Citibank N A Complaint - 7 month war. - creditcard
Please bear with me this is a long story.
ok to start a little background the Citibank credit card I had (Yes had) began as a RadioShack store credit card with a $500 limit in 2002, then in 2005 the account was bought by Citibank and they converted it to a full fledged credit card. for the next 5 years the APR and the Limit on the card steadly improved. I used this card very little until about 3 years ago when do to some events beyond my control I had need of it to cover the large costs encurred by these events. all was well until early April of 2009 when I received a letter from Citibank stating that they were inacting a new cardholder agreement and that I could ether accept it or if I wished to keep my current terms I had to close the account, the new terms were to raise my nice low fixed APR to a high variable APR (about 5 times my current at the time). to which I responed by calling them, letter still in hand and informing them that I wished to decline the new terms and to close the account so as to keep my current terms. The lady I spoke to expressed her regret that I wished to no longer keep my account and then proceeded to finalize the closing of the account and the Decline of the new terms. when the next bill arrive I found that they had closed the account but had failed to Keep my APR at the correct low fix APR and had instead raised it not to the high Veriable one in the letter but to a verable one 5% higher then it even. I then called them to correct this, to which after explaining to the lady that answered that I had called and declined the new terms thus closing the account she proceeded to get a superviser on the line as she did not have the power to correct this. I the had to repeat everything again to the superviser, who then assured me tht this would be fixed and the account credited so as to make things right. ok problem solved right? WRONG! the next month no change still at the same APR and no Credit for the extra finance charges incurred by it. so once again I call and go through the same prcess as before this time I request a return call from the other department that must fix this (was not told that they had to be involved last time) and got the name and ID# of the Supervisor so if I needed I could refer back to her (they had no record of the call from the month before.) for the next two months the same thing no change, call repeat previous conversation and get new supervisors ID# for future use. next month still no changes made when I called this time the supervisor Did apply a nominal amout to off set the diffence in intrest for that one month. by now it is September I receive the next bill and no surprise still messed up. so I call in and get ahold of a VERY RUDE supervisor who proceeds to tell me that there is absolutely nothing she can do that I did not opt-out of the new terms during the alloted time span and that that time span had ended in Febuary to which I asked how I could have done so when I was not notified of the option to opt-out and of the new terms till April (the letter was postmarked April 3rd). she replied that was not her concern and that it was my problem and she could do nothing more to help me. when I told her that I would like to speak to her supervisor she rudely informed me that she was as high as it went and that was that then proceeded to hang up on me. after cooling off for a bit I called them again this time I got ahold of the one fellow that did do something and I am commend him greatly as he made it a personal matter to resolve this once and for all for me. he never once put me on hold but instead when calling other deptments or conversing with others place me in a three-way conversion with them so I could hear everything that was said, and then proceed to stay on the line with me while the other department did it's part. after 3.5 hours on the phone with him he told me that the other department had made all the needed changes and that they would take effect at Midnight and then credited my account a amount sufficent to cover the additional charges from the higher APR and some for the inconvenence of fighting this for 5 months. then he gave me his full name, ID, Direct extension and a Personal Cell number, and told me that if I had not heard from him by Noon the following day to call him. the next day I received a phone call at about 10am from anouther supervisor who appoligized profusely for the first on not calling me but that he had a family emergency and had requested that this supervisor call me to confirm that all the changes and the credit had been applied as he had promised. so in closing yes I did get my problem fixed to my satifaction but I owe it completely to one person who went above and beyond not to the general way that this company does buisiness.