Bergstedt and Associates

Customer Survey response to CITIBANK

Attempt to resolve incorrect application of payment made

Richard Bergstedt9-13-2018

This is the beginning of the survey--

YOU cannot help a customer in YOUR customer service team. YOU made the mistake on not being able to apply a payment to my account. YOU did not process my payment even though I had put the checks in the same envelope with a coupon and a note about why there were two checks to pay off our account balance,

The supervisor I spoke with was not able to take care of this while I was on the phone. He stated that the only way this could be handled was by faxing the page that my bank had received from YOU in the mail. The timeline for this incident is as follows:

YOU cashed the check on September 1, 2018.

YOU did not apply the payment to my account.

YOU built a letter on September 3, 2018.

YOU mailed this letter on September 7, 2018.

My bank - Patelco - contacted me on Tuesday - September 11, 2018.

My wife tried to call to get this resolved - on a 30 minute call with no success - September 11, 2018.

I went to my bank and we called YOUR customer service center again and after speaking with a supervisor - Christopher - there was no resolution. I was offered $75 as a rewards credit for the trouble YOU caused me and the amount of time I had spent on the phone with NO success. September 11, 2018

Finally, the supervisor offered me $100 for my trouble saying that was the most he could offer me. I had spent 75 minutes and more and my time is worth more than that. I would be billing that amount of time at $200 an hour and that would mean I should bill YOU for $250 if not more. September 11, 2018.

I was promised a response within a 24-48 hour period. In this day and age, this is unbelievable that this could not be resolved by the infrastructure CITI bank has implemented. YOU have failed miserably in what YOU call "customer service". September 11, 2018.

Sincerely,

Richard A Bergstedt