They say the Citi never sleeps!
I wonder whether they were (day-dreaming and not sleeping), when it was my turn to experience Citibank’s world-class (so they say) service.
It all began when I joined a new company, which did not have its corporateaccount with Citibank. And I did not have an account with the new company’s corporate bank. As a result, for the first month I was issued my salary in the form of a cheque. The urgency of expenses propelled me to immediately depositthe salary cheque at the ATM centre at my suburb. This impatient move is something which I regret till today, and am convinced of the deepest lesson that I have been taught, by what I call one of the most traumatic banking experiences.
Having deposited (6th June ’06)my cheque, I undisturbingly awaited 3 business days for encashment. At the end of the week, I was shocked to see my Citibank account not reflecting any information on the deposited cheque. Fortunately, I had retained the photocopy of the deposited cheque. I promptly called the Citiphone officers, who registered my complaint and assured me a solution after 5 business days!!
First and foremost, with the company’s much talked about technologicalinvestments and advancements, any mismatch should have been detected by the system, and the same should have been conveyed to its customers proactively.Now that would have been a much expected, Customer ’CARE’.
After 5 business days, I once again called the bank. The officers still could not tell, as to where my cheque was!!!! By now I had already borrowed money, to ensure the monthly EMI (for housing loan), is released without any hassle.
Citibank asked me to call back the next day.
What else could I do other, than awaiting the next day break. Next day again, Iwas confronted with questions and more suggestions. I was shocked beyondmeasure, and just could not figure out, as to where was my cheque.
I was then put through to one of the Service Managers, who finally managed toget the information and told me that the instrument was found and is secure with the bank. The issue was, my name on the cheque did match my account name with Citibank. But earlier too in a similar case, my cheque was immediately cleared; though after a notification. Maybe the bank has changed its policies.The bone of my contention, here is however not about the policies! Thedifficult-to-digest part is that the bank was extremely sluggish and did notproactively notify the customer. The officers kept telling me that they tried reaching me on my cell phone, but to no avail. This too was strange, as the whole world could and WAS reaching me on the same cell phone number (also registered with Citibank).
Later I asked the Service Manager to have the instrument mailed to the postaladdress on my non-mailing address, at my office. This was noted down and Iclearly remember the Serivce Manager (one Ms. Kalpana), taking down andconfirming the office details. Having done this, she assured me with aplombthat within 4 business days, I’d receive the instrument at the confirmed address.
Much to my utter disappointment, after waiting for another harrowing 4 business days, I STILL HAD NOT received the instrument at all. Ghosh!!!!! I went through heavy pressure and acute mental trauma.
When I expressed my agony (obviously in a raised voice) to the Citiphone officer, I was asked to speak and deal professionally, else I’d not be given any service at all.
What kind of ’professionalism’ does Citibank claim or talk about????
After much discussion I simply asked for the Service Manager. The citiphone officer was rude and after a very long time, forwarded me to the Service Manager. It took another 10 minutes for the Service Manager to go through my case historyand revert back.
The case still remains unsolved, and the latest is, Citibank has assured that I would receive the instrument the following week. Let’s wait and see, whether the Citi wakes up atleast now..............!!!!!