Citibank response very slow

Citibank response very slow

From Bisnis Indonesia

On Jan. 12, I lost my wallet containing, among other things, Citibank Visa & Master cards at Mangga Dua mall. I directly reported the incident to the information desk of Mangga Dua Mall as well as to the police to ensure that I could obtain an official report on the missing items. I also called Citibank.

Ms. Bela, a customer service officer, answered my call and immediately informed me of four transactions worth Rp 2,876,900. She could not, however, elaborate on where the transactions had been made. Apparently, whoever stole my wallet managed to use my credit cards.

I called Citibank several times to verify where the transactions had been made. Citibank was finally able to provide details of the transactions but failed to give the merchants' addresses. Of four purchases, the perpetrator had made three transactions worth Rp 2,120,900. I then wrote Citibank a letter informing them that there had been three transactions without legally authorized signatures.

Three days later, Ms Wuri of Citibank, contacted me to confirm that she had received my letter and to inform me that there were two other transactions worth Rp 1,225,000 made at Cafeli Boutique, again, without its address. Meanwhile, the fourth transaction, amounting Rp 895,000, was still unknown.

At that time, I asked for the proof of transactions as Citibank insisted that all these purchases had become my responsibility. Ms. Wuri responded that she could not provide the proof of transaction authorization. Yet, after getting into an argument, I was informed that I could obtain what I had asked for within 30 to 45 days.

HERLINA FERIYANI

Jakarta