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
    Gene Cavanaugh, 20 Oct 2009 @ 9:19am

    Citibank processes for stolen ID

    Great blog, except for one thing:
    "But did they tell him which vendor it was so that Sullivan could avoid doing business with them in the future?"
    You're kidding, right? There was a breach - you want Citibank to be judge, jury, prosecutor and defense attorney in deciding who (if anyone) was responsible?
    And based on that, they impact or destroy a business?
    Maybe in Nazi Germany.

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