I have had a similar experience as Ms Tan.

When I applied for the SMRT card online (for an impending trip overseas), I received no news from Citibank until a month later when I decided to call up to check on the status.

It was then that I found out that someone from Citibank tried to call me a week after I signed up - I was overseas at that time and was not available to answer the call.

When I asked what was so important that they had to hold up the whole application, they said it was to 'verify my particulars'.

It turns out that all the 'verification' process was for me to read out what I had filled in the online application (presumably so that someone can fill in the manual application by hand) - similar to Ms Tan.

I found this to be a redundant and time-wasting exercise - if a call is required, why bother to have an online application process?

The worst part was I had to go through the whole hassle of doing the CPF authorisation online once again so that Citibank can verify my income level - this is despite the fact that I already hold several credit cards with Citibank.

The customer service officer who called me was also clueless about its own products. I had several questions which I asked and which the officer was unable to answer.

For example, she asked whether I wanted an auto-top up amount of $10, $20 and $50.

When asked what the difference was, she said there was no difference.

I later found out that each top-up attracted a service/admin charge - if I had known that earlier, I would have selected the $50 amount.

As another example, the customer service officer was unable to advise me on the process of redeeming my SMRT dollars for 'free rides'.

All in all, it was a bad experience. Though they tried to follow up by sending me further application forms, these forms sit unattended to on my desk.

Peter Lo<.b>