1. Tried to request an online refund within 10 days of a previous online refund. Website verbiage misleading, making customer believe that ( s ) he can call customer service to request a refund. 
2. Called citi government credit card services. Entered XXXX digit credit card number and last XXXX of SSN via touch-tone keypad to validate my identity. Once I forwarded to a customer service representative, required to provide XXXX credit card number and last XXXX of SSN verbally over the phone. ( a ) Inefficient - wastes customer 's time & ( b ) security concern - XXXX digit card number and last XXXX of SSN must be passed verbally over phone to customer service rep. I made this call from my workplace & co-workers to my left and right could have copied my information. Completely unsatisfactory. 
3. Customer feedback? Asked my customer service representative to take-down the XXXX concerns outlined above ( XXXX ). Customer service rep did not have a means to collect customer concerns. Asked for her supervisor. Supervisor did not know of a means to collect customer concerns. Sent back to customer service rep to " copy down '' my concerns. If a multi-billion dollar company does not have a means to collect customer comments, it is highly doubtful a customer concern will be heard by management, much less reviewed or implemented. Additionally, Government website does not provide a link to provide feedback : XXXX classic=2Found this online customer feedback link after a google search. Recommend providing a link on the government credit card online banking website to collect, review, and implement constructive customer feedback. 
This XXXX phone call and this survey only solidifies my 20-year loyalty to XXXX and XXXX. After today, I will be reticent to use citi for any of my banking or mortgage needs. 
