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Boo Amex
DH and I are Costco members and had the Amex associated with our membership. On June 20th, the card transitioned to the Citi Visa. We were supposed to get a new set of Citi cards in the mail...those never arrived.
Yesterday, I called Amex. They won't even talk to previous customers and simply give the 1800 number for Citi. So I called Citi. The customer service lady attempted to verify my ID and while she knew she was talking to the correct account holder, none and I mean NONE of my address info was correct in her system. That's why we never got our new Citi cards.
I explained that we had lived at the same address for four years and this was our first Costco membership and only had it associated with this address. Then she explained that when Amex transferred all their customer data, their file merges or whatever got all mixed up and now customers' addresses are inaccurate. MANY MANY people haven't received their new Citi cards due to this. Citi doesn't know which customers' data is wrong.
The only thing Citi can do it treat it as a fraud issue. So I got patched through to the Citi fraud department. AND I WAITED ON HOLD FOR 40 MINUTES!!! Every 45 seconds a "thank you for being patient. We are experiencing higher than normal call volumes" recording came on...
Once I got through it apparently is a simple fix and new cards will get issued and the old ones will be cancelled. But the lady was exasperated. She was like, "Yeah, Amex really messed up a lot of files."
Re: Boo Amex
So aggravating! I'm assuming you were on hold so long because of ALL the people with issues just like yours.
I did receive my Citi card, but am not sure what I did with it, lol. I need to do a hard look at my pile of "set aside" mail and see if I can find it again.
If I can't, I will take your cautionary tale and wait a few weeks before requesting a new card!
It's really a shame also that Amex can't be more helpful during the transition. Obviously they wouldn't have access to things like debits/credits that happened after June 20th, but you'd think they could still give some information like "we transferred your info to Citi on blah, blah date." Though, I could understand they wouldn't have access to when and where Citi mailed your new card.
They also might be setting themselves up for a lawsuit if sensitive information, like a credit card, was sent to a whole bunch of wrong people.
That sucks. Makes me glad our CCs are generic cards and not attached to a store. Not sure if that helps in anyway. I'm not sure what it is with Visa lately, but about a year or so ago my Chase MasterCard was forced converted to a Visa card. Sam's Club doesn't take Visa except at the gas pump. Had I wanted a Visa, I would have applied for a Visa. It will be nice for Costco though.
Sounds like my dealings with American Airlines this week. I booked tickets Monday night. Called to have the lap infant added. Couldn't add his passport info. Called today after also noticed that it hadn't completely ticketed. Whomever put my son on screwed it up. After being on hold twice. The one time for 20 minutes. She finally says I should be good and it shows up as being ticketed. Still can't put the passport info in.
I'll be calling back yet again.....
Sam's Club takes VISA credit card in store now. It started sometime earlier this year. We only have a VISA and Discover credit card so it's nice that we can use either now. Oddly they always excepted our VISA debit card.
I went to Costco this weekend and heard more gossip about the switchover from one of the managers.
Apparently, on the first day it switched (June 20th), Citi got 1.6 MILLION customer service calls in that ONE day. That is usually the amount of calls they receive in an entire year. Whoa!!!