It’s no longer possible to send secured messages to Citi. It’s not clear why Citi has removed this functionality, although it appears at least some things will be done via live chat instead of secured message. If you have existing secured messages it’s still possible to view those, but there is no longer a ‘reply’ option. I would back up any important secured messages you have, especially if those messages contain any promises (e.g ‘yes we will match you to that bonus or yes you’re eligible for that bonus’).
Hopefully they are just replacing secured message functionality with live chat and it will be possible to ask for matches via live chat (update: has been possible previously). I know a lot of readers prefer to just ask for these types of matches by text rather than having to call in.
Hat tip to bplturner
View Comments (71)
Stupid quest, how do I set up an online account to see a business card from Citi? All I see is my double cash card.
Yeah I just tried to bonus match a new AA card via chat and via phone and neither worked :(
I can send secured messages now.
I signed up for the citi business card 70,000 miles/$4,000 spend. I chatted with a rep about getting 75,000 miles instead. They said they would forward my request and i would receive a notification once the request was completed. In the meantime, I sent an SM using the workaround above that was never read. I haven't met the MSR yet but now I have 5,000 bonus miles in my account and am not sure which method worked...
I don’t understand you apply for a 60 k offer and they match you to the 75k? What do you ask ?
I sent a secure message asking for a match using the workaround (Credit Services -> Request Credit Line Increase -> Email Customer Service) 24 hours ago, still sitting as "unread". However a couple of hours ago I sent another message asking for a credit line decrease which was read and processed in a matter of hours.
Update: two days later, a very friendly rep called me to say they were adding 15k miles to my account as requested. She apologied for no response to the SM as they are disabling that feature. All in all, quite happy with the outcome.
I only see an option/app for credit increase. How did you ask for a credit decrease?
Exact same dp as Kevin D. Used workaround, no response, got a call from a very nice Citi rep saying that they will add the 20k miles (from 40k to 60k) as soon as I meet the spending requirement. She said they would send a letter confirming this change. Very happy with the outcome, as well!
same as me. No reply. Damn shiti
I chatted with citi to close a card and they refused and said I had to call. HOWEVER, they replied with the following:
Quote:
I am sorry to inform that, Currently we are upgrading our website and the secure message center is discontinued to make room for the new option to send messages. Soon the new version of the site will be launched.
I am still seeing this feature today. I have a deposit account linked to the ID.
Same here
Just wanted to Update everyone. My 2nd time Getting the 60k American Airlines Citi Card Personal Version. waited 24 months from closing it back in 2016 around this time. anyway i still have the ability to send secure messages as well. I have a savings account and i am priority. i have a few credit cards with citi. I just went to the bottom of the page and clicked contact us from there it was straight forward. I asked for the 75k Match. Couple months ago I secured messaged Citi for my wife for the same 60K American Airlines Citi Card Personal Version and they matched and approved for the matched offer of 75k aa miles. Ill Update to see if it comes through this time for me.
This article is incorrect. When I login under my Citi personal ID, I can still send secure messages. Only the Secure Message feature under my business ID has been set to read-only.
I checked again and I can't send any SM anymore.
Do you have a deposit account?
On a related issue, does anyone know if you can do SMs with Capital One? I looked recently but didn't see anything terribly obvious in my account, so I didn't know whether it was because I wasn't looking in the right place or they removed that option.
If you have Citibank checking, You still can send SM
I think most people in the general population won't really care. Most tend to call if and when needed and more importantly, how often does a "regular" cardholder even contact customer service? My guess is Citi is just trying to remove features that aren't being used much (at least, not used much by the people they want to be using it).