She received a letter from the bank informing her that there will be a $10 monthly service fee in future for bank account with less than $5,000 balance.
Upon seeing this, she wrote in to the bank to request for her account to be closed with details of her account number and contact information including best time and day to call her.
This is the reply she received from the bank.
"This channel is provided for general inquiries on our products and
services. For inquiries and instructions pertaining to your account(s),
please communicate with us via any of the following channels:
1. our 24-Hour CitiPhone Banking at 6225-5225
2. a signed letter sent to Citibank Singapore Limited, Robinson Road P O
Box 330, Singapore 900630
3. Citibank Online. You will need to log in via CitiCard (ATM Card) or
Credit Card number and the related ATM PIN. To send us a secured
message, please click on the mailbox icon at My Home, then "Compose New
We appreciate your understanding on this matter."
Instead of forwarding the request to the relevant department for follow up, the customer service representative asked her to send in her request again.
Is this their standard operating procedure? Are they making it easier for themselves or for the customer?