Using A Security Breach As An Upsell Opportunity?

from the shameful dept

Danny Sullivan has a blog post blasting Citibank for how it handled a security breach, requiring him to get a new credit card. Apparently a vendor where Sullivan had used the card had a breach, meaning Citibank sent him a new card. But did they tell him which vendor it was so that Sullivan could avoid doing business with them in the future? Of course not. But much more insulting is that when he went to activate the new card, Citibank tried to upsell him on a credit check offering. As Sullivan notes, shouldn't Citibank be offering that to him for free? It's probably cheaper than having to send out thousands of new cards every time a vendor screws up. Of course, when Sullivan points that out to the person on the phone, the person at the other end says "we're just the activation department, you'd have to talk to customer service for that." Of course, if they're just the activation department, why are they doing sales as well? I'm sure the big banks will claim that these sorts of sales processes work in that enough people are suckered into these high margin upsell offerings, but wouldn't it be nice to have a bank that actually treated customers well?
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Filed Under: security breach, upsell
Companies: citibank


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  1. identicon
    wnyght, 19 Oct 2009 @ 10:25am

    Re: A Solution to Credit Card Problems that Works...

    but that isn't the american dream. lol
    Believe it or not, ppl follow what the government shows them. Our government has racked up an impossible debt, so that is what the people do, charge their life away. It's so sad. Btw, i agree with you. I made some bad credit mistakes in my early 20's, something i am still tring to recover from almost 10 years later. I have since ditched the credit lines, and live by the same principle, "If i don't have the money for, i will find a way to do without"

    Of course, there is one good way to use credit cards. If one can be responsible enough (going way out on a limb, i know) to only charge on the card what they have in the bank, and then pay the full balance of the card every month, but then why not just get a debit card.

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