Recently my wife decided to take a 30-day trial offer Citibank Credit Protector. Soon she realized that she really didn’t want the Credit Protector service. So we told them to take it off and they basically refused and kept trying to talk us into it. I’m sure signing up initially s our mistake but we wanted to cancel and we wanted to cancel EASILY.
We asked numerous times and they kept trying to sell us on keeping it. Not only that but the guy talking to us was the loudest person in the entire world as far as I could tell – you can probably here his ol “Credit Protector” voice flying out of these letters as I type. Maybe he was some sort of futuristic robot, because every time we said the same thing “cancel, don’t explain” he would go through the same “save the customer” sales pitch – or maybe Citibank Credit Protector hooks their representatives up to some sort of electroshock machine so if they vary from the script they get a giant volt of electricity through their body.
That’s probably why the guy refused to listen to our request and follow through. I can’t really think of any other explanation.
Not only that but when we asked for the Credit Protector supervisor we got the same runaround. They probably have a BIGGER volt of juice for him. Yeh. That’s gotta be it.
You’d think a company in the limelight because getting all that bailout money would be a bit more careful with customer relations these days. Then again – what the heck am I thinking?
Do you want to cancel CitiBank Credit Protector? My suggestion: get your own competing robot, hook him up to the phone with their customer support robot and let them fight it out.
If you want to find customer service or complaints on any extra credit card service you are looking into you might want to use the Search4Scams.com search engine which searches through hundreds of scam forums and complaint boards.
This is an old and interesting case about a guy who actually sued Citibank Credit Protector and acted as his own attorney back in 2004.
Click here for the Citibank Credit Protector lawsuit.
The above link also references an interesting site that goes into detail about why he believes Credit Protector is a bad deal for the consumer:
Credit Protector Shortfalls Revealed at ShareAMillion.com.
Click here for a 2006 write-up Citibank CreditProtector from a guy who states:
“When I cut him off and insisted that I wanted to cancel no matter what he told me, he finally relented. So long Credit Protector!”
And last but not least:
Cancel Citi Credit Protector, Get a Penguin?
You must, must read that last one as it contains such classic exchanges as:
“Citi: I’d be happy to help you discontinue your Credit Protector coverage. But first, would you mind telling me why you are choosing to discontinue your coverage today?
Me: Michael Jordan came to me in a dream and said I had to cancel it or his hopes for a return to the NBA would be shattered.”
People claiming to be employees of CreditProtector have started posting on this blog saying that the consumers should NOT complain about the cancellation procedures, which I take it means that it’s not worthwhile for you to complain to Citibank directly.
Therefore what you should do is complain with the following regulatory agencies if you believe that the Citibank Credit Protector cancellation process was unreasonably long or difficult:
- Click here to file a complaint with the Federal Trade Commision
- Click here for a list of State Attorneys General offices (you would file a complaint with your own state AG and the AG of the state out of which the business operates)
- Click here to file a complaint with the Better Business Bureau
- Click here to file an Online Incident Report with the National Consumers League
If you think filing complaints won’t make a difference, you’re wrong.
This is the kind of procedure that lead to the National Consumers’ League issuing their warning here and ultimately ended up in law enforcement action against the offending company (you’ll see the WorkAtHomeTruth blog discussion referenced in the National Consumers’ League write-up).
I just got off the phone with Credit Protector to cancel my 30-day free membership. I spent nearly 20 minutes on hold last night waiting for a representative to come on and then got disconnected at 9PM PST. When I called back, there was a message saying they were closed in observance of the holiday and their hours were something or other to midnight EST. So this morning I called and waited only 12 minutes before a representative finally came on the line.
I was fully prepared for the hard sell. I got guilted into agreeing to the 30-day free trial because I had called to have late fees and interest charges reverse due to a late payment I made in November. I was only 1 day late. It just slipped my mind. But that one late payment would have increased my rate from the low transfer rate I previously had to something like 50,000 + Prime! So anyway, whatever, I agreed in a moment of weakness to try Credit Protector. I knew it would be a bitch to cancel, but I was very persistent. I went through about three rounds of the girl on the other end trying to talk me into staying but I just kept repeating what I originally said and she finally said, “Ok, one moment please.” And when she came back on she said the cancellation was now processed.
