Citibank Live Chat transcript
Content
Email Transcript
Send
Welcome A Citi representative will help you in approximately 0 minutes 6 seconds. For your protection, we'll never ask you for passwords, PINs, User IDs, security words or any part of your social security number during a chat. Other information may be required to help us verify your identity. You are now chatting with 'Orlando' from Citibank, N.A. Orlando: Good afternoon, welcome to Citi Live Chat. How may I help you today? you: can't pay my bill online. what gives? Orlando: I am sorry to hear that you are unable to make an online payment. you: this is the message: This service is unavailable due to your current account status. For more information, please call the Customer Service number on the back of your card. Orlando: I will be glad to check that for you. Orlando: Just to confirm, was your card lost or you have received a new card? you: no you: i just want to pay my bill! Orlando: I completely understand how you feel. In this case, please call us at 1-800-950-5114 and allow us to accept your payment at no cost. you: no i do not wish to call! i want to pay online! you: ummm. hello? you: how can i accomplish that? Orlando: I am here. Orlando: I will need to view your account online to check that out. However, since this chat was initiated before you logged in to your account, I am unable to view your account on this chat. Orlando: I suggest you re initiate a chat so that we have access to your account to assist you better. you: well actually i logged on to learn i could not pay before initiating this chat you: logged on now you: appears i cannot send an online message either you: wtf? Orlando: We are still unable to get access to your account on this chat. Orlando: In this case, re initiating a chat would be the right option. you: /Users/amyg/Desktop/Screen Shot 2014-01-08 at 12.22.56 PM.png you: you must be doing something wrong you: i logged in and am still logged in Orlando: I understand you have selected "make a payment" from "payments" tab. Correct? you: yes Orlando: This tab can be found next to "my Citi" tab. Orlando: And not "quick tasks" option? you: i don't know.
you: whichever selection i choose should enable me to pay online! you: i clicked "make a payment" Orlando: Our account specialists over the phone or our technical team should be able to assist better as I do not have access to your account. you: have them call me! not interested in a low level peon keeping me on the phone unnecessarily you: much like this chat you: ummm. hello? Orlando: It appears that there might be a temporary block on your account. So we are unable to get access to your account. you: why blocked? Orlando: Currently calling us at 1-800-950-5114 or our technical team at 1-800-347-4934 would be the best option available. you: i see. i need to make 2 calls! you: just to pay my bill online? that's bullshit! Orlando: You can either contact us at 1-800-950-5114 or our technical team. Orlando: You need not make 2 calls. you: i do not wish to make ANY call you: just pay online! you: not understanding how this chat feature is helpful! Orlando: Please call us at 1-800-950-5114 or our technical team at 1-800-347-4934 so that you can start paying online. you: NO! Apparently I haven't made myself clear so let's try again... you: I wish to make an online payment. NO PHONE CALLS SHOULD BE NECESSARY! Orlando: Please call us at 1-800-950-5114 or our technical team at 1-800-347-4934 so that you can start paying online. you: how can i make a payment online WITHOUT phoning a low level peon? you: Entirely odd i need to make a phone call to enable online payments! Orlando: You will need to select "make a payment" from "payments" tab to make an online payment. Once we get to know what is avoiding you from making online payments, you should be able to make online payments with ease. Orlando: Since your account is not accessible online on this chat, contacting us over the phone to get this issue resolved would be the right thing to do at this moment. you: i did that! you: #fail Orlando: I am sorry you feel that way. As we strive to assist every chat that we receive, there are times that we must refer you to call, in order to have your query resolved quickly. you: its not a FEELING! you: thought the chat was for quick resolution you: TO AVOID CALLS Orlando: It certainly is as long as we have access to your account. you: frankly its unbelievable how hard it is to give you money! Orlando: I understand how frustrating this can be. We value your relationship here with Citi. Is there anything else I can help you with today? you: help me avoid phone calls! Orlando: As of now we do not have any other option available to resolve this issue.
