No. of Recommendations: 2
I've got online accounts with probably well over 100 websites...everything from discussion forums to banks to utilities to expedia. As the internet "grew up" most companies realized they needed to give customers control over emails they receive. I regularly find myself opted in to new newsletters and whatnot, but everyone these days has an automated link to unsubscribe at the bottom of emails.

The sole exception is Citi. I get emails from them all the time. Use your Debit card to get priority Jonas Brothers tickets! More fee free ATMs now available! Blah blah blah.

Citi emails have more notices and junk at the bottom than just about anyone else, mostly related to their system for proving emails that claim to be from Citi really are from them. But there isn't so much as a word about unsubscribing.

So I went into my account and deeply buried in the account settings is a checkbox that determines if I opt in to marketing emails. It's unchecked.

Finally I called Citi, and spent 25 minutes on the line with an agent. To look into this for me, first the agent spent 15 minutes searching in his computer for the Jonas Brothers promotion...I don't know why, the whole point is that I'm not interested in the promotions! But he insisted. Then I was transfered to someone who insisted that it was impossible to have them change the account over the phone, I'd have to uncheck the box on the website. I insisted on walking through the process with her, and she finally seemed convinced that I wasn't opted in. Then the story changed - Oh, I see an option in your account that says your information is shared for marketing purposes. I'll switch that off. (naturally it takes 30 days to take effect)

So Citi's got a secret checkbox somewhere, inaccessible to the consumer, that their phone reps don't seem to know anything about. I would blame some diabolical executive who figured that spam is profitable and designed the system this way, but I'm sure it's actually just routine incompetence. I wonder if they track how much they're spending servicing accounts in enough detail to realize that the cost of half an hour on the phone with me on something so trivial is chewing up their profits.
Print the post  


UGC Disclosure Notice Regarding Credit Card Posts
Community board discussions about credit cards are not provided or commissioned by banks who may have advertising relationships with The Motley Fool. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.
TMF Credit Center
The Motley Fool Credit Center arms you with real tools and simple messages, that will help you in every credit situation.
When Life Gives You Lemons
We all have had hardships and made poor decisions. The important thing is how we respond and grow. Read the story of a Fool who started from nothing, and looks to gain everything.
Contact Us
Contact Customer Service and other Fool departments here.
Work for Fools?
Winner of the Washingtonian great places to work, and Glassdoor #1 Company to Work For 2015! Have access to all of TMF's online and email products for FREE, and be paid for your contributions to TMF! Click the link and start your Fool career.