I think you just have to be more informed and sound totally firm, like you know what you’re talking about. I basically said, Look, I know what the benefits are, but the likelihood that I’m going to need them in the next 12 months, 24 months, even 36 months, is so miniscule compared to the cost I would be paying over that time that it’s just not worth it to me.
Now the only thing I’m concerned about is that they SAY they’ve canceled me but what if I get my next bill and it’s on there? Has anybody had that problem?
I work for citi credit protector and if you people would do your research it is a 3 no and go program, which means that we have to respond three times before we can exit the call, if you want speedy service simply give them your information, when they ask ” and what is it i could do for you today” say CANCEL and HANG UP! its very simple. Also check YOUR STATEMENTS! if you have been enrolled in this program since 2001 and you have paid over $4000 dollars into the program, you as a consumer, are an idiot.
LOL. The customers are supposed to research how a sales person handles calls for them?
I just called to cancel and prepared myself to be insistent and cancel in spite of their efforts to keep me. To my surprise the lady asked me why I was canceling, asked if I was currently working, and then told me it was canceled and to have a good day.
u will not be able to cancel the credit protecter in your whole life dont worry…
Beware that they likely may have not canceled your enrollment. I have spent 40 minutes on the line with the blithering idiots. The most inadequate help I have ever encountered. So angry. I lost my card in July 2008, called and told them, canceled that card and issued a new one. The same call I noticed this “credit protector fee” was being charged and I had not enrolled. I asked to cancel and the gentleman even responded with refunding the past few months. Great I thought. So just continued paying my payments and then in January 2009 I notice all these charges accruing from August 2008. Call and the guy says I will cancel and reimburse you for the time from August, should not have been there. I then receive a letter end of February stating, “A review of your account shows you used the benefits of the program on July 25, 2008. Based on this information the fees billed will not be credited”. I call today and customer service transfers me to credit protection. I get connected to an idiot by the name of Arlisa Rucker (not being mean, truly she need to be shoveling manure). She tell me my Citi account is canceled. I tell her no that is the old card. She says this isn’t customer service and she will transfer me back. Then I get transferred to some shy girl who is scared to death, she says she can’t tell if I opened used the service that is a different department….yep you guessed it, the same department our idiot Arlisa works in. I tell her to transfer me to a supervisor of customer service. Tell them to deactivate the account and I am not impressed with the sorry service I received today. Ten years with Citi and I truly see why they are being given all these millions in bailout money, because simply they have no damn idea what they are doing. Now I am getting ready to call back and have them send me all statements for the last year. Then transfer me too credit protection so I can get any documentation on when I may have used this so call “benefit”. I know Citi had a class action suit in 2002 regarding this same practice. If you are having any problems such as this please email me at jodycee@yahoo.com. Thanks and good luck!
@Jody:
for someone who benefited from the program once before i am surprise you have such an attitude concerning the ‘benefit’ that the product can provide…just to let you know, credit protector is offered on all credit cards, i have it on my citi card, american express and navy federal…it annoys me to listen or read to opportunitic individuals like you…when you were able to use the service you were not complaining or even acknowleging the product…i am sorry that you are having trouble to cancel it…but its people like you…who can find it so easy to call those customer service reps idiots that make me ask…maybe you should look in the mirror and see who the ignorant idiot really is…those reps have to stay within the rules and guidelines of the bank…and those reps are on the phone taking over 100 calls and have to always sound pleasant and welcoming, only to receive calls from clients who are rude, clients who personally blame them…clients who actually go as far as tell them they are the devil and they wish there kids to be stricken with cancer…clients like you have to remember to treat like you want to be treated…and to remeber these people are only working there and have to follow the rules of the bank…if you don’t like it or what is being done to you…guess what…you have the power…close your account…you have the choice…don’t be rude…to hard working individuals who have to listen and be blame from people like you
yeah, same thing happened to me, I called to cancel it after a few months but they totally ignored me. My fee is based on the balance each month (something like 70cents/$100), so I just pay off the balance right on the statement date. Hence the protector costs me $0.00 each month, and still get all the cash back rewards. I know it’s a pain to remember your statement date each month, but if you’re careful you can get the benefits with no cost at all.
