This is the letter I sent to Costco customer care 7/22/2021 I've been a Costco customer since the store opened in 2006 in Maple Grove Minnesota and a part time employee for as long, until I retired June of this year. I've carried the Costco credit card ( AMEX and then CITI) nearly as long. I've used my costco business card as my primary card for everything possible. I've always been satisfied, with problems I've run into rectified with no question. Until now. Recently I did some online business where I agreed to a $1 charge to look up a VIN number. That's how the online site advertised it, that's what they had me check a box agreeing to- one dollar. When I got my next month's statement there were two $18.75 charges on it from that company. Citi contacted me questioning if this was a legitimate charge. I said no and explained how the company has deceptive practices having you obviously agree to a small charge and then somehow, putting in the fine print the larger charges. Citi's fraud department sent me a letter saying since the company said it was a legitimate charge, and despite my claim I had to pay it. Now this month, I went online to citicard.com to set up a future payment on my account for the 26th, well before it was due on the 28th. Somehow I made a mistake and the payment was scheduled earlier than I intended. I didn't discover the mistake until looking at my bank records today I realized the payment had bounced twice-before the time I expected to have to transfer the money. I immediately called Citi to make the payment, since I do have the funds to pay. Mind you, this is the 22nd and still ahead of payment due date or when I intended to pay. I was informed there would be a $39 dollar charge for each payment rejection and I couldn't make the payment until my account reflected the last return. The Citi rep would do nothing to help me with the charges for my MISTAKE, nor, when I asked her about the fraudulent charges outlined above, would she do anything but offer to transfer me to the fraud department because, she said, she could do nothing to help me. I asked how I would cancel my credit card once I saw the balance paid, she simply said call in and request to cancel, as if she could care less. (I will insert here I was not angry, I was not rude, I was simply calling for help.) Though in the scheme of things, one could say a couple of $18.75 charges is not that much, or the two $39 charges are what I get for making a mistake-but really? Amex NEVER treated me as this rep did-like I was someone trying to scam them, or it made no difference to them that I was appalled by my mistake. Last year I did $109, 959.00 business with them/Costco and so far this year, only July, my business totals $95, 854. I have many more purchases planned for the rest of the year. I've been loyal, I pay off my bill on time every month, never late. In that light, to me, two $18.75 charges by a scam operation and two $39 charges for a mistake I made this month are unacceptable. And to be dismissed so casually by the rep compounds the upset. Now I am angry. Now I am upset, and I'm talking to people every day. I would like to stay with Costco Citi but not if this can't somehow be rectified. There are plenty of other cards that I have and can use that treat me like a valued customer, not as another number in the cash flow they collect every month. I'd also add, I had fraud on my card a few months ago and had the card replaced. It took over a month with several calls (one for a hour while standing embarrassed in a store) for Citi to manage to take the fraud alert off my new card. All of my experiences leads me to suggest Costco take a hard look at the credit card company you want associated with your name. Citi certainly is not treating your loyal members well and is not helping your good name to stay well thought of-unless Costco now thinks of their members as casually as Citi does. As a former employee and long time member, it would sicken me to think Costco is that way now. Vicki Kacalek 5534 Vinewood Ln N Plymouth MN 55442 [protected] [protected]@gmail.com