Complaint / review text:
I am disappointed with your customer service. I faxed an application for a credit card tied-up with suncellular last July 23 to the number 9959840. I submitted all the requirements including copies of identification cards, credit card billing statement and BIR tax form. I didn’t confirm receipt as the application indicated that I will be notified thru my nominated cellphone number. As I did not receive any confirmation or update whatsoever for more than a week, I called the numbers indicated in the same application form. I talked to 3 different employees as the first one in telephone no. 4233341 told me that the number where I faxed my application (9959840) is located in another department. She transferred me to another no., the one who answered introduced herself as Jody. She told me to wait after 3 weeks as apparently my information does not appear in the system and probably was not encoded yet as it takes two to three weeks. I insisted that the only thing I would like to know is if my documents were completely received and not whether or not my application was already processed or approved. She gave another no. To call, which is 4233000. I again relayed my concern to the citiphone "officer" who answered but unfortunately she advised me to re-fax my application because she said the processing time is 2 to 3 days to encode an application in the system, apparently, mine was not. I was agitated as I was not informed that I have to indicate "attention to" some name of an employee before I fax documents. I am on the assumption that the no. Provided in the application form is solely for that purpose so I can't believe my documents are missing and to think these are personal and confidential documents. Isn't there a proper way of handling such confidential documents? What also frustrates me is despite the effort of talking to 3 different employees, I was not assisted properly. The last one was really offensive in the way she talked and even told me that I can just go directly to suncellular to renew my line if I don't want to re-fax my application. Is this the kind of customer service that Citibank offers?