Citi Customer Service or Customer Distress. Review on General Tips on Personal Loan

With the changes in the market and Citibank in obvious issues, I thought Citibank for a change will get more customer focus to retain its base……… but then the bank continues to be as bad in its service.

I want Citibank supervisor to read this………. Oh wait a minute Citibank doesn’t have supervisors on the floor.

My loan EMI date is 1st of every month, due to some transactional timing issues, first time in 10 months the EMI couldn’t be processed.

But the money was very much there in the account and I had sent a mail with my statements on 1st itself: No doubt with your dismal customer service: I haven’t got a reply on that mail yet.

The Emi was cleared on 13/01/2009 as ECS DR CITI PYMT351609531JCITI but I got an SMS today stating that the payment is due today.

I know that the Emi takes 10 days to reflect and obviously with Citibank … making mistakes is routine.

I called customer service : or customer distress ……… on my way to work as I got the CitiALert on 12:45, I called the dreaded number 28232484 : My 2nd call to Citibank Loan 1st being : To give a notice to foreclose my loan.

I went through the IVR and told the advisor I was on my way and don’t have my account number and I gave my name and DOB, The advisor didn’t give his name but flatly refused to give me details, told me that I don’t exist in their database, I insisted, he refused, I asked for a supervisor and he put me on hold for **12 minutes 56 seconds

*I called back and found a guy called Gaurav; the call must have got connected to the NASA section of Citi-services because Gaurav was able to get the account details almost immediately.

Then when I told Gaurav I want to lodge a complain about this guy , he said that the Personal Loan Customer service floor is so huge and crowed that he will not be able to locate the earlier advisor.

So I asked him if there was a supervisor who takes care of such a Huge … stupendous ………. Star enterprise sized floor, he said that yes we have: Neeraj Sharma but he is never around.

So I asked for another supervisor: and I who am a Customer service Delivery Manager was astounded to know that for such a huge floor (which I doubt) where u can’t locate an advisor, Citibank has only one supervisor who isn’t around. So I asked who is taking care of you: No one: came the prompt answer, almost as if he was proud to work unsupervised.

I don’t know what Citibank is going to do about this mail but there are some facts about Citi customer service.Advisors aren’t trained to use the system NO etiquettes or customer service training done No supervisor on the floor : Neeraj Sharma …….. were are you The entire Floor managed by one absent supervisor Incorrect alert sent to customers No sense of quality or customer experience

And the world is wondering what went wrong with Citibank … I kind of got an answer today.