To XXXXX Citi Card Services Best Buy
From Philip Gardocki, Card holder
Dear Sir,
This
is a letter of complaint on how an issue was handled by your company, Citi
Cared Services supporting the My Best Buy Credit card.
The
short of this story is a bill payment went missing and your attempts to recover
it.
As
we are still in the discovery process here, not all the details of the missing
transaction are known yet. Rest assured,
the money I owe your company is forthcoming.
As
to how your company handles this problem has been horrible, and will certainly
lead to a cancellation of my credit card once accounts are settled. As this is my back up credit card, so you are
not going to miss my business much.
But
I also maintain a blog on merry events like this, and this is a great
opportunity to add a page of content.
For that I am appreciative. And
you will benefit as it can explain a problem manifesting itself with your
company and you can have an opportunity to fix said problem.
Down
to the details. On 12/6/2015, I made a
purchase for $158.99 that was charged to the card. Around the end of the month we received a
bill for that amount. On 1/22/2016 the
bill was recorded as paid in full as a direct transfer from our bank account to
you.
Around January 30th or so, I
started receiving robocalls from your company.
The caller ID was listed as “Unavailable”. The calls start with “We are sorry we missed
you, your time is important to us…” Ok,
I get this; you are trying to be nice.
HOWEVER, since I actually answered the call, I have no opportunity to
interact with anyone. And since it was a
robocall, I hung up long before your message completed.
You
see, I get these calls all the time.
From scam artists. They all say
it is important that I contact them. And
because you refuse to identify yourself on caller ID only puts you in the scam
category. I am not going to call the
number on the message. I am going to
call the number on my credit card. Which
I did. Not your specific card, because I did not think it
was the issue. My main credit card which
is also run by Citi. And they reported
no problems.
I
am doing my due diligence here. If you
had the courtesy of a person calling me, or perhaps a letter. This issue could have been resolved last
week. But no. You have to…
Robo
call again and again.
Did
I mention this is for $150 dollars? What
is your problem, do you need gas money for the Lamborghini?
Eventually,
on 2/3/2016, I did call the number on the message, so you could say it worked,
except that now I am royally pissed off.
I gave no information other than my phone number and let them work out
what the problem is. They say I have a
bill past due, and I agreed to check up on it.
Because hey, I can make a mistake.
So
today, 2/4/2016, I found the bill, with the note on it stating it was paid on
1/22/2016, because my wife is really good with these things. And I call your card member services
again. Obviously there is a disconnect
somewhere, and we have to track it down.
But I am at least acknowledging there is a problem somewhere and it is
recorded in you system. It was mentioned
that your payment remittance address was changed. And that would keep the automatic bill
payment from getting through.
So
now the disconnect has been identified.
Don’t you think you are over reacting?
You change your address, knowing it will break any direct payments. I know you know it because it is written on
the bill. So my payment, which was made
in good faith, goes awry and you have the unmitigated gall to sick the hounds
on me? WTF man! The bill is 9 days late, caused by a
situation you knowingly created, and then you charge me and every other
direct payment people $35 for it. How
many millions in late fees did you bill?
How much of that have you had to refund?
You wasted my time, your time, you created needless angst, ALL BECAUSE YOU
COULDN’T BOTHER TO ACTUALLY PAY SOMEONE TO MAKE A PHONE CALL OR SEND A LETTER?
Have
you checked my credit rating? Actually
you did, just last year. I’ll wait while
you look it up.
.
..
…
I am not someone that lets bills
slide. You think you saved money by
automating this process. Your bean
counters don’t count everything. There
is a cost for pissing off your clientele.
With me, it’s not much. You are
not going to miss me. But this will be a
blog entry, forever. I am fairly
proficient at Search Engine Optimization.
I can make pages bubble to the top with the right keywords.
Like these:
Citibank sucks. Robocalls sucks, Unfriendly billing department. Late payments.
