photo: pixabay
Recently, I wrote about my rather disappointing retention experience and offer from Citibank with respect to the Prestige MasterCard (see, Citibank Prestige: My Lukewarm Retention Offer and My Decision).
As I explained, I made some retention calls to Citibank and was offered two options, neither of which made me jump up and down.
- Option 1: $200 statement credit after spending $4K per month for 3 months.
- Option 2: Additional 4X ThankYou points per dollar on hotels and airfare for 6 months. Up to 35K bonus points.
HUCA
The thing about retention calls is this: If you don’t like the offer – Hang Up Call Again – HUCA. You never know what will be offered the next time. So, I neither accepted nor rejected the above options – rather I told the agent that I needed to consider the offers.
I called back a few days later. The rep was very sweet, but didn’t have a new offer. At the end of our call, she said something like – – you’re so nice, and such an important customer, I will offer you an extra Thank You point for every dollar spent for six months (up to a limit, I believe of 50,000 Thank You points). We discussed this – and she clearly said this was not a retention offer – that it was in addition to any other offer I might receive. She said that I was free to call back and check for offers. When she read the disclosure to me, I asked her whether the conversation was indeed being recorded. She confirmed that the call was being recorded and confirmed further that this offer was separate from and did not count as a retention offer.
Can you guess what happened next? Of course you can!
I called back a week later and spoke to a third representative. I asked if there were any new retention offers available. I was told – YOU ALREADY ACCEPTED A RETENTION OFFER – 1 THANK YOU POINT PER DOLLAR FOR 6 MONTHS. I reiterated that that offer was not a retention offer. The agent agreed to research the matter by going back and listening to the recorded conversation.
What recorded conversation?
She called me back the next day. She said they were unable to locate the recorded conversation (sometimes I wonder if they actually ever record conversations or keep recorded conversations).
$100 Statement Credit
The rep then said, as a courtesy, and for your trouble, we will give me a statement credit of $100 – no minimum spend required.
THE OUTCOME
So, here’s the result. I have to pay the $350 annual fee, but I get $250 back in flight reimbursements, and I get a $100 statement credit, and I get an additional Thank You point for each dollar (up to a max of 50,000 Thank You points).
I think that’s a great outcome. Do you agree?
A New York frequent flyer who elegantly combines her passions for worldwide travel, running a gazillion marathons all over the globe and staying fit ... without sacrificing her fancy for good wine and food.
Nope. You are a moron and you should have better things to do with your time that this bullshit. LOSER!
Thank you so much!!
I feel like this is where Citi can’t live up to the customer service provided by the likes of Chase. I’ve had similar situations in the past with Citi. Majority of reps are very nice, and actually want to help. The problem is they are not educated in their product, don’t communicate internally, and don’t make notes in your file. The situation you encountered is all too common for me. I’ve actually started a journal specifically for when I call Citi. I write down the date, exact time, rep’s name and call center location, and what was discussed. It’s come in handy a few times because nothing ever gets done the first time with them, so I consistently have to reference the journal when I eventually speak to a supervisor.
Yes.
That speaking guy sounds like my troll…and I am trolling him back lol.
Have a nice weekend 🙂
Many thanks for the retention data point!
I got $150 credit w/ no spend for my retention offer last fall. There was also some confusion about it and they had to research etc, but I got it. I also had to dog them about a legitimate travel insurance claim that they just never processed. After 3 months, then FINALLY paid it. I had to call 5x. It was ridic. As weak as their customer service is on the front end, they do eventually resolve it. And I got $2500 in 4th night credits, so I’m happy. I’ve got another $1500 coming up in 4th night credits in May. I do love my Prestige card.
Wait, isn’t the annual fee $450 not $350? By the way, this has happened to me too. Stinks when they trick you like this.
I probably would’ve kept this card with that offer. So I’d say it’s a worthy offer.
Agreed!
Perhaps what Speaking was trying to say is that this behavior is immoral- if you prescribe to Kant’s philosophy of universalizability.
At least you’re nice about it. Customer support reps loath self entitled customers.
I need to make some calls on my cards too. Wish me luck! Congrats on getting some good offers.