citibank platinum credit card review

Picture courtesy of Ametrine.

Average Ratings

Customer service	0.6/10
Value for Money	2.4/10
Overall rating	1.2/10

10% Recommended1 out of 10 Reviews

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By gasmanp on 20th Oct 2007

gasmanp's Ratings

Used card for	1 year and over
Loyalty scheme	No
Customer service	0/10
Value for money	0/10
Overall value	0/10
gasmanp's recommendation

Good Points

None at all

Bad Points

Worst customer services experience ever.
Highly flawed systems, everything from account information access by the complaints department (lack of) to phone systems that continually drop calls.
I feel that call centre staff are briefed to get payment at all costs instead of address the customers issues.
Complete failure to address complaints.
Obviously feel loosing a customer is better than putting effort into customer services.

General Comments

I recently had a dispute with Citibank which was the worst customer services experience I have ever had (I am 38).
Problems with this bank:
1. Statements come from Belgium and are frequently lost.
2. Customer services off shored and only want to get payment at almost any cost. I rang several times to say the account was in dispute and awaiting underwriters review (for incorrectly applied charges) and still they would repeatedly asked for minimum payment.
3. Poor phone systems. Whenever I tried to escalate the complaint and they tried transfering the call, the line was dropped - 8 times on 3 seperate days.
4. Failure to properly record the results of calls. Subsequent calls revealed that agreements to log information had not been actioned.
5. Three weeks after contacting complaints/underwriting received a letter that they could not currently address the complaint as they could not access records. Not sure how they can run a bank where records cannot be accessed by one of the highest departments.
6. Payment systems not working. They were unable to process a payment on a debit card despite the fact that this is a known working card and has never had a problem. Also were not aware that Switch/Maestro card no longer have issue numbers. System does not allow for the entry of the (now required) start date.

This is an extract of all the problems with this company.

Summary:
The worst financial company I have ever encountered. Poor systems and practices and enough flaws for me to say:

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