Troubleshooter: Loan frustrations

ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson

January 31, 2011 4:13:06 PM PST
A Johnston County woman says a check she wrote for her loan payment was for the same amount it is each month, but for some reason it didn't get cashed for the amount it was written for.Nancy Mansonhing says last April she made a payment for $143.32 and has the check to prove she wrote it for the right amount. But that's not what Citi took out of her account.

"When I got my May statement it showed up that they didn't take out $0.02 from my check," Mansonhing said. "For the two cents, I got a $49 late fee and I got a notice that my interest rate was going to be raised from 7.99 up to 29.99 percent.

Mansonhing then called Citi about the increased.

"They pulled up a copy of the check to see that it had been written for the correct amount," she said. "They told me it had been misread by a computer, and they agreed to credit the $49, but they did not agree to do anything about the interest rate that had been raised up."

Mansonhing says she wasn't going to giving up and continued to call the company.

"I fought this for nine months, because in addition to my interest rate being raised, my minimum payment went up," said. "I was getting interest on top of them raising my interest."

Fed up, Mansonhing got in touch with ABC11 Eyewitness News I-Team Troubleshooter Diane Wilson.

"I needed help, because they weren't willing to budge," Mansonhing said. "They just kept saying I owed this money and if I didn't pay the higher payments I would be in default."

Wilson got in touch with Citi, and Mansonhing got the news she's been waiting to hear for months -- her two cent problem has been resolved, she says her interest rate is back to 7.99 percent, her payments will not increase, in fact she says they are a little lower than before the mistake, and all of her late fees were credited.

"If you didn't get involved, I don't think I would have won, because I think I would have had to get an attorney over $0.02.

"Thank you so much for getting involved, because this has been a nine month nightmare," Mansonhing said.

A representative for Citi said, "We strive to provide outstanding service to every customer and sincerely regret any difficulties Ms. Mansonhing encountered. We are happy to report that we were able to work with her to resolve this matter to her satisfaction."

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