Based on feedback and experience with the Citibank Dispute Department in recent times, I would like to comment that they are not at all easily reachable in times of emergency. In fact, I have been thoroughly disappointed with their phone banking system . One has to call them so many times during a serious situation regarding a disputed transaction. The delay causes customers much inconvenience . To start with they make you wait as long as 45 mins. most times. I tried to report an issue to them while the transaction mode still reflected pending and right after reporting it to the merchant. I even followed it up by giving them the case number of the police complaint thinking that would make a difference.
Citibank's approach is quite insensitive and rigid. There is total lack of co-ordination and the facts you provide are not related accurately on record which results in your being denied a favorable resolution. They just want to close the case as fast as possible without actually researching it well. And that is what happened. While Citibank India at least has better phone banking services and you are heard out there and they provide support immediately specially when you want to withold a transaction or in any other matter. Even Wells Fargo bank here has a much more positive and personalized approach in their interactions over the phone or at branches.
Truth holds no value when relating the facts concerning a transaction you want to dispute where Citibank U.S is concerned. All they see is whether the card was in your possession or not. Other circumstances like the ones related to scams or identity thefts are not even correctly investigated by them even if you provide them a copy of a police report. They just don't want to cover such cases. And they don't even give provision cash while waiting for a resolution. While other local banks are much better and sensitive in their dealings with their customers according to the feedback I gathered in this last month. People who dispute transactions even concerning transactions that are identity theft or scam related are offered full support and compensation at other banks. Perhaps just saying that the card was not in your possession at the time of transaction works better for them in providing you with compensation rather than hearing facts and details. I wonder if they even really research the details the customer provides them regarding a disputed transaction. I believe that people who hold Discover cards are covered and protected in fraud related incidents.
My experience with them this past year has not been satisfactory. Wells Fargo provides pleasant banking experience in contrast.
Citibank's approach is quite insensitive and rigid. There is total lack of co-ordination and the facts you provide are not related accurately on record which results in your being denied a favorable resolution. They just want to close the case as fast as possible without actually researching it well. And that is what happened. While Citibank India at least has better phone banking services and you are heard out there and they provide support immediately specially when you want to withold a transaction or in any other matter. Even Wells Fargo bank here has a much more positive and personalized approach in their interactions over the phone or at branches.
Truth holds no value when relating the facts concerning a transaction you want to dispute where Citibank U.S is concerned. All they see is whether the card was in your possession or not. Other circumstances like the ones related to scams or identity thefts are not even correctly investigated by them even if you provide them a copy of a police report. They just don't want to cover such cases. And they don't even give provision cash while waiting for a resolution. While other local banks are much better and sensitive in their dealings with their customers according to the feedback I gathered in this last month. People who dispute transactions even concerning transactions that are identity theft or scam related are offered full support and compensation at other banks. Perhaps just saying that the card was not in your possession at the time of transaction works better for them in providing you with compensation rather than hearing facts and details. I wonder if they even really research the details the customer provides them regarding a disputed transaction. I believe that people who hold Discover cards are covered and protected in fraud related incidents.
My experience with them this past year has not been satisfactory. Wells Fargo provides pleasant banking experience in contrast.
