EST. 1986 (andwe_explode) wrote in bad_service,
EST. 1986

Citicards .. bad service that became good

So, I have a card with Citi (Bank? Financial Services? Something like that) and back in July, they called me when I was half asleep and I signed up for some credit protector service because they give me SUCH a hard time that I was like, "whatever, I'll take it and just cancel it." So I get the stuff in the mail, and immediately call them to cancel the plan. At this point, my statement had been issued due to the overlap, and I was charged 9.41 for having it for that month. I just figured whatever, it wasn't enough to make a big deal about, I'd just cancel it and move on.
I call them up, tell the representative (who's name I did not write down; big mistake as I later learn) that I just want to cancel the plan. I know I'm going to get the, "Well, I can do this for you and I can do that for you," so I sat through 10 minutes of that, consistently answering her with, "No thanks, I just want to cancel it." FINALLY she says, "Okay, the credit protector plan has been cancelled, thank you for calling Citicards and have a nice day." Fine, good. Right?

I'm looking at my statement this month, trying to figure out WHAT THE HELL HAPPENED to make me $22 over my credit limit resulting in an almost $50 minimum payment. Last month I was something like $2 over and I couldn't figure out why, so I'm analyzing it a bit closer and see that STUPID protector plan on the statement. First thought: What the fuck? I cancelled that! It was only a $10 charge so I still couldn't figure out why I was so much over-limit ... my six months of zero percent interest are over :( but that's irrelevant.

This is where bad service turns into good service.
I called them, explained the whole situation: I signed up in July, immediately after receiving the paperwork I called up and cancelled; I have no idea who I spoke with, but I realized this month that I was still being charged for it, blahblahblah. She immediately cancelled the plan for me, after confirming the story (just retelling it to me to make sure she had the situation right), then told me she would send out a refund request for $30 to refund me the payments I made. I thought I had over-limit charges, so I talked to customer service and they said they hadn't charged me (yeah, statements confuse me), I was just over my limit.
I got everyone's names this time, go me.

I was impressed with the way the second associate handled it, but was LIVID that the woman I spoke to the first time gave the whole run-around for 10 minutes, then when she said she'd cancel it, DIDN'T. LIVID. I was screaming at my dog I was so mad.
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