topic Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster) in Rebuilding Your Credit

Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

oceanbay — Mon, 24 May 2021 21:46:22 GMT

Long story, as short as I can, I'll take any advice/help I can get:

I live in Texas and in late Feb 2021 we had mass power outages, with two separate FEMA declared disasters. I was impacted (no power for most of the days noted by FEMA here.).

My bestbuy citi card was already late (due Jan 21, 2021) and of course, the timeline above when I did not have power is when my second payment was due. I did not pay it, as I did not have power/was more worried about staying warm/taking care of the family.

Actions I took:

I called Citi on March 3rd after paying the balance in full, told them the story and asked them to look into it. The supervisor I talked to said "we can take care of this, just this one time for you". I later found out, she filed the wrong request, nothing changed.
I called back at the beginning of April. Was told "yes, your payment fell into a FEMA disaster declaration time frame, your payment should've been zero and you should not have had to deal with a payment". Was told the prior request was done incorrectly. She assured me that she'd take care of it.
At the beginning of May I called once again and was told that "your request was denied, don't know why, double checking, yes, you do qualify for the FEMA help and no you should not have a late payment submitted and your account should be restored." She also told me to write a letter to the Citi Office of the President, which I did last week.
Today, I get a call back from the lady from Citi this is what she told me:

"Sir, I regret to inform you that because the payment was already due from Jan 2021, you were also late in Feb 2021 and therefore, no changes will be made"

I asked about the FEMA officially recognized disaster "sir we already took away the late fees and made no payment due for March/April".

So I pressed her on: "basically what youre saying is, even though I didn't have power for that 7-10 day period when my payment was due, it is offically recognized by FEMA has a disaster Citi is unwilling to change my account"

And she said "we are treating everyone the same here sir, trying to be fair" and I said "well, this isn't fair, if I lived in Hawaii and had no power outage during this time, I wouldn't have missed the payment"

I then asked "so suppose I paid in Jan and didn't in Feb, what youre telling me is that I wouldnt have to have paid in Feb because of the disaster, right? So it wouldnt have been treated as a late payment? How does that make sense?"

Then I pressed her on the other account supervisors assuring me this would get resolved, that I should not be penalized for this and she refused to comment. At the end of the call, she starts getting mad at me, tells me that she cant hear me very well and hangs up.

TLDR: Citi is screwing me during a FEDERALLY recognized DISASTER time frame - the lady at the office of the president, I think, is in the wrong. What else can I do now?

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

Anonymous — Mon, 24 May 2021 21:48:47 GMT

Am I following that you were already late prior to the Texas disaster and you want them to lump that into the disaster and forget all about it?

What exactly is it that you are wanting out of them?

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

oceanbay — Mon, 24 May 2021 22:09:19 GMT

Yes - what I am asking for here is a goodwill period due to 10 days of not having power to pay the bill, which I did, in full, as soon as my power came back.

Also, multiple different Citi account supervisors told me for the last 90 days that, in fact, this would be done no problem.

My second payment due date was smacked dab in the middle of the storm when I had no power (and no phone for that matter). I paid the account in full immeadiately upon restoration of my power (and getting other things in order like going to the grocery store for the first time in a week). It's not like I was sitting here twiddling my thumbs "oops, I forgot to pay - hey Citi it snowed this weekend, can I get a goodwill adjustment?"

Is that really unreasonable?

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

Anonymous — Mon, 24 May 2021 22:10:40 GMT

@oceanbay wrote:
Yes - what I am asking for here is a goodwill period due to 10 days of not having power to pay the bill, which I did, in full, as soon as my power came back.

Also, multiple different Citi account supervisors told me for the last 90 days that, in fact, this would be done no problem.

My second payment due date was smacked dab in the middle of the storm when I had no power (and no phone for that matter). I paid the account in full immeadiately upon restoration of my power (and getting other things in order like going to the grocery store for the first time in a week). It's not like I was sitting here twiddling my thumbs "oops, I forgot to pay - hey Citi it snowed this weekend, can I get a goodwill adjustment?"

Is that really unreasonable?

Yes, it's unreasonable if your account was already delinquent prior to the disaster. That's why I specifically clarified your account standing in my first post.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

oceanbay — Mon, 24 May 2021 22:15:55 GMT

I disagree - who are you and who is Citi to say that, had I not been impacted by a federally recognized disaster that I still wouldn't have paid on time? The disaster occured one week after my first statement that ended/was late.

