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