Originally Posted by
gokeeper
VERY frustrated. I applied TY Premier card last Friday and got instant approval. Since I have a travel arranged later this week, I called 800 number and ask the agent is there any chance they can expedite the card to me. After a brief hold the agent told me she was able to requested the card to be expedited, I thanked her and hung up. Few minutes later I got an email from CITI says I requested to close my account and a new account will be be open. At that time I thought that agent might did some kind of trick by request a replacement card so they can expedite out the card. Few days later, I called the 800 number again and ask for any tracking number, this time the agent told me these isn't any premier account under my profile, their systems shows I requested to close my account and don't want to receive any card. I told to an account manager she said the best she can do is reopen my account by input my information over the phone and wait for their account department to review, the whole process will take 2~3 weeks!
Anyone had same experience before? What is the best strategy now? Just wait another 3 weeks or is there any other way to elevate my case? Thanks so much for any input.
I had a similar experience Nov. 2015. I had two Citi accounts, a Platinum AA and a WE Executive. I called and asked the Platinum be closed as I now had the WE. We talked at length as she went down her script trying to convince me to stay (but said she understood why I didn't need such similar cards).
The next day I tried to make an online purchase and my card info was declined. When I checked my accounts, she had
closed the wrong one. I called and got the "it'll take 3 weeks" line. I asked for a supervisor and was pretty icy about this meant my husband and authorized user, was out of town with a useless CC, this was totally unacceptable, if this is an example of how they do business...etc. In the end a manager 2-3 steps up from the CR (or so they said) told me they'd have another card out within 2 days and gave me 10k miles as compensation.
Bottom line, their front line CRs seem careless about the data entry part of their job, but higher-ups do have a fair amount of power to offer remedies. Disclosure: they were able to see we has been Citi customers for several cards over the years and this involved a high AF card. Good luck!