And again - mutliple citi account supervisors disagree with you also, apparently. So they are allowed to tell me that it will be fixed, that I am covered/protected and yet it's not? How is that even legal?

Finally, if Citi agrees, why did they waive my late fee in Feb without me asking them to do so? Why did they retroactively adjustment my January statement? Why did they adjust interest charge without my request?

I think I got a bad rep at the "office of the president" and am looking for alternative routes to have this reviewed. Would love any help/guidance on what to do next steps, not have random people other the internet validate or invalidate my case.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

Brian_Earl_Spilner — Mon, 24 May 2021 22:49:13 GMT

Based on what I'm understanding, your Jan payment was not reportable because it was under 30 days late and you're arguing that it wouldn't have been had you not been in the disaster and able to make your payment for Jan and Feb. Is that right?

Normally to qualify for relief, your account has to be in good standing, which yours wasn't.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

oceanbay — Mon, 24 May 2021 22:21:25 GMT

@Brian_Earl_Spilner Yes - my argument is that, had I not been a part of a disaster, I would have made the Feb payment on time and thus avoided all of this. However, that isn't what happened.

I'm just really angry because multiple people at Citi said there should be no reason it isn't corrected. No one, not even the woman I talked to from the "office of the president" mentioned anything about qualifying because of the existing status. All she repeated was "well sir it was late so we reported it like we normally would" She never said "well because you were already late you dont qualify for protection".

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

Anonymous — Mon, 24 May 2021 22:21:11 GMT

@oceanbay wrote:
Yes - my argument is that, had I not been a part of a disaster, I would have made the Feb payment on time and thus avoided all of this. However, that isn't what happened.

I'm just really angry because multiple people at Citi said there should be no reason it isn't corrected. No one, not even the woman I talked to from the "office of the president" mentioned anything about qualifying because of the existing status.

Sorry, that's not how this works. Payment due date isn't a suggestion, unfortunately. They aren't going to "reward" you for intending to play the "I was only planning to be 29 days late game, but the snow thwarted my plans"

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

oceanbay — Mon, 24 May 2021 22:26:33 GMT

@Anonymous Thanks for your insight.

Just for repetition, who are you to say that's what my situation was? Who are you to say I would't have Paid? Again - the coverage of the FEMA event started one week after I recieved my last statement in the mail. So it wasn't waiting until the last day and by the grace of god it snowed...it was a 10 day period.

And not that it should matter, but this is a 10 year old account, with zero lates, with a $20,000 credit limit. My balance TOTAL was $20. Its not like Im some perpetual payment misser or wracked up some insane debt.

That said - do you have any guidance or advice on what other potential avenues of attempting to connect with Citi I might have? That's really the reason for the thread.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

Anonymous — Mon, 24 May 2021 22:28:56 GMT

@oceanbay wrote:
@Anonymous Thanks for your insight.

Just for repetition, who are you to say that's what my situation was? Who are you to say I would't have Paid? Again - the coverage of the FEMA event started one week after I recieved my last statement in the mail. So it wasn't waiting until the last day and by the grace of god it snowed...it was a 10 day period.

And not that it should matter, but this is a 10 year old account, with zero lates, with a $20,000 credit limit. My balance TOTAL was $20. Its not like Im some perpetual payment misser or wracked up some insane debt.

That said - do you have any guidance or advice on what other potential avenues of attempting to connect with Citi I might have? That's really the reason for the thread.

So, then why didn't you make this $20 payment on time in January then? Why was the February payment even needed?

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

Cowboys4Life — Mon, 24 May 2021 22:32:25 GMT

@oceanbay wrote:
@Anonymous Thanks for your insight.

Just for repetition, who are you to say that's what my situation was? Who are you to say I would't have Paid? Again - the coverage of the FEMA event started one week after I recieved my last statement in the mail. So it wasn't waiting until the last day and by the grace of god it snowed...it was a 10 day period.

And not that it should matter, but this is a 10 year old account, with zero lates, with a $20,000 credit limit. My balance TOTAL was $20. Its not like Im some perpetual payment misser or wracked up some insane debt.

That said - do you have any guidance or advice on what other potential avenues of attempting to connect with Citi I might have? That's really the reason for the thread.

If the Executive Office and the CEO of the company have declined to intervene you are out of luck. No one lower is going to over ride their decision.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

oceanbay — Mon, 24 May 2021 22:36:35 GMT

@Anonymous My automatic payment used for the account (checking) was noted as having fraud by my credit union and my account was locked/closed at the end of Jan, which is why I missed the first one. Obviously, with a new account number, the automatic payments never worked again and I just forgot to change all of my different payment accounts.

