Dear Ms Makkar (VICE PRESIDENT, CITI BANK),
THANKS FOR AUTO REPLY TYPE EMAIL BUT PL KEEP IN MIND THAT MY SON WILL FLY BACK FROM AMSTERDAM ON 29TH JULY. I APPRECIATE THE TIME BEING CONSUMED IN VIEWING THE MATTER AT VP LEVEL BY KNOWING THE FACT THAT I APPLIED FOR ADDON CARD IN JUNE FOR MY SON WAS TO TRAVEL ON 16TH JULY FOR TWO WEEKS TO AMSTERDAM. NO DOUBT TO TAKE MORE THAN ONE MONTH TO MAKE A ADD-ON CARD IS NOT SOMETHING UNUSUAL AT CITI BANK.
FYI SBI / BANK OF BARODA / VIJAYA BANK TAKES RATHER DELIVERS THE CARD IN FLAT 5 DAYS. PL REVIEW THE LENGTHY PROCESS IF YOU WANT TO IMPROVE ON CUSTOMER SATISFACTION.
I PERSONALLY FEEL AGAINST YOUR PUNCHLINE "CITI NEVER SLEEPS' AND HENCE MY OBSERVATION HAS BEEN THAT YOUR STAFF IS ALWAYS SLEEPY AND DELAYS THE NORMAL SIMPLE JOB. THIS IS NOT THE FIRST TIME SUCH INORDINATE DELAY HAS HAPPENED. I HAVE FACED SIMILAR APPENDED DELAYS EARLIER AS WELL. FOR YR INFO SAKE ONLY:
1) I WANTED TO OPEN NRI ACCOUNT AND CITI WHICH TOOK THREE WEEKS TO PROCESS PAPERS AND IN THE PROCESS I WENT BACK TO GULF, CITI LOST ABOUT 8 LACS SAVINGS PER MONTH.
2) DURING MY 3 WEEKS VACATION IN USA THIS MARCH MY PLATINUM CARD WAS NOT WORKING, CITI TOOK TWO WEEKS TO MAKE IT OPERATIVE INSPITE OF VARIOUS TIME LINES GIVEN TO ME BY MS. LAXMI THE CC MANAGER. I SPENT RS 18, 000 ON PHONE CALLS TO ACTIVATE MY CARD ASAP, BUT JUST THREE DAYS BEFORE MY RETURN MATTER WAS LOOKED INTO. CITI BANK DOES NOT KEEP TIME LINES AND ALSO IS NOT CONCERNED ABOUT THE URGENCIES IF REQUESTED BY THE CUSTOMER.
3) THIRD CASE IS WHEN I WANTED TO OPEN RS 40, 000 PM RECURRING DEPOSIT WITH CITI BANK, ONCE AGAIN MATTER WAS GOOFED UP AND I OPENED RECURRING ACCOUNT WITH SBI FINALLY .
I THINK THE WHOLE SYSTEM IS FAILING IN CITI BANK AND HAS BECOME EXTREMELY GALVANISED TO CUSTOMER CARE/REQUESTS OR IS ENGULFED WITH SERIOUS RED TAPAISUM MORE THAN THE NATIONALISED BANKS. NOW I FEEL I MUST NOT BE THE ONLY CUSTOMER FEELING HARASSED BY THE INEFFICIENT STAFF OF CITI BANK, ITS THE CULTURE WHICH IS BEING REFLECTED IN THE REPLIES.
Best regards
Madhu Sahni
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