I work for Citibank out of Hagerstown Maryland. They don’t tell us stories like this; so I personally apologize on behalf of the company I represent. Citi pays a hefty comission to those representatives considered “skilled” enough to sell Credit Protector. In fact, they even rank CP based on individual accounts, and how they feel your assets would benefit them financially. (i.e., “This gentleman has a zero balance, and 60,000 credit limit, he’d make us a ton of money… let’s rank this account for a Type 1 Credit Protector.”) CP-1′s are worth the most ‘points’ monthly, which go toward a generous compensation for the representative. It’s very difficult to sell, and it’s probably not worth buying.
For this dishonesty and many others, I’ve turned in my two week notice last Thursday.
I called to cancel my 30 day trial, thought everything was good until I got my credit card statement the next month and there was the monthly credit protector fee! What the heck! Called to cancel again today. THey said i called to accept the offer rather than cancel it. >( Sly dishonest people! Maybe they thought my NO thank you meant…thank you, yes i’d like to stay on the program. Idiots.
@Irritated Citi CUstomer:
it amazes me each and every day that the customers blames the reps and refer to them as idiots. if customers take time and listen, take time to read the information that is send to them they would be alot more educated, and knowlegable. firstly, if you are enrolled in credit protector then you have to actually say yes to be enrolled, the calls are recorded becasue the terms and agreement is read over the phone to any one who enroll, and the card member have to say yes. if anyone is enrolled with credit protector and the card member didn’t say yes, that rep is instantly terminated. it is easy for you as an ignorant consumer to say nasty words to the reps, i have hear from a card member to go suck a dick, i was told that my kids such die from cancer, i have been told that i am the devil….what the card member don’t realize and thing about is….the reps are only doing their jobs, what they are trained to do an say…and they are human…if the card member has an issue that can’t be resolved my waving a magic wand…you have a choice close your account…or write to the CEO…do not be a coward and take it out on the innocent individuals who makes min wage
Guess who’s starring in my recently published book
“What Fools Don’t Know!” YOU. exactly sir, and so now I thank you for being a marketing partner and a prime example of a few chapters of which this book describes one as yourself for being (if you could only learn to read your contract) then you wouldn’t suffer self afflicted wounds as you do and shall for cursing the people of God.
That act of laziness and poor usage of words my friend is what defines IDIOT. once again, I thank you.
Wait, Anonymous
Are you saying that in the contract it states that we should expect it to be really hard to cancel and that we should expect that the customer service agents for Citibank Credit Protector will repeatedly refuse to cancel the service and try to keep people on the phone for as long as possible to wear them out?
Umm. Did YOU even read what I posted? I didn’t say that we were disputing there was a contract. We were talking about the fact that it was so hard to cancel the service.
I’ve posted the following to help you in your quest for literacy:
Look, you have to expect to be re-sold the credit protector service when you try to cancel. If you don’t want to be re-sold the product then don’t buy it in the first place. When you call us we are required to give you 3 responses to try to retain you as customers, if you still say no then we have to exit the call. We have jobs to do and if you don’t like it then don’t buy it in the first place.
Hmmm, I guess the “People of God” (as one other commenter called them ) at running the CitiBank Credit Protector division glossed over the Federal Trade Commission January, 2009 Negative Option Marketing report which states:
“Marketers should not impede the effective operation of promised cancellation procedures.
Marketers should employ cancellation procedures that allow consumers to effectively cancel negative option plans. Marketers should not engage in practices that make
cancellation burdensome for consumers, such as requiring consumers to wait on hold for unreasonably long periods of time.”
