Comments on: I Write to the President of CitiBank Customer Service http://www.theskilledinvestor.com/wp/i-write-to-the-president-of-citibank-customer-service-101.htm Personal Financial Articles Fri, 27 Jan 2012 14:02:53 +0000 hourly 1 By: The Skilled Investor http://www.theskilledinvestor.com/wp/i-write-to-the-president-of-citibank-customer-service-101.htm#comment-96676 The Skilled Investor Fri, 23 Jul 2010 06:51:09 +0000 http://www.theskilledinvestor.com/wp/archives/101#comment-96676 Hi Gerry, Sorry for the trouble you have had. Here is the address that I was given in 2007, after pressing from an ombudsman: Attn: Ken Stork, President Customer Service Citibank Customer Service P.O. Box 500 Sioux Falls, SD 57117 About a week after sending a very detailed, factual, polite, and carefully written letter with all the issues and a detailed chronology, I received a telephone call from Darcy Sharlow, who identified herself as Ken Stork's administrative assistant. (I do not have a telephone number for her, but she had mine from my letter, and initiated the call to me.) She had read my letter and was able to access my account information. She was competent, polite, and knowledgeable. Ms. Sharlow was able to determine that we had made all payments on time. She saw that our account had been put into default the third time that automated payments had been attempted and failed. She could find no reason for this action and therefore acting upon her own account -- presumably within authority delegated by Ken Stork -- she rescinded the default determination. She restored the original interest rate, calculated the difference, and caused a substantial refund check to be issued to me. While Darcy Sharlow took decisive action to correct the situation, once the check cleared, however, I closed the account and have severed my relationship with Citibank. In the end, I received a resolution that was appropriate to the facts of the situation. However, to get to this resolution, Citibank forced me to cross many bridges too far. (See the link above in this article entitled "<a href="http://www.theskilledinvestor.com/wp/default-under-the-citibank-credit-card-contract-102.htm" rel="nofollow">Default under the Citibank Credit Card Contract</a>" for the last part of this article series, which contains more details.) I am writing this note on the day that President Obama has signed the 2010 financial reform act into law, which includes the new Consumer Bureau of Financial Protection within the Federal Reserve Bank. Lets cross our fingers and hope that the beginning of the end of the financial rape of both consumers and taxpayers by banks "too big fail" is finally beginning. Hi Gerry,

Sorry for the trouble you have had.

Here is the address that I was given in 2007, after pressing from an ombudsman:

Attn: Ken Stork, President Customer Service
Citibank Customer Service
P.O. Box 500
Sioux Falls, SD 57117

About a week after sending a very detailed, factual, polite, and carefully written letter with all the issues and a detailed chronology, I received a telephone call from Darcy Sharlow, who identified herself as Ken Stork’s administrative assistant. (I do not have a telephone number for her, but she had mine from my letter, and initiated the call to me.) She had read my letter and was able to access my account information. She was competent, polite, and knowledgeable.

Ms. Sharlow was able to determine that we had made all payments on time. She saw that our account had been put into default the third time that automated payments had been attempted and failed. She could find no reason for this action and therefore acting upon her own account — presumably within authority delegated by Ken Stork — she rescinded the default determination. She restored the original interest rate, calculated the difference, and caused a substantial refund check to be issued to me.

While Darcy Sharlow took decisive action to correct the situation, once the check cleared, however, I closed the account and have severed my relationship with Citibank. In the end, I received a resolution that was appropriate to the facts of the situation. However, to get to this resolution, Citibank forced me to cross many bridges too far. (See the link above in this article entitled “Default under the Citibank Credit Card Contract” for the last part of this article series, which contains more details.)

I am writing this note on the day that President Obama has signed the 2010 financial reform act into law, which includes the new Consumer Bureau of Financial Protection within the Federal Reserve Bank. Lets cross our fingers and hope that the beginning of the end of the financial rape of both consumers and taxpayers by banks “too big fail” is finally beginning.

]]> By: Gerry Mader http://www.theskilledinvestor.com/wp/i-write-to-the-president-of-citibank-customer-service-101.htm#comment-96675 Gerry Mader Wed, 21 Jul 2010 21:40:21 +0000 http://www.theskilledinvestor.com/wp/archives/101#comment-96675 You are lucky you have an address for Ken Stork. I have attempted to send a letter to him outlining the incompetence of the credit card application process. I've just spent 60 minutes bounced from customer service to credit card application department - I have been placed on hold (always with the standard answer of 30 seconds); lost; disconnected and no one knows him or can provide an address. You are lucky you have an address for Ken Stork. I have attempted to send a letter to him outlining the incompetence of the credit card application process. I’ve just spent 60 minutes bounced from customer service to credit card application department – I have been placed on hold (always with the standard answer of 30 seconds); lost; disconnected and no one knows him or can provide an address.

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