@OP
Similar experience as you.
AMEX closed 2 call centers and their customer service is No where near as horrible as Citi's !
The wait time to speak with a telephone Customer "Service" rep is more that 45 Fvcken minutes!
Best to phone during the weekends when you're Not at work or better yet, Stop using Citi Credit Cards entirely!
The only thing the India and Philippines-based phone reps do is apologize for the long wait times, and their "English" is horrible! And they constantly say, "Thank you very much." because they know they don't understand English or what the customer/Svcker is saying!
They can't understand the questions, the problem or why you're phoning them.
Same situation when phoning Optum Financial's Commuter "Benefits".
Advice: call Optum After 12:00pm EST and ask to speak with a USA-based phone rep because I think the USA phone reps start "working" around 11:00am EST. Your call automatically gets routed to Boz0s in India or the Philippines who canNOT understand English AND have limited visibility into your account and resolution abilities.
Even when I was transferred to USA-based phone reps, the foot doesNot know what the leg is doing and I was given WRONG Information!
I wasted 3 hours of Citi Shareholders' time phoning about Commuter problems! HAHA!
You cannot get a refund for commuter/transportation Fvck Ups done by your local transportation company. You can Only get Car Parking refunds. You need to contact the transportation/Train/Bus company yourself. I learned this the Hard Way!
The Cret!ns and !D!OTS at Optum Commuter "Benefits" had me fill out 4 Page Forms, waste Postage and time only for the Forms to get Rejected and me being told Only Parking Fvckups/Disputes get refunded!
"Salaries", "Bonuses" and "Benefits" (Medical, Dental, Pension, Commuter, etc.) truly SVCK @Citi !