CONTACTS 

SUBJECTS
Citi Bank Online Services Customer Internet Computer Upgraded System

0603 -
0603 -    ..
0604 - Summary/Objective
0605 -
060501 - Follow up ref SDS 1 0000.
060502 -
060503 -
060504 -
060506 -  ..
0606 -
0607 -
0608 - Background
0609 -
060901 - Yesterday morning at 0840 Millie suddenly could not access her Citi
060902 - Bank account. ref SDS 1 M65H  Millie tried several commone steps, and
060903 - nothing cleared the problem. ref SDS 1 H47R  She tried calling Citi
060904 - Bank, and was connected to people in India.  Communication was
060905 - difficult to understand. ref SDS 1 BH47  Millie was told someone would
060906 - call back in an hour to solve the problem. ref SDS 1 IA6F
060908 -  ..
060909 - Yesterday evening about 1700, Millie tried again to access her
060910 - account.  The problem persisted. ref SDS 1 PQ3Q  She called Citi Bank
060911 - again and was told the bank recently upgraded online services and so
060912 - the system was down for fixing problems. ref SDS 1 025C
060913 -
060915 -  ..
0610 -
0611 -
0612 - Progress
0613 -
061301 - Talked to Michael Mp26142.  There is no telephone number for
061302 - contacting Michael.  There is a general number that isolates staff
061303 - from effective follow up...
061304 -
061305 -           800 374 9700
061307 -  ..
061308 - Michael is in 2nd level tech support at Citi Bank.  He did a great job
061309 - restoring access to Millie's bank account.
061313 -  ..
061314 - Michael suggests trying to restore access with Internet Explorer on
061315 - c14...
061316 -
061317 -    Open Internet Properties
061318 -        Security
061319 -           Trusted Sites
061320 -             Sites
061322 -  ..
061323 - Micheal proposes adding...
061324 -
061325 -               https//:*.citiback.com
061326 -
061327 - ...to trusted sites.
061329 -  ..
061330 - This seemed to clear the problem, so that Millie can access her
061331 - account stuff.
061333 -  ..
061334 - Michael wanted to reset Advanced settings to defaults which would have
061335 - turned on Activex Controls...
061337 -  ..
061338 - Initially resisted.  Finally decided to try this with active x
061339 - controls on.
061341 -  ..
061342 - IE still applies activex access messages, so have not solved that
061343 - issue, which is separate from Citi Bank access.
061345 -  ..
061346 - Firefox...
061348 -  ..
061349 - Could not get Firefox to work with Citi Bank online access.
061350 -
061351 -        changed Tools Options Advanced
061352 -
061353 -            Certificates
061354 -
061355 -           x  Select one automatically.
061357 -  ..
061358 - This did not work.
061360 -  ..
061361 - Michael suggested removing and installing Firefox again.
061363 -  ..
061364 - After the call, removed and installed Firefox.  This restored access
061365 - to Citi Bank online banking.
061366 -
061368 -  ..
0614 -
0615 -
0616 - 1337
0617 -
061701 - Millie returned from Wellness Community support group.
061702 -
061703 - She tried accessing her account and this worked.
061705 -  ..
061706 - Problem solved.
061707 -
061708 -
061709 -
061710 -
061711 -
061712 -
0618 -