Citibank's handling of credit card fraud

[Nutcase]

You guys have more patience with these issue than I do. Maybe its because I've been around the block a few times but there is NO WAY that I would put up with this shoddy treatment for as long as you have. My suggestion to anyone who has an issue with their bank is to contact the head of the business unit responsible. If you cant find that person, Send a letter to the CEO - If you want to see your bank jump - a sharply worded letter to the CEO will have his office bearing down on the executive responsible. They take these things VERY SERIOUSLY.

Whilst a phone call to the CEO may not get through, a call to the Exec responsible WILL get through to their PA at least. This person will become your best friend. Explain your frustration - don't threaten them - and your problem will be resolved ASAP. You will also get to deal with a local representative.

For Citibank Customers see below extracted from the Citibank Website;

Switchboard (02) 8225 1000 (Ask for him by name)

Citibank Consumer Bank
Roy Gori, Country Business Manager, Australia

Roy Gori was appointed Country Business Manager in April 2008 and is responsible for the overall performance of Citi's Consumer Bank operations in Australia which includes the Citibank and Diners Club brands. Prior to being appointed Country Business Manager, Roy was the Director of Credit Cards and Consumer Lending for Citibank.

Roy has been with Citi for over 20 years and worked in a number of countries during that time. After joining in 1987, he moved through a variety of roles and departments including Operations, Treasury, Collections and Finance, where he was the Chief Financial Officer for the Retail Bank and the Insurance Company. In 1997 he moved to Singapore as the Asia Pacific Regional Head of Financial Data Warehousing. Two years later Roy relocated to Thailand, initially as Chief Financial Officer and then as Business Manager for Citigold, Credit Cards, and Consumer Lending in early 2002. He returned to Sydney as the Consumer Lending Business Manager in August 2003.

Roy holds a degree in Economics and Finance from The University of New South Wales and an MBA majoring in Marketing from UTS.

 

[ScepticalCitizen]

Nutcase, I think your advice was really funny. That CEO is going to be so pissed when he finds out how his company is treating people. And then they will hold a press conference to announce how the company will turn over a new leaf as a result of my phone call.

The Financial Ombudsmen did finally pressure Citibank into resolving the issue, and all fraudulent transactions were removed from the outstanding balance.

 

[Nutcase]

Nutcase, I think your advice was really funny. That CEO is going to be so pissed when he finds out how his company is treating people. And then they will hold a press conference to announce how the company will turn over a new leaf as a result of my phone call.

The Financial Ombudsmen did finally pressure Citibank into resolving the issue, and all fraudulent transactions were removed from the outstanding balance.

Just quietly, the reason why I suggest this strategy when dealing with banks is because I've been a business unit head in the past for different banks. When a customer puts their case directly to the BU head, it gets a lot of airplay until it is resolved fully. The issue is then poured over at high levels to make sure it doesn't happen again. Why stuff around with junior burgers in the call centre? - just go straight to where the decisions get made and problems can get fixed. The issue is that most people don't have the guts to put a call through to these guys. I do!

 

[chrisb]

So, i call the Platinum Citibank Service line..

Me: Hello, I'd like to cancel my credit card.
Citibank: Can i ask why?
Me: Bad service from citibank
Citibank: Ok, I'll just have to transfer you to a relationship consultant... hold.. hold... hold... Sorry sir, all of our relationship consultants are busy - someone will call you back in 24-48 hours.

Thank you Citibank for confirming your service sucks - I can't even cancel my card. :mrgreen:

 

[QF WP]

chrisb, at least cutting it up will give you a small amount of satisfaction....

I now have a similar problem with my Citibank Plat Citibank. After missing 3 payment due dates this year by a matter of days (for the grand sums of $40, $52 and $52 - I have only had one direct debit going through it, everything been going to Amex); they have decided not to renew my card.

So I put $300 on it to keep it in credit and now, 3 months later, they still haven't sent me the new card. Not that I care too much anyway...it's my "emergency" business card when places won't accept Amex.

 

[beardoc]

So, i call the Platinum Citibank Service line..

Me: Hello, I'd like to cancel my credit card.
Citibank: Can i ask why?
Me: Bad service from citibank
Citibank: Ok, I'll just have to transfer you to a relationship consultant... hold.. hold... hold... Sorry sir, all of our relationship consultants are busy - someone will call you back in 24-48 hours.

Thank you Citibank for confirming your service sucks - I can't even cancel my card. :mrgreen:

Put it in writing - this circumvents the having to go through the phone call hurdles.

 

[guybaxy]

I found Citibank to be quite good about the charge back. I had A$2,600 charged for an Apple Mac (who was delivered) and 3 G Mobile charged to my Westpac NZ Mastercard. The Citibank charge too about 3 weeks and the Westpac took two months. The wespac charges (interest and late payment) had to be requested for a credit.

 

[Stephen65]

I suspect I may be about to start this odyssey. I was checking my citi transactions online and I noticed a strange $700 charge. On googling the name it turns out to be a mobile phone shop in the USA I have never dealt with. So I rang Citi and reported it. They've cancelled my card and will send me a form to fill in.

I've only once before been a victim of CC fraud. On that occasion CBA rang me to inquire about a UK transaction for about $4000. I told them I had not made it. The girl on the phone asked if I wanted to dispute it and I told her yes I most certainly did. She asked me to wait a minute, went away, came back and said my dispute was accepted and the transaction would be reversed. And so it was.

 

[WOLF13]

ChrisB, well done on getting the refund, the whole process sounds bloody frustrating to say the least.

CitiBank are such a poorly run company, I've had many problems with them. The only reason I stay is becacuse of the VISA with 1 for 1 Qantas point transfer and no cap. If they didnt have that, I'd be gone very quickly.

 

[Stephen65]

So far so good; they have credited the money back to me. However the form they promised to send me still hasn't arrived so I found it online and faxed it to them, that way I have proof of receipt.