May 15 2008
Citibank sucks
I called their customer service today. I was answered by machine, waited SIX minutes before a real human operator answered my call.
No way a customer should wait more than 3 rings – this is what I learnt in school and what I expect too!
This is really unacceptable. When I called other banks, I never have this problem. Okay, most of them have automated phone banking service. But after I pressed the numbers correctly, I am usually greeted by a telephony almost immediately.
If not because of our company uses Citibank for our Corporate Credit Cards, I would not even consider using it.
Well, my first credit card was Citibank. I was so upset with their services and I cancelled them long time ago, never to look back. Unfortunately I have to deal with them again now. Hate our company’s recent decision – it was just few months ago that we tied up with them globally. Hate it!
Customer Service in general sucks these days! You either get a machine, wait on hold forever or get someone who you can’t understand.
I have not tried Citibank CS, so I have no comment, but in general, our CS sucks. Try maybank, try telekom, try Astro and Streamyx. they are all equally cekik darah. It’s either pre-recorded voice greeting you or put you on hold with that annoying music for so long.
B/Elaine: Hmm… can’t agree less with you! I think the local CS are poor, like Maybank, Astro, TM, etc. But the thing is, Citibank! If I compare it with other overseas banks, they should be at least on par. There is no excuse for Citibank to benchmark themselves with Maybank.
All my credit cards/ banking are with overseas banks: HSBC, OCBC, UOB, Standard Chartered, and they are great in their telebanking and CS. I have no complaint so far.
This my first time calling Citibank in the last 8 or 9 years. Maybe I am pampered by HSBC and StandChart, I got really upset. BTW, when it comes to local bank, CIMB is not bad.
Also, 10 years ago I used Citibank, discontinued 2 years later. Now, I re-used (forced) and my experience didn’t change. Really fit the Chinese saying 10 years like 1 day. :p
Astro’s CS sucks!!!!!!! We called in to complain about the constant error message we got be it rainy day or sunny day. Everyday also like this. Geram la. Pay so much, watch the screen stuck here and there. We waited until handphone credit also finish baru dapat them. And kena cut off cuz credit finished. T.T And then had to go through that whole procedure with house phone. Don’t know why sis used handphone. Siao. Waste people’s time and money.
Ping Ping: Ya, I agree with you on the part wasted people’ money and time. 3 weeks ago when I was traveling in Lijiang (China), I had to make long distance phone call to one of the CS. I had to put on hold so long, and I see my money drained out like water.
FUMED!
Yeah, actually the title of this should be “Most Malaysian CS sucks”. Poor Citibank.. kena singled out. Or even worse, try calling GOVERNMENT CS (except maybe IRB or EPF).
If your call even get answered at all:
“You kena call talian lain. Saya sambungkan awak” *a few seconds later* toot, toot, toot, disconnected… —> no one answer, then disconnected. happened a few times, I’m sure I’m not the only one.
“Bukan nombor. Call operator.” *klik*
“Oh, itu officer sibuk. Call balik nanti.”
“Oh, itu officer kursus. Call balik dua minggu dari sekarang.”
“Hah? Apa?” *toot, toot, toot, toot, toot disconnected* —> quite suspect that they purposely hang up on you because they don’t know what to do. Correct or not?
I do not have any experience with city bank but I am a stickler for good service. They need your business, you need good service. On my blog I have a post called “Complain and give somebody a chance to shine.” The site’s address is: http://securityforidiots.blogspot.com/
I normally do not leave my url in a comment but the topics worked out so well. Take care.
Unfortunately, I didn’t have any good thing to say about Citibank either..! but whose bank I ever come across was DBS ..!! oh i hate them with a passion..!!
aw: Correct, correct! LOL! You get this right spotted on! LOL!
David: Thanks for dropping by and left a comment. Well, you are right on the title – complain and give somebody a chance. But for Citibank, I’ve complaint before, and they don’t want to listen until I closed my account. Now, the same thing repeated – looks like they never listen to complaints – better to save my salivar. :p
Mamabok: DBS also like this? But I heard Citibank in Singapore is better – is it true?
Hey there! Does anyone have an escalation matrix for Citibank?
Or
email addresses of top guns of Citibank?
Believe me their ‘regular process’ of escalation does NOT guarantee a proper response or resolution.
I’m sooo tired with this Citibank!!!
Plz do quote if you have any information.
Thanks!
-R