The folks at Citibank need to get some pointers from usability experts. I had a query about my credit limit, so I went to their website and clicked on the 'Contact us' link. I was taken to a form where I selected my credit card number (I had already logged in), entered my query and clicked on Submit. No issues so far. But here is the catch: an answer to my query will not be emailed to me; instead, it will be posted in the same page. I just need to remember to periodically drop in there and check.

It's not like they don't have my email address, either. In the very form where I filled out my query, I saw my email address displayed. It was in an editable field, implying that the reply could be sent to another address if required.