Kathleen Brackett sent a message to Jane Fraser that said:
Dear Ms. Fraser, I write to you in commendation of a branch manager in Washington, DC. Jill Spiegelberg of the Citi Chevy Chase Branch helped me resolve a problem with which I had been wrestling for 8 years. I have had a considerable amount of cash with other banks including PNC, Wells Fargo, credit unions and Congressional Savings Bank and not one of them has ever provided the level of service of your Ms. Spiegelberg. She treated me as if I was a member of the Citi board of directors and resolved my difficulty with patience and tenacity. I hope that all of my dealings with Citi will be as delightful and hope under your tenure, you will nurture such managers. Good luck in your appointment during these trying times. Please make your staff aware of how such service can yield long-lasting and far-ranging goodwill among customers and potential shareholders.