Why  Citibank Singapore's services are now ranked low by their clients

 

 

 

   

Funny explanation of raising service fees

 

 

 

 

In Feb 2017, Chief Franchise Head, IPB, Citibank Singapore in his letter to the clients of the bank said, "To ensure that our clients continue to enjoy the benefits of a Citi relationship, we will be revising our monthly account service fee structure." This message was followed by the announcement that the bank's client would have to "enjoy" the raise of the monthly account service fee by US$ 50.

 

 

   

Dissatisfying veteran clients

 

 

 

 

Citibank Singapore used to be very good at clients' service. Yet, the situation changed recently.

What did they do?

Citibank Singapore introduced a monthly fee. They informed their account holders that those who have less than US$200,000 at their account would be charged US$ 50 per month.

And that's not all. Citibank Singapore informed their clients that the bank might decide to close any account that held less that US$200,000. Can you imagine the panic of some Citibank Singapore's clients? In today's digital economy, many people make several automatic payments every month from their account. Some accounts, especially those of freelancers and interpreneurs, receive several payments a month. And now they receive a note from their bank saying that their account can be closed if a bank manager decides to do so. Most of these clients don't remember all the details of the automatic payments they send and receive. Can you imagine how they felt when they received such a message from their bank? And some of these clients have been loyal customers of Citibank Singapore for 20+ years!

Definitely, this is not a perfect service by Citibank Singapore of their long-term loyal clients. That's why we give Citibank Singapore's client services a low mark, '3' out of '5'.

 

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We hope Citibank Singapore and others draw a useful lesson from this story and empathize more with their customers, especially long-term loyal ones.

 

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