a likely very under manned IT department, unlike chase's fondness of changing their website UI without adding any real features. But the CSR experiences have helped me making up my mind to stay away from citi, for as much as I possibly can.
**bleep** that really sucks. Im sorry 