Orlando: I see that you have not replied. I will stay online for a couple of minutes if you need any assistance. you: phone rep cannot help! Orlando: Did you call our account specialists or the technical support team? you: on the phone now with a rep who cannot help you: acct specialist Orlando: Our account specialists should be able to assist you now. This will only take a few minutes. you: should is the operative word. however they are NOT able to assist you: so far, over 10 mins you: ugh! you: why so hard to give you money? you: 12 mins you: how many is a few? Orlando: How is it going? you: horrible Orlando: I understand how you feel. I know the wait can be frustrating. you: so far no help you: 19 mins... you: 2 reps, not including you you: its not the wait thats frustrating. its the lack of help so far from 3 reps! you: is there a supervisor in the house? you: ummm. hello? Orlando: I am here. you: i need a supervisor! you: clearly something is VERY wrong you: 25 mins... Orlando: Currently I am unable to find any supervisor. Was our account specialist of any assistance? you: NO! on the phone now with rep #3. so far NO HELP! you: please go seek out your supervisor you: you might have to get up from your chair you: 30 mins... you: thats just the phone call you: where is your supervisor? Orlando: I am still unable to find any supervisor. Please allow me few minutes more. you: go the next level up then you: UGH! disconnected from phone rep while on hold! NOW WHAT? Orlando: I am sorry to hear that your call got disconnected. Orlando: Would you mind calling our technical team at 1-800-347-4934? you: yes i would mind!
you: they disconnected me! Orlando: Since you are receiving error message while making the payment, I would recommend you to logout from account online and re-login to your account and then select "Payments" tab which is in between "My Citi" and "Benefits and Services" tab and try to make a payment. you: i tried that. Still doesn't work! Orlando: I understand that you have tried to make a payment from "Quick Task" payment option. Orlando: I would recommend you to follow the above steps and try to make a payment. Orlando: The payment should go through successfully. Orlando: I'll standby. you: i tried that too! doesn't work! Orlando: I would recommend you to try it once again. you: how many times do i need to try before more fails? Orlando: Citi recommends Internet Explore for all its transaction because it supports Java Script. Orlando: I would recommend you use Internet Explorer and then try to make a payment. you: not gonna use IE you: tried safari and chrome. neither allow online paymnets you: WHERE IS YOUR SUPERVISOR? you: i need to communicate with someone who can help! you: umm. hello? you: how can i make an online payment while logged into my account? Orlando: I am sorry to inform you that I tried to find my supervisors, however they are busy at the moment. Orlando: I can still pass on the message to them regarding the same.
Orlando: I completely understand your situations. you: not sure how a message can help! I SIMPLY WISH TO MAKE AN ONLINE PAYMENT you: there MUST be someone who is available Orlando: Since, this a technical error, I would still request you to log out from your system and try re login again. you: i did that several times! still failed Orlando: I apologize for the inconvenience which you are facing at the moment. you: this moment is now over one hour! Orlando: I would request you to call our technical support number once and try speaking to them. you: it is not a tech error since I'm able to log on! Orlando: We will be able to assist on the same. you: they are not able to help. second phone call now 20 mins Orlando: I completely understand what you going through. However, also appreciate your interest in making the payment online. you: WHERE IS YOUR SUPERVISOR? you: THIS IS A REAL PROBLEM Orlando: Sorry for the inconvenience. you: WHERE IS YOUR SUPERVISOR? you: ITS ENORMOUSLY INCOMVENIENT
you: 25 mins so far on SECOND phone call Orlando: I understand. you: WHERE IS YOUR SUPERVISOR? Orlando: I wish I could help you with the same. Unfortunately you are not logged into the account. you: i could log in again..not sure how that will help though Orlando: I can transfer the chat to my supervisor however even he will not be able to access the account without the account details. This is only for the security of your account. you: WHERE IS YOUR SUPERVISOR? Orlando: I hope you understand. you: THIS IS A REAL PROBLEM THAT REQUIRES SOLVING TODAY Orlando: You will have to end this chat and then chat back with us when you have logged in. you: seriously! whatever it takes to make an online payment while logged in! you: PLEASE GET SOMEONE NOW you: 30 mins so far on SECOND call Orlando: I would suggest you to end this chat and then chat back with us when you have logged into the account. Orlando: We will try our best to help you with all your questions. Orlando: Without the account details we will not be able to look into the account. you: there are no questions. i simply need to make online payments you: PLEASE GET YOUR SUPERVISOR NOW. LOST COUNT OF HOW MANY TIMES IVE ASKED Orlando: I understand, for us to help you with the payments I would request you to end this chat and chat back with us. you: NO. GO GET YOUR SUPERVISOR Orlando: Even my supervisor will not be able to help unless we have the account details, it for the security of your account. Orlando: Please be online. you: WHERE IS YOUR SUPERVISOR? Orlando: I will have my supervisor continue the chat for you. you: GET HIM OR HER NOW you: THIS IS BULLSHIT! you: ok i counted. I HAVE REQUESTED A SUPERVISOR 13 TIMES you: HOW MANY REQUESTS ARE NECESSARY TO TAKE ACTION? you: 35 MINS NOW ON SECOND CALL. Tshering: Sorry about the delay. Tshering: I am the supervisor with Citi. you: good. Tshering: Could I have your name please before we proceed with the chat? you: i am able to log on to my account but not make a payment you: why? you: amy Tshering: Thank you, Amy.
