I lost a credit card, as in physically lost it, but had the credit card number and the credit card customer service number. I called the number, multiple times over three days, but could not get through. The phone response system just gave a message about the Coronavirus. Sorry, I have to find a way to do my job, so why can't they? Other credit card companies have a voice-response system that allows you to report a lost or stolen card WITHOUT talking to REPRESENTATIVES who are all BUSY ASSISTING OTHER CUSTOMERS. So, why can't Citizens Bank? I contacted another one on another matter, and guess what? They have the option to enter a call back number and ... wait for it ... they called back! Yeah! I called the Citizens Bank branch in North Canton, Ohio, and asked if they could assist. "No, you have to call the 800 number." It seems that providing little assistance would go a long way toward retaining a customer who has been with you longer than the current organization has existed. He hoped I would understand and hang in there with them, if not, well they were sorry to hear I would possibly switch banks. REALLY!!! Offering to help a customer is basic, why can't they grasp that? Upon receiving the new card, I attempted to call the 888 number to activate it. After putting in my 16-digit account number, it put me on hold to wait, "longer than 30 minutes." to speak to a REPRESENTATIVE. Really? I just want to activate the card, so why do I need to speak to anyone? It seems that activating cards in the past has been automated. So, what has happened? In closing, it would be even more annoying to switch banks at this time; however, once this mess, which was at least in part created by mismanagement in the federal government, is over I will be switching banks. I will be polite, I will not explain why, since they should already know why, and take my meager funds that survive the crisis, which could have been at least significantly mitigated (look at Germany, who is now treating the poor people of Italy and other places in Europe, and at South Korea) and head down the street to the institution led by Jamie Dimon, an enlightened individual. User's recommendation: Make up your own minds.