I have been trying to upgrade my Citi Premier card to Citi Prestige, and the experience has been absolutely infuriating. The customer service teams are completely unaligned, repeatedly sending me automated or bot messages that make no sense.When I called the call center, I was told that since I am upgrading to a card with the same “Thank You Points” program, my points should not be lost. Yet, after submitting all required documents, giving consent, and agreeing to pay the AED 1,500 yearly upgrade fee over a week ago, I am still getting ridiculous, generic responses. Every time I respond, I get the same bot-like messages. When I request a call back? Nothing. No one calls.Their latest response suggests my points will lapse—despite the fact that the call center confirmed they won’t. It’s as if no one in the bank talks to each other, and their processes are completely broken.How is this bank even operating in 2025? The lack of coordination, accountability, and basic human communication is shocking. Citi UAE, you are failing your customers miserably.
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