This is the last time Im responding to you - I get you feel high and mighty, but before this my credit score was over 800 with zero issues whatsoever. That's why this one thing has me so angry. In fact, my credit score is still over 700, but it should be where it was. I dont need to explain my life or situation to you. I was hoping that people who have experience getting **bleep** like this removed, especially when there is a valid reason of any kind, would be able to chime in and help me understand what actions I can take.

@Cowboys4Life - it was the CS office in TN, not the CEO's office. Is that different?

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

Brian_Earl_Spilner — Mon, 24 May 2021 22:51:08 GMT

@Cowboys4Life wrote:
@oceanbay wrote:
@Anonymous Thanks for your insight.

Just for repetition, who are you to say that's what my situation was? Who are you to say I would't have Paid? Again - the coverage of the FEMA event started one week after I recieved my last statement in the mail. So it wasn't waiting until the last day and by the grace of god it snowed...it was a 10 day period.

And not that it should matter, but this is a 10 year old account, with zero lates, with a $20,000 credit limit. My balance TOTAL was $20. Its not like Im some perpetual payment misser or wracked up some insane debt.

That said - do you have any guidance or advice on what other potential avenues of attempting to connect with Citi I might have? That's really the reason for the thread.
If the Executive Office and the CEO of the company have declined to intervene you are out of luck. No one lower is going to over ride their decision.

Basically, this. The only thing you can do is try to appeal with them.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

oceanbay — Mon, 24 May 2021 22:58:07 GMT

@Brian_Earl_Spilner Do you know if the TN "office of the president" CS center is the same as the CEO's office?

Also - I started a dispute with Experian online, uploading documents from the POTUS and the governor stating the declaration of an emergency. Hopefully doesnt hurt my credit further.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

Anonymous — Mon, 24 May 2021 23:19:40 GMT

You need to look back at their disaster amnesty notices and read the fine print. As mentioned upthread, many lenders who put these in place require that an account be in good standing at the time the disaster occurs in order to be able to use them. If an account is in any way not in good standing, which yours was late and therefore wouldn't be considered in good standing, then despite the wrong information from CSRs, Citi would be under no requirement to reverse any of this. The banks look out for themselves first, and such a policy keeps them from eating more fees/debt than they have to.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

oceanbay — Mon, 24 May 2021 23:28:57 GMT

@Anonymous - but they literally removed the late fee - before I even contacted them.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

FinStar — Mon, 24 May 2021 23:32:35 GMT

A reminder to ensure that all comments need to abide by the Friendly, Supportive and Respectful forum guidelines. There are no exceptions so let's tone things down a bit. I would like to keep this thread open/active, but if the discussion starts to head south, the thread will be closed.

Thank you.

-FS

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

Brian_Earl_Spilner — Mon, 24 May 2021 23:31:49 GMT

@oceanbay wrote:
@Brian_Earl_Spilner Do you know if the TN "office of the president" CS center is the same as the CEO's office?

Also - I started a dispute with Experian online, uploading documents from the POTUS and the governor stating the declaration of an emergency. Hopefully doesnt hurt my credit further.

I do not. It's been so long since I've had to contact them.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

FinStar — Mon, 24 May 2021 23:31:54 GMT

@oceanbay wrote:
@Brian_Earl_Spilner Do you know if the TN "office of the president" CS center is the same as the CEO's office?

Also - I started a dispute with Experian online, uploading documents from the POTUS and the governor stating the declaration of an emergency. Hopefully doesnt hurt my credit further.

The Executive Office for Citi Retail has a few 'hubs' for which a variety of inquiries are handled, so whether it's in TN, SD or elsewhere, it's documented in the same d/b and handled accordingly by case.

Re: Really angry with Citi - what can I do (goodwill request/removing a baddie because of disaster)

oceanbay — Mon, 24 May 2021 23:46:49 GMT

Got it - @FinStar or others, is there anyway to appeal? Can I just keep disputing this over and over with the credit bereaus?

My other thought it to take my demand letter, press releases from the governor and the President of the US, and the response letter from the office of the president lady (if she ever does email me - so far, she hasnt) and ask if Citi is truly unwilling to address this given:

- I have 3 accounts with Citi with a combined $65,000 credit limit.

- A 12 year history with the company, with no other lates.

- Was personally impacted by a disaster for more than a week

- The amount owed was a $20 charge, for a $20,000 CC.

- I made a payment in full 3 days after the disaster ended (2 days late).