The full 72 page report is here:
http://www.ftc.gov/os/2009/02/P064202negativeoptionreport.pdf
If you want to send CitiBank a “gentle” reminder and believe you were not treated reasonably during the cancellation procedure you can file a complaint with the Federal Trade Commission here:
FTCComplaintAssistant.gov
72 pages of what keeps the business running and not having to shut down on account of false advertising and this Guy still doesn’t get it, Well for Christ Sake! No wonder the people of God (as stated by the previous commenter) are glossing :> )) It’s called FTC COMPLIANCE – NOW DON’T YOU GET IT, C O M P L I A N C E. (DUH)
Cut the ol’ man some slack will ya, he’s probably on the verge of bankruptcy on account of paying 10 bucks a month for that credit protector thingy. Have a Heart! I mean we’re all one pay check short of it. Ask GM or Chrysler, they might had a credit protector plan that went south for their customer likely too. Forget about unexpected surprise and go unprotected – save the ten bucks, they do add up. :>))
72 pages of what keeps the CP up and running and this guy still doesn’t get it? “In the economical times of today, credit protector protects you from the unexpected surprises so that you don’t have to worry about making certain payments as they will defer or credit your account (grant it you have the patience to wait on the process to afford you some extra cash for maybe 12 months). Only Fools Rush, Patience Pays!
LOL. You’re talking about the guy who quit his job 5 years ago to run his own businesses online and now is helping all of his friends who were laid off and haven’t found work for a year.
I seriously doubt you even understood one sentence of those 72 pages if this was your response.
What part of this did you NOT understand?
“Marketers should not impede the effective operation of promised cancellation procedures.
Marketers should employ cancellation procedures that allow consumers to effectively cancel negative option plans. Marketers should not engage in practices that make
cancellation burdensome for consumers, such as requiring consumers to wait on hold for unreasonably long periods of time.”
By the way, it looks like Anonymous, Good Samaritan, and “On the Ol’ Guys Side Looking in” all posted from the same I.P. address – 173.26.193.105 – meaning they’re likely the same person.
Looks like Ames, Iowa.
What # did you call to contact them. I can’t find one & want to cancel!!
Thx
“And the two shall become one” You’re doing a great job drawing attention to credit protector.
On the Ol’ Guy Side
By the way, Paul(the founder) happens to be a competitor of Citibanks CP.
Good Samaritan
Wow, I’m a competitor to Citibanks Credit Protector now? I didn’t know that.
Can you give me access to the product? I have no clue what you’re talking about.
Again, nobody’s complaining about the actual product…people are complaining about the CANCELLATION procedures.
Seriously, though can you give me access to this “competitive product” you just made up?
Reminds me of an old Peanuts cartoon when Charlie Brown is asked how he “came up with those statistics” and he says, “Why I just made them up right now!”
Of course we all know that the only way to proceed when you can’t win an argument is to try to take the discussion off in an unrelated and off topic direction in a place where you think you can win it.
Hey, as long as we’re going to just start making things up I want everyone to know that Anonymous owns several private islands in Fiji and French Polynesia that were purchased through shorting CitiGroup over a period of 83 days.
Its our job. Not all people who you call to cancel are like that by the way
We have to respond 3 times where I am. Thats it. Plus I can tell you of times where the company owed over 1000 dollars to someone for moving (as an example) and they turned it down screaming expletives. 5 days later the guys wife called and wanted to claim the money not only on her husbands account, but her own but he had told her to cancel it. She basically said that was the last time she listened to her husband.
Often times, there a few out there that are very aggressive, to say the least. But to lump us all in when its a job we HAVE to do…Sometimes people are overreacting..why should we just go “uh okay your canceled have a good day!” when the person has NO CLUE what credit protector even is? Its our job to tell them.
I hate to say this, but it more than likely won’t change anything….
People make me feel like I murdered someone for doing my job. Im not very aggressive but seem to do well at my job though. MAYBE some people can take a clue?
anonymous, that’s all very noble and wonderful, But I cant afford to quit my job. Also..hefty commission? What hefty commission? Is there something at your center we don’t get?
