3 months ago I logged into the Citi AT&T Universal Platinum site to change my password. Little did I know that by doing so the site automatically changed my preference from paper mailed statements to paperless. Consequently, after a spotless payment history since 1992 (300+ payments), I was delinquent the last 2 months because I never recieved a mailed statement. I was hit with a late fee and of course interest on my unpaid balance. After unraveling the mystery with a Citi CSR I asked for a waiver of late fees and interest. They indicated they could not. I am now in the market for a replacement provider. Citi does not respect nor cherish customer loyalty.