Posted by Chuck on March 25, 2020
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Published on March 25th, 2020 | by Chuck

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Citi Cards Adds Secure Message Option

Citi has brought back the Secure Message feature to their Citi Cards online login. It’s quite possibly a temporary thing due to Covid-19 customer response.

Contact Us (bottom of page) > Secure Message Center > Send a Message

Citi removed the Secure Message option back in 2018, leaving phone or chat as the contact options. Now, Secure Messages is an option as well. (Some have had Secure Messages as an option all along.)

Hat tip to reader Bkkk



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Rick b
Rick b

Thank god. I didn’t get anywhere even after 1hr On hold and my chat link doesn’t work.

John
John

Not like we need it anymore ¯\_(ツ)_/¯

P
P

Do they actually have staff to reply to the messages during this time?

SamL
SamL

BoA and USBank need to do this too. Banks generally should also give online methods for doing tasks that don’t need a human. They try to make tasks difficult and force you to go through phone for a lot of things that don’t need that channel.

Fred
Fred

BofA has implemented a new chat feature on their website within the past few days. I used it the first day I saw it, but yesterday it timed out when no one picked up.

US Bank has email (might be new; I didn’t look for it until I got my savings bonus a few days ago). Customer Service > Contact Us > More Options (on the right, look for “Email Us”).

SamL
SamL

Thanks for that info.

Gadget 🕵️ Bank Bonus Geek

I know it’s not the popular opinion, but SM’s aren’t better than phone or chat for many banking problems. Because a lot of time, you end up waiting 2+ business days to get a response, then you might go days without reading it, just to find out that the bank needed more info. So, it’s a whole lot of back and forth, and I imagine not everyone out in the world logs in to read the responses. I am sure the phone reps get a lot of… well, I submitted an SM X days ago, but they probably don’t have access to see those. Plus, for each SM response, a CSR has to go back through the history on the ticket because they are human and can’t recall what was said, and could very well be a different CSR responding.

I still use SM occasionally when I don’t feel like getting on the phone, or want an answer in days vs minutes. But, I also log in at least daily to check if they responded. Not necessarily a Citi thing, but my biggest pet peeve is when you ask to have an account closed, and they disable the online banking so you can’t even read the response message, let alone know for sure if they did what you asked. Thanks Regions… Thanks M&T.

YoniPDX

Saw this the other day -its make P2 account management simpler.

But phone call wasn’t to painful to get AA Citi AF waived took 3 days for my “$99 Valued Customer credit” to post, 15 mins on speaker phone hold – requesting. Said the free 1st bag credit might be valuable for the foreseeable future……

Stefan Krasowski (Rapid Travel Chai)

Yay!

Pablo
Pablo

I wish they would just keep it there for good instead of removing it… prefer using secure messaging way more than phone (unless it’s something I need done immediately which is not often).

ssss
ssss

It was ridiculous to remove this feature. It was the one reason I was planning to move my accounts to Chase.

Oliver
Oliver

Although it’s back, it didn’t allow me to close accounts via message. Online chat doesn’t work either. They insisted me to call…this is ridiculous given the current hold time

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