Citigroup
Mexico City
Daniel Ortega and Greta Jacobs
We were assigned Ms. W., a disabled woman, whose sole source of income is monthly social security checks.... Ms. W. explained that she was lucky because her pre-disaster residence (FEMA-speak for 'home') was habitable when she returned to Mississippi after the storm . . . We focused on her Personal Property Assistance claim. [FEMA had provided limited assistance, but denied her requests and appeals for additional help.]
We discovered. . .that the basis for FEMA's assistance denial was an inspection wherein the inspector failed to enter Ms. W.'s residence in order to conduct the inspection.
As we learned more about the trials and tribulations of obtaining assistance from FEMA, we experienced a variety of emotions, including sadness, frustration and indignation. These feelings fueled our sense of mission. We were determined to obtain some financial assistance for this woman. . . .
Months passed without a formal response from FEMA. After three months. . .Ms. W. informed us that she received a letter from FEMA. Instead of a response or acknowledgement of the pending appeal, it was a recoupment action for the $1,004 in Rental Assistance FEMA initially provided.
Once again, we re-commenced our letter writing and investigation campaign, determined to pursue justice. As Ms. W's legal representatives, we logged over 100 hours on her case. Although we have not had an opportunity to meet Ms. W. or visit Mississippi, taking the time to assist someone in her situation has been a rewarding and worthwhile addition to our daily banking functions.