[Resolved]  Citibank Credit Card — Abusive Behaviour of recovery agents

Citibank/Credit card — Agents Behaviours

Dear All,

The below complaint sent to you on behalf of my mother the credit card holder as she is old lady.

As mentioned above :
The owner of the card : Eptisam Aly Yehia Aly.
Citibank Card: [protected].
Country : Egypt.

First Complaint:

My Mother the card holder did not receive August 2009 statement , so she asked me to call your respectable call centre to inquire about the reason of that delay that may lead to delay payments and that wasn’t acceptable from my mother side , I contacted them to inform about non-delivered bills ,one of your agents answered me , got my request and promise to reprint and send the bill without any notification of any extra charges ; surprise that call not uploaded on your recording system as after few weeks we did not receive any statements and the new one[protected] issued .

Regarding that I contacted your respectable call centre again to inquire about that delay and really I was surprised that my previous call not documented at your system and the new agent informed me that to reprint and send bill I will be charged 20 le , that wasn’t acceptable as really we did not receive the statement , I asked him to investigate the case at your great system but he astonished me with his answer as robot that my bill delivered and if I need other one I will be charged extra fees with no exception , so I asked him to transfer my call to higher position with more authority to handle my complaint , he did, as my call transferred to Team Leader : Amgad Adeeb who handled my complaint but also we with insist that we received August statement , but with more debating with him , he convinced to send investigation request to confirm the delivery as updated on your system that bill delivered to door man although my mother living at compound with no existence for any door man except securities , Amgad promised to check by himself and feed me back with 3 days .

After 3 days exactly I received call from delivery company regretting about runner mistake as fake delivery and promised to report that results to Citibank to resend the required statement , Amgad contacted me again and apologized for that mistake and bills will be send ASAP.

My mother received August & September 2009 on the same day.

I appreciate if you checked the above complaint as I was surprised from your system behavior as some of our calls and inquiries not updated and that really bad image for great enterprise as Citibank, regardless the bad impact on customers history on your system.

The worst part is your agents behaviors as it looks they did not get the basics of customer service behaviors and rules as step on customers shoes or even be on his side with basic concept (Customer always right) , your agents missing a lot of Customer Service Behaviors that reflected on your image and impacted your reputation specially here in Egypt.


Sorry for not mentioning dates , but I believe if you checked your system you will find some of my calls or inquiries.



Second Complaint :

As previous complaint and non-delivered bills , the 2nd problem raised , as my mother upon receiving her bills she checked the billed amount and description of each , she got extra amounts 24.99 LE repeated twice at August bill with description (PAI OS FAMILY 50) , she contacted your call centre as I was not at home with her to inquire about that extra charges , they informed her that is Insurance fees , as discussion done between my mother and your respectable agent as she did not have any back ground about that insurance or its conditions , she informed that she did not set any deal or sign any contract , they informed her that Tele-sales contacted her and set deal ; fake one sorry for that words but actually no deals done as explained from my mother as actually she received call inform her about new offer for insurance and she was not interested , agent offered her to send the offer via courier to check it , they did, my mother received the offer she did not even check the envelope as she refused the whole idea of insurance .

Crisis started when she re-contacted your call centre complaining from that extra charges and she did not set any deals with any Tele-agent , so they informed her they will submit complaint to concerned departments to check her case and hear the recorded call between her and your Tele-sales , we were surprised when we got the feedback as they insist that the deal done via phone and the amount confirmed to be deducted from her account monthly and that was totally wrong and not happened , even in dreams, and she should inform your bank with cancellation within 30 days from deal date not specified as amounts at August statement deducted twice (27-July& 20-Aug).

As my mother disappointed from your feedback and worst treatment can ever any customer get , she asked me to call your call centre again on her behalf to check that case and to waive that amount as she denied any deal done.

I contacted your call centre , my call received by your agent :Amr Khalil Mohamed Fathy dated 31-October -2009 at 7:30 pm .

Call details as below:

Verification with my mother data , after that I started to explain the case to Amr ; he was in defensive position from the beginning of the call , as I asked him to listen to the recorded call that prove the deal as that is the only clue for that case , he told me that is out of his scope and he is not quality to hear calls , so I asked for alternative to send to them again with my complaint addressed Deny of deal , but he shocked with his answer as he told me that the case almost closed as per first complaint and other department feedback that amount should be paid with no exception to waive it , I tried to discuss with him the problem again and inform him that I am working in the same field of communication and most of time I did presentation and sessions for new comers to educate them Customer Care Behaviors but he neglected my conversation telling me that what I am saying is out of scope of the call , unbelievable, so I tried again to push him to send complaint but he insists not to do anything as case closed and amount due as it is obligatory payments.

Dear All, as above I need your support and deep investigation specially in the second case and did your great usual effort to waive that amount that reflected at August and October statements and I wish you did more effort to choose your representatives as they are the only best tool to keep your reputation that of course beside your wonderful and magnificent products , also I need your action towards Amr as he is a bad image of your respectable Enterprise , I hope that you hear the call with Amr , I admit I was so angry and maybe I said bad words but was intentionally due to his bad behavior.


At the last have you reached that level of neglect and DISRESPECT to your client, that you're telling them to go and dig after his problem and back off your shoulders if he wants his problem to be solved, that he is the one who should call your company to solve it, and that you are no more caring nor bothering yourself with him any more to assist the customer?


BR,

Hossam Youssef

Mobile : [protected]

The complaint is I was holding a card no.[protected]- which has been expired and all the payment was made before the last amount Rs692/- which was paid vide cheque no.361425 drwan on standard chartered in due date. unfortunately we put a application to the bank for the closing of our a/c for certain reason, and the a/c was closed, and there after we came to know ourself that a small amount of cheque of citibank was issued which may be not encashed -this we came to know through the the statement recd from the bank- immediately I feel to ask your bank for the same to collect the same from my office or to deposit in your bank(Remember I did not recd any call from your bank for the same)- the reply was not good they started charges for Rs.300/ extra, ok I told them to pl send the statement to make payment but till date no statement was recd only messages are being recd for making payment which has been gone up to Rs.1341/- why all this --now kindly note the credit card has been expired/closed- and if you want your payment kindly send your correct amount-show your genuineness be a good bank-waiting for a favourable reply.
thanks