Citiback Credit Card - online payment using card

Complaints.com received the following consumer follow-up message on October 31, 2002:

From:

RE: # 20 for October 17, 2002

Dear Sir,

Since I made the earlier complaint to your site reference # 20 for October 17, 2002, I must today put it on record that citibank did wake up and resolve my problem yesterday.

They took pains to contact NTU and test their system and located the problem, which was not at their end but at a point in between citibank and NTU, Singapore as they could make the payment by using a VISA card (mine used earlier was mastercard).

It is true that they woke up late but when they did they did a thorough job as should be done and in this case the problem was really peculiar and unforeseen but as long as the problem is solved I am satisfied.

I think this shows that I have been right in reposing my faith in this bank and am happy that I have retained my citibank credit card despite several offers from other banks over the last so many years!!

The mailing address of Citibank customer service with whom I was interacting is Email User

Thanks

shantanu das

Complaints.com received the following consumer message on October 16, 2002:

From:

RE: Citiback Credit Card - online payment using card not being authorized - Citibank is unresponsive

Dear Sir,

I am from India and I tried paying the fees to Nanyang Technological University of Singapore via their site which has links with WORLD PAY service. I followed the instructions on the screen and gave the details asked about my credit card issued by Citibank. The payment was not authorised. I tried several ways and even copying and pasting my home address exactly as it is given in the citibank internet banking records visible to me online.

I have been informed by admissions of NTU and also world pay that Citibank did not authorise my payment. (mails attached below).

I am distressed that in spite of my repeated mails to the bank at their customer service mailing address and also through my online internet banking facility from 29/9/2002 onwards till date (16/10/2002) the bank has not promptly and suitably handled my complaint, thus leaving me as a defaulter for NTU as I am still desiring to pay by credit card and save on dd charges etc.

Also I find that the bank instead of really investigating what is wrong, is in the habit of just saying that they have not received the authorisation request. When I have sent them copies of emails from both NTU and WORLD PAY stating the authorisation codes issued by the bank, I feel that just telling me that the bank has not received such requests tanatmounts to leaving me to fend for myself in an area where I have no control. Where do I go now?

How do I pay the money online by using the card? Where are the answers to these questions? When I am saying that I am unable to make the payment, then certainly there is something wrong between the bank and the payment system of worldpay.

What is expected is that someone from Citibank checks the system for possible faults and verifies the same with some card number and then suggests to me what I should do or rectify the problem, instead of just telling me something which does not help me. I quote their mail (with the card number erased from the mail), which proves that the reply leaves me in square one and I still dont know how to make the payment. The bank should in fact interact with worldpay and NTU and find out the cause.

All I want is that the bank investigates the system and verifies it for its working and tells me how to make the payment as I am still getting payment not authorised report from the site where I am making the payment. The site address is of NTU,. Singapore.

Regards

Shantanu Das

New Delhi, India

The mailing address of Citibank customer service with whom I am interacting is

Email User Copy of Mail recd from NTU: proof that they did not get authorisation for payment

From: "Lee Chang Hsien"

To: "

Sent: Wednesday, October 02, 2002 7:03 AM

Subject: RE: PAYMENT AUTHORISATION FOR NTU

hi , kindly ask your bank representative to email us. the error code we received from the bank is: Auth status: authorisation failed: (from bank) R [W810] Not Authorised hence, to us, your card is not a credit but a debit card. please pay by bank draft. chang hsien. And this is the useless reply that I get from the bank

==============================================

From:

To: "shantanudas"

Sent: Wednesday, October 16, 2002 9:39 PM

Subject: RE: {Citibank#210-300} UNHAPPY WITH SERVICE AND UNRESOLVED

COMPLAINTS AFTER SEVEN DAYS !!

Dear Mr.Das, At the outset, we would like to express our concerns for the feeling of

dissatisfaction you have been left with regarding the services rendered by

us. We take this opportunity to assure you that it will be our constant

endeavour to provide you only the very best of services that you expect of

us.

We observe that you have been left with a impression that we have not

authorized your request. We would like to inform you that our records do not

indicate the receipt of any authorization request in your card ending # (erased for safety) on 29/09/02 and 30/09/02 and hence we were unable to approve a non

received request. Warm Regards, R.Sujatha.

Customer Service Executive.

This is what world pay has to say:-

=============================

From Email User

Dear Customer, Thank you for contacting WorldPay. This type of response corresponds to a decline from the processing bank. The

authorisation process is carried out by the bank and WorldPay has no part in

the subsequent decision. The decline message is sent to WorldPay by the bank

with no explanation nor justification. I would therefore advise you to contact your card issuer to find out more

information. If you need to pay for the goods by alternative means then please contact

the company who own the site. If you require any further assistance please feel free to contact us at

anytime. Regards,

Elizabeth Morris

Customer Services

WorldPay Ltd

Further help and advice is available 24 hours-a-day from our Customer

Services Teams: Europe, Middle East and Africa - WorldPay Ltd

WorldPay Centre, Science Park, Milton Road, Cambridge, CB4 0WE, United

Kingdom

Tel. +44 (0)870 742 7002

Fax: +44 (0)870 742 7009 Americas - WorldPay Inc

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America

Tel: +1 703-547-6250 (Toll Free: +1 800-661-7079)

Fax: +1 703-430-6795 Asia Pacific - WorldPay Pte Ltd

7 Temasek Boulevard, #07-02 Suntec Tower 1, Singapore 038987

Tel: +65 6 339 9616

Fax: +65 6 339 9183