Citibank, what's the problem?

#1. There is a financial mess.
#2. Citibank is part of it.
#3. In January, Citibank enforced a subrogration clause, causing them to lose our HELOC. That's a big "duh". Ok, go ahead, take in those foreclosures, make alternate financing arrangements, oh, but I guess you didn't need the cash flow from a "current", high FICO score, customer who makes extra payments. Navy Federal was glad to get us. They've been very polite and courteous, and we "get to" speak with reps who speak English.
#4. February brought another lesson from Citibank: Call Citibank Credit Card customers, with a "fraud early warning notice." Confound customer by having her try to carry on a conversation with a rep for whom English is not the primary language. Tell the customer there's been a unusual activity on the account, that there's been a data breach, perhaps it was Heartland, then tell the customer the real problem was a merchant she's done business with. Make the customer happier, don't tell which merchant. Tell the customer she didn't return your call. Confuse the customer. Keep horrible notes. Say that you're going to send new cards. Then don't.
#5. Call the customer again. This time say that you're going to cancel the card. Tell her she didn't call you a week ago--although she did. (The customer even spoke with a supervisor). Each time you transfer the customer, ask her to repeat her "secret password" again. That inspires confidence. When you ask the customer to verify the mailing address so you can send new cards, do you think, that after 12 years of paying monthly bills sent to one consistent address that you have the correct address on file?
#6. To "verify unusual activity on the account" ask only about charges with "9". As in $9 -- 9 and change at the grocery store, 9-and-change at the grocery store a second time (different day), and $9-and-change at a fast food restaurant. Stunning. Don't ask anything about a series of teen-oriented stores at the mall. Don't ask about several hundred dollars in sports-related charges in various cities. Certainly don't ask about the piddly Starbucks charges or the really big car repair bill. Confuse the customer. Ask only about "nines."
#7 -- And this is your lucky number-- don't be surprised when the customer is fed up. Yes, the bill paying, on the money, on the date customer, can't handle the incompetency, and really doesn't want to spend a third suburban evening on the phone...having a cross-cultural experience about your inept data management, inconceivable customer service, and, whoa, look at that, $1.22 share price!