Tshering: Unfortunately I am not able to see the account that you are referring to? Tshering: I would suggest you to click on the End Chat and start the chat again to look into the details. you: currently not logged on you: second call was disconnected by rep Tshering: Amy, I would request you to end this chat and login into the account and then chat back with us to help you with the payments. you: how can i make an online payment? no help via phone or chat so far Tshering: I can guide you through the process. Tshering: I would suggest you to login to the account. Tshering: Please click on "Payments". you: i know HOW to make a payment. i am unable to do so you: tried that several times on 2 different browsers! Tshering: If you are unable to make a payment online, you can use the phone to make payments. Tshering: You do not have to wait for a live person. Tshering: You can use the correct options to make the payment over the phone. you: your site is preventing me from doing so. paying via phone does NOT solve online payment issue. since disconnected from 2 phone calls. how can i get REAL help to solve this problem??? you: not really interested in calling back to be on hold then disconnected AGAIN! Tshering: I will provide you with the technical support so that we can help you with the same. you: I've never been more ready. so far this charade has gone on for over 2 hours! Tshering: The technical support number would be 1-800-347-4934. you: called twice, put on extensive holds, and disconnected. not a good solution! Tshering: Amy, we can try and help only if we have the account details here. Unfortunately as the chat was started before you could login to the account we are unable to help you at this time. you: actually the chat began WHILE i was logged in! Tshering: I understand and apologize as the call was disconnected. you: that was 2 calls you: of course they don't call back! you: jus subjecting me to more time-wasting! Tshering: I am sorry about the same. I will take it as a feedback and follow up with necessary actions for the same. you: all in an effort to simply pay my bill while logged in to my account Tshering: I understand you want to stay on top of your finances. you: id like to speak to someone who WILL NOT DISCONNECT THE CALL you: HOW CAN I DO THAT? Tshering: If we had the details we could have taken the payment for you and helped you with the technical department. Tshering: I would suggest you call the technical support department. you: THE TECH DEPT IS THE ONE DISCONNECTING CALLS you: sounds like you are recommending i call again Tshering: Amy, I am really sorry about the same.
Tshering: Could I have your number? you: how about you call me? Tshering: Let me check what best we can do for you on this. you: i appreciate that! you: number is 424/272-0612 Tshering: I am trying my best to help you on this, I will try to contact the technical team to have them call you if I could have your number. you: tell them to quit hanging up Tshering: I will I can understand how frustrating it can be. Tshering: Amy, if you can give us some time so that I can have this resolved for you. you: its unbelievably inconvenient, especially after all the non-help and disconnected calls Tshering: Never had an issue with us like this. You have been very kind to stay online and let us know. I will take this as an opportunity to improve ourself. you: while you're at it, make sure each phone rep is reprimanded for their failures you: all i want is to make an online payment. never been so difficult to do so! you: im astonished Tshering: Amy, you can be rest assured I will pass the message to them. you: ok great. when can i expect a call? you: trying to pay for over 3 hours now! Tshering: Let me get this resolved for you as soon as possible. While I do that I will see if I can get someone for you to make the payment over the phone as well for you for this time. Tshering: I want to make sure you are happy with our services. you: i appreciate that! when can i expect a call? Tshering: Give me about 2 hours time, I will have to get the right person for you to make sure there is no more hassle for you. you: yikes! 5 hours to pay Tshering: Amy, I am sorry about the same, I will try my best so that we can reach sooner. you: im afraid to wait/disconnect this chat to never find you again! you: would be nice if a rep took ownership of this issue for complete resolution you: without disconnecting you: rather, instead of disconnecting Tshering: Amy, you can count on me for this. I will have someone reach out to you as soon as possible. you: and meanwhile? Tshering: Please go ahead, Amy. you: huh..go ahead? Tshering: I believe you have a question for me. you: not sure what you meant... go ahead Tshering: I thought you wanted to ask me another question. Tshering: My bad, I am sorry about the same. you: this is a perfect example of how customer support fails
