This is the letter written to Corporate

I am writing to you and many others to express the terrible mishandling of a good standing account.
We approached you over 7 months ago, when my wife lost her job, asking if we could skip a payment...you obliged and we were grateful.
Then 7 months later we find ourselves in the same predicament. My wife lost her job and I received a 50% cut in my pay.
Understand that my wife brought in 4k a month and I was cut $1500 a month...that is a significant cut. So the first thing my
wife did was begin to cut back on all expenses, call all creditors BEFORE late fees and BEFORE the bills were due.
Citi Financial was one of those that she contacted. The first conversation, that she had with "Jesus"
out of your customer office informed her that she needed to be EXACLTY 30 days late before anyone would help her negotiate the amount due...and if she waited til then they would work with her...well not only was that not true but OF COURSE the credit took a hit...so with this news she went to her family and borrowed the payment...and met the request to post date checks to bring the account current and when she did that ...a Ms. Hart discussed the fact that we would be approved for hardship, even tho we had not had 6 months of consecutive payments due to the skipped payment a few months ago...but if we would, per Ms. Hart...post date 2 more payments that would appear on our account ...
that we made FIVE consecutive payments ...and they would push us through
with out meeting the 6 month rule...we did that...then we called on that day of the final post of the last post
dated check and spent 1.5 hours on the phone being told that basically they were sorry to inform us but ...but we were lied
to, ...I asked them...to get this Ms, Hart on the phone and hold her accountable and all that we were
told is that they would resubmit it for approval AGAIN for the hardship and that we would be contacted in 7 - 10 business days
...we hear from NO ONE...we call back at then end of that time ...we are not approved we were denied that very day and no
one saw it beneficial to call us and inform us, now as these days pass we appear as we are neglecting this account to your
company and on our credit both are tremendous untruths.
So we are once again told that we are going to be submitted to ANOTHER department for approval and then we are told after
I place the CALL to inquire the status that we are now approved...conf# 10028753 (Employee ID# M834 Arnie) and that we will get a fax in the next few days
and to sign off on that paperwork and return (why this can't be mailed is beyond my understanding) and beginning 9/24
we will have a payment of $316.64 for 6 months...so we wait for the fax...it is now 2 weeks later and a call every 2 days or
so from my wife asking "Where is the fax?" she is told that it is coming...and she states, meanwhile CITI is not sending
the fax these days that pass it is reflecting NON PAY on the account?????? This is not how we are handling this account,
this is the way that CITI is handling the account., ..well 2.5 weeks later...still NO FAX...I call every other day...
we have had the fax hooked up to the phone line in our house for this entire time...cannot accept calls or voicemail's
from friends or family or other creditors for that matter. So...a few days pass, we call again...asking where is the fax...
we were then told...the reason the paperwork is held up is because we have to pay an ADMIN fee of $70!!!
that is the hold up...seriously ...so we pay it over the phone...and then we are ASSURED the fax will arrive in 24 hours...
NOTHING yesterday my wife sees a call come over the caller ID "Citi Group" ...is it a fax??????? She runs upstairs to greet
the long awaited fax...NOTHING., , , ...another call same number nothing...NEXT one she answers...
and speaks to a gentleman by the name of Gaston...and Gaston informs us that we are late in paying our car payment????? Gaston told me to write your company because he sees the roller coaster of events documented on the notes of our account. We were once contacted thru this debacle by your COLLECTION department and he even said..."what in the world???..they are wasting my time...it says approved/denied/approved for hardship and then apologized for calling me and expressed empathy for the confusion that he sees on the account!!!" What?????
The only calls we are getting now are ONE AFTER ANOTHER for payment...and we are now ONCE again...over 30 days late...
we will not be paying the full amount of the car payment that was due on the 18th of August...we cannot..that is why we approached
your company well over 2 months ago.. ...we budgeted and moved mountains and ruined relationships trying to meet the agreement
of the 24th payment in September because we were told that is what CITI would do for their VALUED customers...
well we do not see any reason to protect this account any longer and what is so very sad is that we were PROACTIVE
and called and did everything we could to stay in contact and work something out and we have been lied to and treated like
deadbeats...look at our history of payments ..we do not resemble dead beats and in fact we have been GRADE A customers
but we have run into a little trouble that we soon hope to rectify. But now you have a car here that we do not feel that
we can dig this situation out even when things DO turn around for us...so good for you...you removed all incentive or sense of
loyalty to Citi Fin Auto. What are you teaching your kids at home...that loyalty and forthcoming honesty get you NO WHERE
in this world...that is what the CITI Financial Message we received ...LOUD AND CLEAR. Shame on you.

Your mismanaged and devalued customers,

Ron and Lisa Herhuth
[email protected]
Account # 3351220301
FYI ~ we have all names and times and dates of each and every contact we have had with your company documented. And I would also like my $70 in admin fee returned.