July 23, 2010
Lawrence Fish
Executive Chairman
RBS Citizens, N.A.
1 Citizens Plaza
Providence, RI 02903-1344
Dear Mr. Fish,
Please find enclosed a complaint about your institution which I just filed with the office of the Attorney General of Massachusetts.
You promised me a $50 promotional credit and then never paid it. I spent almost 25 minutes on the phone with your customer service department today trying to get this resolved, only to be told at the end that it would be “researched” and it might take another two months before I am paid what I am owed, if indeed I am paid at all.
When I asked for this to be confirmed in writing, the representative with whom I was speaking said this was not possible. I had to escalate to a supervisor, Ana, who assured me that I would receive a confirmation letter within 7-10 days. Why I had to escalate to a supervisor just to receive such a letter is beyond me. It remains to be seen whether I will actually receive the letter I was promised, or for that matter the $50.
I would like to know what you are going to do to ensure that every single person who was entitled to the $50 promotional credit receives it. Promising a promotional credit which you then fail to pay is unfair, deceptive, and fraudulent. Are you going to let that stand or take steps to remedy it?
Sincerely,
Jonathan Kamens
encl: copy of complaint to Massachusetts Attorney General
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