you: so easy for a rep to disconnect, knowing customers will NEVER find them again Tshering: I totally agree with you, Amy Tshering: We value the customers like you so we do understand the importance of losing a customer like you. you: thanks for your understanding! would be good to look up those recorded calls as well as reading the entirety of this chat Tshering: Please be rest assured, our intention is not to make the customer suffer in any ways.\ you: funny, I'm a new customer seeking to make my first payment you: never been so hard to give money Tshering: Any customers new or old to us, we give the equal importance any understand the value of them. you: apparently the phone reps don't agree Tshering: I understand what you going through at the moment. Tshering: Sorry for any inconvenience caused to you. you: please grab those recorded calls Tshering: I have sent out an email for the same. Tshering: I will do my best to help you on the same. you: what is that email address? id like to write too you: seriously, corporate should be notified Tshering: I would not be able to provide the E-mail address, it's for internal use. you: well, you know a general email address is another customer service failure you: which email can i send to to reach an actual live person to raise this issue with? Tshering: You can use the "Secure Message" option available on the website. you: messages while logged on are unavailable as is the online payment function Tshering: Amy, I would suggest you to wait for the call from us so that we can help you with the issue. you: been waiting over 3 hours for help, simply to pay online. totally absurd Tshering: Amy, I have requested for more help for you on the same. you: frankly none of it makes sense you: whatever happens, i better not be charged any fees! Tshering: I would not be able to make a comment on the same at this time. you: about the fees? Tshering: You can also make payments over the phone, it's an automated process to make payments. Tshering: You can make your payments by calling us on 1-800-950-5114. you: Oh spare me! NO more calls. I'm exhausted Tshering: I understand you are unable to make the payment online, however we have other payment options to help you so that you account is not late. you: i wonder... will posts to various social media outlets offer a faster response? you: like of this chat? you: no phone call will solve the online payment issue. besides I've been insulted enough today by your phone reps Tshering: Amy, for us to contact you we would have to end the chat so that we can get the details of the chat along with the phone number. Tshering: I would request you to wait for up to 2 hours.
Tshering: I will try my best to make this as soon as possible for you. you: funny, i was just able to save as pdf. plus i gave my number... you: you didn't jot the number down after asking? you: its 8 pages Tshering: We do not send customer's details, we send the chat details for security. Tshering: I hope you understand. Tshering: I would request you to wait so that we can help you resolve the issue. you: i dont understand. you asked for my phone number to call, but need to end chat to do so? you: more customer failures! Tshering: Amy, I would not be calling you. Tshering: I would have someone contact you from the concerned department. you: why have i not already been connected to them? Tshering: Amy, I would require up to 2 hours to check and help you on the same. you: i do not wish to provide personal data for "security" purposes, which actually translates to data collection! you: you mentioned it would take 2 hours nearly an hours ago. Tshering: For us to help, I would have to disconnect the chat. Tshering: We cannot get the details without disconnecting the chat. you: not sure how that affects your ability to pick up the phone you: please explain Tshering: I am sorry I have explained the same to you. Tshering: I would not be contacting you at this time. you: are you telling me that you are unable to read the number provided UNLESS this chat ends? Tshering: I would have the concerned person contact you. Tshering: We would want the complete chat and the details in this chat. Tshering: Amy, can I disconnect the chat so that we can help you on the same? you: hmmm. i can post it to Facebook you: id rather not, UNTIL i hear from a "concerned person" you: what will it take to get an immediate response? Tshering: Well it is only to help you on this issue. you: its been several hours Tshering: I would suggest you call us again on 1-800-950-5114. Tshering: You would get immediate response. Tshering: They can help you make the payments. you: looks like there is ONE connected person, located in the Phillipenes you: shall i expect to hear from him/her? you: oops, i meant concerned person Tshering: Sure, if you have got someone connected. Tshering: We should be able to help you.
you: i see its a female you: no, just an online search you: but SERIOUSLY! ONE PERSON??? Tshering: Amy, the only option for me is to end the chat so that we can help you. you: Now I'm REALLY concerned! Nevermind lacking confidence in Citi resolving this issue in a timely manner. Tshering: Please wait for a while so that we can solve this for you. you: ugh! been waiting! Tshering: Thank you for choosing Citi and please do wait for us to help you on the same. Tshering: Have a good day! you: can't say I'm happy to have chosen Citi. impossible to get help to simply make an online payment! Tshering: Will take it as a feedback, thank you for contact us. Chat session has ended. Thank you for contacting us.
