Patience is a virtue (becoming a huge virtue....)
It is now one hour 20 minutes since I started the application process.
BUT I have an existing Citi Platinum (20 yrs+ and it charges an annual fee) and Citi Bank A/c (20 Years+) - not interested in any of that info (or to even copy across the details to save reinventing the wheel....).
Aim: Upgrade to fee-free for life Citi Signature CC for me & supplementary card holder, transfer across existing credit limit & direct debits set up on existing Platinum rewards cc, then close/cancel/kill existing Platinum CC for me and supplementary card holder.
I don't want any more Citibank Credit limit yet they are insisting on the application being a new amount added of $15k (min), and as it an additional Citibank exposure - and as such they want me to provide (down the track) copies of various documents.
A.K.A. Reinventing the Wheel
Moving onto the 'Applications unit' yields :
"Sir, we don't have access to your existing account information."
So,
"I grant you permission to access my existing account information in order to save you, me, and Citibank from wasting time and costs in unnecessary activity."
"Sir, we don't have access so we will need you to supply several documents."
"But earlier you and others have told me that as part of the application process you will reference and validate my existing accounts as they are under the same name and address details, so you must have access to those details to be able to accomplish that task. Secondly as I do not wish to increase Citibank's level of credit exposure to me, am debt-free, have a 20 year track record of substantial monthly spending and paying off etc then the application should not be treated as an alien account by Citibank."
"Can I put you on hold sir?
Now 1 hour 45minutes. The hold music (piano with orchestral background) being replayed for the >30th time.
Fast forward through 3 different people (colours...)until I get to Senior Applications officer, (@ 4,29pm today), run through tale of woe,
"Let me apologise sir, what you have described is that you want an upgrade from an existing account to the fee-free-for-life Signature Card, is that correct?"
"YES"
'OK sir, what they have done is created a new account application which I will cancel now and I will speak to customer service and explain what you want.'
More glorious replays for 4 minutes,
"OK sir, I have xx_ on the line and he will help you upgrade your existing account to the fee-free-for-life Signature card, is that OK?'
'Yes, thank you."
'Goodbye then sir, xx_ can you please assist our customer' Now 4.38pm.
"Hello sir, can i just confirm your full name and date of birth?"
{ INCREDIBLY LOUD INTERNALISED AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAARGH }
Then I duly complied for the 4th time....
"Thank you sir, you want to ..... I'll send off a request to upgrade your existing Platinum Rewards to a Signature Rewards card maintaining existing credit limit and supplementary card holder. You should receive a letter in 2-3 business days to confirm this has been done and within x days new cards will arrive. Please call the 132484 number once you receive each card to activate and then hold on to speak to a customer service representative to either get them to request the fee-free-for-life offer to be activated for the account or you can ask the customer service representative to transfer you to my extension number 82ZZZ and I will follow through for you.. You should receive confirmation within 2 to 3 business days of that status. Is this satisfactory for you?"
"Yes thank you very much."
Total time with last person 5 minutes. Of which maybe 90 seconds was confirming the details of the what I really, really wanted.
Total elapsed call time 2 hours 6 minutes.
Total wasted call time 1 hour 57 minutes.
Wasted cost to Citibank 2 hours and 2 minutes
Outcome: Pending.....
