Citibank “customer service”

CitiBank Fail | DaveTavres.comAnother not-so-good experience with another company. This time, Citibank.

I’ve had an American Airlines credit card with Citi for YYYEEEAAARRSS… but in the past many years, I’ve only kept the card because of one of the features – virtual account numbers (“VANs”). Citi allowed me to sign into my credit card account, generate a virtual credit card number – with an amount and length of time before it expired. It was designed for buying things online… especially at merchants that might not be as trusted as others. I used this feature a lot.

Today, I tried to make an online purchase using an existing VAN, but the card declined. So, I signed into the Citi.com site, but I couldn’t find the “virtual accounts” section. After several minutes of searching, I tried the ‘Live Chat’ button, and got someone (likely a bot.) Eventually, their answer was this: “Virtual Account Numbers were used to conduct online shopping instead of using the customer’s primary account number. Overall, Citi, as well as other banks are seeing less and less engagement with VANs as customers migrate their purchasing habits to use mobile wallets. Example: Apply Pay, Samsung Pay. So this feature is discontinued.

Another simple customer service fail. Most WEBSITES do not support making purchases using Google Pay or other mobile phone-based digital wallets.

So, I cancelled the card. No reason to keep it open if they don’t have the features I want. It’s just disappointing when good functionality is removed.


Transcript

Evelyn

Minimize End conversation

New message
How can I help you today? Please do not share sensitive account information, such as your security word or expiration date here. This session may be recorded or monitored.

You at 21:51, Jul 5:
I use to have virtual account numbers – but now it says I don’t.

Citi® Bot at 21:51, Jul 5:
Welcome to Live Chat. Now you can reply to us in your own time and view your chat history. What can I help you with? Please do not share sensitive account information, such as your security word or expiration date here. We may send you a secure electronic form to collect this information.
This session may be recorded or monitored.
You can also Message Us in the Citi Mobile® App. Just click ‘X’ on the conversation window and send us a message in the app. You’ll receive a notification on your mobile device as soon as an agent responds.

Info at 21:51, Jul 5:
You’re now being transferred to the next available representative.

You’re now connected to Evelyn.

You at 21:52, Jul 5:
? Hello?

Evelyn at 21:53, Jul 5:
Hello! Welcome to Citi messaging Chat. Thank you for messaging us today. We appreciate you checking in with us.

Do you remember the virtual account number?

You at 21:53, Jul 5:
****************

Evelyn at 21:53, Jul 5:
Do not share it in the chat box, have you tried using it for a transaction recently?

You at 21:54, Jul 5:
Yes

That’s not what I’m asking about though

When I go to the “Virtual Account Numbers” section on the citi.com site, I get an error: “We’re sorry, your account is not eligible for this feature. We apologize for the inconvenience. For further assistance, please call 1-855-472-3251 and refer to Error Code [1074].”

The virtual numbers are the ONLY reason I have kept this account open.

Evelyn at 21:55, Jul 5:
Could you please confirm the last 2 digit of the credit card?

You at 21:55, Jul 5:
34

Evelyn at 21:57, Jul 5:
Dave, this a closed account , I see your card ending in 47 is open

You at 21:57, Jul 5:
Ah, yes.

New card. I had not updated my notes.

Evelyn at 22:00, Jul 5:
so are we all good?

You at 22:00, Jul 5:
? No… why can’t I use virtual card numbers?

Please READ my text above.

Evelyn at 22:01, Jul 5:
just a moment

Yes I understand

let me check on few things for you

You at 22:07, Jul 5:
okay

Evelyn at 22:08, Jul 5:
Virtual Account Numbers were used to conduct online shopping instead of using the customer’s primary account number.

Overall, Citi, as well as other banks are seeing less and less engagement with VANs as customers migrate their purchasing habits to use mobile wallets. Example: Apply Pay, Samsung Pay. So this feature is discontinued.

You at 22:08, Jul 5:
:( Can you close this account for me then?

Evelyn at 22:08, Jul 5:
which one?

You at 22:08, Jul 5:
The only one that’s open.

Evelyn at 22:10, Jul 5:
we respect your decision, please confirm the mailing address

You at 22:10, Jul 5:
93*********************47

Evelyn at 22:10, Jul 5:
sorry email address

You at 22:10, Jul 5:
Card ending in 47

d**********m

Evelyn at 22:10, Jul 5:
yes

Your Advantage miles expire based on the terms available at AA.com.

Currently AA miles expire after 18 months of no activity on their frequent flyer number.

Do you want to permanently close your account?

You at 22:12, Jul 5:
Are there any miles on this card?

Evelyn at 22:13, Jul 5:
the account is closed with immediate effect and email confirmation is sent

You at 22:13, Jul 5:
? What?
Are you reading what I’m typing?

Evelyn at 22:14, Jul 5:
yes

Please allow me time to check and share the information

You at 22:15, Jul 5:
Nevermind, I found it.
Yes, close this account.

Evelyn at 22:15, Jul 5:
5050 miles and your AAdvantage number is 03****46

You at 22:15, Jul 5:
So I have 18 months to use those miles after you close this account, correct?

Evelyn at 22:16, Jul 5:
correct!1

You at 22:16, Jul 5:
Thank you. Yes, please close this account then.

Evelyn at 22:17, Jul 5:
The account is closed with immediate effect and email confirmation is sent , you will receive with in an hour

You at 22:18, Jul 5:
Thank you.

Conversation closed by you at 22:18, Jul 5:

Citi® Bot at 22:18, Jul 5:
Before you go, please take our 3-question survey. Your feedback helps us serve you better.
1. Based on your experience with Live Chat, how likely are you to recommend Citi to a friend or colleague?
Choose a number from 0 (not at all likely) to 10 (extremely likely).

You at 22:18, Jul 5:
4

Citi® Bot at 22:18, Jul 5:
2. Was your inquiry or issue resolved?

You at 22:18, Jul 5:
Yes

Citi® Bot at 22:18, Jul 5:
3. Overall, how satisfied were you with the Citi representative who assisted you?
Choose a number from 0 (not at all satisfied) to 10 (extremely satisfied).

You at 22:18, Jul 5:
5

Citi® Bot at 22:18, Jul 5:
Thanks for completing our survey. Is there anything else you’d like to add before you go?

You at 22:18, Jul 5:
transcript

Citi® Bot at 22:18, Jul 5:
All done. Thanks again—goodbye.