 |
A project to make businesses more aware of their customer experience, and how to fix it. By Mark Hurst. |
| About Mark Hurst | Mark's Gel Conference | New York Times Story on This Is Broken | Newsletter: Subscribe | RSS Feed |
Search this site:
Categories:
- Advertising
- Current Affairs
- Customer Service
- Fixed
- Food and Drink
- Just for Fun
- Misc
- Not broken
- Place
- Product Design
- Signs
- Travel
- Web/Tech
Previous: (Fun) Custom error messages | Main | Next: Paranormal error message
January 24, 2005 12:31 AM
Broken: Citibank card application
Howard Seibel writes:
I visited www.citibank.com to register my spanking new Citi AAdvantange Business Card. I selected "Credit Cards" from the pulldown menu, arrived at the card home page, and clicked "Register".
After several unsuccessful attempts to register, a phone agent with a convincing American accent told me I could not register my card there because, silly me, it's business card, not a consumer card. Seems that www.business.citicards.com is the place I had to go.
What lousy design! There should be only a single registration process, but if you're going to have two -- at least tell people!
The customer should be able register any card anywhere. Presumably Citi has separate consumer and business card departments, so the systems were built in silos and can't cooperate. The phone agent said he gets calls on this all the time.
I have found logging on to Citibank to be a bit of a hassle. There is citicards.com, citi.com, etc. If I bothered with the printed statements, it's probably written somewhere where I need to go to access my account. Still, ONE website should clearly define where to go for what service. They've also changed which sites lead where over the years. Never had a problem with any of my other online accounts... just Citibank.
Big mistake changing to a business card, now I
cannot pay my bill ontiime with the new card.
Thanks CITI for a late fee. Frankly, your
system "SUCKS".
i have a citiaadvantage card,and a citibusiness card. on 8/15/05 i was kicked off line trying to access my citibusiness card
i can not remember ever registering it on line so please email me my id and password.
my aadvantage card works fine. i'm trying to make a payment on the citibusiness card.
thanks
ed jones
I agree with all the comments. It is amazing that such a large company has such a convoluted and inept web site address system which, right now is shut down, as it is frequently. Means I will miss the payment deadline and not receive credit to my account for another day.
Whoops. I also forgot to warn people to be sure and make sure you get credits from whomever you are connected to. I checked on the American Airlines site to book a ticket and found that Citibank had failed to credit me for about $75,000 in charges over several months. I have called them several times and they have not fixed it in a month.
Comments on this entry are closed
Previous: (Fun) Custom error messages | Main | Next: Paranormal error message
I was told by a Citibank agent last week that the business card department has access to the personal card accounts, but not the other way around. I've also had trouble logging in on that site, since the logins for online accounts are on separate pages, too.
Posted by: Melanie at January 24, 2005 01:55 PM