Type your name and press ENTER
Send
Welcome A Citi representative will help you in approximately 0 minutes 6 seconds. For your protection, we'll never ask you for passwords, PINs, User IDs, security words or any part of your social security number during a chat. Other information may be required to help us verify your identity. You are now chatting with 'Orlando' from Citibank, N.A. Orlando: Good afternoon, welcome to Citi Live Chat. How may I help you today? you: can't pay my bill online. what gives? Orlando: I am sorry to hear that you are unable to make an online payment. you: this is the message: This service is unavailable due to your current account status. For more information, please call the Customer Service number on the back of your card. Orlando: I will be glad to check that for you. Orlando: Just to confirm, was your card lost or you have received a new card? you: no you: i just want to pay my bill! Orlando: I completely understand how you feel. In this case, please call us at 1-800-950-5114 and allow us to accept your payment at no cost. you: no i do not wish to call! i want to pay online! you: ummm. hello? you: how can i accomplish that? Orlando: I am here. Orlando: I will need to view your account online to check that out. However, since this chat was initiated before you logged in to your account, I am unable to view your account on this chat. Orlando: I suggest you re initiate a chat so that we have access to your account to assist you better. you: well actually i logged on to learn i could not pay before initiating this chat you: logged on now you: appears i cannot send an online message either you: wtf? Orlando: We are still unable to get access to your account on this chat. Orlando: In this case, re initiating a chat would be the right option. you: /Users/amyg/Desktop/Screen Shot 2014-01-08 at 12.22.56 PM.png you: you must be doing something wrong you: i logged in and am still logged in Orlando: I understand you have selected "make a payment" from "payments" tab. Correct? you: yes Orlando: This tab can be found next to "my Citi" tab. Orlando: And not "quick tasks" option? you: i don't know.
you: whichever selection i choose should enable me to pay online! you: i clicked "make a payment" Orlando: Our account specialists over the phone or our technical team should be able to assist better as I do not have access to your account. you: have them call me! not interested in a low level peon keeping me on the phone unnecessarily you: much like this chat you: ummm. hello? Orlando: It appears that there might be a temporary block on your account. So we are unable to get access to your account. you: why blocked? Orlando: Currently calling us at 1-800-950-5114 or our technical team at 1-800-347-4934 would be the best option available. you: i see. i need to make 2 calls! you: just to pay my bill online? that's bullshit! Orlando: You can either contact us at 1-800-950-5114 or our technical team. Orlando: You need not make 2 calls. you: i do not wish to make ANY call you: just pay online! you: not understanding how this chat feature is helpful! Orlando: Please call us at 1-800-950-5114 or our technical team at 1-800-347-4934 so that you can start paying online. you: NO! Apparently I haven't made myself clear so let's try again... you: I wish to make an online payment. NO PHONE CALLS SHOULD BE NECESSARY! Orlando: Please call us at 1-800-950-5114 or our technical team at 1-800-347-4934 so that you can start paying online. you: how can i make a payment online WITHOUT phoning a low level peon? you: Entirely odd i need to make a phone call to enable online payments! Orlando: You will need to select "make a payment" from "payments" tab to make an online payment. Once we get to know what is avoiding you from making online payments, you should be able to make online payments with ease. Orlando: Since your account is not accessible online on this chat, contacting us over the phone to get this issue resolved would be the right thing to do at this moment. you: i did that! you: #fail Orlando: I am sorry you feel that way. As we strive to assist every chat that we receive, there are times that we must refer you to call, in order to have your query resolved quickly. you: its not a FEELING! you: thought the chat was for quick resolution you: TO AVOID CALLS Orlando: It certainly is as long as we have access to your account. you: frankly its unbelievable how hard it is to give you money! Orlando: I understand how frustrating this can be. We value your relationship here with Citi. Is there anything else I can help you with today? you: help me avoid phone calls! Orlando: As of now we do not have any other option available to resolve this issue.
