Dumb Citibank Service Gets Dumber

citi

Technology has ruined what was once exemplary customer service.

Talking about Citibank credit card customer service.

Once upon a time, one phone call was enough to solve all your anxieties and problems with your card.

Lost card. Late payments. Higher ceiling. Rewards info.

Not anymore.

Last week, I received a SMS message advising me to call a number since they had just “locked” my Citibank Visa Card and, therefore, not useable because of 1) unusual activities, 2) my failure to respond to their calls/emails.

It made me wonder why the text existed.

First, I’ve had no suspicious activity. I ONLY use the card for hotel reservations abroad.

I never got a call or a text from Citibank, re: the “locking”.

So I called the number (9959999) immediately.

But all I got was a taped response telling me that I couldn’t access the number because my card was locked. However, the voice added that I will receive a one-time passcode on my mobile to let me in.

I waited the whole day. No SMS about the one-time passcode came.

However, I did get a SMS that alerted me to call 9959999 since they had just “locked” my Citibank Visa Card and, therefore, not useable because of 1) unusual activities, 2) my failure to respond to their calls/emails.

Five times.

Five days later. Still no one-time passcode. A recurring SMS that alerts me to call 9959999 since they had just “locked” my Citibank Visa Card and, therefore, not useable because of 1) unusual activities, 2) my failure to respond to their calls/emails.

In their quest to eliminate human intervention in online interaction (translation: the bank’s call center agents suck), Citibank has unleashed technology that they themselves are clueless about.

And so it continues. The recurring SMS that alerts me to call 9959999 since they had just “locked” my Citibank Visa Card and, therefore, not useable because of 1) unusual activities, 2) my failure to respond to their calls/emails.

Technology is a bitch.

finger
God gave me middle fingers to use judiciously
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