Shell and Citi: Dumb Ass Stupid Management Hall of Fame

I’ve previously cited Shell Oil here as an outstanding representative of DASM (http://www.contrarianconsulting.com/dasm-shell-game/). It turns out their credit card operation is run by Citi.

Some assistant minion in the president’s office offered me $100 of Shell credit if I would consider remaining a customer. I said I would if my credit limit were raised from the $600 that was established 30 years ago, and if they’d stop suspending my card for fraudulent suspicion every time my son used it in California, where he’s lived for over a year and which they know.

Yesterday, the minion informed me that they’d be happy to have me back. BUT, my card was cancelled, so I’d have to reapply online and–you won’t believe this–since my card was flagged for possible fraud in the past, it probably would be again in the future (even though it was their dumb error).

So, adieu to Shell and Citi and the oafs who run these organizations. I was a 30-year customer and have a spotless credit rating, but they’re not into customer retention, they’re into squeezing profits and CYA. So, I repeat, you ought to stay away from organizations that want to take your money and give you the business, instead of provide value and earn your business.

© Alan Weiss 2013

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3 Responses to Shell and Citi: Dumb Ass Stupid Management Hall of Fame

  1. Noah says:

    $600 dollar credit limit? Why on earth would they not raise this?

    This has cost them potentially hundreds of thousands of dollars over the past 30 years…. And I’m only talking about your account!

    Alan, a possible recipient of the DASMLAA? Dumb Ass Stupid Management Lifetime Achievement Award!

  2. Alan Weiss says:

    They refuse to raise the limit, a guy tells me he won’t accept my social security number over the phone (and a superior later admits he should have), I’m told they’ll be “happy to help me end my account,” they want me to jump through hoops so that I can spend more money, and they will keep suspending my card so long as I have California charges, even though I’ve explained they’re legitimate (they gave my son the card). Shell and Citi are not only inept, they are rude and uncaring. Who needs them? Not one executive has ever responded, because these are organizations run by dumb-ass-stupid leaders.

  3. Rob Novak says:

    They don’t know Alan from Adam.

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