Credit card compromised, Citibank tells me to "call back later"

[pangwen]

That said, 95% of the big companies I call always tell you 'Your call may be recorded for quality and training purposes'. Ergo, the other end already knows the call might be recorded; why tell them a second time?

That sentence could be interpreted as them giving you permission (“your call may be recorded”) to record for quality and training purposes.

 

[theblank]

can you really let a card be misused for weeks and still not be liable for the charges?

Absolutely not everyone checks the transactions online. So how would a person know if they havent got a statement yet, then there has to be time allowed for the post and then not everyone reads the mail immediately. one could go away for the week. Its just not practical to impose a time limit.

The bank would have to prove that the person was unreasonable about the time taken to report it, each case considered on its merits.

there was a case long ago, so i dont remember the specifics, but it was something like this. A person realised his wallet had been stolen, several days after it happened. The theives used the cards long before he reported the wallet stolen. The bank denied responsibility on basis the guy took too long to report it and claimed customer has to pay. They claimed how could it be possible a bloke didnt realise his wallet was gone. The case when to ombudsmen or the courts and the customer won his case. It was something like that he took a week off work, didnt go out, didnt spend any money, no reason to have looked for his wallet. So banks claim customer was unreasonable was denied. For whatever reason of the exact circumstance he guys alibi was considered reasonable.

I am fairly certain a customer is required to report unauthorised transactions within 30-90 days of the statement been issued, this is specified in the regulations somewhere, but I dont care enough to go find it. Even then, that might only be a guide.

bottom line is regulators know Payment card security is coughe and financial institutions dont want to impose onerous security on users to make it bullet proof. So thats why the institutions are required to take the hit without much fuss as a cost of doing business.

 

[bcworld]

A few years ago I took cash out of an ATM in Bali using my Citibank Plus account. Of course, there, ATMs dispense the money before giving the card back...so I took my money and walked off! The ATM would've been sitting there offering another service or withdrawal - presumably for a short time before eating the card. A couple of hours later I realised what I had done and called Citi to cancel the card. All done, told to expect a new card to be delivered within 7 days, by which time I'd be back home.

I waited 8-9 days and no card. When I called up I found out that they hadn't cancelled the lost card, in fact, they didn't do anything! It's fair to say I was a bit angry! They ended up having to refund me cash advance charges for credit cards and also other compensation.

 

[RooFlyer]

Absolutely not everyone checks the transactions online. So how would a person know if they havent got a statement yet, then there has to be time allowed for the post and then not everyone reads the mail immediately. one could go away for the week. Its just not practical to impose a time limit.

Ah, you were talking about someone not knowing their card had been compromised. Fair 'nuf. I was talking about someone knowing there was misuse and still not reporting it; I thought that would have been clear, but obviously not.

 

[theblank]

Ah, you were talking about someone not knowing their card had been compromised. Fair 'nuf. I was talking about someone knowing there was misuse and still not reporting it; I thought that would have been clear, but obviously not.

I am talking about the same thing. The case example was the bank saying the customer must have known and didnt report it for days, and they lost that argument.
Even if a customer knew it was compromised there isnt any way a bank can prove it the customer was negligent. Even with notifications, and netbanking logins,

 

[RooFlyer]

Even if a customer knew it was compromised there isnt any way a bank can prove it the customer was negligent. Even with notifications, and netbanking logins,

That genuinely surprises me. If a persons phone or browsing sessions are produced ( if ...) and at the time of those sessions, fraudulent activity is shown on-line, I would have thought that was a powerful indicator that the person had knowledge of the situation. from that time. The defence is "Oh, I logged on, but didn't inhale look"

 

[Mattg]

Well to round off this sorry tale of Citibank's incompetence, I've now finally received my replacement card... almost 2 months later!

I initially asked for them to send the replacement card to my address in Austria. Turns out they misspelt my address (despite me literally spelling it out for them phonetically over the phone) and the card never showed up. So about 3 weeks later, I corrected the address and they tried sending a new card to Austria again. Another 3 weeks later, it still hadn't arrived so I called and they informed me the letter had been returned to them a week earlier (nobody bothered to contact me when this happened). So, for the third attempt, I asked them to send a new replacement card to my Australian address instead and they agreed.

Well, today the third card that they tried sending out - the one that they promised to send to my Australian address - showed up in my mailbox in Austria. The address is still misspelt, the postcode is wrong and the country is written as "AT", so I'm amazed it even arrived, but there you go.

I cannot believe the sheer incompetence here. How can a bank continuously send credit cards to the wrong address?

Edit: I just tried to submit a formal complaint about this on their website, and got an error message.

 

[SOPOOR]

Well to round off this sorry tale of Citibank's incompetence, I've now finally received my replacement card... almost 2 months later!

I initially asked for them to send the replacement card to my address in Austria. Turns out they misspelt my address (despite me literally spelling it out for them phonetically over the phone) and the card never showed up. So about 3 weeks later, I corrected the address and they tried sending a new card to Austria again. Another 3 weeks later, it still hadn't arrived so I called and they informed me the letter had been returned to them a week earlier (nobody bothered to contact me when this happened). So, for the third attempt, I asked them to send a new replacement card to my Australian address instead and they agreed.

Well, today the third card that they tried sending out - the one that they promised to send to my Australian address - showed up in my mailbox in Austria. The address is still misspelt, the postcode is wrong and the country is written as "AT", so I'm amazed it even arrived, but there you go.

I cannot believe the sheer incompetence here. How can a bank continuously send credit cards to the wrong address?

Edit: I just tried to submit a formal complaint about this on their website, and got an error message.

im going to guess you dealt with the philipino call centre,

i was having problems with an indian call centre with a different bank , but once I made a formal complaint, they addressed it fairly quickly,
when I made a escalated complaint to a philipino call centre, I got someone who behaved like it was their day in the industry

 

[bcworld]

Edit: I just tried to submit a formal complaint about this on their website, and got an error message.

When you try and send them a message, you are not allowed to use 'special' characters....not even a full stop...it's madness!