Although I can go to a website to get information about a company or what it offers, sometimes, I want to talk to a human, so I search for a toll-free customer service number. Personally, I prefer calling customer service because I usually get better help when I'm able to ask specific questions.
I tried one of Citibank’s customer service numbers to seek some banking guidance because I was looking for information on a savings account that pays good interest. Other people might call one of the bank’s customer service numbers to learn about other services, including credit cards and loans. The customer service number 888-766-2484 led me to a voice response system that welcomed me to Citi Advantage Card.
The automated voice asked how it could help me and told me I was in the speech-enabled system. Then, it told me how to access the touch-tone system. I stayed with the speech-enabled system, which asked me to state my credit card number or Social Security number to access my account. I could say “apply” if I had no Citi card. It continued to ask me about my card number and said if the card was lost or stolen or if I did not have it, I could share that information.
I had no card and didn't want to apply for one, so I said nothing, thinking the system might direct me to an associate. Since the voice kept repeating the same message, I ended the call and decided to call back to see if the touch-tone system was any better.
I chose the touch-tone option, which gave me numbers to press to access a credit card account. There was little difference between the speech-enabled and the touch-tone systems. Credit card information was not what I was calling about. I waited to see if the touch-tone system would direct me to a representative, but that didn't happen, so I ended the call.
Sometimes, I unintentionally call a customer service number that handles specific questions. This number was for credit cards; the automated voice informed me of that. However, I hoped the voice response system would ask me an open-ended question that would have allowed it to send me to a human for assistance. I never got that opportunity.
I guess I can’t fault the system for doing its job. It addressed credit card issues and not general questions. However, knowing that a potential customer might call the number in error, I think there should be an opportunity to ask for other assistance. Unlike some customer service numbers, this one didn't tell me I could go to a website for help; it continued repeating the same information. Also, there was no offer to have someone call me back.