Retention bonus
I called over the weekend to find out about a potential retention bonus this year. Since the retention department was closed, the agent gave me their direct # -- 800-753-5577.
I'm not sure if she was supposed to do that, but I called today and spoke with someone immediately. The offer wasn't really great -- 1500 points in one lump sum, although there was no spending requirement. Better than nothing. Greg |
Greg, thanks for the telephone number! I had a very unsatisfying call to what is now a standard CSR at DC and she was very nice and extremely clueless. If you had not posted the retention department's number I would have not renewed my membership. Oh, I was offered 5000 points as 625 points/month over eight months with a mimimum spend of $200/month.
John |
GregL: Thanks for the direct line phone #, I called and asked what they could do for me - they brought my info up on the screen and immediately offered 1K points/month for 5 months, only one charge per month is required for the 1K bonus. Exactly what I was wanting, I didn't need to beg and didn't have to threaten to cancel - a totally painless and pleasant experience.
By the way, as soon as I locked in the retention bonus I called back and dished out an additional $35 for a second card on my account (for my spouse), now that it's a MasterCard and can be used anywhere it's finally worth it to me to spend a little extra to have another card. |
I called the direct line recently and asked for a retention bonus. Without telling me I was or was not eligible for the bonus, the agent transferred me to customer service where they asked if I wanted to cancel my card. They have always offered a bonus in the past. Not this time I guess. It was strange how the retention specialist just looked at my account and then said they needed to transfer me to customer service, not even a yes or no answer to my question about the bonus.
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Beerman: I'm curious as to whether your account was up for annual renewal or not when you called - it happened to be annual fee time for me when I called a week or two ago and maybe that's why they didn't blink about giving me the retention bonus
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Beerman's experience is typical of what several of us have experienced (and discussed in other threads). I'm guessing that process is typical of the other Citi bankcards, so that as more and more of the DC CS is provided by the Citi reps, they are degrading the DC process to that used for the other cards.
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Originally Posted by yanxfann
Beerman: I'm curious as to whether your account was up for annual renewal or not when you called - it happened to be annual fee time for me when I called a week or two ago and maybe that's why they didn't blink about giving me the retention bonus
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Originally Posted by beerman
The last two years I called around the 10th of August and no problem getting a bonus. No luck this time.
The recent reports, including mine, of wildly inconsistent CS reps are not a good sign the longer it continues. The rapid descent from the best and most consistent customer service in the business to the current situation where whether you get good service depends completely on who picks up the phone on the other end is very disappointing. |
Originally Posted by ohmark
You should call again. Odds are, with a different CS rep or retention desk rep, you will get your bonus.
The recent reports, including mine, of wildly inconsistent CS reps is not a good sign the longer it continues. The rapid descent from the best and most consistent customer service in the business to the current situation where whether you get good service depends completely on who picks up the phone on the other end is very disappointing. |
Originally Posted by beerman
I really think it matters which person you talk to in the retention department.
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Just called, phone was answered on the first ring by an extremely pleasant and helpful agent. Offered 5k points without any hassle. Certainly made made me feel good about extending my membership by another year.
Lets hope this is indicative of the service we get in the future. |
Originally Posted by CheVive
Just called, phone was answered on the first ring by an extremely pleasant and helpful agent. Offered 5k points without any hassle. Certainly made made me feel good about extending my membership by another year.
Lets hope this is indicative of the service we get in the future. |
I called today to find out what my annual retention offer would be. The agent seemed to have all of my account details in front of him -- mentioning I had been a cardholder for eight years.
Interestingly, he asked me what I wanted. I was taken back a bit by this and stated that typically there was some offer of free points in exchange for renewal, at which point he offered 1000 points/month for five months as long as I made one charge. At 1 cent/mile, that brings me $50 back of the $95 yearly fee. Not bad, but not great. Greg |
Originally Posted by GregL
At 1 cent/mile, that brings me $50 back of the $95 yearly fee. Not bad, but not great.
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Fair enough -- I haven't looked into the travel credit option. I was basing each point as one frequent flyer mile which I value (conservatively) at 1 cent.
Greg |
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