Adding Costco Citi Visa to Applepay

Hi all! Wanted to see if I can get any traction on here since Citi customer service has been absolutely abysmal so far.

I recently opened a new Costco Citi Visa card, and of course wanted to get this set up in my Applypay mobile wallet and on my Applewatch. When adding via tap feature, I continually received an error message saying “card can not be added. Reach out to card issuer.” So of course I did that and everything went down hill from there.

Over the course of the last week I’ve been bounced around between no less than 15 different reps and multiple departments, going through the same authentication process and trouble shooting attempts multiple times. I’ve spent no less than 6+ hours on the phone with them in total in a 1 week span. I was asked to reach out to my phone carrier (Verizon) who pretty much Ed laughed at why they would have anything to do with it (I agreed). Asked to reach out to Apple despite having other cards working just fine. I eventually was able to escalate the issue to a supervisor who was still unable to resolve the problem, and just got off the phone with a manager who gave me a lackluster response.

When talking to the manager, I was hoping to get an understanding on how this has been an acceptable customer experience. I was given a half hearted apology and told that there is apparently a known issue with no resolution timeline and to “just keep trying”. I’ll be honest, I don’t buy it. None of the other reps seemed to be aware of a known issue with adding cards to applepay. Furthermore, if there issue a glitch or issue, how would there not be some sort of expected resolution timeline? Is the half assed “I’m sorry” really the best they could have done? I would have appreciated at least an offer to call me back at some point when they have more information on a resolution.

I’m a pretty patient individual I’d say, and understand the limitations of modern day customer service, but this experience has rivaled comcast with the worst I’ve ever had to deal with. My hope is that someone on here can at least validate some of the information I’ve been given, or maybe provide some more insight on a resolution. Even just hearing that Citi customer service really isn’t THAT bad and this is a one off bad situation would make me feel a bit better about the go forward. Thanks all!