I hope that you are not discouraged from reading this e-mail due to its length, or that you merely hit the delete button without reading it.

On December 15, 2004 my wife was contacted by someone, from your department (collections). She was informed that our above referenced account was delinquent. At the time my wife was in her vehicle on her morning commute to work, thus, they were unable to resolve the matter. Consequently, she asked my wife to have me (Jose) call her to see if we could investigate the matter and find a resolution.
At approximately 1635 hours, I placed the call to your department, I was placed on hold and transferred three times to different persons. One of those individuals I contacted, was Donovan. Up until my conversation with Donovan, I seemed to be making progress on a solution.

Donovan, however, became an impassable barrier in any type of resolution. He became agitated, as did I, and would not provide the least bit of useful information to continue on a solution. I understand that financial information is very sensitive and any type of discussion requires that one be either the holder of the account or an authorized representative.

Every time that I attempted to ask a question, or obtain clarification from Donovan, his sole response, in essence, was that he was unable to assist due to the fact the account was under my wife's name, an I was did not appear as an authorized representative. This continued for a short time and I lament to say that I was extremely rude to Donovan and ended the conversation.

I again called your department and I believe I spoke to Donna. I am certain that I am mutilating her name, my apologies. She was unable to provide resolution, but instructed me in the proper way of becoming an authorized representative, which she did in mere minutes. Something that Donovan was incapable of doing.

When I finally talked to the last representative, an hour and twenty minutes later, she was of great assistance. Karen, (the Puerto Rican...her words, not mine) was able to resolve the matter in no more than ten minutes. She did so with professionalism, courtesy, and without being confrontational, rude, or condescending. All the great attributes that Citifinancial representatives have demonstrated since I first became a CUSTOMER of your institution in 1995. I now hold approximately five accounts with Citifinancial, including two student loans.

I must tell you that the times that I have dealt with anyone from your institution they have been pleasant and their behavior was much like Karen's. My brief conversation with Donovan has made me reconsider my business relationship with Citifinancial Services.

Sure, one less customer probably will not affect your bottom line, however the bad representation that Donovan conveyed will surely make for interesting conversation with friends and family. Once again, thank Karen for her courtesy and professionalism and kudos to her for a job well done.