Originally Posted by
hamhead
In the end, the costs of doing business get passed on to the consumer. A more lapse fraud department means more costs passed on to consumers, whether that be in higher interest rates or less desireable points/bonus offers.
hamhead, yes I totally agree with the sentiment you and others express. The most frustrating part is the 20 minute call with multiple clueless fraud agents asking ridiculous questions, with multiple hold times where it appears they did nothing
Agent: Do you have a Citi Checking account?
Me: Nope
Agent: Do you have a phone that can receive SMS?
Me: International phone ok?
Agent: No
Me: Then, no.
Agent: What is you AA member number?
Me: No idea, it will take me some time to look it up?
Agent: It's on the card?
Me: Really, where?
Agent: Oh...
<Several more minutes of this and having been put on hold already a few times and transferred to supervisor>
Supervisor: Do you mind if I put you on hold?
Me: Yes, I've already been on hold several times and this call has been going on for 15 minutes.
Supervisor: Uh, duh, <I don't know how to respond to an honest customer that is not following the script in front of me>
Supervisor: <Obviously confused and trying the script again> Do you mind if I put you on hold?
Me: Yes, I have already been put on hold and this is going nowhere.
Supervisor: Uh, duh...