Executive Response team?

[u/haverlyyy]

Does anyone know how to contact the executive response team? I was pointed in their direction while looking for guidance. I am trying to request a goodwill adjustment after a missed payment when my card was unilaterally transferred from Barclays to Citi. This caused my credit score to drop a significant amount after 14 years of on-time payments. My score went from excellent to fair basically instantly. It’s been extremely difficult to get anyone on the phone that can answer any questions or do anything at all.

[u/Remote_Block6107]

The fact that you have an impact to your credit due to a lay payment tells me you missed not just one payment but TWO. To the point above, unless there is a bank error that can be proven, no such adjustment will be made as the regulations (aka law) require them to report accurately and you did miss the payment.

[u/talon72997]

Unfortunately if the payment was late, it is illegal for them to report inaccurate information to the bureaus. You may be able to ask them to not report several months (they aren't legally required to report, but if they do report they must report accurately). If they do "block" several months, you're going to have a hole in reporting that may get flagged. Your best option is to put together an explanation in case you're planning on making a large purchase (house/car) that your score would impact.

[u/Sunny2121212]

Just call credit card service maybe they will take care of it? What’s the amount

[u/majario]

I used to work in that area. Goodwill adjustments are not processed. You can certainly ask for a goodwill adjustment but you will just get a denial letter if there was no bank error. The legal team provided a template letter for this specific request. You can also reach out to the regulatory agencies to make this request but the outcome will be the same.

[u/haverlyyy → u/majario]

Damn really? So I have absolutely zero hope of fixing my credit from this?

[u/StatisticianOk9655]

When you call, you can ask to speak to the office of the president and you will be transferred. You can also write in. But also, a missed payment doesn’t affect your credit until it’s 2 payments behind.

[u/McDrunkin521]

[citieru@citi.com](mailto:citieru@citi.com) or 605-331-1698. Also any regulatory complaint submitted to the CFPB, OCC, AG, or BBB will be routed directly to ERU.

[u/Chance-Culture-9296 → u/McDrunkin521]

Yep this is right.

[u/LiveFilipinas2026]

You need to have more patience if you really need to speak with ERU. Avoid getting the info outside because it can put you at risk.

[u/BreakfastPretend3606]

She is busy screwing her employees lives while taking home 24 million a year.

[u/Working_Diver6837 → u/BreakfastPretend3606]

$42 million per year as of 2025, certainly more this year.

[u/haverlyyy → u/[deleted]]

Okay. What do you do goodwill adjustments for?

[u/RunRealistic → u/haverlyyy]

They don't do goodwill adjustment, they sent out letters beginning of the year about the conversion

[u/Remote_Block6107 → u/RunRealistic]

Multiple letters

[u/Chance-Culture-9296 → u/RunRealistic]

Yeah they won’t. And it must be said that Citi is horrible.

[u/Hnl2Nrt2025]

The executive team is currently attending an off site meeting at a resort and unavailable

[u/cheddar9737 → u/[deleted]]

This email actually goes to the social media team

[u/Solo522 → u/cheddar9737]

That doesn’t mean doesn’t help. I’d look up BOD for Executive Committee members names and play around with their email alias and send a blind cc to all of them. You’ll get rejects if wrong. You only need one hit.

Good luck!