Used the Citi chat talk live function 3 times yesterday and even though I'm Citigold I was getting sent to some foreign office where waiting times were 5 min each, and none of the reps could solve/address my problem, which I think was pretty simple one. It was pretty unimpressive. I remember in the past that CG and Prestige seemed to get better service. This was during US biz hours too. Not something to cancel a card over, but enough that when I was sent the survey for 'how was our service' i gave low scores for that.