I currently have a Citibank Credit Card, and I plan to close it. Why? A payment I had attempted to make suddenly disappeared. They said on the phone, "It must have not gotten to the confirmation page." I have chatted with a Citibank "Resolution Specialist" (note that it is nowhere close to "Resolution"), and they are obviously useless. I have copied the entire conversation for everyone's viewing pleasure, and take note that unless you want to get late fees, run from the Citibanks!
A Citi Cards Client Resolution Specialist will be with you in approximately
0 minutes 1 seconds.
You are now chatting with 'Jennifer'
Jennifer: Hello! I am a Citi Client Resolution Specialist. How can I help you today?
James: I am speaking on behalf of my mother.
James: She currently has a Citibank Credit Card with... Citibank.
Jennifer: How can I help you with your mother's account?
James: We made a payment on the 30th of November. I logged into my account this morning, and I found that you guys charged me the late fee.
Jennifer: Then the payment must have not gone through.
James: Also, I found out that you guys did NOT take the money, so I made another payment.
Jennifer: Are you able to see that payment under past payments?
James: No.
Jennifer: Did the funds come from your checking account?
James: During the payment process on the 30th of November, I got to the last step (Step 3).
James: The funds were supposed to come from my TCF checking account.
Jennifer: I am sorry for the inconvenience. If the payment is not registering as being complete and the funds are not out of your checking account, then all the steps were not completed.
James: I have paid the Citibank credit card several times in the past, and I would have called Citibank directly if all the steps could NOT or were not completed.
Jennifer: Did you receive a confirmation email stating the payment was completed?
James: I have NEVER received a confirmation email in the past, for ANY of the previous payments.
Jennifer: I wish I could help you with making the payment appear.
Jennifer: Thank you for your time! Is there anything else I can help you with today?
Jennifer: I would be happy to help you through the payment process.
James: Listen, I know the process very well, and I am sure that it had gotten to the final step.
James: I would notice if one of the steps were not completed.
Jennifer: I am sorry for the frustration.
James: Also, I want an explanation as to why I never received confirmation emails for payments in the past.
Jennifer: If your mother is signed up for it, then she should have received them.
Jennifer: You can check the settings under "Account Profile" then "Edit Communication Preferences."
James: It is already enabled.
James: Also, everything is under MY email account.
Jennifer: It could have been overlooked or gone to the junk folder. We send them out and we do not have a way to track it.
James: I check all the folders that any mail could go into, and I have not gotten one single email for a payment confirmation, for any of the payments in the past.
Jennifer: Then you would need to contact your email provider. We do not have a way to track it. Unless we overnight a letter to the address on file.
Jennifer: I am here to help you through the payment process. Would you like help through the process?
James: But really, I know that your systems are very good, but how did the payment that I made on November 30th just disappear? I had completed all the steps, gotten to the confirmation page, and it looked like all of the previous pages that I have seen for the past several months.
Jennifer: It would not have been completed.
James: Please don't mistake me for the average person, I am very skilled at most processes that involve computers. I don't think that I would have forgotten how to make an online payment, especially after paying it numerous times with the same method.
Jennifer: I am not saying that. Everyone can make mistakes.
James: Also, my email provider has never missed a single email that was sent to me, and I doubt that you have sent me the confirmation emails.
Jennifer: If the payment was completed, it would have been posted to the account.
Jennifer: I am sorry you feel that way.
Jennifer: Is there anything else I can help you with today?
James: I understand that everyone can make mistakes. But computers and a huge system would not make mistakes, and after seeing the final confirmation page, I can assure you that I have not made an error during the payment process.
Jennifer: Do you have the confirmation number or did you print the confirmation page?
James: As with every payment I have made, THERE WAS NO CONFIRMATION NUMBER.
James: In the past, where the payments had gotten through, the confirmation page displayed no more information besides the payment date, the account from which the funds will be withdrawn, and the amount.
Jennifer: There is a confirmation number given when you make a payment online, as long as the account is current. If the account is past due, we email the confirmation number when the payment processes.
James: Other than that, I received no confirmation number, no email, no notice of a problem arising, and I also realize that your system has a big error somewhere in it.
Jennifer: I am not here to argue with you about the payment. We do not have a record of receiving it. It has not come out of your checking account. I would be happy to help you through the payment process.
James: I also happen to notice something. All of my friends told me not to go with Citibank because of its lousy service. They said that it has given them a hard time, and I am beginning to understand why.
Jennifer: I am sorry you feel that way.
Jennifer: I am sorry for your frustrations. If the funds came out of your checking account, we would then be able to find the payment.
Jennifer: We cannot search for a payment that we do not show was completed.
James: We have had a very good credit score, and we never miss payments. This is possibly the first time we have had a late fee, and I am sure that I was not at fault.
James: I have never expected anything like this to happen, and Citibank has truly disappointed us.
Jennifer: I am sorry. I would be happy to help resolve this now by helping you through the payment process online.
James: I already made a payment, if you had not noticed.
Jennifer: No. I cannot see your account.
James: And if you truly did not notice this, I can begin to guess where my payment on the 30th disappeared to.
Jennifer: We cannot see what you have inputted. We know where to go to find things. I understand you are upset and are venting. I wish I could magically make that payment appear.
James: I made a payment online this morning at about 8 A.M., and I can guarantee you that I never made any mistakes on any of the payments.
Jennifer: There is nothing I can do to make that payment appear.
James:...
Jennifer: I can only see what you have done at this moment. We cannot go and see what you did this morning.
James: And they call this the Citi Card RESOLUTION SPECIALIST?
Jennifer: To resolve the past due status of an account.
James: What happens when someone gets their identity stolen, if you Citibank "Resolution Specialists" can't even manage a mere payment?
Jennifer: We are here to help people through the online collections system. That is all we are trained on.
James: "To resolve the past due status of an account."
James: Sounds pretty useless to me, since clearly the Resolution Specialists can't handle it...
Jennifer: That is because the account would be in collections.
Jennifer: Well, since I am useless, there is nothing else that can be done. Correct?
Chat session has ended. Thank you for contacting us.
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