Citibank N A Compliment - Extraordinary Customer Service
P. O. BOX 6500, SOUTH DAKOTA -- I had dual problems with Citibank that compounded themselves over many months to create something of an issue. It began when I redployed from Iraq, and then had trouble getting statements in the shuffle that followed. When everything caught up, there was clearly a problem. Worse, the normal systems had basically been shut off for resolution.
Not exactly blameless, there definitely appeared to be a extreme case in the records I finally got my hands on. To put it mildly, I was not pleased with the situation and not looking forward to dealing with another credit card company over an issue. In contrast, during a previous deployment, I had a credit card stolen (issued from major telecommunications coporation) in what was both an easy case and bound by very firm federal regulations. Nevertheless, the firm in question refused to follow the regulations, routinely lost information sent to them, at one point was literally threatening me, and only followed the regulations after they were threatened by a government backed law suit.
I called Citibank expected just to address the administrative portion of the problem, and deal with the substance of the issue later. However, when the operator asked about the issue and I explained the situation, I was shocked to hear her say that she see could where I was coming from and would help me submit a case into the bank's system for resolution. She then walked me through each portion of the issue helping set each and every aspect of the issue straight, taking pains to ensure that the details were handled correctly. She was polite and professional throughout the interaction.
I called ready to leave the company, but was so impressed with the customer service that I would risk paying greater fees to retain the solid support I got during a potentially difficult situation.
I wish that I had recorded the operator's name for praise here, as the service she gave may quite literally have been the best I have encountered. Hopefully, the company can figure out who it was and pass along the appropriate praise. Again, very, very impressed with how this was handled. Regardless of outcome on initial issue, the stark contrast between the two companies cannot have been greater and I very much appreciate it.