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. icon
    pjhenry1216 (profile), 19 Oct 2009 @ 6:37am

    at least they didn't give him a problem with getting a new card

    my credit card was charged a few bogus charges from paypal. paypal actually contacted me and asked me about the charges because it was suspicious to them. they canceled the charges and recommended i get a new card. capitalone actually tried to convince me not to get a new card and said somebody probably accidentally typed in the wrong credit card number. after enough insisting, they finally issued me a new card, but seriously, i never would have expected that.

    until identity theft is deemed as just another way to steal from a bank or moneylending institution, they won't offer free credit watches and what not. when the problem falls squarely on their shoulders and they have to deal with the fallout instead of the customer, then they'll start being proactive about it.

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