Maybe if they stopped giving the customer service jobs to people in India, I wouldn’t have this problem.
I know that’s right
Credit protector is a sham and a ripoff. Rather than put money down some black hole in hopes that you will get hurt or lose your job save a few dollars a month for the unforeseen. Those saved dollars do add up and when something does happen you can just withdraw it from the bank not have to jump hoops to get some benefit that you likely paid for many times over anyway.
@Anonymous:
you are an idiot who possible have no idea of the product and or what it can provide for you….i guess having car insurance is a rip off, until your car is lost, stolen or damaged…i have seen an witness card member who were able to claimed 10,000 because of illness, or death…
Just got billed well over a month after I cancelled. Its a freaken bitch getting it cancelled for REAL and being able to get a rebate for the charge that you should not have to pay. I aint paying the 12.95 charge I got over a month after I cancelled this scam.
@yoyo2ma:
firstly look at the date that you were billed, then look at the date (if you remember) you called to cancel…if you don’t pay the 12.95 that is up to you…but then it will cost you alot more in the long run, becasue you would accrue fees and finance charges…and guess what…it will end up costing you more than 12,95 and then…you would then call to customer service with an attitude and hateful…when it is you who didn’t pay your bill…and then you would expect customer service to waive the maigic wand and remove the fees…guess what that customer service have a job and rules and policy to follow…instead of siting and not paying the 12.95…get up…call before the bill is due and see if it can be removed…and explained that you cancelled it…and ask why were you still billed…hint…you get more done with kindness than rudeness and ignorance
I love to actually see and read and hear what people have to complain about. Half the time these people have no idea what they are talking about…credit protector is basically like an insurance if you have a balance on you credit card and you suffer a job loss or disability it suspend your payment for up to 2 years and you don’t have to make payments and you won’t go into default….if you were to move get married, divorce, have a baby or even enroll for college it pays 2 min monthly payment on your account…citi is not the only bank that has this program…i have it on my american express and also navy cards…it is truly ashame that people call the reps idiots…it is ashame when people say they didn’t enroll in these programs when at the time of enrollment the terms and agreements are read and the enrollment question is ask…and the card members have to say yes or no…hint..hint..if a client is enrolled and he said no…its instant termination for the rep…so when i hear people say they can’t remember enrolling…lies…lies…lies…but as i am aware card members lie…they lie when they say they didn’t receive their statement so they didn’t pay the bill and call in and expect to have a magic wand waived and it all forgive….my fav excuse…i was on vacation and couldn’t pay the bill…i am sure you made sure your car, electircity and mortgage were paid, so why not pay the card…espically you knew you were going away and i am sure you used the card…i love when card member call and say ‘i demand’ you to waive the fee ‘i pay my account on time’…an when i view payment history…late payment in the past…people need to read the terms and agreement when they get the card instead of going out and spending money that are not theirs….it is the bank money…and the bank is loaning you the money without any collateral….clients have the nerve to say they pay more than the min every month and want special credit for that…guess what idiots…your basically paying more than the min…so you’re paying back the principal so money you borrowed….
Kind of weird that Cmaculis didn’t even read the actual complaints about Citi Credit Protector which had to do with the difficulty of canceling the product…then comlained that nobody can read.
I even posted an entire literacy video referencing this fact.
Hmmm. What beautiful irony.
I work as a citibank rep and i can honestly say i understand where u guys are coming from about trying to cancel but like the other people working for citi were saying.. we HAVE to give three responses its our JOB.. and personally i have had many times where i have had ppl calling me crying about what their gonna do with their bills and they dont even know what the program is and they wanna cancel and we end up helping them getting them back thousands of dollars… and its because they LISTEN to us when we try to help them unlike other customers who wanna yell and be irate…and it always makes me laugh when irate ppl call in and yell at me about the program and call me names and freak out at me and we end up actaully owing them money for benefits but they dont wanna shut up for two minutes and listen cuz they think thier always right and know everything when they prolly didnt even read the terms and conditions!!!
