I have had the Sears card by Citibank for almost 30 years, since 1990. I have always felt the customer service was pretty horrible, but I just used it and paid it off, no problem and never really had to deal with customer service...until recently. Due to Cat 5 Hurricane Irma headed directly to my area of Florida, I recently evacuated my state and spent a few days in Alabama, came back to a mess, and things are going OK now--a few weeks later. After returning to Florida, my car lease company reached out and said, "why don't we give you 2 months of not paying and we will add those 2 payments on to the end of your lease?" My Amex Loan also said, "why don't we give you 2 months of not paying and we will add it on to the end of your loan?" To both companies I said, "GREAT and THANK YOU!" Additionally my 2 major credit cards (Capital One and Am. Express) waived any and all late fees for 2 months w/o even being asked, they just did it if you lived in a "FEMA Zone." Here is how the Citibank Sears card responded following a Cat 5 hurricane: I had a $32 balance that I paid 3 days after the due date (due to no power and spotty cell phone service following the storm). I called in a few weeks later to pay the $32 in full and asked them to waive the $27 late fee...the answer was NO. I even asked to be escalated to a manager, the answer was still NO. So I paid the $59 in full w/ the rep over the phone and will NEVER use this card again. I will only keep it b/c it is not good for your credit report to cancel cards. I will wait to watch Sears go out of business. I DO NO RECOMMEND ANY CITIBANK PRODUCT...their customer service should be studied in College Business Classes for what NOT to do in business.