Orlando: I see that you have not replied. I will stay online for a couple of minutes if you need any assistance. you: phone rep cannot help! Orlando: Did you call our account specialists or the technical support team? you: on the phone now with a rep who cannot help you: acct specialist Orlando: Our account specialists should be able to assist you now. This will only take a few minutes. you: should is the operative word. however they are NOT able to assist you: so far, over 10 mins you: ugh! you: why so hard to give you money? you: 12 mins you: how many is a few? Orlando: How is it going? you: horrible Orlando: I understand how you feel. I know the wait can be frustrating. you: so far no help you: 19 mins... you: 2 reps, not including you you: its not the wait thats frustrating. its the lack of help so far from 3 reps! you: is there a supervisor in the house? you: ummm. hello? Orlando: I am here. you: i need a supervisor! you: clearly something is VERY wrong you: 25 mins... Orlando: Currently I am unable to find any supervisor. Was our account specialist of any assistance? you: NO! on the phone now with rep #3. so far NO HELP! you: please go seek out your supervisor you: you might have to get up from your chair you: 30 mins... you: thats just the phone call you: where is your supervisor? Orlando: I am still unable to find any supervisor. Please allow me few minutes more. you: go the next level up then you: UGH! disconnected from phone rep while on hold! NOW WHAT? Orlando: I am sorry to hear that your call got disconnected. Orlando: Would you mind calling our technical team at 1-800-347-4934? you: yes i would mind!
you: they disconnected me! Orlando: Since you are receiving error message while making the payment, I would recommend you to logout from account online and re-login to your account and then select "Payments" tab which is in between "My Citi" and "Benefits and Services" tab and try to make a payment. you: i tried that. Still doesn't work! Orlando: I understand that you have tried to make a payment from "Quick Task" payment option. Orlando: I would recommend you to follow the above steps and try to make a payment. Orlando: The payment should go through successfully. Orlando: I'll standby. you: i tried that too! doesn't work! Orlando: I would recommend you to try it once again. you: how many times do i need to try before more fails? Orlando: Citi recommends Internet Explore for all its transaction because it supports Java Script. Orlando: I would recommend you use Internet Explorer and then try to make a payment. you: not gonna use IE you: tried safari and chrome. neither allow online paymnets you: WHERE IS YOUR SUPERVISOR? you: i need to communicate with someone who can help! you: umm. hello? you: how can i make an online payment while logged into my account? Orlando: I am sorry to inform you that I tried to find my supervisors, however they are busy at the moment. Orlando: I can still pass on the message to them regarding the same.
Orlando: I completely understand your situations. you: not sure how a message can help! I SIMPLY WISH TO MAKE AN ONLINE PAYMENT you: there MUST be someone who is available Orlando: Since, this a technical error, I would still request you to log out from your system and try re login again. you: i did that several times! still failed Orlando: I apologize for the inconvenience which you are facing at the moment. you: this moment is now over one hour! Orlando: I would request you to call our technical support number once and try speaking to them. you: it is not a tech error since I'm able to log on! Orlando: We will be able to assist on the same. you: they are not able to help. second phone call now 20 mins Orlando: I completely understand what you going through. However, also appreciate your interest in making the payment online. you: WHERE IS YOUR SUPERVISOR? you: THIS IS A REAL PROBLEM Orlando: Sorry for the inconvenience. you: WHERE IS YOUR SUPERVISOR? you: ITS ENORMOUSLY INCOMVENIENT
you: 25 mins so far on SECOND phone call Orlando: I understand. you: WHERE IS YOUR SUPERVISOR? Orlando: I wish I could help you with the same. Unfortunately you are not logged into the account. you: i could log in again..not sure how that will help though Orlando: I can transfer the chat to my supervisor however even he will not be able to access the account without the account details. This is only for the security of your account. you: WHERE IS YOUR SUPERVISOR? Orlando: I hope you understand. you: THIS IS A REAL PROBLEM THAT REQUIRES SOLVING TODAY Orlando: You will have to end this chat and then chat back with us when you have logged in. you: seriously! whatever it takes to make an online payment while logged in! you: PLEASE GET SOMEONE NOW you: 30 mins so far on SECOND call Orlando: I would suggest you to end this chat and then chat back with us when you have logged into the account. Orlando: We will try our best to help you with all your questions. Orlando: Without the account details we will not be able to look into the account. you: there are no questions. i simply need to make online payments you: PLEASE GET YOUR SUPERVISOR NOW. LOST COUNT OF HOW MANY TIMES IVE ASKED Orlando: I understand, for us to help you with the payments I would request you to end this chat and chat back with us. you: NO. GO GET YOUR SUPERVISOR Orlando: Even my supervisor will not be able to help unless we have the account details, it for the security of your account. Orlando: Please be online. you: WHERE IS YOUR SUPERVISOR? Orlando: I will have my supervisor continue the chat for you. you: GET HIM OR HER NOW you: THIS IS BULLSHIT! you: ok i counted. I HAVE REQUESTED A SUPERVISOR 13 TIMES you: HOW MANY REQUESTS ARE NECESSARY TO TAKE ACTION? you: 35 MINS NOW ON SECOND CALL. Tshering: Sorry about the delay. Tshering: I am the supervisor with Citi. you: good. Tshering: Could I have your name please before we proceed with the chat? you: i am able to log on to my account but not make a payment you: why? you: amy Tshering: Thank you, Amy.
