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> Citi is usurious I have had both good and bad experiences with them. I recall they charged a ridiculous fee for a cashier's check when I was in law school an

> Citi is usurious I have had both good and bad experiences with them. I recall they charged a ridiculous fee for a cashier's check when I was in law school and needed to move my student loan money. I seriously considered withdrawing it all (tens of thousands) in cash and walking it down the street to WaMu. Another time, they completely refunded a several-hundred dollar charge for a hotel that misrepresented itself as a boutique luxury spot, yet lacked many basics. The hotel fought the chargeback and was going to make it a miserable process, so Citi just refunded the whole thing (we had only asked for a partial refund). What I've found with banks and others is that lower-level people will say that it's impossible to help you, and that if you speak to a supervisor they will say the same thing. But most of the time, supervisors do have more power, and are able to make things happen. There's no particular rhyme or reason for why extraordinary relief is sometimes granted though — it seems completely random!

bombcar 3y ago
> There's no particular rhyme or reason for why extraordinary relief is sometimes granted though — it seems completely random! It comes down to being polite, persistent, and professional (and lucky) - the CSR has certain buttons they can press for you (for example, most banks/credit cards let the first-level hit the "refund one fee" button), and the higher up you get, the more discretion they have. If you're not yelling at them, you can often get what you want via some other method (which only they know) - like them reclassifying the problem to something else they have leeway for.
sirspacey 3y ago
I’ve learned to play customer service roulette. Don’t get the answer I’m looking for? Hang up and call back. I suspect I’m just looking for the reps who aren’t entirely jaded yet, because they haven’t yet learned you get punished for doing the “right thing by the customer.”

bombcar 3y ago

> There's no particular rhyme or reason for why extraordinary relief is sometimes granted though — it seems completely random! It comes down to being polite, persistent, and professional (and lucky) - the CSR has certain buttons they can press for you (for example, most banks/credit cards let the first-level hit the "refund one fee" button), and the higher up you get, the more discretion they have. If you're not yelling at them, you can often get what you want via some other method (which only they know) - like them reclassifying the problem to something else they have leeway for.

sirspacey 3y ago

I’ve learned to play customer service roulette. Don’t get the answer I’m looking for? Hang up and call back. I suspect I’m just looking for the reps who aren’t entirely jaded yet, because they haven’t yet learned you get punished for doing the “right thing by the customer.”