In the wake of the coronavirus pandemic, millions of cash-strapped Americans are seeking relief from their credit card bills.

Getting that relief can be a frustrating process, however. Unlike student loan or mortgage lenders, credit card issuers are not required by the Coronavirus Aid, Relief and Economic Security Act, or CARES Act, to provide help automatically for those impacted by the pandemic.

“No other bank even came close to Citibank in the number of coronavirus-related complaints,” says Syed Ejaz, financial policy analyst at Consumer Reports.

The Hurdles to Getting Help

Many cardholders reported a disconnect between Citibank’s promised relief policies and the relief they were actually offered.

As one consumer wrote to the CFPB on April 21:

“Due to the coronavirus and stay-at-home order . . . I tried to call my credit card company, Citi Card Services . . . I did get through to one card by phone and they said they would put card payment on hold for 3 months . . . But it’s not showing on my account. It shows only my due past amount [total]. I don’t want them to report bad credit past due. Now when I call, I’m on hold forever [with] no answer.” 

Citibank told T8Auto that the company’s written policies explain that while past due amounts may still be shown on customers’ statements, Citibank reported the accounts as current to the credit bureaus during the waiver period.

The volume of complaints about Citibank stands in sharp contrast to other major card issuers, the CFPB data show. The banks with the second and third largest number of complaints, Synchrony and Capital One, had only 40 and 38, respectively.

In response to these findings, Citibank spokesperson Jennifer Bombardier sent an emailed statement:

“The complaints referenced in the CFPB database include calls related to merchant disputes, as well as calls received very early in the crisis just prior to credit card assistance being available, and in total, the 168 complaints represent a very small fraction — .008% of the 1.9 million customers assisted. In addition, applying for relief did not require an attestation of hardship; terms did not need to be negotiated; to make the process easier for customers, enrollment was digitally enabled and 80% of customers self-serviced; and accounts in good standing before the waiver period began were not reported to credit bureaus during this time.

CR’s review of the data shows that the majority of the complaints came in April and May, not early on in the pandemic.

Fixing the Relief Programs

These pandemic-related credit card complaints to the CFPB may make up a small percentage of overall consumer complaints, but it’s important to consider the issues that led to these filings, Ejaz says.

“Consumers resort to complaining to the CFPB when they’ve exhausted their efforts working directly with companies, so these complaints are often an indicator of larger problems,” he says.

Consumer Reports has written a letter Citibank and other banks, urging them to improve their treatment of cardholders during the coronavirus pandemic. Among the steps that Consumers Reports recommends:

Don’t ding consumer credit reports. Any consumer with an accommodation should be reported as current to the credit reporting agencies, in accordance with the CARES Act.

How You Can Get Help Now

Ask for the specific relief you need. Your credit card company may steer you toward the standard relief package, perhaps a month or two of deferred payments and waiving fees.

But depending on your financial circumstances, you may be able to negotiate additional help, such as reducing interest charges or setting up a modified payment plan after the relief period ends.

“You may not get all those concessions, but it doesn’t hurt to ask,” says Ted Rossman, an industry analyst at CreditCards.com.

Talk to all your credit card companies. Don’t give up if you have trouble getting accommodations from one card issuer. Ask your other card issuers, because they may be more willing to provide assistance.

Perhaps you can get a balance transfer card and shift your debts to a different issuer’s card. Or maybe you can qualify for a lower rate on another card that your issuer offers.

“Every little bit helps,” Rossman says.

Clarify and document the accommodation. “Bankers tend to talk in jargon, so make sure you understand the terms of any relief you receive,” says John Ulzheimer, a credit expert who has worked at Equifax and FICO.

For example, if you receive a payment deferral, no interest accrues during that period. By contrast, if you’re offered a payment holiday, interest may accrue, Ulzheimer says. 

It’s crucial to keep a detailed record of your interactions with the issuer and the accommodations you receive, in the event of future disputes. 

Consider getting help from a credit counselor. For those who need additional assistance managing their debts, consider working with a credit counselor. Their help may speed the process, because the counselors are familiar with the relief programs offered by different issuers.

“If you can’t pay off your debts when the accommodations end, it’s time to start developing a longer-term strategy,” says Bruce McClary, vice president of communications at the NFCC.  

Editor’s Note: This story was updated with additional information from Citibank.