I also just remembered Australia's customer complaint website:
www.notgoodenough.org
At this stage I will refrain from posting my complaint on that website pending the outcome of the Ombudsman's finding.
Citibank, if you are monitoring this thread, you should take note of the following article which appears on the above website. There is still time to correct the dispute.
Warning to businesses over complaints . . . Ignore them at your peril
by Darrell Giles. The Sunday Mail. Brisbane, Qld.: Jul 11, 2004. pg. 37
THEY'RE as mad as hell, and they're not going to take it anymore.
Shopper rage is on the rise in Queensland and the State Government has warned businesses to deal properly with complaints or face customers "bent on revenge".
And the most likely targets of the rage would be real estate agents, car yards and computer stores -- the most complained-about industries.
Fair Trading Minister Margaret Keech said new data revealed that many complainants were motivated more by emotions than the amount of money involved and would pursue matters until the bitter end.
A study of complaints to the Office of Fair Trading showed unsatisfied customers had feelings of anger, frustration, vengefulness, annoyance, bitterness, hostility, rage and disgust.
The University of Queensland Business School and Office of Fair Trading study looked at complaints from people aged 18-55, their employment status including managers, professional, retired and house duties. The amount at stake varied from $160 to $20,000, with most cases less than $1000.
One victim, discussing a complaint about a real estate agent, said: "Then I was really angry with her. Lying in bed at night, I was wondering what things I could do to her, what nasty things, like scratching her car, and every time she has an inspection staying there to tell everyone what a lying cow she is."
Some consumers said they would pursue a business for months, even if the matter seemed relatively insignificant.
One complainant vowed to not let a business "get away with something that's obviously very wrong" while others said they would fight to achieve a "moral victory".
"They can feel intense emotions with severe physical consequences, even when the money at stake is trivial," said Professor Janet McColl-Kennedy, who conducted the research with UQ Business School colleague Dr Rebekah Bennett.
One of the most infamous cases of shopper rage in Queensland was reported in The Sunday Mail in 2001 when a 28-year-old man snapped, wreaking havoc in his local chicken takeaway store because he was repeatedly served peas with his meals.
He caused $6800 to the Brisbane southside store, smashing cash registers, kicking glass refrigerators and throwing loose pavers into the shop windows. The man received a suspended three-month jail term and was ordered to pay damages and costs.
Dr Bennett said emotions of fear, anger and sadness were predominant when complaints were made about poor service or faulty products.
She said some complainants attempted a rational, planned approach -- but once emotions came into play, they resolved to pursue it "through to the bitter end".
"The consumer's motivation for redress can be purely emotional," Dr Bennett said.
"Incorporating this knowledge into addressing consumer concerns will make a positive difference to business profitability."
Mrs Keech said Queensland businesses had been put on notice.
"If you don't show respect and honesty when a customer has a problem then you are more than likely to make them feel hurt, angry and seek revenge," she said.
"Revenge is a powerful emotion. It drives consumers to go to great lengths for justice, even recognition."
Mrs Keech said a customer's sense of hopelessness or powerlessness often drove them to complain to the Office of Fair Trading.
"Individuals are motivated to attempt to regain control in their life or to reduce the sense of disempowerment imposed by the business by lodging a complaint.
"Businesses should factor in the emotional cost to the customer and not just the economic cost."
