Dear Citibank,
I thought we were at least friends. How could you be so cold?
I found out today that you left the state of Texas. Not just Dallas - the state of Texas. I needed to make a deposit (basically, bring money to you), so I went to a branch that you claimed on your web site was still a Citibank branch so I could deposit the check in the ATM – and it wasn’t a Citibank branch anymore. It was BB&T.
I had to call your 800-number to find out what happened to you.
Cold – so cold!
But the worst part is that you won’t let me go. Because I opened my account with you in California, I need to stay with you. You didn’t transfer me to BT&T to make my life easier. Why? Why?!?!?
You claim that banking is so virtual these days, but yet you won’t let me deposit a check on my phone app for more than $1000. I have to mail it to you – or express mail it to get my money faster, costing me money to get my own money! And on top of it, I still wouldn’t have my money for a few days.
How does this make my life easier? How does going to a FedEx office and spending $30 of my money to deposit a check and wait a week make my life better? What’s up with that? Isn't that why we have ATM cards?
I signed up with you originally because you had global banking services. I traveled a lot for work and liked the convenience of accessing a branch anywhere – just in case. One time, I left my ATM card at home, and in California I was able to go to a branch, get a temporary card, and when I got home, I there was a new card waiting for me in the mail. It was awesome! The convenience was incredible!
What if I lose my card now? Overnighting isn’t the same as being able to go to a branch for a temporary card that moment. How does this work?
And what if I need some financial services, like a loan or I wanted to close out an account? It’s just weird calling that in and talking to a call center – someone I don't know or trust. True, I don't know someone in the branch, but I know it's a Citibank location, and I trust the person is working for Citibank.
What if someone hijacks your phone line? Or your call center is compromised? Do I get my own banking representative?
I guess this is so shocking because I was getting ready to write a blog post about how Citibank may be a big bank, but it’s a great bank! They are so helpful and open – just generally lovely and helpful. So trustworthy.
Trustworthy my petootie!
Why didn't get a letter about this? Or a notice in my mailbox on the Web site? I'm online, checking my account balance almost every day and I never saw a notice about this. Didn't you notice my mailing address in Texas? Oh yeah, I must have done that so I could drive monthly to Texas to get my mail and visit branches just because. That must be it!
NOT!
(I shouldn't be surprised – during the last storm in Dallas, American Airlines booked me a flight out of Las Vegas, because that's so close. A short 800 mile drive.)
Sure, this was posted in the news, and maybe it was kinda big news, but is that really enough? I don't usually check the local banking news or follow what's happening with my bank because I trust that someone there will send me a letter and communicate what's happening. Apparently, I misplaced my trust.
As a customer, wouldn't you expect your bank to send you a notice about a big change like this when you live in the state? Especially after being a customer for 15 years?
15 years, Citibank. 15 years! Not even a Dear John letter! You just left.
What do I do now?
🙁
–Mary Brodie