Our Stories
Real people. Real outcomes. These are stories from EasyComplaint users who got real action—not delays or excuses—by going straight to the top.
🎯 Impossible to Close My Citi Account—Until I Emailed Their CEO and COO
I opened a Citi checking account about six months ago but quickly realized it wasn’t a good fit. The app felt clunky, fees were confusing, and I rarely used the account. So I called customer service to close it.
That’s when the nightmare began.
They said I needed to verify with a one-time security code—sent by mail. But I never received it, and they had no other way to verify me. Since there were no branches near me and I couldn’t get past their support script, I was stuck with an open account I didn’t want.
After weeks of going nowhere, I started to write a calm, structured email and sent it to both Citi’s CEO and COO.
Within 48 hours, a senior executive from their office called me directly, verified my information over the phone, and closed the account.
Customer service couldn’t help me for a month. One email to the top made it happen in two days.
🏝️ Hyatt Resort Denied Refund—Until I Reached Out to Their Executives
I booked a multi-day stay at a Dreams resort by Hyatt for a special occasion. When I arrived, I learned—without prior notice—that several key amenities were unavailable: the pool was closed, two restaurants weren’t operating, and room service was suspended.
It was a huge letdown. My guests were disappointed and the overall experience was not what I paid for.
I politely asked the front desk and then the resort manager for a partial refund or credit, but they refused, saying the closures were "temporary and not refundable."
Frustrated, I used EasyComplaint to escalate the issue to Hyatt’s CEO and COO, attaching a clear, professional message that documented the experience and asked for a reasonable resolution.
Just two days later, the same resort manager called me back—this time with a completely different tone. They agreed to refund 50% of my stay.
I wasn’t rude—I was persistent and professional. EasyComplaint helped me speak their language.
💻 Lost Laptop on a Cathay Flight—They Found It After I Contacted the CEO
I was flying with Cathay Pacific on a late-night international flight and accidentally left my MacBook in the seat-back pocket.
The next morning, I contacted their lost and found. I even used Find My Mac, which showed the laptop was still at the airport and likely inside one of their operational areas.
But for days, their customer service reps kept telling me they couldn't locate it. Every follow-up felt like a dead end. I provided timestamps, flight numbers, seat numbers—everything.
Finally, I used EasyComplaint to email Cathay's CEO with a calm, fact-based letter explaining the situation and referencing my Find My tracking data.
Within a few hours, I received a call from their executive office. They confirmed the laptop had been located and arranged for it to be shipped to my address.
Their regular staff couldn’t (or wouldn’t) help. But once the CEO’s office got involved, they found it fast.
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