Another Citibank Plus Account / Debit card fail.

[vetrade]

I read somewhere a while ago on AFF that people have had trouble with Citibank's application process for Debit cards so I thought I'd post my experience since I know how much everyone here likes a good story......

The problems have been continuous since I did the online application 2 months ago (still ongoing) and if it wasn't for the time invested already I would have told them to "stick it" long ago.
Maybe I still will!

I got a 16 digit reference number emailed to me after completing the application. Supposedly I could check the application status online using this reference number but when you enter it you get a message saying the number is wrong because it should have 17 digits. So just ring them, right? Well, it's not that easy - you get one of those press 1 for.........press 2 for........(you all know what I mean) and after making all your selections you get asked to enter your reference number - but after you've only had time to enter about 3 digits the machine says "I'm sorry, you did not complete the entry on time"............WTF?

Send an email and receive a nicely worded reply from their Customer Service with no info about the application, but a number to call - and go through the process of being shunted from one obviously Asian person called Hank or Randy (complete with an overdone American accent) to another. Person number 4 ("Wayne") listens to my story and then says he can't help me because he only does credit card applications, not debit cards! I should ring xx_X xx_X, or whatever.

Next customer service person tells me Mrs V and I need to go through an ID check at the P.O. Heard nothing for 3 weeks after that so rang again to be told (eventually) there is a problem with our address. "Why is that?" I ask because we've been in the same house for over 20 years and I'm pretty sure I know what the address is. Then the operator mentions another address and asks which one I live at. The second address happens to be my former business premises which we still own but which has been rented out since I sold the business over 10 years ago. I have no idea where Citibank got that address from but it wasn't me. An idea of how old their info was is the fact that the girl quoted "124" as the street number but it's actually been "424" since the council renumbered everything 15 - 16 years ago.

And all this just to get a debit card which I pre-load my own money on to.........might just stick with the 28 Degree card and pay the fees for cash withdrawals when OS...............

 

[Cynicor]

I read somewhere a while ago on AFF that people have had trouble with Citibank's application process for Debit cards so I thought I'd post my experience since I know how much everyone here likes a good story......

And all this just to get a debit card which I pre-load my own money on to.........might just stick with the 28 Degree card and pay the fees for cash withdrawals when OS...............

I often feel like this when dealing with the banks and utilities. But in the end it is cutting off your nose to spite your face. I cancelled an ANZ app because they made things way too hard for me and missed out on 100k points for nought (would have applied for all 3 if I bothered with the black).

Is it possible to just start a new application or go to a branch?

Best of luck, it's a great card to have.

 

[medhead]

I bypassed all that ID check rubbish by going to a branch. I did that because I only had about 5 weeks before departing overseas. The branch person was a bit put out, but they did take the ID check. They also changed something in the application, can't remember the details. Visiting a branch expedited the process considerably. Apparently there are branches in Melbourne CBD and Camberwell.

Find My Citi - locate a Citibank ATM or Branch anywhere in Asia

Collins Street, Melbourne branch
350 Collins St, Melbourne VIC 3000, Australia
Little Bourke Street, Melbourne branch
235 Little Bourke St, Melbourne VIC 3000, Australia
Camberwell branch
610/612 Burke Rd, Camberwell VIC 3124, Australia

 

[vetrade]

Maybe a glimmer of hope..........latest info is that all "issues" have been cleared up and approval will be within 48 hrs - will just wait and see.
The whole protracted business is an indictment of Citibank's processes though - and I can't even say I was surprised, having been informed in advance by fellow AFFer's own experiences.
I guess it's a further warning for others to apply months ahead of when they need the card by.

Cynicor - you are right about the "cutting off your nose to spite my face" of course, but I've been known to do that in the past and worn the inconvenience just to make a point - and even without 100K points at risk! I guess I'm not too fussed in this case because 1. I really don't care if I have their card or not and 2. there's still plenty of time for them to get their act together before our trip.

Medhead, your approach of visiting a branch would certainly expedite things, although in my case the ID check was about the only thing which has gone smoothly - perhaps because it was done by Aus Post rather than Citibank. The problem seems to be with communication - info they receive seems to get filed without anyone acting on it or communicating any perceived problems to someone else to action..........and certainly no one bothers to communicate any issues to the applicant for clarification.

