Citibank's service

Citibank's service

I applied for a gold credit card at the Pondok Indah branch of
Citibank on May 1, subsequently submitting the needed papers to a
customer service employee named Novita by May 10. Meanwhile, I
had talked with a few people from the Application Processing Unit
of Citibank Card Products -- Lidia, Gracia, Willy -- who assured
me that everything was in order and the card would be issued
before the end of the month.

However, a phone call on May 20 revealed, "the documents were
not completed". I immediately called the Pondok Indah branch and
after talking to a few people, including Hanna, the branch
manager, I was told that the papers were in order and the card
might still be ready in May.

I called the Processing Unit on May 27 to learn from Panja,
Hanna and Titi, the manager, that my papers were not completed
and I would have to send them again. Very frustrated, I went to
the Pondok Indah branch to clear up the misunderstanding and
after waiting for about 40 minutes to talk with someone
competent, I gave up.

I have learned a lesson: That a big bank is not necessarily a
good bank, as there are many local banks that can provide the
same service in a better and more efficient way. It's simple,
they care about their customers.

A. JAKUBOWSKI

Jakarta