William Wong sent a message to Michael L. Corbat CEO, Citigroup Inc. - email address that said:
Date : 6/9/2017 (month/day/year)
Dear Mr. Michael L. Corbat,
Re : A 22 years client did the SERIOUS COMPLAINT ON 16 HONG KONG STAFFS in Citibank (Hong Kong) Limited
English name : William Wong
Card Holders Name : Wong Ching Kau
I am the client over 22 years always using the Citibank credit card with EVERY YEAR HIGH AMOUNT LOAN TRANSACTION BUSINESS in Citibank Hong Kong. Each loan period is 12 months at a higher credit limit. By my practical financial disciplines, I always fulfilled my trustworthy with the very good record to pay the full payment on time based on the monthly statement the payment due date. No any bad record for any delay. So thats why Citibank upgraded my credit limit to the higher level. In the past 10 years, I always did the phone contact with a lady named Iris Ng in the Loan Department. She knew my loan pattern and what is my account inquiries. She did the good service to me. 3 years before, Citibank HK frequently made the mistakes in the monthly statement meanwhile the phone telesales confusedly quoted the crazy interest rate 0.5% to me, so I stopped to use Citibanks loan transaction for one whole year.
The reason why I still used the Citibank credit card and its loan transaction, it is because Iris Ng phoned to me to re-invited me to continue the loan transaction business.
There are a terrible happens on my account. It is because the following SERIOUS MISTAKES :
1) Originally, at p.m. on 4/6/2017, I only complained a lady ( Amber Tsui, staff # P0065, telesales of Loan Department) because she did the very impolite working attitudes to cut my telephone lines meanwhile she totally refused all my inquiries in the situation even though I said to her that I am the 22 years client of Citibank.
On 3/27/2017, there are a STRANGER ( Amber Tsui, staff # P0065, telesales of Loan Department) phoned to me. She quoted 0.17% and she also said that Citibank can provided the current available credit limit HK$300000 to me for the loan application. Because so many phone liars in the market , I checked the Citibanks identity of Amber. On 4/6/2017, Amber said that she just came back to work after her vacation. Amber quoted 0.18% to me and she further said to me that Citibank can provided HK$300000 yo me for the loan application.
THE PROBLEM IS :
I) Originally, I have contacted Iris Ng to ask her to quote the interest rate in January, February, March in preparation to plan the loan application. But, suddenly, after this STRANGERS phone call (Ambers phone call), Iris Ng CANNOT do anything to quote the interest rate or any other things included loan inquiries and loan application. In the period from 3/27 to 4/6/2017, there are no any persons of the Loan Department to contact me. In this period, Iris CANNOT do anything on my inquiries.
II) After I complained Amber,
especially in the situation after I seriously complained this case happen to Angel Ng ( Country Business Manager in HK), Pepys Wong ( staff # MW75989, the Head of Client Experience) , and Victor Yuen ( staff # WY75802, the Head of Client Advocacy), they NEVER GAVE the positive quick response and quick solution to me.
2-A) Then, I did the complaint to the Card Center. 2-B) Then, Michael Tsui (staff # MX97967, Customer Care Manager) phoned to me. At that moment, I only requested the following TWO SIMPLE INQUIRIES. In the several phone conservation, Michael said to me that he got the understanding on my following inquiries :
a) Complained Amber Tsui ;
b) Needed the Loan Department Manager to dial my mobile number to contact me immediately, in order to follow up my account and follow up the sales account. I also emphasized to say to Michael that it is because I complained Amber so the Loan Department Manager must needed to contact me (client) to follow up the account if any loan inquiries or loan application from me (client).
*** It is a RATIONAL BACKGROUND REASON especially the managerial accountable job duties job responsibilities. Once the subordinates made mistakes or in problems, the superior must needed to show himself or herself for the QUICK RESPONSE QUICK SOLUTION.On 3/27/2017, there are a STRANGER ( Amber Tsui, staff # P0065, telesales of Loan Department) phoned to me. She quoted 0.17% and she also said that there are HK$300000 I can used for the loan application. Then, I checked the identity of Amber. On 4/6/2017, Amber
THE PROBLEM IS :
Originally, I have contacted Iris Ng to ask her to quote the interest rate in January, February, March in preparation to plan the loan application. But, suddenly, after this STRANGERS phone call (Ambers phone call), Iris Ng CANNOT do anything to quote the interest rate or any other things included loan inquiries and loan application. In the period from 3/27 to 4/6/2017, there are no any persons contacted me. It means,
3) But, in the real fact, the worst leadership and the worst management showed the following weaknesses to me ( a 22 years client ):
A) Michael Tsui ( staff #