Tshering: Unfortunately I am not able to see the account that you are referring to? Tshering: I would suggest you to click on the End Chat and start the chat again to look into the details. you: currently not logged on you: second call was disconnected by rep Tshering: Amy, I would request you to end this chat and login into the account and then chat back with us to help you with the payments. you: how can i make an online payment? no help via phone or chat so far Tshering: I can guide you through the process. Tshering: I would suggest you to login to the account. Tshering: Please click on "Payments". you: i know HOW to make a payment. i am unable to do so you: tried that several times on 2 different browsers! Tshering: If you are unable to make a payment online, you can use the phone to make payments. Tshering: You do not have to wait for a live person. Tshering: You can use the correct options to make the payment over the phone. you: your site is preventing me from doing so. paying via phone does NOT solve online payment issue. since disconnected from 2 phone calls. how can i get REAL help to solve this problem??? you: not really interested in calling back to be on hold then disconnected AGAIN! Tshering: I will provide you with the technical support so that we can help you with the same. you: I've never been more ready. so far this charade has gone on for over 2 hours! Tshering: The technical support number would be 1-800-347-4934. you: called twice, put on extensive holds, and disconnected. not a good solution! Tshering: Amy, we can try and help only if we have the account details here. Unfortunately as the chat was started before you could login to the account we are unable to help you at this time. you: actually the chat began WHILE i was logged in! Tshering: I understand and apologize as the call was disconnected. you: that was 2 calls you: of course they don't call back! you: jus subjecting me to more time-wasting! Tshering: I am sorry about the same. I will take it as a feedback and follow up with necessary actions for the same. you: all in an effort to simply pay my bill while logged in to my account Tshering: I understand you want to stay on top of your finances. you: id like to speak to someone who WILL NOT DISCONNECT THE CALL you: HOW CAN I DO THAT? Tshering: If we had the details we could have taken the payment for you and helped you with the technical department. Tshering: I would suggest you call the technical support department. you: THE TECH DEPT IS THE ONE DISCONNECTING CALLS you: sounds like you are recommending i call again Tshering: Amy, I am really sorry about the same.
Tshering: Could I have your number? you: how about you call me? Tshering: Let me check what best we can do for you on this. you: i appreciate that! you: number is 424/272-0612 Tshering: I am trying my best to help you on this, I will try to contact the technical team to have them call you if I could have your number. you: tell them to quit hanging up Tshering: I will I can understand how frustrating it can be. Tshering: Amy, if you can give us some time so that I can have this resolved for you. you: its unbelievably inconvenient, especially after all the non-help and disconnected calls Tshering: Never had an issue with us like this. You have been very kind to stay online and let us know. I will take this as an opportunity to improve ourself. you: while you're at it, make sure each phone rep is reprimanded for their failures you: all i want is to make an online payment. never been so difficult to do so! you: im astonished Tshering: Amy, you can be rest assured I will pass the message to them. you: ok great. when can i expect a call? you: trying to pay for over 3 hours now! Tshering: Let me get this resolved for you as soon as possible. While I do that I will see if I can get someone for you to make the payment over the phone as well for you for this time. Tshering: I want to make sure you are happy with our services. you: i appreciate that! when can i expect a call? Tshering: Give me about 2 hours time, I will have to get the right person for you to make sure there is no more hassle for you. you: yikes! 5 hours to pay Tshering: Amy, I am sorry about the same, I will try my best so that we can reach sooner. you: im afraid to wait/disconnect this chat to never find you again! you: would be nice if a rep took ownership of this issue for complete resolution you: without disconnecting you: rather, instead of disconnecting Tshering: Amy, you can count on me for this. I will have someone reach out to you as soon as possible. you: and meanwhile? Tshering: Please go ahead, Amy. you: huh..go ahead? Tshering: I believe you have a question for me. you: not sure what you meant... go ahead Tshering: I thought you wanted to ask me another question. Tshering: My bad, I am sorry about the same. you: this is a perfect example of how customer support fails
