Originally Posted by
RedSun
@
akr1970akr
It seems you've had Citi relationship for a long time. So you've not gone through the most recent changes of Citi going online.
I opened and closed both bank and brokerage accounts recently. So I have more up-to-date first hand experience. I just can't compliment Citi's service.
Since Citi has no branches anywhere close to me, I had to use its phone system. As the other member posted, Citi's phone system is broken.
After I dialed Citi phone number, Citi recognizes me as a customer. But this is actually bad. Then the system asked me to enter my ATM number, I entered, but the system can't recognized it. This problem was never fixed over the period I was a Citi customer. I had to go through several loops to reach any real person. And most of the time, phone calls were answered by Citi's overseas service center. I'm not a racist. But I do not like to be serviced by its overseas service center and have to repeat or explain the situation several times. This makes customers less likely to call into the service center because the phone reps are not competent.
Oh I've had those same problems too! I sort of fixed it by getting them to link my master account level to a phone number....but down at various product levels they don't always 'see' that number. So I go through phone tree hell too at times.
We had another retarded Double Cash situation yesterday where wife's card was declined at a store, and she had to get on the phone to sort it out. They definitely suck in so many ways.
But at the same time, between our normal spend and all the cookies we get from them from various random CG stuff, we easily get 150k or so TYP per year. And I don't MS, and have a fairly normal middle class spend. None of the other banks packages really get anywhere close to that, although I have plenty of affection for Schwab and their Plat.And what makes citi even crazier, is that we pay them like nothing in fees, eveything we do is shopped around, and if Citi is competitive they get the biz. Maybe the only thing which is a freebie for them to earn is that I keep some admin cash there where I don't care about the rates.
totally grant new customers might be going ... when dealing with Citi. they really only want mass affluent customers in top 10 MSAs where they have a good footprint. i'm kind of a left over.