Customer Service not up to standard

I was pretty excited when i rcvd the mailer telling me i can change my Pin for my Citibank credit acct.

Therefore upon & after loggin on, I was perpetually peeved by the unprofessionalas per my standard and totally user-unfriendly internet banking they have.

Wasted abt 30mins trying to get what i need to do, but to NO AVAIL.. really.. WTH!!!!

Therefore i drafted a long complaint! no.. i meant feedback!

What is this One-Time Pin all about? I've rcvd instructions from your mailer I am able to login via citibank.com.sg to change the Pin. BUT all I've been thrown back at my face that i need to have this pin in order to access.

Now, isn't this an irony? The website is totally unfriendly, am not able to locate any explanation/info on One-Time Pin and was prompted to call 63382228 w/o any indication that it's only available during office hours & find myself being routed from one ring tone to repetitive voice greetings & long waiting time.

W/O much of a choice i've to call up 62255225 instead, once again long waiting time, ringing goes on & on.

Finally, a lady CSO by the name of Emerad responsed. She was pretty helpful but needs improvement. She had kindly explain & help to update the details & advise 5 working days to rcvd the pin via my Cellphone.(AGAIN, this wasn't advise when i submit the request for the pin via the website!)

I had asked her if in the case I did not rcvd any sms pertaining to this, what should I do.
Her reply was " you will definitely get the pin via sms in 5 working days time"
Again i stressed "what if I did not get it"
She adamantly replied " All our customers will definitely get it, you just need to make sure it's after 5 working days"

Now, wouldn't it be more appropriate if she could reply " No worries, you would definitely get it in 5 working days. If not, you can always refer back to me again. I would gladly check what could have gone wrong."

Being confident is good, but most customers would not think likewise.

I had to suggest to Emerad that if i could refer back to her if in the case I did not rcvd the pin in 5 working days time. Of course, this she gladly obliged.

As an ex-CSO, I do not think this is the right approach to assure a customer, especially after I had expressed my frustration on the long waiting time & improper/incorrect information from the start of the conversation.

At the end of the day, it's not apologies that turn a frustrated customer into a satisfied one but the right assurance being put forward to enable your customers to understand that their queries are being taken care of & not chucked aside.

P.S All the unnecessary waiting could be avoided if the website/mailer are equipped with the rightful & helpful information.

Cannot believe this is Citibank customer service standard..totally... ridiculous!

Today wasn't a fantastic day either, i gain back some of the weight that i have lost... my lunch wasn't lesser than what i planned.. took carb... took fats.. sighhzz... totally SHITTY!!!!!!!!

Signing off.. need my slumber..else i would have to cab to work again....

Good Night everyone