Dear Chief Compliance Officer, Office of the President:
I am resending this because nothing has been done by CitiCard! A rude CSR also called me today and basically hung up on me, which further frustrated me.
In late 2009 I entered into a temporary payment arrangement to pay down my Citi credit card balance on the account ending in XXX. This was from an offer mailing you sent me. At the end of the payment arrangement, I was notified that I qualified to have my account reopened and available for use. I was told to complete 2 regular payments after the close of the payment arrangement term and a new "Thank You" card would be issued.
I fulfilled the terms of the payment arrangement, including the subsequent regular payments in February and March, which were my obligations per our agreement. Additionally, my financial situation has improved greatly since 2009.
On February 17 I received a secondary notification that my Citi credit account would not be reopened because I failed to meet my obligations per our agreement. I immediately contacted Citi Credit Services because I was more concerned that my interest rate had jumped back to 29.99% after I had been quoted 14.99% at the close of the arrangement.
The servicing rep reviewed my account and told me that I had successfully fulfilled my paydown arrangement and that a system issue made it look like my Dec '10 and Jan '11 payments fell outside my scheduled payment due date. He said he would correct the issue and make sure the account reopening team understood that this was not my mistake. He told me my rate would go down to 14% and I would get a rebate of the higher interest prior to my April 13th payment. It would be resolved within 7-14 days. Nothing has happened.
I did not set up the payment due dates. A representative from your company did all of the setup of due dates at the onset of my paydown arrangement, and Citi would systematically EFT the payment from my bank account each month. In fact, I could not even edit payment details online.
I do recall a phone call from a Citi account management representative in Sep '10 informing me that 2 of my payments fell outside of my cycle cut and that they would need to change the due dates on these so I would not reflect late. I said that was fine, as I didn't want to miss any payments or reflect late. All payments were made on time, and Citi pulled them systematically by EFT from my bank account.
After nothing reflected on my online account after the quoted 7-14 days, I called Credit Services again. I was told nothing could be done on my account as it was in closed status and could not be reopened because I failed to meet the terms of my payment arrangement. Additionally, nothing could be done about the high 29.99% rate because the account is in closed status and rate evaluations are only considered on open accounts.
I feel this is an unfair and deceptive act and practice by your company, to keep me at 29.99% even after I fulfilled my payment arrangement (a very hefty $275 per month for 12 months). You also used trickery to initiate and change the payment due dates on the arrangement to make it appear I had broken the agreement.
I am requesting that you stand by your agreement(s) that you sent in writing and verbally. It is your legal and binding contract with me. At the least, I am requesting that you lower my interest rate so I can get this behind me. $350 per month with less than $100 going against principal is also trickery and robbery.
I have even considered litigation to file an unfair and deceptive practice suit against CitiBank and pursue it to the furthest extent of the law to ensure something like this never happens again, so that you correct your policies and procedures for this type of transaction. This has been a horrible customer experience, even worse as I am trying to do my best to keep my credit in good standing. You did not fulfill the terms and conditions of the offer and I get the adverse action.
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