That is an unfortunate story. I have had satisfactory service with Citi. But I think the service definitely depends on which card you have. I have the Smith Barney Platinum and Citi Chairman cards through them and have had no problems with their customer service. They have always been on top of all the issues and have addressed my concerns with above adequate attention. Chase on the other hand, I don't like how they debt my checking account and post my payment 3 days later. Citi and Amex typically post my payment and then debts my account and I can do it on the same day with no additional fee. Chase charges $15 for their "same day" payment service and their phone payment service, while Amex and Citi does it without a fee.