As many others are saying, their customer service has declined drastically. I've been with Citi for over 10 years and even a simple issue cannot be addressed. I've wasted an hour and have gone thru 4 people now. First, their Virtual Assistant (VA) system SUCKS! It hardly recognizes what you're saying so you opt for touch-tone. Use that and it then can't recognize your account (either one of the two Platinum cards I currently have)!? It then asks for a phone # and STILL can't recognize me. It then transferred me to a human FINALLY. Then I'm speaking with someone who can barely speak English! After wasting 15+ minutes having to go through them not being able to still find me (phone # finally got them somewhere), they were telling me that something with the #s I was giving them was wrong?! (How wrong can it be when you have two and you're reading them directly from both cards?!?) How is this my fault too?! Anyway, I asked to speak with a Supervisor and was then put on infinite hold.

Called back to their security/fraud line (which is NOT their $#*!ty VA system) and after going thru security questions as expected, they were quickly able to find my account?! How convenient! I then requested to speak with someone about closing my account in hope of speaking to someone with authority. I wound up in another queue where it went from an Indian-based accent to a Spanish-based one?! All she wanted to do was just close my accounts - not even asking why or caring why! I then asked to speak with a Supervisor to discuss all my problems with Citi and she said all she could do was handle closing, which I told her NOT to do. Yes, I'm so mad and have spent so much with Citi that I still want to put up with this nonsense. I request to speak with a Supervisor again and got put on hold for about 10 min then was told that the queue is full and nobody is available. (At least she didn't just leave me hanging). I told her I'd like to speak with someone so she's trying, but it's wasting their resources in making this request too. It's very disappointing to say the least.

Since the only way to get American Airline points is to use Citi cards, I'm tolerating this nonsense, but I've had it! I think it's time to start looking into how to earn AA flights by using Capital One or AMEX! I'm not sure if those are good options.

BTW, what I wanted to discuss was a promo that I received and activated where I was assured I'd get 4X bonus miles (2,500 max) for purchases made before May 31. The April purchase worked fine, but the May one didn't. I got shorted about 1,664 miles! I already spoke with someone about this a month or so ago and they assured me they'd get it fixed. 2 weeks later, I got a letter in the mail stating that they weren't honored because my account was switched from their basic MileUp card to their Platinum?! So even though I used the original card that the promo was on and did my part, Citi didn't do theirs! They didn't honor what was promised. The Supervisor who promised it'd be taken care of did something, but it wound up going to a department that basically told me why they didn't get done - not actually doing anything about it. This company's ethics and integrity are greatly diminished, obviously. 2 hours in with just trying to get 1,664 more miles - waste of my time... all it accomplished was getting me so pissed at Citi that I'm looking into other cards w/intent of somehow speaking with a supervisor. I intend to call back about 11PM when the queues aren't as full! I won't let this rest - it's a mission at this point. It shouldn't have to get this ridiculous!

Way to go Citi!

Closed the account today after 8 years of battling due a long series of errors which are summarized as follows:
1 call centers located in India Bangla Desh and Philippines, the corporate in South Dakota is absent and not listening. The call centers are full of arrogant unprofessional people that barely understand math and english languages and are not connected with american reality.
2 the people at citibank lack of communication and math skills they cannot be able to handle disputes and favor the merchants and not you the card holder. I lost 618.10 cents due to pandemia and they were unable or not willing to deal with the merchant. Lack of protection skills
3 based on my math, they ALWAYS overcharged or double charged me resulting in 130 dollars refund and 58 dollars refund due to a bad math voluntarily or because due a lack of math skills just as per this year starting January 2020. During past years I suggested to send there my son to teach the reps basic math { subtractions, addition, percentage not multiplications and division yet}. This year refunds came with 4 weeks delays due to voluntarily or inaccurate basic " English language understanding".
4 overall customer service is INACCURATE, RUDE AND DEFICIENT lacking communication and applying bad math.
The company overall is obsolete and unable to cope with now days financial life. Supervisors are ignorant and upper management is a ghost. Please, BE CAREFUL CHOOSING THIS COMPANY FOR YOUR FINANCIAL LIFE. 1 star because the system otherwise SUBZERO STARS. I can be reached by dialing *******125 for details.
Thank you and stay away from ANY citibank products. Have a good life.

They make their customer service reps say: "We value your business", but apparently after over 17 years they value my business less than $22.

A little background so you'll understand why I'm so disappointed in Citi:

I'm one of those weird people who carries a zero balance on all my cards and bills (4 personal cards, and 2 for my company), and I VERY rarely miss deadlines.

Earlier this year I was on a photo shoot (I own an ad agency) on an island off the coast of Mexico. There should have been cell service, however it was down (no cell service) while I was there, which made getting online or even making phone calls impossible.

I paid the bill as soon as I reached mainland Mexico and had cell reception, but by that time it was after the deadline.

When my statement came, it showed a $22.88 charge for late fee and interest.

I called customer service, explained the situation and asked to have the fee removed as a courtesy (something none of the other credit card companies had trouble doing on the rare occasion my payment was late.) The rep said she would put in the request, and it shouldn't be a problem.

Next month the statement showed a charge for an additional late fee: now totaling $38.38.

I called customer service again, and was told they couldn't remove any of the fees, but they did value my business (?!).

I said: "if that's the case, I would like you to close my account". That got me transferred to another customer service person.

She also apologized and said "we value your business", and offered me more reward points, which I don't care about.

I told her if they won't let her remove the fee, I want the account closed, but she just repeated her offer. This went back and forth for way too long.

I explained that I'm treating Citi the same way I treat all businesses I deal with on a daily basis: if they aren't performing to my standards, I give them one chance to correct, and if they can't improve; I'm done doing business with them. That got through to her.

My advice is to not use Citi, and don't allow yourself to be bullied by banks and credit companies: there are plenty of companies that want your business, and will act like it.

If Citi can't correct a $22 charge for a customer of 17 years, with an 800+ credit score, don't expect them to treat you any better.