I am a Citibank student loan account holder. I have spoke to your student loan customer service people and I have never been treated so poorly. You service representatives LIE to customers. I have been lied to multiple times. I am currently on a leave of absence from college due to having a baby. My account went into repayment in November. I called to talk to a representative as I am still enrolled and my school financial aid advisor told me I would not have to make a payment while on a leave of absence, I was told by a Citibank representative that all I had to do is have my school send deferment paperwork. I did this and called back. Then I was told you did not receive my paperwork. Then I called back again. The lady told me that I did not qualify for a deferment due to being on a leave of absence. I asked her about any other deferments offered due to the fact that I am not working, I just had a baby and I am financially unable to pay the payment. She was pretty rude and said “No, because we do not offer deferments just because you don’t have the money to pay it.”
So I called back in December to find out about putting my loans back into deferment once I start classes on January 3. I was told that I could have my school send deferment paperwork stating that I am starting school on January 3rd and I could qualify to have my deferment back-dated to cover the December payment I cannot afford to pay. I did not believe it but I went to my school and gave them deferment papers to return to Citibank. They faxed the deferment papers on December 14th. I called to see if Citibank received the papers and they said no it could take a few business days to call back. I asked again about the deferment being back-dated and they lady once again said that once you received the deferment papers they could back-date the deferment and cover the payment.
So I received a phone call at 8:20am today 12/21 from a Citibank representative. She informed me that I was late on my payment by one day. I informed her that I was told to wait until today to call back and see if you received my deferment papers my school faxed. She said that a letter was sent two days ago. The letter stated that my deferment would not be processed until I actually start school on January 3rd. I told her was I was told multiple times by other representatives. She was very rude and gave me attitude saying that the letter would come in the mail and she couldn’t do anything. What did I not understand. So I asked to speak to her supervisor. She asked me to be quiet so she could talk. I asked once again to speak to her supervisor. After a long pause, David id# TK003 got on the phone. I explained to him what happened and my previous conversations with Citibank representatives.
He told me that they could not do anything until school starts. I explained to him that if that was the case then they should have told me in the last few conversations and phone calls I had with Citibank. I said that I am doing everything I my end that I can but I have been told the wrong thing on each occasion that I have had with Citibank. His tone was very degrading and said “I don’t know how you don’t understand that we cannot process you deferment until you class actually starts.” I told him that was not the problem but I have a problem with the fact that no one ever said that to me in previous conversations when I was told to just have my school send the deferment forms. Had I been told that my deferment would not be processed until school started then it could be back dated to cover my December payment that was overdue, I would have handled it differently. I would not have bought Christmas presents for my family. I have never paid a bill late and I do not have any delinquencies on my required. I am grossly upset with the way I have been treated and the tone/attitude I was given. I have been nothing but a responsible borrower by staying in constant communication with my loan company.
I have other student loans which did not go into repayment while I was on leave of absence from school to have a baby. And while not working to take care of my infant daughter I am not working. Citibank representatives have no patients or compassion to even converse about loan options regarding deferment and repayment. They are so quick to tell you no without even listening. I am an intelligent and responsible person. I acted on what I was told. I was treated like I was stupid and delinquent. I feel man handled by your company. I have been extremely upset on multiple occasions due to the attitude I have been given. I think that it is monstrous the power student loan companies have over borrowers and then to be treated this way. I am a customer and should be treated as such!
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