 

[Cynicor]

Maybe a glimmer of hope..........latest info is that all "issues" have been cleared up and approval will be within 48 hrs - will just wait and see.
The whole protracted business is an indictment of Citibank's processes though - and I can't even say I was surprised, having been informed in advance by fellow AFFer's own experiences.
I guess it's a further warning for others to apply months ahead of when they need the card by.

Cynicor - you are right about the "cutting off your nose to spite my face" of course, but I've been known to do that in the past and worn the inconvenience just to make a point - and even without 100K points at risk! I guess I'm not too fussed in this case because 1. I really don't care if I have their card or not and 2. there's still plenty of time for them to get their act together before our trip.

Medhead, your approach of visiting a branch would certainly expedite things, although in my case the ID check was about the only thing which has gone smoothly - perhaps because it was done by Aus Post rather than Citibank. The problem seems to be with communication - info they receive seems to get filed without anyone acting on it or communicating any perceived problems to someone else to action..........and certainly no one bothers to communicate any issues to the applicant for clarification.

Sounds like progress at least!

"Sounds like" is the best you can hope for with Citi, then you just wait and see...

 

[get me outta here]

Reading this, I thought I'd better get around to activating mine. Signed on and seemed to go through but cannot change pin, is that usual?

Do I still have to phone to activate as the sticker says, as on line it says all my cards are activated - which instruction takes precedence??

 

[ComeFlyWithMe]

Sounds like progress at least!

"Sounds like" is the best you can hope for with Citi, then you just wait and see...

I had a weird experience with Citi... They sent me the ID documentation stuff which I filed in the drawer for when I could be bothered, then 2 days later I was approved and had the card. They must have ID'd me some other way I guess. Still confusing.

 

[burmans]

I had a weird experience with Citi... They sent me the ID documentation stuff which I filed in the drawer for when I could be bothered, then 2 days later I was approved and had the card. They must have ID'd me some other way I guess. Still confusing.

This happened to my wife too, she missed a couple of calls from Citi and also had one when she was just too busy to talk, then she was approved before talking. I think they have conversion KPIs which is the cause.

 

[yohy?!]

Typical Citibank experiences - they only ever cover 80% of people in their processes and the other 20 go through hell.

If you can stand to get through the application things will improve, I've been with them for many years and they are ok as long you don't throw them any curveballs

 

[Himeno]

I cancelled an ANZ app because they made things way too hard for me

I got rid of my ANZ card because they added a "security feature" to their online banking which made it impossible to access my account and no one could be made to understand what the issue was.

 

[Milboo]

Glad it's not just me having issues! I have been trying to verify my identity online but there is a glitch that does not allow me to hit the next button - on both iPad and desktop.

So I tried live chat - but apparently I was trying that outside of the stated hours - except I was squarely within those hours...

Then I got 3 reminder emails in one day about my application and have heard nothing since!

 

[vetrade]

Glad it's not just me having issues! I have been trying to verify my identity online but there is a glitch that does not allow me to hit the next button - on both iPad and desktop.

So I tried live chat - but apparently I was trying that outside of the stated hours - except I was squarely within those hours...

Then I got 3 reminder emails in one day about my application and have heard nothing since!

I did the online identity check too, Milboo, using passport etc but was later told that online IDs are not accepted and that we had to go to a P.O. to get it done (which begs the Q as to why Citi has the online ID facility on their applications in the first place). Annoyingly 2 weeks delay was caused because no one bothered to let me know the online ID wasn't acceptable. The number I eventually got to speak to someone on was 1800 807 138 but be prepared for that to be a convoluted process too. A couple of times I left my details for a call back but never received one. Just keep trying options until the call goes through to a human - even if it's not the right department ask them to transfer you to the correct one.

FWIW my application has now been approved - now to see if the cards turn up in the mail as promised.

 

[BNEFlyer]

I've always found Citibank great to deal with, including the application process.

For example, on Sunday I realised that my current debit card expires next month, and I'll be overseas and using the card next month. I called up at 6:30 on Sunday evening, was through straight away, told the consultant of my predicament. Without even asking the consultant, she said that she'll arrange for a new one to be sent out early. And she also put the travel warning on my account.

Today I arrive home and there's my new card, 4 days after requesting it.

 

[williamsf1]

another one to add to the fail bucket.... I applied last week and was given a 16 digit reference number and in the email says you can check the status online at any time.... Go online... and they advise you need a 17 digit number!!!!

 

[Milboo]

I gave up and verified my identity at AusPost on Saturday and posted it off - got email today confirming account open and card on its way.