The coronavirus is changing how people use credit cards. Now, the pandemic is changing how card issuers handle customer requests. Citi is the latest bank to transform its customer service protocols, with the lender changing how clients can change credit card products.
Citi Alters Card Product Change Rules Due to COVID-19
Multiple reports indicate that Citibank is changing how current cardholders can change from one product to another. Citi credit cardholders can now use the bank’s live chat feature to request a product change. For example, if a customer wishes to upgrade from the Citi Prestige® Card to the Citi Premier® Card, they can now do so without having to pick up the phone.
Previously, Citi required credit cardholders to call customer service representatives to change credit cards. The COVID-19 pandemic, however, is forcing a rethink of this policy. With so many staff working remotely, call wait times are surging. In response to this challenge, the switch to live chat features seemed inevitable.
Rules for Changing Cit Credit Cards
Citi has specific rules regarding changing credit cards, especially when downgrading a card. These restrictions include:
- The current Citi credit card must be at least 12 months old before downgrading
- Product changes usually must be within the same product family
- Card changes may take up to 51 days
Beyond the first point, the other two rules are not set in stone. Some Citi representatives will allow changes to different cards outside the current credit card’s product family. Industry site Doctor of Credit recommends ending your current session with Citi representatives and trying again f you don’t get the result you are seeking.
Examples of Citi credit cards within the same family include the three cards that earn ThankYou Rewards points (except the AT&T Access Card):
This principle also applies to Citi’s American Airlines AAdvantage personal credit cards.
Featured photo by Sarah Pflug / Burst
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