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Citicards - Ken [snip] is still at it
Credit card - Complaint
Review by jaquemac44 on 2012-04-30
Rating: 
SIOUX FALLS, SOUTH DAKOTA -- Most of the reviews I've read are older, but I'm letting you know that CitiCards and Ken [snip] are still at it.
My husband died in December and I finally got to changing our MasterCard (he was the primary) to my name. I was at CitiBank with one of their service reps and got CitiCard on the phone to see what I had to do. I was told that I could assume the account, I just needed to fill in the form and send it in within 30 days - which I did. A week ago I called for the status and neither the representative or her supervisor could help. They both said they didn't know if I could assume the account but, as it might take a month, to call back.
Yesterday, I received the MasterCard bill in the mail - still in his name. I called back and spoke with another representative who told me, after checking with her supervisor, that the first representative shouldn't have told me that. They no longer allowed spouses to assume the accounts for their deceased spouse. The only thing she could say was "I'm sorry". I told her that didn't cut it. She said there was nothing I could do - so I got "Ken [snip]" name and address and planned on writing him to see if something could be done - then checked online and saw what I fiasco it is to deal with him.
I still planned on writing when, last night, I was at the store and tried to use my card - IT WAS DECLINED!!! My balance is only $95 and isn't due until next week. So, I paid cash and walked out in shock. I called again, and this time spoke with James who said he is a manager. He informed me that my account had indeed been closed. Now, AT NO TIME in this whole fiasco had I been told that the account would be closed immediately. Now I'm left to go through applying for another card and waiting for it to be approved and mailed. All James could say was "I'm sorry" (sound familiar) although he did sound remorseful when he said he wished there was something he could do and agreed that the whole matter had been handled poorly from the start - but no luck on the card.
So, in the interest of expediency, I applied for a new card with them - for the time being. I need a card as soon as possible for emergencies. So the witch - excuse me, representative - that I spoke with (and her supervisor Nicole) closed my account the minute I hung up if not sooner without telling me they were doing it. Now I might add- we've had that card and been cardholders in good standing since 1993 - we're not slouches. And it was all part of a CitiGold account. We've been very good customers between the card, numerous checking and savings accounts, a mortgage, and money market accounts with CitiBank.
So, too many "I'm sorry's" later I've been approve for a new account (lower credit line, of course) and will be awaiting my new card - in the meantime I can't charge anything if I need to. Throw the widow out into the cold - at least I paid off the mortgage so they can't get me for defaulting on that. Next up is my letter to Ken [snip]. Citi strikes again!!
My husband died in December and I finally got to changing our MasterCard (he was the primary) to my name. I was at CitiBank with one of their service reps and got CitiCard on the phone to see what I had to do. I was told that I could assume the account, I just needed to fill in the form and send it in within 30 days - which I did. A week ago I called for the status and neither the representative or her supervisor could help. They both said they didn't know if I could assume the account but, as it might take a month, to call back.
Yesterday, I received the MasterCard bill in the mail - still in his name. I called back and spoke with another representative who told me, after checking with her supervisor, that the first representative shouldn't have told me that. They no longer allowed spouses to assume the accounts for their deceased spouse. The only thing she could say was "I'm sorry". I told her that didn't cut it. She said there was nothing I could do - so I got "Ken [snip]" name and address and planned on writing him to see if something could be done - then checked online and saw what I fiasco it is to deal with him.
I still planned on writing when, last night, I was at the store and tried to use my card - IT WAS DECLINED!!! My balance is only $95 and isn't due until next week. So, I paid cash and walked out in shock. I called again, and this time spoke with James who said he is a manager. He informed me that my account had indeed been closed. Now, AT NO TIME in this whole fiasco had I been told that the account would be closed immediately. Now I'm left to go through applying for another card and waiting for it to be approved and mailed. All James could say was "I'm sorry" (sound familiar) although he did sound remorseful when he said he wished there was something he could do and agreed that the whole matter had been handled poorly from the start - but no luck on the card.
So, in the interest of expediency, I applied for a new card with them - for the time being. I need a card as soon as possible for emergencies. So the witch - excuse me, representative - that I spoke with (and her supervisor Nicole) closed my account the minute I hung up if not sooner without telling me they were doing it. Now I might add- we've had that card and been cardholders in good standing since 1993 - we're not slouches. And it was all part of a CitiGold account. We've been very good customers between the card, numerous checking and savings accounts, a mortgage, and money market accounts with CitiBank.
So, too many "I'm sorry's" later I've been approve for a new account (lower credit line, of course) and will be awaiting my new card - in the meantime I can't charge anything if I need to. Throw the widow out into the cold - at least I paid off the mortgage so they can't get me for defaulting on that. Next up is my letter to Ken [snip]. Citi strikes again!!
Comments:
Posted by trmn8r on 2012-05-01:
I can understand a bank not wanting to change a secondary card holder to the primary once the primary has died. I was on my mom's account, and it wouldn't make sense for the bank to transfer that account to my name after she passed. With a husband and wife, I can see how one might assume it should apply, but it doesn't surprise me in today's credit climate that they don't do it.
I would chalk this up to an error on the part of the CSRs. You said that an "I'm sorry" doesn't "cut it", but I don't understand why that is. It was a mistake. I also understand how this causes you inconvenience, but in my opinion that doesn't mean they should make an exception to their policy.
I would chalk this up to an error on the part of the CSRs. You said that an "I'm sorry" doesn't "cut it", but I don't understand why that is. It was a mistake. I also understand how this causes you inconvenience, but in my opinion that doesn't mean they should make an exception to their policy.
Posted by JISCal2 on 2012-05-01:
This is not a good way for Citi to keep customers, but it does not surprise me. You have been though and continue to go through a rough time with Citi. Losing a spouse is a pain I would never want to go through and the frustration you feel now I am sure is magnified. I am not saying you are wrong to feel the way that you do, but write your final letters to Citi and then let it go. In the end they don't care about you or any customer; just the almighty dollar. Don't spend your energy on them. It isn't worth it.
Posted by tnchuck100 on 2012-05-01:
First, as soon as I ran into a problem I would have advised them if they cannot change the account to MY name then they can just write off the balance. Turning a deceased person over to collections will definitely gain them a lot.
Second, after being treated so shabbily I absolutely would not open another account with them. I would go elsewhere to obtain a new credit card.
Second, after being treated so shabbily I absolutely would not open another account with them. I would go elsewhere to obtain a new credit card.
Posted by CowboyFan on 2012-05-01:
Credit cards and credit limits are based on the earning power of the primary card holder. A secondary user may not have the financial ability to pay the account, and it makes sense to not allow assumption of the account, but require a new credit account to be established.
Credit card companies always close accounts without notice, because the reality is that if they sent out a letter saying in two weeks we will be closing the account, some people would charge everything they could during that two week period with no intent to pay it back.
This review is helpful because it highlights the need for spouses (primarily wifes) to have their own credit card in their name, while their spouse is still alive. I am sorry for your lose.
Credit card companies always close accounts without notice, because the reality is that if they sent out a letter saying in two weeks we will be closing the account, some people would charge everything they could during that two week period with no intent to pay it back.
This review is helpful because it highlights the need for spouses (primarily wifes) to have their own credit card in their name, while their spouse is still alive. I am sorry for your lose.
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