Jason sent a message to Michael L. Corbat CEO, Citigroup Inc. – email address that said:
I will say this with the upmost respect,
Do you have any competent working for you?
Let me explain,
I have used your live chat feature twice.
Both times they have been met with great service until it actually came down to the service.
The first time I do not recall, I am sure you can look it up. This last time I used it to report a lost card, the person on the other end was very polite and helpful. I asked him to expedite the card, he says there will be a six dollar fee. I politely declined and wrote him standard shipping would be fine. He then writes since I am such a valued member he would waive the fee and I would have a card in hand with 24-48 hours. Great I replied! I even filled out the customer satisfaction survey stating how great and easy it was. 48 hours go buy and no card in hand, I call Citi and they say he processed it as standard shipping. I asked them to pull up the conversation, they said they have no access. Ok, may I speak to a supervisor so we can resolve this and they may pull it up. They tell me no supervisor is on duty and they would call me back the following day. I call back that next morning at 9:00am, again no supervisor on duty. Really? You mean to tell me no one over sees your operation?
I find this very hard to believe. The lady was very nice and cancelled the card and re issued me a new one, promising it in hand they next day, which will be tomorrow.
Then I sent a secure message to Citi telling them what happened. Would you believe they hard nothing I wrote and e-mailed me saying they cancelled my card and issued me a new one. WHAT?
I never requested a new one! Did they even bother to read the secure message! So tomorrow I will find out if the new card I just ordered an hour ago is now cancelled.
So again I ask,
Do you have anyone competent working for you?
Please feel free to pull up the secure message and live chats and tell me what you think?
I am sorry to waste your time with this, but since you have no supervisors working for you it's the next place to go.
Thank you for your time,
Wishing you a fantastic day!
Jason
