Subject: Citibank Credit Card Updates - VERY IMP
From: Subir Chakma <[email-masked]>
To: Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Rizwan Asad <[email-masked]>, "Obaidullah B. Abu Baker" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Sanjeev Khurma <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, Ibrahim Usmani <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma <[email-masked]>, Akhil
Cc: admin <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Mon, 8 Sep 2014 17:43:37 +0530 (IST)

Hello Everyone, 

I am forwarding this update that was sent to you earlier. We got new case LTK1221601718860X on same issue. 

Katerina is not happy on such careless mistake. Despite the issue being discussed during training and reminders, you continue to repeat the errors. This is completely unacceptable. 

Just to rephrase the problem here- 

We STORE credit card ONLY for 4 countries- Citi SG, Citi IN, Citi MY & Citi PH. 

We do NOT store credit card for remaining Citibank customers like HK, BH, etc etc.. 

Therefore, these customers can not update their credit card, or do not need to. The system will ONLY ask for BIN number (first 6 digits of a Citibank card during time of registration). 

I will not accept any more errors please. 

Regards 
Subir 

----- Forwarded Message ----- 
From: "Subir Chakma" <[email-masked]> 
Subject: Blx feedback- imp 

LTK1221601476813X ~ Sanjeev 

Hello, 

Please check the first email in the ticket. We do NOT store card details for CITI HK. We only store card details for CITI MY, CITI SG, CITI PH and CITI IN . This point was already clarified long time ago so all agents should be aware of it. 

--------------- 

LTK1221601480816X ~ Ibrahim 

We have come across this issue several times. When a customer claims he received a promotion but when it is applied on his account it is not being recognized, most probably customer has 2 accounts and agents should be able to verify it before escalating it to L3. 

In the ticket above for example, customer sent the promo email and it is clearly a different email address, therefore the promo applies to the other account. We need to be more attentive to detail please. 

Thank you, 
Julia&Ljubica 

LTK1221601480816X ~ Ibrahim 

We have come across this issue several times. When a customer claims he received a promotion but when it is applied on his account it is not being recognized, most probably customer has 2 accounts and agents should be able to verify it before escalating it to L3. 

In the ticket above for example, customer sent the promo email and it is clearly a different email address, therefore the promo applies to the other account. We need to be more attentive to detail please. 

Thank you, 
Julia&Ljubica