CitiBank Sucks – 7 Days Late And I’m Insulted
I Forgot My Payment So CitiBank’s Online System Insults Me
I’m not as organized as I could be. My Citibank credit card payment was due a few days ago (February 12th), and I forgot it.
Realizing this, I immediately went to Citibank’s website, logged in, and attempted to make a payment. Unfortunately, Citibank wasn’t going to let me off that easy. Instead, I had to answer a long survey that forced me to choose between a lot of options that weren’t applicable, and frankly, it was more than a little insulting.
I blog about this because it’s a great example of “How To Irritate Your Online Customers” that businesses everywhere can learn from.
Citibank Screw-up Lesson 1: You Can’t Control My Experience
When I logged in to make a payment, none of the normal payment menu options worked. Instead, I was forced to choose between one of two options:
No problems so far. The only question is, why? It seems like all of those options would be available in a normal menu. Since I have no need for “Special Arrangements”, I selected to “make minimum payment/pay current balance.” Here’s what I saw next (and what really, really irritated me):
NONE of those options applied to me. I didn’t lose my job. I didn’t decide to skip this payment. I just freaking forgot. Instead of paying the $40 late fee and moving on with my life, I have to tell CitiBank all about my recent personal experiences.
Of course, I stopped right here. I picked up the phone and spoke with a very nice woman at Citibank who agreed that this system is, in her words “pretty ridiculous.”
The lesson: When you try and force website visitors to do something, often times they simply abandon the process. If your blog requires me to register before I can comment, or if I can’t buy from your online store without registration, guess what? I’m leaving.
Citibank Screw-up Lesson 2: Required Questions Can Block Form Completion
You’ll note from the screen cap above that I’m required to say why my payment is late. I think it’s ridiculous to ask this of a person who’s barely 1 week behind the ball, but so be it. Unfortunately, my answer “I forgot” is not on the list.
The same goes for the questions Citibank asks about “changes in my financial situation” and “my source of funds.” [Seriously? I'm SEVEN DAYS LATE.]
I couldn’t answer half of the questions honestly because my answers weren’t represented. The only way to get through this form was to lie.
Lessons:
- If you’re making a field on a form required, do your best to make sure all the possible answers are represented. I would have been much more likely to go through the questionnaire above had Citibank given options that I could feel comfortable answering.
- If you’re making people answer a question but not giving them all the possible answers, expect them to lie.
- An “other” option seems like it should be required for a complicated survey like this one.
Citibank Screw-up Lesson 3: Customer Service Is Not On Board
As I said, when confronted by a complicated survey that required me to answer a bunch of questions (some of which would have required me to lie), I skipped the survey and called instead. The phone call was nice – I would name my customer service person, but I’m afraid she would get in trouble. She was immediately apologetic when she found out why I was calling, and very, very nice. She told me that a lot of people have complained, and that when one customer read her the online form, she couldn’t believe it.
Lesson: Your customer service team should be in lock-step with your company policies. If they’re not, either the customer service people need training or the policy needs changed.
Citibank Screw-Up Lesson 4: No Way To Complain To The Relevant Party
I asked who I could talk to about this problem, and I was told that my customer service rep’s boss was available. However, I was also told that this person couldn’t really do much besides apologize. I was also given the number for Citibank’s “Electronic Services Team,” (or something like that), but was told they wouldn’t do much to help me either.
That’s right folks – customer service told me that complaining wouldn’t do any good.
Lesson: When your customers feel ignored, they will respond by going online and complaining about your business (just like I’m doing here).
So that’s my diatribe – hopefully some people read this and recognize some mistakes they might be making online…maybe even Citibank will read it.
By the way, for the 6 people the regularly read this blog: You’ll be glad to hear that I paid the account off today. The Lancaster household is getting by well enough – no need to worry.
Comments
Jason Lancaster Feb 19th, 2010
Yea, pay those bills and quit giving me a bad name!
admin Feb 19th, 2010
LOL! Sorry dude, won’t happen again.
jose Mar 10th, 2010
I just wasted too much time trying to get help from Citibank customer
service. Pointless.
Join citibank sucks on facebook:
http://www.facebook.com/group.php?gid=45491121732
and follow Ariana’s advice and move your money:
http://www.huffingtonpost.com/arianna-huffington/move-your-money-a-new-yea_b_406022.html
citibanksux Jul 12th, 2010
Yep. This happened to me – I’ve got 16 years with Citibank ,have always paid balances in full. During this time I’ve been late only twice due to an emergency hospitalization and travel. Once I realized that I my payment was late – I login to pay in full and I got the same panels as indicated above, which suggest financial impairment on my part.
There is no way I’m gonna fill those questions out – like I’m the one with the problem. I call them and make the payment on the phone. The service person even remarked how good my payment history was yet could provide no justification for the insulting questions on the website.
They have the data in front of them and can easily determine that something like a late payment (2 in 16 years) must be a blip and not symptomatic of delinquent behavior. But hey treat the customer like dirt. They take a bailout, keep their highly paid execs in cushy positions, yet treat responsible card holders like garbage. Nice company….
Jason Jul 12th, 2010
citibanksux – Glad I’m not the only one to think this is just ridiculous. Hopefully, someone at Citibank recognizes this error soon.
