Your credit card has been stolen. Would you like to open a checking account?
Apparently my credit card "may have been illegally obtained as a result of a merchant database compromise...". Citi kindly sent me a new card and new account number. During the activation process Citi was also kind enough to offer me two different sales pitches while my card was authorized and the account was set up.
It could be just me, but pitching your product line to someone who is dealing with all the annoying issues surrounding a lost/stolen credit card might not be the best idea. I'm already in a bad mood that I will have to go and change all the bazillion bills and online accounts tied to that credit card. Perhaps the right pitch isn't "Hey, you want to open a checking account with Citi?" Uh, yeah... I want to double all the pain I'm currently experienceing. Thanks. Maybe, just maybe, I'd be ok with being pitched a protection service for my credit card. But, better yet, why don't you use this negative experience I'm faced with as opportunity to try and boost my feelings about your brand. Don't try and sell me, rather tell me how you value me and my security. Perhaps point me to information and resources on your website to help secure my credit card. When I'm there, then you can try and sell me. Just a friendly reminder that context and timing are important.
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Customer Service
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