Honeslty we are people too, were doing our job trying to help you and make sure u got everything out of the program that u possibly could.. and okay yea some of the reps can be loud and annoying.. i work with a few ppl who can be like that but we arnt ALL that way…
One day (5 months ago or so) Citibank sent me a new card. The was a letter telling me that my cc.info had possibly been compromised. They issued me a new card, and then the lady tried to sell me Credit Protector. I told them I thought they had a lot of nerve trying to upsell me their stupid service after they just made a mistake. The lady kind of acted like I was and ungrateful cretin and we ended the call.
Then a letter came in the mail the other day to my daughter. It said that Citibank had inadvertently printed here social security number on the bottom of some statement, and they were sure it would come to nothing, but If she would like to feel safer to call and enroll in credit protector.
I wonder if incidents like these are some sort of intentional marketing strategy to sell “PROTECTION”????
did anyone notice even one comment that the citi workers are not doing their crazy job of ripping off people???
why do they keeping on saying that they are doing their job???
@john: “why do they keeping on saying that they are doing their job???”
I think it’s kind of like cult mentality. Once you’re inside the cult it’s hard to see what the real world outside the cult looks like – or even understand it.
As active members of this community workers for credit protector have to get paid too. We understand it’s bothersome to get re-sold on products. We have to deal with these kinds of solicitations too, but we have to make a living just like the rest of you. Trust me, this is not the kind of job I wanted, but I didn’t have a choice. I applied everywhere and there is just nothing else available in the area that I live. I searched for six months before I gave in to this company.
I deal with people every day telling me that I am no good and that I should feel ashamed of what I do. It makes me feel like crying every day.
So, if you’d like to complain about the company, be my guest. I do it every day, but leave the employees alone.
MY personal story is basically the same….
i accepted the trial with the understanding that i will receive in the mail a package to sign up.
called Feb 5 and after my firm request to get my account credited for all charges, and answered NO, to listen to any speech, she told me i will see a credit in 5 business days! Today is March 8. A credit is NOT on the account.
I called again bla bla bla, he could see noted on the account that i shall receive a credit, the only thing he can do is re-issue the credit, and will be credited in 10 to 14 business days!
Credit protector is a bunch of crooks.
I signed up for Credit Protector the $15 (and a lot of persuasion from rep)
Then I tried to cancel, but told that no charge would be assessed if I paid off monthly balance, so I kept credit protector. Then I got a charge on my next bill.
I complained, and CITI told me there was no record of any attempt to cancel.
CITI and Credit protector are a bunch of crooks. I will cancel my card.
“Thank you for calling Credit Protector, my name is … in …, can I get your 16 digit credit card number?” I bet that makes you all cringe. It makes ME cringe saying it 50 times a day.
I love and hate my job. Firstly, I hope everyone understands that a job is a job, and someone has to do it. I have rent, car insurance, COLLEGE, etc. to pay for, and in this economy, how easy is it to find a job? It isn’t. So anything that pays the bills is good enough for me. But ya know, people – some of you really effing irritate me. I don’t go to your job and disrupt the way you do it. Some of the people that call in really take a toll on us. And BY THE WAY, maybe the way you treat an employee of a company also predicts the outcome of your cancelling process. JUST SAYING.
Oh, and just because it wasn’t beneficial for YOU, doesn’t make it a ‘scam’. I have had plenty of people tell me how much CP has helped them out.
Let me fill you in on how my job works:
Of course, our main goal is keeping the customer enrolled.
We HAVE to give 3 responses. And this isn’t a bad thing – we’re letting you know of your options that you have. You’re putting money into this program and you’re complaining about us telling you what it does and the different plans we have for you? Dear God. Who are the blithering idiots now?
We don’t HARASS people into keeping it.
If you decline after hearing all info, there you go – you’ll be cancelled out.
Tip for customers looking to cancel: please, say “I would like to cancel.” and hang up. We HAVE to cancel you, then. And that makes my job easier, and I don’t have to deal with assholes.