Letter to Citibank Sales

December 6, 2005


Gigi Cuevas
Unit Manager
Citibank Sales


Dear Ms. Cuevas,

I would like to express my EXTREME DISAPPOINTMENT with Citibank's Citiphone (9959999) and Telesales Hotline (4233000) services.

Last November 9, I ordered a 4GB iPod nano from your Citibank Paylite Specials Catalog. I had filled out the form online and faxed it to the indicated numbers (9959065) and was able to transmit the fax successfully.

Your "Citibank Paylite Specials Catalog Terms and Conditions", which I read on your website, as well as have a printed copy provided by Citibank states:

Item 11) Cardholder will be contacted upon receipt of the Catalog Order Form should an ordered item be temporarily out of stock. Cardholder will be advised for any changes on product specifications and/or price prior to order processing.

Item 12) Cardholder will receive a system-generated letter within seven (7) working days should the Catalog order request be declined/disapproved by Citibank.

I faxed the completed form last November 9.

On November 17, after no word for a week, I called Telesales (4233000) to ask about the status of my order. They said I have to call Citiphone (9959999) to find out. After calling Citiphone, I was told that the order did not show up on my statement, and that they would try to find out what happened or what is happening to it.

On November 21, I called again to check about this. Both Citiphone and Telesales are unable to tell me what happened to my order, although they were able to see that I had called about this already last November 17. Again, I was told they will try to find out what happened.

On November 29, I called again. Same results: NOTHING.

On December 1, still nothing.

On December 5, I called Citiphone first. Mr. Adam Lazano took my call and asked me what particular item I ordered. I informed him that I had ordered the 4GB iPod nano. Then he tells me that the order could not be processed because Apple has recalled all 4GB iPod nanos. I asked him when was Citiphone informed about the unavailability about the 4GB iPod nano, and he informed me they were told 2 weeks ago.

2 weeks. That means, when I called last November 21, 29 and December 1, SOMEONE SHOULD HAVE ALREADY BEEN ABLE TO TELL ME THAT THE ITEM WAS UNAVAILABLE!!!

After that call with Citiphone, I called Telesales (4233000) and Ms Irene was able to confirm that the 4GB iPod nano was unavailable due to the recall. I asked her when they found out about this. She told me Telesales had received the memo last October.
October. Which means, from the time that I ordered the iPod Nano from the very start, someone from Citibank should have had THE DECENCY to inform me that the product was unavailable.

I can understand that the printed catalog cannot be recalled. But your WEBSITE should've been updated! You pride yourselves on being the Philippines' Best Consumer Internet Bank, and you can't even update something as simple as your website. THIS IS REAL-TIME ACCESS, there is ABSOLUTELY NO EXCUSE from Citibank's Marketing team to neglect updating this information!

Nobody can even tell me when the item will be available for purchase via Citibank again. So what am I supposed to do? I waited 1 whole month for nothing?!!?

I called AppleCenter, and they told me: THEY ALREADY HAVE THE NEW 4GB IPOD NANO IN STOCK. All the recalled 4GB ipod nanos have been disposed of already.

Again, I am EXTREMELY DISAPPOINTED IN THIS VERY POOR SHOW OF SERVICE.


Citibank VISA GOLD Cardholder









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