Citibank Doesn’t Understand The Word ‘Minimum,’ Cancels Deployed Soldier’s Student Loan Forbearance

Benjamin is in the military, and currently serving in Afghanistan. We’d thank him for his service, but Citibank says not to. They think that he’s not there anymore, and have ended the active-duty forbearance on his student loans. Calling up Citi and sending them documentation is tricky when you’re you know, in Afghanistan, but he’s doing his best. Nothing he sends is good enough for Citibank to actually believe him.

He writes:

I would love to thank Citibank, http://www.studentloan.com , for the help and support they are showing to deployed military members. They have canceled the forbearance on my student loans while I am in Afghanistan. When Citibank sent mail correspondence requesting a copy of my current military orders I was able to get a family member back home to mail Citibank a copy of my orders. Citibank rejected them but never informed me that by their own determination the orders weren’t good enough. When they sent a second request I responded via Citibank’s online message system requesting information on whether they had received the hard copy of my orders. They said they had but the orders weren’t valid. I sent an email in order to clear up the situation, but again Citibank declined my request. I sent Citibank a reply thouroughly explaining how military orders work and that the orders I had sent in where in fact my current orders but Citibank decided that they knew better. It has been more than 2 months now since I tried to comply with Citibank’s requests and all I have received is a new bill to deal with.

Please note how much time it has taken for Citibank to respond to my correspondence. Over 30 days after I had my orders sent to Citibank a letter was sent to my house requesting orders again, but stating nothing to the fact that they weren’t going to accept the orders I had sent in. 24, 4, and 7 day delays while using the Citibank the electronic message system for prompt service….

Thank you Citibank for making life easier while I am nowhere near home to deal with your ignorance. Keep up the great customer service and prompt responses.

Date:
06/22/2012 09:16 PM CDT
Subject:
Questions about my existing Student Loans-Deferment/Forbearance
I sent in my Active Duty orders nearly a month ago now in order to keep my loans in forbearance. Have you received them yet? I just received a reminder in the mail today that my forbearance was about to expire. If not, is it possible to just email in a pdf of my orders rather than using regular mail. Fax is not an option.

Ticket #:
[redacted]
Date:
07/16/2012 08:55 AM CDT
Subject:
RE:Deferment/Forbearance
The last documentation you provided allowed for a two year obligation from a start date of 07/11/2010, therefore your active duty period was ended on 07/10/2012.

We will need to have documentation that indicates your active duty continues after 07/10/2012.

Ticket #:
[redacted]
Date:
07/16/2012 09:07 AM CDT
Subject:
RE:Deferment/Forbearance
I am still under the same set of orders. New orders will not be issues until I leave that unit.

Ticket #:
[redacted]
Date:
07/20/2012 06:36 AM CDT
Subject:
RE:Deferment/Forbearance
The orders you recently sent were the same ones received in 2010. We are unable to use these orders. Please send in new documentation that will extend your benefits beyond 07/10/2012.

Ticket #:
[redacted]
Date:
07/20/2012 06:52 AM CDT
Subject:
RE:Deferment/Forbearance
The orders received in 2010 are still my current orders. I will not get new orders until I leave my present unit which is not scheduled to occur until next summer. The 2 year obligation listed is just the minimum time I am required to stay at (————-) before I am eligible to receive new orders.

Ticket #:
[redacted]
Date:
07/27/2012 08:41 AM CDT
Subject:
RE:Deferment/Forbearance
Unfortunately, we are unable to extend your activation period without current documentation. If orders are not available, a letter from your commanding officer will be accepted as long as it includes specific beginning and ending dates.

Thanks,
(——————–)