Citi card Really does have a heart.... Really.

I've heard that Realtors aren't making as much money as we were. On top of that, I decided to change a successful New Home brokerage and added a Resale department with Realty World. Now, I suspect that many of us have found ourselves with less than perfect credit. And during these time when the housing market isn't as robust as a couple of years ago. So, throw that in with some REALLY massive medical problems with my wife's brother, personal medical problems, and some MAJOR dental work for my wife (thanks to bad dentistry 10 years ago), we've been a little short. Keeping the buiz going, kids in college on and on.
So, we go over on the credit limit. We stay over, we get behind. We get caught up, we get behind. Have you seen what the interest rate can be if you're not careful? I sure didn't, and being totally caught up in the Buiz and keeping things going, I wasn't paying attention. Thank god myt wife did.
And she cried, and she came pointing fingers, and she grabbed my hand, held it and told me we'd get thru it together. Now please understand, I've read the horror stories, 4 credit cards. All maxed out, $50k in the hole. We weren't like that, but 12K felt like a lot. And I refuse to humiliate myself and tell you the interest rate (that I had ignored, cause I was TOO busy).
My wife sat across from me at my desk, and said "Call Citibank". So I picked up the phone, swallowed my heart, and begged. Really. I told them about my brother-in-law and his 3 surgery's, my 3 year child custody battle complete with psychologist. You know, all the NORMAL stuff in people's lives.
The lady at the other end listened. First she was going to submit for review (I guess they review overnight on request). She was writing, then she said, "you know, this just isn't the same when read it, hang on". She talked to ... I have no idea. Back on the phone, she told me they would cut my interest rate IN HALF!!!! She told me she could credit back $1400 in interest, and 2 late fees of $29 each. I almost cried. My wife did cry. The interest alone was 12% of my balance. I made the payment to catch up, and they did all that. Wow.
My wife taught me, make the call, treat people well, open up about the problems. People will help.