In my credit card statement this month, there was a blurb that said I could pay my bill online by directly transferring money from my bank account. Great idea!
It would save me the hassle of writing out a check and then having someone put the check into a drop box. The blurb on the pdf statement had a link. But I could not click on it. So, I went to the Citibank India website and looked and looked. I could not find the link that would allow me to do this.
I tried 'Bill Pay' but that was only for utility bills. I thought maybe I need to generate an IPIN (some kind of password) to be able to access my account. I clicked on the link to do this and went through the motions. Finally I was brought to a screen where I had to choose an IPIN using a 'Virtual Keyboard'.
I typed an IPIN I chose twice (following all the rules specified - including one that said, "No two consecutive letters should be similar! Now what the heck are similar letters? Are i and l similar? Letters are either same or different. Never similar or dissimilar! It was clear to me by now that the site was designed by an imbecile). I clicked on Submit.
I was shown a page that gave an error. Now it just said there was an error and listed 7 possible causes of the error, none of which applied to me (most of them were about changing a HPIN rather than what I was trying to do which was creating a new IPIN!
I tried the same thing about a gazillion times before calling Customer Care who made me do it another gazillion times before concluding that there could be a 'System Error'. Now, he suggested that I make a request to have the IPN sent by snail mail. I agreed haplessly. Never mind if I lost the 100 points that would have been added to my account had I been able to register for this online. Never mind that the time spent for the 2 into gazillion times I tried to do it manually. Get the deed done, I thought.
In passing I mentioned that the reason I was trying to get the IPIN was that I wanted to pay my credit card bill online.
"You don't need an IPIN for that, sir"
"Then how do I do it"
He then talked me through finding the link to do this and that did not need an IPIN.
Talk about usability! They should have given the development of their website to Effigent and we would have done a much better job!