Europe Customer Service

We're enhancing the way we service our Cardholders!

As part of Citi's ongoing commitment to improve the quality of our service to customers, we are upgrading our communication system to improve its functionality and efficiency.

Interactive Voice Response (IVR) is an automated telephone system that interacts with callers, gathers information and routes calls to the appropriate menu allowing the Cardholder to review information relating to their account in 9 languages (English - German - French - Spanish - Italian - Portuguese - Dutch - Swedish and Finnish) 24/7. We are expecting to be able to resolve a high percentage of calls within the IVR, which will in turn enable us to reduce the call length and reduce or eliminate our cardholders waiting time.

The IVR is built around structured menus defined as per the usage preferences of our Cardholders.

The below options are provided in the menu: 

  • Balance Inquiries (outstanding balance, available credit)
  • Transaction History for the last 15 transactions
  • Payment Information (payment received and due balance if required, Individually Billed only)
  • Statement Requests up to 3 months (upload of statements to the billing address)
  • Dispute Form (issuance of non recognized transaction form to the billing address)
  • Telephone PIN Management (generation or change of telephone authentication code)
  • Option to transfer call to a Customer Service Representative

All existing cardholders will be required to select a new 4 digit Telephone PIN (TPIN) the first time they call in for assistance after our new system goes live. Your TPIN's will be used in conjunction with your 16-digit card number to automatically identify you each time you call us. This will increase security and personal data protection and reduce/eliminate waiting time. Please note that your current TPIN's will no longer be valid once our new system is operational.

All new cardholders (after our upgrade) will receive an electronically generated Telephone PIN together with their Card PIN (if applicable), which they will need to use when calling our Customer Service Desk. The two PIN's will be sent to cardholders in a single, secure, tamper evident mailer with two peel back windows, one for each PIN. Mailers will arrive with cardholders 1 to 2 days before their card to ensure they are able to automatically identify themselves to us and activate their card, and further benefit from the self-service features that our system upgrade brings.

We plan to launch our new system in the 4th quarter 2008. This is in line with our continuous drive to provide best in class service and will greatly improve efficiencies and in general give our Cardholders a better overall experience.

If you should have any queries with regards to this implementation please do not hesitate in contacting your Programme Administrator.