you: so easy for a rep to disconnect, knowing customers will NEVER find them again Tshering: I totally agree with you, Amy Tshering: We value the customers like you so we do understand the importance of losing a customer like you. you: thanks for your understanding! would be good to look up those recorded calls as well as reading the entirety of this chat Tshering: Please be rest assured, our intention is not to make the customer suffer in any ways.\ you: funny, I'm a new customer seeking to make my first payment you: never been so hard to give money Tshering: Any customers new or old to us, we give the equal importance any understand the value of them. you: apparently the phone reps don't agree Tshering: I understand what you going through at the moment. Tshering: Sorry for any inconvenience caused to you. you: please grab those recorded calls Tshering: I have sent out an email for the same. Tshering: I will do my best to help you on the same. you: what is that email address? id like to write too you: seriously, corporate should be notified Tshering: I would not be able to provide the E-mail address, it's for internal use. you: well, you know a general email address is another customer service failure you: which email can i send to to reach an actual live person to raise this issue with? Tshering: You can use the "Secure Message" option available on the website. you: messages while logged on are unavailable as is the online payment function Tshering: Amy, I would suggest you to wait for the call from us so that we can help you with the issue. you: been waiting over 3 hours for help, simply to pay online. totally absurd Tshering: Amy, I have requested for more help for you on the same. you: frankly none of it makes sense you: whatever happens, i better not be charged any fees! Tshering: I would not be able to make a comment on the same at this time. you: about the fees? Tshering: You can also make payments over the phone, it's an automated process to make payments. Tshering: You can make your payments by calling us on 1-800-950-5114. you: Oh spare me! NO more calls. I'm exhausted Tshering: I understand you are unable to make the payment online, however we have other payment options to help you so that you account is not late. you: i wonder... will posts to various social media outlets offer a faster response? you: like of this chat? you: no phone call will solve the online payment issue. besides I've been insulted enough today by your phone reps Tshering: Amy, for us to contact you we would have to end the chat so that we can get the details of the chat along with the phone number. Tshering: I would request you to wait for up to 2 hours.
Tshering: I will try my best to make this as soon as possible for you. you: funny, i was just able to save as pdf. plus i gave my number... you: you didn't jot the number down after asking? you: its 8 pages Tshering: We do not send customer's details, we send the chat details for security. Tshering: I hope you understand. Tshering: I would request you to wait so that we can help you resolve the issue. you: i dont understand. you asked for my phone number to call, but need to end chat to do so? you: more customer failures! Tshering: Amy, I would not be calling you. Tshering: I would have someone contact you from the concerned department. you: why have i not already been connected to them? Tshering: Amy, I would require up to 2 hours to check and help you on the same. you: i do not wish to provide personal data for "security" purposes, which actually translates to data collection! you: you mentioned it would take 2 hours nearly an hours ago. Tshering: For us to help, I would have to disconnect the chat. Tshering: We cannot get the details without disconnecting the chat. you: not sure how that affects your ability to pick up the phone you: please explain Tshering: I am sorry I have explained the same to you. Tshering: I would not be contacting you at this time. you: are you telling me that you are unable to read the number provided UNLESS this chat ends? Tshering: I would have the concerned person contact you. Tshering: We would want the complete chat and the details in this chat. Tshering: Amy, can I disconnect the chat so that we can help you on the same? you: hmmm. i can post it to Facebook you: id rather not, UNTIL i hear from a "concerned person" you: what will it take to get an immediate response? Tshering: Well it is only to help you on this issue. you: its been several hours Tshering: I would suggest you call us again on 1-800-950-5114. Tshering: You would get immediate response. Tshering: They can help you make the payments. you: looks like there is ONE connected person, located in the Phillipenes you: shall i expect to hear from him/her? you: oops, i meant concerned person Tshering: Sure, if you have got someone connected. Tshering: We should be able to help you.
you: i see its a female you: no, just an online search you: but SERIOUSLY! ONE PERSON??? Tshering: Amy, the only option for me is to end the chat so that we can help you. you: Now I'm REALLY concerned! Nevermind lacking confidence in Citi resolving this issue in a timely manner. Tshering: Please wait for a while so that we can solve this for you. you: ugh! been waiting! Tshering: Thank you for choosing Citi and please do wait for us to help you on the same. Tshering: Have a good day! you: can't say I'm happy to have chosen Citi. impossible to get help to simply make an online payment! Tshering: Will take it as a feedback, thank you for contact us. Chat session has ended. Thank you for contacting us.
Type your name and press ENTER
