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Citi’s densely packed cardholder agreement describes the complaint process. Collins said instructions are also printed on the back of each bill.
‘I am not the crook here’
By August, four disputed charges remained: the plane tickets and two credit-report fees. The rest of the charges, $40 eBay gift cards, a handful of credit-report fees at $14.95 a pop and a few others were taken off her account by Citibank Security Services.
The law requires credit card companies to conclude a fraud investigation within two billing cycles or 90 days of being notified in writing. Though Williams sent no letter in the first couple of months, she made up for that later in spades.
“Towards the end of the year,” Citi asked her to send in her statements, said Williams, who highlighted the fraudulent charges and mailed them in.
In March 2012, Citi again asked for the statements. She began flooding Citi with letters, sometimes mailed to “security services,” the legal department, or the “Presidential Unit.” “I am not the crook here,” she wrote.
Williams documented call after call to customer service employees Rachel, Penny, Debbie, Diana, Dana, Idania, Lynn, Leslie, Bonnie, Cedric, Cherry and Carlos.
Even after Citi decided she was responsible for the charges, her letter and phone campaign continued. Now, finally, it may be coming to an end.
Citi is going to deduct the bogus charges and related fees and interest from her balance, Williams said on Friday. “I’m so relieved I can’t tell you. It’s like Christmas and Easter and Fourth of July all put together.”
Jane Friedmann • 612-673-7852