Craz, you must have missed the advice given to me at the beginning of this thread by biggestbopper "... IMHO, threaten to cancel is almost always a mistake." Like you, I was angry enough to close all my accounts and would have done so in the past. Forums like this one can provide valuable insight as well as comfort that we are not alone. The lesson learned in dealing with Citi is to demand to speak to the CCU (critical care unit or customer care unit). If they won't transfer you, hang up and try again with another agent.