where they have repeatedly admitted to STEALING HER MONEY.
She called because they have been charging her for her checking/savings account when they weren't supposed to be.
When asked if they were gonna refund the mis-charges, he kept saying that he would bring the account back into the positive (it over drafted) but wouldn't tell us if he was giving a full refund or not.
Then I made him tell me how much was charged when it wasn't supposed to be and he admitted to over 4 charges of $20-$35 each but he would only refund the last 2.
After he admitted to wrongly charging the account and only wanting to refund part of it, we told him that that was stealing from a customer and he admitted that he was stealing and that he was sorry about it. I let him know that he just admitted to stealing from a customer and he said "Yes, I know, and I'm sorry".
WTF is going on here. So I tell guilty thief to please put his manager on the phone so that this situation can be resolved quicker without wasting anymore of anyone's time.
After a 5 minute hold, he comes back to the phone and uses the excuse that he can't get his manager on the phone right now, but to call back in 20 minutes because the systems went down. As far as I know, that is code word for "I can't handle this situation, so please hang-up, call back and get a different customer service rep to take your call". After refusing to hang up and let him off the hook (the phone call is being recorded) we tell him to call us back since he is familiar with the situation, but he tells us that that is against policy. My girl calls his bullshit because they have called her back before when there is an issue that needs to be resolves, and the Cust. Serv. Rep starts to studder "uhh, yeah, well, umm, yeah well, that can happen, but umm, I think that's only the Customer Service Department"
-*Someone please remind me what department we were talking to again?*-
"Isn't this the Customer Service Dept. that I'm talking to right now!?" my girl snaps back at him
"Yeah, but we uhhh, we only handle inbound....."
So I bring up how he admitted to STEALING HER MONEY again , to which he once again politely apologized for, and requested once again that he put a manager on the phone. Where he once again tries to get us to call back in 10-20 minutes, to which we once again refused to do.
Soooooo we agree to hold until the systems are back up. 3-4 minutes later a supervisor comes back onto the phone and the circle of bullshit continues.
She absolutely ZERO help and tries her damndest to get us off the phone so that she can go home (her shift ends in 10 minutes) but we insist on holding for the next rep.
She keeps slinging the bullshit all around hoping to get us to hang up and call back in 20-30 minutes and even after we refused to hang up and instead would wait for a shift change, she transfers the call in mid sentence essentially hanging up on us and putting us to the incoming Supervisors voicemail.
The Customer Service Rep admitted to STEALING HER MONEY AND REFUSING TO REFUND MOST OF IT.
is there some legal action that can be taken here? WTF is up with Citibank? I want to get someone fired.
I'm glad I don't have these issues with my bank.