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Like most young adults in America, I had to take out student loan debt from several private student loans from many lenders. Unfortunately, it has proven to be a hellish experience for me every step of the way. And it doesn’t seem to count for anything that I make ridiculously high payments on time every month with no assistance or cooperation from people at the company. Yet, I still get multiple phone calls a day demanding payment even when it’s a holiday, payments are processing, or a Sunday. However, tables are about to turn because it’s finally time that Citibank Student Loan professionals got a taste of their own medicine.

The Backstory

It’s tax time and despite several requests, I have yet to receive tax information from Citibank Student Loans. I’ve already received tax information from other student loan providers. So what’s taking Citibank so long? They told me that I was supposed to fill out a W-9F form and I didn’t. As a result, I was told I was being sent an official Citibank document stating the amount of interest paid in 2011. On February 2nd, I called to find out where it was because I hadn’t received anything. They told me that it was sent in January and I should be receiving it soon. On February 7th when I hadn’t received it, I called again only to be told I was misinformed and the document was only requested on February 2nd as opposed to actually sent. The representative also told me the document was mailed earlier in the  day and I would receive the document in a few days. Again, a few days went by and I still hadn’t received it so I called them back this morning (February 15th). I was told the document was just sent this morning and I won’t receive it for another 7 to 14 days. Obviously, it frustrates me since I’ve been told that it’s been sent for the past two weeks now. I’ve constantly been misinformed by several different people.

The Plan

It was time to take drastic measures so I simply explained to the person I understand I wouldn’t be receiving my tax information until the next 7 to 14 days. But they had to understand that I would be calling them twice everyday for the next 7 to 14 days since that’s the same way I get treated by Citibank Student Loan representatives. Of course, the representative said there is no need to do that as the document is already on the way to which I said the following: “I understand that, but Citibank doesn’t seem to care when I tell them that check is being processed and they have proof of it. They tell me that they need to keep calling until the payment is processed and cleared even thought it’s out of my hands at that point. So why should I care when you tell me that it’s on the way? I’ll have to keep calling until it has “cleared and in my possession” For your sake, you better hope this letter gets her in seven days as opposed to fourteen because I don’t have a problem calling twice everyday since it’s a toll-free number.”  I apologized for having to take it there but explained that Citibank doesn’t seem to understand the concept of reasoning.

Will it work?

Now some of  you may be wondering if my actions will actually prove the point I’m trying to make since several people in the department handle the calls so I won’t always be getting the same person. I thought about it, and hope the multiple records of my phone calls in addition to all the recorded conversations will make some impact on the way Citibank handles outgoing collection calls once they review these cases. I’m also debating making these phone calls to the Vice President of the Student Loan Department. Even though the student loan department of Citibank will be shutting down by the end of the year, I truly hope my small effort makes a difference and helps them realize what its like to be on the other end. Others may call my actions petty but I’ve tried to work with the company several times, cooperated with them and explained what they are doing to no avail.  So a girls gotta do what a girls gotta do. Three calls down and  24 to go. Wish me luck.

How do you deal with multiple calls from loan providers? Have you ever tried to give them a taste of their own medicine?

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Written by Terri

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