Greg Dec 2nd, 2010
had the same experience, but was actually late 2x in three months. For this, I was penalized with the stupid questionnaire and jacked up to a 29% interest rate.
they treat their customers like dirt
John Doe Jan 23rd, 2011
To Whom It May Concern,
I have had my sears platinum card since July 2007. I have never been late paying. So I can’t understand how if I keep my bill up to date I would be cancelled. I was told I made to many cash payments but I thought I could make up to 5 payments a month. I know I will never use Citi bank again or Sears for that matter. I will be sure to get the word out the sears card holders with rewards b/c u can be cancelled at anytime they see fit. I had almost 65,000 points saved up. I just can’t be live after almost 5 years of having my card. I thought you wanted your money back. But it’s clear you just want everyone to get behind on their bill and just pay the minimum amount so your company can make interest. I get it now!! I would give a zero stars if I could to all Citi Banks and Sears stores!!!!
Sally Mabelle Jul 4th, 2011
I totally sympathise as I was similarly insulted when my payment was accidentally just $8 short due to an unexpected bank transfer fee that was taken from my payment amount in transfer – account frozen – unable to email them – they even called my mother twice – a violation of privacy – rather than send me a direct email…and I made my payment promptly when I found out about the situation – they still cut my credit line by over $1000 – some customer service and customer respect!!
Piperatalanta Jul 21st, 2011
I have had a Citibank card for several years and have an excellent credit rating. My balance was $11,600 approx. I do online banking and pay my bills that way. I was receiving harassing computerized calls from Citi saying that my payments were not being received. I called my bank which did a conference call with Citi to try to figure out what these chimps are up to. I was very upset. The next month my credit limit was suddenly dropped to $11,000 so I was over my limit!!! I think it was retaliation because I had to get my bank on the phone with them. Now that I am over my credit limit my interest rate shot up to almost 30 percent.
DO NOT DO BUSINESS WITH CITIBANK. THEY WILL SCREW YOU OVER.
Lisa Dec 30th, 2011
They’re also pretty sneaky with late fees and adding services you don’t want. I opened up a Citibank credit card for a 0% APR balance transfer in October. I paid the first payment via my checking acct in Nov, and then again in Dec. December statement comes and I notice a late fee charge added on two days after the payment posted, supposedly for the Nov payment. I logged onto my checking and confirmed that the payment was made prior to the due date. Also noticed that they added on this “Payment Safeguard” fee that charged $36 a month, something I did not sign up for. Apparently, they added it on when the card was activated, which raised the minimum payment due. Had I not looked at the December statement, I wouldn’t have seen that my 0% APR was going to jump up to 30% because the payment safeguard service fee bumped up the minimum payment by $7. Imagine, trying use an introductory 0% APR to get rid of some debt, only to be stuck paying 30% because of something they snuck in. So I still had to pay the $7 still owed thanks to the minimum bump, and said as a courtesy, they’ll waive the $15 for them to take the payment over the phone. How generous.
J. McDonnell Jan 29th, 2012
I propose that for folks in your situation they modify their survey by adding the following answers:
Why account past due? Cardholder is a moron.
How will your situation change to allow you to pay your debts as promised? I will get a lobotomy.
What source of funds will you use? Food Stamps
Seriously, dude, if your employer paid you late you’d be the first one crying and moaning. Learn not to be a deadbeat and Citibank will like you.
n ashland Jan 29th, 2012
hey “dude” go back to your job at citibank!
admin Jan 31st, 2012
J. McDonnell – LOL – I suppose I am a moron for being a few days late. Perhaps a lobotomy is warranted.
You should look into one for yourself, btw.
admin Jan 31st, 2012
n ashland – Agreed. J McDonnell sounds like the name of someone who works at a bank and sets up these types of policies.
Greg Jan 31st, 2012
Agreed, I’m a moron for being careless and being late on a payment. Still doesn’t mean that Shitibank should stick it to me at 29% APR and treat me like a deadbeat.
This is a also company that took 45 billion in taxpayer money just so they could keep the lights on.
Your welcome Citi but America would have been better off without you.
admin Jan 31st, 2012
Greg – Well said sir – I concur completely.
J. McDonnell Jan 31st, 2012
You’d have to pay in advance for that lobotomy you deserve because I bet you have really crappy credit. I suppose in your trailer park it is perfectly normal to sign a contract promising to perform a certain function on or before a certain date but then neglect to do so. If you run a business with the memory or brains of a two-year-old, you’d better not plan on giving up those food stamps any time soon. Do you conveniently forget to perform your contractual obligations for your clients? And they are really thrilled when you do, right?
Oh, better hope that the brain surgeon doesn’t pull a you and forget to show up while you are on the operating table.
C Stiteler Apr 5th, 2012
I just discovered that Citibank added this Payment Safeguard to my account to the tune of 87 dollars a month. It has been on my account for 3 months and an additional 34 dollar charge. Almost 300 dollars for something I NEVER authorized. I called and emailed and they emailed me back claiming they have a recorded conversation where I agreed to this. There is no way on earth I knowingly agreed , the only possibility I can think of is it was very veiled in the conversation. I dont’ even remember talking to them on the phone though ! I have requested to hear the recording, waiting for a response. BEWARE !
Alan Matthews May 7th, 2012
Why do so many customer service people lose touch with reality? All the website needed was an option that said, “I want to make my regular payment plus the appropriate late fee. I don’t need any other special arrangements. If I do in the future, I’ll contact you.”
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