• Report: #353880

Complaint Review: CitiCards Or CitiBank

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  • Submitted: Mon, July 21, 2008
  • Updated: Thu, June 16, 2011

  • Reported By:Jacksonville Florida
CitiCards Or CitiBank
14000 CitiCards Way Jacksonville, Florida U.S.A.

CitiCards Or CitiBank CitiCards unfair towards Customers and Employees! Jacksonville Florida

*UPDATE EX-employee responds: It different for each Citi worksite

*UPDATE Employee: Not true

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First, I will start out with why CitiCards is a terrible place to work. Then, I will state why CitiCards is unfair towards customers.

CitiCards is a terrible place to work for many various reasons.

Health risk. CitiCards forces employees to be listed as Productive while on the phone and when they need to use the bathroom. As a result, people can not go use the bathroom when they need to or they will be harassed by management. Employees are required to be 95% productive including setting up your system. You can't be 95% productive and be able to use the bathroom. This causes employees not to drink water, become dehydrated from talking on the phone and not drinking water, and have kidney problems.

Absolutely no job security. They treat employees like they are easily replaceable and at constant risk of having their jobs sent overseas. They make it a practice of constantly bringing in new hire classes. Once a new hire class is trained and out on the floor, there is not a lot of call volume, but CitiCards raises the goals to make them unattainable. Then, they offer VTO (Voluntary Time Off) If you take it, you go unpaid. If you don't take it, you don't reach goal and are written up. Its a win/win for them and a lose/lose for the employee.

CitiCards manipulates employees. They make unattainable goals as I said before, and employees are so extremely stressed out about not reaching their goals. Employees work so hard, and even complain when there is no work to do because they might not reach goal. With all of there hard work, even if they reach goal, the manager has the power to fail them for any reason in the world. The goals come with bonuses, but the bonuses are absolutely nothing compared to the money you make them. Also, people stay at CitiCards for the bonus money because the pay rate is terrible, and raises only average 4% annually (try to pay for gas with that pay rate). If you fail for the month, no bonus. They wait til the end of the month to fail you.

CitiCards is a stressful and hostile work environment. The managers scream at employees if they don't agree with something. Managers are allowed to write employees up for anything even using there vacation time. Don't get a job there. Trust me, you won't be able to take it. The stress, the manipulation, the uncertainty, and the fact that you can't properly assist the customer. They don't train you on how to assist the customer, they just train you on how to make the company money. If no money is involved, you have to transfer the call.

Now, I will state why CitiCards is terrible towards their customers.

CitiCards doesn't train employees on how to properly assist customers. CitiCards only trains employees on how to get money from them either in customer service/sales, retention, or collections. The main goal is the money. Employees are harassed and held personally responsible if their department doesn't bring Citi's share holders a satifactory amount of money. Don't feed their greed.

CitiCards won't refund fees and defaults the APR on the first missed payment. CitiCards won't let you settle an account until they've gotten enough fees and APR out of the customer. CitiCards sells services like credit protector which are a total scam. It doesn't protect your credit unless you knew well in advance that you couldn't make the payment. Otherwise, you have to fill out a bunch of paperwork, and they don't pay the bill for you. All it does is defer the payment. Total crap. Don't waste your money.

Plus, a lot of the customer service jobs with CitiCards are now overseas. From experience, I've had extremely terrible service when calling them. They never understand what you are talking about, and its hard to understand them also.

Former Employee

Disappointed
Jacksonville, Florida
U.S.A.

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This report was posted on Ripoff Report on 07/21/2008 05:10 PM and is a permanent record located here: http://www.ripoffreport.com/r/CitiCards-Or-CitiBank/Jacksonville-Florida-32258/CitiCards-Or-CitiBank-CitiCards-unfair-towards-Customers-and-Employees-Jacksonville-Flori-353880. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 UPDATE EX-employee responds

It different for each Citi worksite

AUTHOR: The Unknown Driver - (United States of America)

But the way the OP describes it, I went through the same BS. All I can say is I've taken action, and waiting to see the outcome of the internal investigation into my complaints. I'm sure Citi won't do nothing, because they always want to bury HR complaints. So the EEOC will be contacted very soon.
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#2 UPDATE Employee

Not true

AUTHOR: Ashley - (United States of America)

Let me start out by saying I don't know what kind of manager you have that "screams at you" for not agreeing with them. That is complete BS and if your manager really was "screaming" at you they would have been written up in HR. In fact, you should have reported them to HR.


I will address the rest of your points made now.


1) People who work an 8 hour shift get two 15 min breaks and one 30 min lunch with which they can use the restroom, fill up their water bottle/glass, eat/have a snack, whatever! In addition, you can have up to 12 minutes of extra time off the phone for unexpected restroom breaks per day and still be within the limit for goal. If you need to pee more than that then you've got issues.


2) I have worked at Citi for 3 years and have never been told that I'm "replaceable" or anything like that. If you are working hard enough and have the skills to do yor job then you're not going to be fired. Citi hasn't laid off any collections or customer service reps in the entire time I've worked there. There have been people fired for inappropriate workplace behavior and for not performing to par, but this is only after several months of not meeting goals and not taking the initiative to fix the mistakes they are making.


3) VTO is unpaid, but you make the choice to take it. If you want to stay and be paid then you will at least get a full paycheck at the end of each pay period. There is never any guarantee that you will earn bonus and it is not something anyone should depend upon. There has never been a time when a manager failed me for something that I didn't deserve it. And when you make mistakes you don't earn bonus.


4) It sounds like you worked in customer service, and I agree that you guys really don't do a lot to help clients. That's why we're here in the collections department. We are the ones taking tranfers from you guys every day to actually help people. We are the ones negotiating and working out payment arrangements and crediting fees and lowering interest rates when customer service won't do anything to help the client. So don't say we don't do anything to help because we spend 40 hours a week doing just that. 

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