1 reviews | Active since Oct 2023
Citiq SLA and acting on submitted e-mails
This is their promise, as per a mail received recently, after having to submit my request like 4 times: "We have a 12-hour turnaround time on our emails" In the end, this request for assistance was actually resolved by ourselves - Ticket #235230. The ticket number was only received 3+ days later and feedback from me to Citiq advising them to close the ticket, was not responded to as well. However, I have submitted another request for assistance on 06/03/25 (09:26am), followed it up on 07/03, again on 09/03 and again on 10/03 and yet again on 12/03... Up to date, NO automated acknowledgement and Ticket number was received and from the starting date to date, basically we have now reached day 8, without any reply. Both incidents, are indeed a good example how not to communicate with your clients and how not to miss your own SLAs all the time. This is totally unacceptable and, in my mind, vey disrespectful towards the client as well.
As per our telephone conversation, we sincerely apologize for our unsatisfactory service. Our SLA has been affected recently and we are actively working towards resolving this. Our team is also looking into the auto-response factor. Kindly be advised that the tenant has activated the new user profile and things seem to be working fine.
Your feedback has been escalated for the betterment of our internal processes. For any further concerns, please feel free to reach out to us.
Kind Regards,
Citiq Prepaid Team
As per our telephone conversation, we sincerely apologize for our unsatisfactory service. Our SLA has been affected recently and we are actively working towards resolving this. Our team is also looking into the auto-response factor. Kindly be advised that the tenant has activated the new user profile and things seem to be working fine.
Your feedback has been escalated for the betterment of our internal processes. For any further concerns, please feel free to reach out to us.
Kind Regards,
Citiq Prepaid Team
As discussed telephonically on Friday, we received the new profile and completing the action was successful and the new profile seems to be ok.
We will only finally know, once we tried using it to purchase a new token by the end of the month...
Thanks for investigating your internal procedures and processes, especially as to why we only once received an automated mail from your system, on two different e-mails, with a lot of follow ups afterwards.
Remember to ensure that answers like "using a different banking APP", should also be looked into...
Thank you very much.
As discussed telephonically on Friday, we received the new profile and completing the action was successful and the new profile seems to be ok.
We will only finally know, once we tried using it to purchase a new token by the end of the month...
Thanks for investigating your internal procedures and processes, especially as to why we only once received an automated mail from your system, on two different e-mails, with a lot of follow ups afterwards.
Remember to ensure that answers like "using a different banking APP", should also be looked into...
Thank you very much.