筆者之前發過一篇水文，講述當時疫情期間銀行客服人手不足，大家在家閒著沒事做就打電話找客服，導致想轉卡時電話打不進去。隨後 Citi 加強了線上客服部門，透過線上聊天實現快速轉卡。但是客服會逐條跟你確認 Terms，導致需要 30-40min 才能最終轉卡：
近期經過 Darren 及筆者測試，透過 Chat 轉卡已經快很多了，現在客服會把所有 terms 一次丟給你看，而不是逐條跟你確認。本來也是很簡單的事情，逐條確認確實沒必要。現在大概只需要 5-10min 即可完成轉卡，如果是業務熟練的小哥，大概 2-3min 即可幫你搞定。
完整的 Terms 確實很長，如下：
ANs will remain in current status after conversion. Any open VANs will continue to be authorized. Account number will not change. Annual Membership Fee will be credited after pending conversion has completed You earn 2 thankyou points per dollar on purchases at supermarkets and gas stations for the first $6,000 per year and then 1 point per dollar thereafter. You earn 1 point per dollar on all other purchases. Your points will be rounded up to the nearest 10 points on every purchase. You'll get 10% points back for the first 100,000 points redeemed per year. You will not receive points back on point sharing transactions. Purchases exclude balance transfers, cash advances, cash-like transactions such as traveler's checks, gaming chips and betting transactions, lottery tickets, loads or reloads of balances on gift cards or prepaid cards, person-to-person payments, citi flex loans, the transfer of purchases into citi flex pay, returned or unauthorized charges, and interest and account fees. With 30 days notice, we can change the rewards terms or terminate the program. You will receive a complete copy of the citi thankyou rewards terms and conditions with your new card. Upon conversion, you may no longer be eligible for any special rewards offers associated with your previous account. Important product differences Citi rewards+ Feature description Change in late fees Change in bad check fee to $40.00 Change in foreign transaction fee to 3.00% Change in annual fee to $0.00 Lose aa platinum no cap Lose aa platinum 1 mile $ 1.00 Lose 25% off inflight purchases Lose reduced mileage awards Lose aadvantage miles (view) Lose aa baggage waiver Change in balance transfer fee From 3% to 5% of the amount whichever is higher per transaction YOUR Citi/AAdvantage Platinum Select World Elite Card ACCOUNT WILL BE CONVERTED TO A Citi Rewards+ ACCOUNT. YOUR ACCOUNT NUMBER will not CHANGE. YOU WILL RECIEVE A CONFIRMATION LETTER WITH THE NEW TERMS AND CONDITIONS. THE NEW BENEFITS WILL BE APPLIED TO YOUR ACCOUNT WITHIN 11 DAYS AND YOUR NEW CARD SHOULD ARRIVE WITHIN 10-14 BUSINESS DAYS. THE NEW ACCOUNT PRICING, INCLUDING ANY FEE CHANGES, WILL BE APPLIED ON 08/11/2020. YOU HAVE UNTIL 08/10/2020 TO CANCEL THE REQUEST. IF YOU DO NOT AND YOUR ACCOUNT MEETS OUR CONVERSION CRITERIA YOUR ACCOUNT WILL BE CONVERTED WOULD YOU LIKE TO CONVERT YOUR ACCOUNT? Perfect! Could you please help me with your mailing address on file? Thank you.
