Ya-Ling sent a message to Michael L. Corbat CEO, Citigroup Inc. that said:
Dear Mr. Corbat:
I am writing to let you know how poorly my husband and I have been served by Citi Thankyou Preferred MasterCard.
My husband was told by your Citibank representative that the account would be cleared after he paid off the only purchase we made on the account with our Chase debit card. However, not only that our account was not cleared but also our account has continue been charged with late fee and interest.
So here is what had happened--
On 9/22/15 I made my purchased on Amazon for $25.48. Since I am the one handle our home finance, I did not tell my husband about the purchase.
For several months afterward, we received no emails or phone notification or mails of any statements. In the meantime, I got busy preparing for a family reunion oversea trip. Since I did not get any email notification or statements over the mail delivery from Citi MC, I forgot about the purchase
Before I went on my oversea trip, I put away all credit cards but the one we have with our local bank (Chase) so that I could manage it while I was out of US.
When I was in Taiwan, on 12/14/15, my husband got a recording call from Citi MC (800 388 2200) about an overdue payment, finance charges and the late fee added up to $88.55.
He has no Citi MC credit card with him and I did not carry it with me to Taiwan. However, he managed to talk to one of your representative and got her to agree the following:
We paid off $25.48 using our debit card ($25.48 was taken out of our bank account on 12/15/15)
Your representative will then remove all charges (late fee and finance charges) to clear our account
We received a confirmation number for the above (20188155 5680 861) agreement.
He thought it was truly cleared by your representative on 12/15/15 but no, she did not. The fee and charges were left on our account. Not only that, Citi MC still did not try to correct the problems in the first place that we never received any statements; they did not try sending them over the mail. Therefore, we continue did not know about the situation.
Around 1/12/16, my husband got another recording call about an overdue payment of $100.89 which he thought maybe some fraudulent charges since he had paid off on 12/15/5.
But after he and I call back, we learned that we have been scammed. Your representative never cleared our account after he made the payment of $25.48 on 12/15/15.
In this call (1/15/16), my husband forgot that he was given a confirmation number in previous call (12/15/15). Your representative lied and said that they have never given out any confirmation number to any call when I mentioned that if it were I called on 12/15/15, I would make sure to get one.
She lied again just like the one who serviced my husband on 12/15/15. When we finally found the number and read it to her, her attitude was âI know the number but still it makes no differences to your debt amountâ likes saying I know that I lied but so what.
Is this how Citi MC serving their customers? So low?
Is this what you expect of Citi Master Cardâs services?
If you do not help us get this cleared from our account, we will make sure no others will be getting this kind of services from Citi MC. If you do, we thank you for your help and we hope that you would get to the bottom of this and help Citi MC do a better job servicing their customers.
Sincerely,
Phat Ya-Ling
