Wednesday, March 16, 2005

Dear Citibank


16th March 2005

Citibank Berhad
Customer Correspondence Unit
PO Box 12891
50792 Kuala Lumpur.

Complaint On Standard of Customer Service

I am a fairly recent customer of Citibank Credit Card and have been very satisfied with the instances where I have had contact with your staff through the telephone so far. However on March 14th at 7.10 p.m., I received a call from a Citibank personnel whom in my opinion acted appallingly as a representative of the company.

The call was made to my mobile due to a message left earlier at your hotline 03-23831000 regarding a late payment. I admitted that I made a mistake by not signing my cheque and acknowledged that she is not a Customer Service personnel, but while I was voicing out my dissatisfaction with the fact that Citibank did not inform me of the unsigned cheque through the telephone, she raised her tone unacceptably and told me that "Pembayaran kena buat, minggu ini! Cash!", which in my opinion is very uncalled for and made me feel as if I am an irresponsible customer who is a frequent defaulter and owes the bank up to my credit limit, whereas this is only my first time in making a late payment* and I had already admitted my fault. She then irresponsibly hung up when I asked for her name.

I am sure that Citibank has a high standard in the code of conduct for its staff. Being a personnel in a Customer Service Department myself, I am fully aware of the fact that any personnel regardless of department/section represents the company while he or she is in contact with a customer, and as such is responsible to at least LISTEN to what the customer has to say. Being of another department / section is an unacceptable excuse to refuse to even listen, and it is even more unacceptable for any personnel to speak to a customer in such a rude and unnecessary tone.

Please assure that this does not happen again. Also please be informed that I will make the said payment at Menara Citibank this afternoon, which in my opinion is timely enough to fulfill the required “Pembayaran minggu ini, cash” time frame.

Thank you.


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