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Friday, September 15, 2017


Falls Park, Sioux Falls, South Dakota
I've been going round and round with Citibank about a missing credit card statement. I only noticed it was missing when they turned off the card ( again!). I tried calling them to tell them I hadn't gotten a statement and would they send me another one, but they wanted to me to play their version of 20 questions, and I have no patience for that shit. Why do they need to verify that I am who I say I am? I don't want any information, I just want them to send me my statement. Their inability to fulfill this simple request is emblematic of what is wrong with America. This is why Trump won the election. People are tired of all the unnecessary bullshit that has been creeping into our lives for the last umpteen years. Okay, maybe you aren't, but I am.

So I wrote them a letter. It's an easy thing to do once you have all the pieces in place. They eventually sent me a statement, but it was the wrong one. We are now on our fourth go round, and they still haven't gotten it right.

Now I'm wondering why Citibank is having such a hard time with something that should never have been a problem in the first place*, and I'm thinking it's people problem. Could it be that the people in charge of answering letters are so overworked that they are not really paying attention to what they are doing? Or maybe they hate their manager and hate their job or they just don't care. As long as they send something back, they are doing their job and no one can fault them for sending the wrong thing. I can hear their excuses from 1500 miles away: 'I sent the right thing, the customer is an idiot.' 

What does this credit-card service center / hell hole looks like. I start with Citibank headquarters in New York City, but then I snap and realize my correspondence is with their outpost in Sioux Falls, South Dakota, and what we've got there is a bunch of big box warehouse like structures that look like big box warehouses you find anywhere. But then I stumble across some pictures of Falls Park, which looks like a pretty cool place (especially in winter).

St. Louis Gateway Arch
I address my latest missive and I realize that the credit card service center is in St. Louis, Missouri. So where did I get the idea that it was in Sioux Falls? Oh, I have two different Citibank cards, one straight from Citibank and one from Costco. The Costco service center is in St. Louis, the other is in Sioux Falls.

*which reminds me of the old saw that a problem that shouldn't be a problem can't be fixed.

P.S. How was it that Citibank established a service center in South Dakota of all places? The Sioux Falls Argus has the story, as does Marketplace. Almost restores your faith in the financial establishment. Not.

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