Unbelievable Incompetence At Citibank Citicards Credit Card Division
SEATTLE, WASHINGTON -- Okay, how's this...
My wallet was stolen 15 days ago. I called Citibank (Citicards) and reported the theft. They promised to send out a new card by overnight mail. (They charged me a $25 fee for sending it overnight.)
Two days later the "overnighted" card had not arrived. The customer service representative I talked to promised it was on its way and gave me a UPS tracking number. The number turned out to be bogus.... UPS said it was a number that had been used two years before for a package delivered elsewhere in the country. I called Citicards and they said they were having a "problem" with their tracking numbers but promised the card would arrive "today or tomorrow." Ha ha ha ha ha.
Two days later the card had still not arrived. I called Citicard back and asked to speak to a supervisor. The supervisor admitted this time that the card had been accidentally sent to the wrong address. She said the card that had been sent by regular mail to a P.O. Box and would take a week or two to arrive. But, she said, she could send me a duplicate card by overnight mail. She promised this one would go to the right address, that she would see to it personally.
The "new card" she was supposedly sending out, predictably, never arrived. I called back day after day, and they said it would definitely arrive "today." I asked for a tracking number to prove it had been sent. They hemmed and hawed and then said they had no tracking numbers because of "the hurricane" which was supposedly interfering with UPS. I called UPS and they said that was nonsense, that there had been a little storm in Florida but it had not affected their deliveries or tracking numbers, and that Citicard was passing the buck by using it as an excuse.
I called Citicards again and again they promised the card was on the way. (Though they had no tracking number, still, to prove it.)
Two more days, still no card. So again I called and talked to a supervisor. She said I should cancel the card that had been sent out, because it had probably been lost, and she would send another one immediately by overnight mail. I did what she recommended, cancelled the card. God must have a sense of humor, because the card that had been delayed for almost two weeks, that I had just cancelled on her advice, arrived later that day by regular postal mail. (The one(s) supposedly sent by UPS never did arrive.) So again I was without a credit card.
It is now more than two weeks later. I've called at least twelve times talked to at least ten supervisors. Some of them were polite in a kind of tedious machinelike way. Others were nasty and argumentative. They didn't like having their time "wasted" with customer complaints. The "nice" ones sounded like they were on drugs, they are utterly out of it and keep repeating how "sorry" they are that I "feel this way" in a tired voice. They keep promising to "take care of it" but it's more than two weeks now, and no replacement card. Either the employees are incompetent, or the system is so poorly set up that there is literally no way to fix problems like this when they occur. I'm now waiting for a card which (I am told) should arrive by mail within two more weeks. This after paying twice for overnight cards that never arrived.
I guess working for a company in which there is such deep institutional incompetence, must take a lot out of the employees. Are All Credit Card Companies this abusive, nasty and incompetent? Or are these problems specific to Citicard and Citibank?