I've had credit cards from a number of vendors (Discover, Chase, Citibank, MBNA). This is the worst company I've worked with. I pay off my balance every month (which is probably why they don't like me). I got a Citibank card a little over a month ago and get paperless statements. I went online to pay my bill as I've done with every other credit card I've ever owned. When I tried to set up my checking account information, it asked me for a "secret phrase that I created when I set up my account." No matter what I tried, this did not work. There was a link to "get a hint," but that did not work. Since I signed up for paperless statements, I don't get a bill I can pay by mail. I called customer service to pay off my balance (either with a different credit card or by check - I didn't care), and they told me that there was a $14.95 fee to pay off my balance by phone. Ridiculous! I can't pay by mail, I can't pay online, and they want to charge ~$15 to pay by phone? I've never experienced that with another CC vendor. Their online interface is *absolutely awful*, and I used to have a Chase card!