Complain about a product or service

CitiMortgage

CitiMortgage • Escrow problems • Duplicate credits • Misapplied funds • Due date

Finding a reasonable mortgage and successfully closing on it is tough. What's often even tougher is keeping the deal intact for the next 30 years. With lenders routinely selling loans and switching from one loan servicing firm to another, a remarkable number of things can go wrong, as these complaints show.

One point is especially important: You are legally obligated to make your mortgage payments by the date specified each month -- whether or not you are provided with a bill, whether or not the mortgage company or loan service agency has properly credited your previous payments, whether or not the escrow has been properly handled. Never withhold your mortgage payment for any reason. If the mortgage company's records are wrong, they can be straightened out later. You have no legal defense if you don't make your payments in a timely manner.

Matt of Carver MN (05/13/08)
Watch out for CitiMortage trying to sneak an early closure fee into no-prepayment penalty home equity loans. Although they have lost lawsuits in New York for collection penalties for early pay-off, they continue to try and sneak them in even in loans marketed as no-prepayment no closing-cost loans. A class action waiting to happen...

Had to pay an arbitrary amount to Citi for closing costs 1+ year after funding Home Eq loan. Will be suing to recover in small claims.

Kay of Madison WI (05/11/08)
We sent our payment via certified mail. Have post office delivery confirmation. Citi Mortgage still posted it as a missed payment and posted a late fee. We sent a copy of the check and proof of delivery to them. They still call us everyday and have not corrected their records and sending letters projecting us as the defaulter. We sent many letters all with certified plus return receipts.

We are tired of everyday phone and mail harassment. We are planning to refinance with a local bank. All paperwork is done by this bank and now city bank is asking prepayment penalty (We were told there will be no prepayment penalty) and the late fee for the payment delivered to them on time, but they failed to post.

Tunishia of Blacklick OH (05/10/08)
On April 29, 2008, I received a letter from Citi Mortgage stating that my monthly payment has increased from $1170.41 to $1432.63. I called them and spoke with Ana to find out what was going on and I was told that my escrow taxed has been raised by the city and my insurance has gone up. Because of the time of day, I knew that I wouldnt reach anyone at Franklin County Treasurers Office.

On April 30, 2008, I called Citi Mortgage again to verify their reasoning for my monthly payment going up. They told me again that it was because of my taxes going up and my insurance raising. They told me that they have assessed the up coming years taxes and that they had to make sure that they were covered. I called Franklin County Treasures Office and spoke with Ron and Shirley to find out what was going on. I explained to them what Citi Mortgage had told me and they said that I was about the 40th person that has called them today about the same situation. They broke down what my taxes were for last year and how much that I have already paid for this year. They also told me what was due for the next six month. It is the same amount that I paid at the beginning of the year. They told me that they have not raised my taxes and that they cant understand where Citi Mortgage is getting their information. I asked if they would fax over a copy of my taxes to Citi Mortgage to let them know and Ron said no problem.

I called my insurance agent, Ann Less, to verify if my insurance has gone up and was told that it has not. I was told that it has not changed since they started it. She said that I was the third person that has called upset about this situation. I explained to her what was going and she told me that if I needed her to fax anything to them to let her know. I thanked her and called Citi Mortgage back and spoke with an Alberto or Roberto.

I told him that I spoke with both Franklin County Treasurers Office and Grange Insurance about the increases and they both assured me that nothing has been raised. I asked him where they got their figures from. After going back and forth with them about this, I was told that they predicted the next years assessment and that they made the adjustments accordingly. I told them that they cant do that without the correct figures FROM the city. Thats illegally charging me and falsifying information. He then asked me what fax number was I given to fax my information and I told him. He verified that was the correct fax number and said that he would check to see if the fax was received. He asked me to give him a call Monday to find out what was going to be done.

I called May 5, 2008 and spoke with a representative; I couldnt make out his name, to find out if the fax that was sent to them May 1, 2008 from Franklin County Treasurers Office and was told it was not received. I told him that I faxed another report over to them this morning with a letter attached and he said that they wouldnt document anything for 3 days. I told him that I waited 3 days to contact them back and asked after the next 3 days are they going to tell me that they didnt receive this fax either?

I asked to speak to a supervisor and he connected me to Stephanie. I explained what was going on and she basically told me the same thing that the others told me that they make assessments depending on the economy. I told her that they cant do that without having actual documentation. I told her that they were making an assumption and charging customers without accurate figures. In other words they are charging customers for something that hasnt happened and is not true. She argued that that wasnt the case and I ended the phone call.

Right now, I can't make that payment. My monthly payment jumped from $1170 to $1432 and I can continue to pay this. I am going to loose my house if I don't get some help. I just got my credit back and this is REALLY going to screw me up. I need help!!!

Randy of Flint MI (05/08/08)
Citimortgage SCAMS! They sent me a bill for escrow shortage, telling me because my taxs went up and my house payment was going up. I called the township that i live in and my taxs went down. I then called citymortgage and was told they assumed my taxs were going up a 04% increase due to inflation, the township told me inflation for this year is 1.023%.

I then called citymortgage again and told them what my taxs are for the year and i want my payment to reflect the increase of 1.023% and not there charge of 04% and was pretty much told to get f ed. I told the representative that i refuse to make a payment that is more than my current payment and until they lower my payment back to what it was i will not be paying them.

Jennifer of Tappahannock VA (05/06/08)
My payments were $1,190.05(which includes principle, interest and escrows) through the month of January, 2008. I received statements for the month of February and March, 2008 showing payments due of $1,232.14 with absolutely NO EXPLANATION as to why my escrow payments increased $42.09 each month. I have been calling Citimortgage since February to try and resolve this situation, with no result. I have continued to send in my principle and interest payments. I have continuously gone through the ringer to speak to a supervisor and still am receiving the run around. I have been told, and still am being told, your escrow analysis came out and your escrows increased.? My response: MY ESCROW ANALYSIS CAME OUT EFFECTIVE APRIL 1, 2008, NOT FEBRUARY and the payments went DOWN, NOT UP. Then I'm told I don't know why, I will put in a research request and the explanation will be sent to you.

Finally after two weeks, I received paperwork in the mail, which shows my escrow payments made over the last 2 years, but NOTHING as to why the payments increased for those 2 particular months. Since my payments are in dispute, I gave written instructions on how to apply my payments, however, Citimortgage took it upon themselves to apply my payments to apply part of my payments towards late charges and put the rest in an unapplied funds account.?

Finally, on 4/28/08 I talked to a supervisor, someone I thought who knew what he was talking about. I finally got an explanation that the extra escrow funds were for some optional insurance. What optional insurance?? I asked. Show me something in writing that I signed and Ill pay the extra money. But you cant because I never signed anything.? The supervisor put me on hold, came back and said he had talked to the escrow department and it was their mistake and I only owed the $1,190.05 for February and March. The insurance had been taken off my account. I asked him to send me something in writing stating such and, of course, he said there was nothing they could provide.

After I asked him AGAIN about owing only the $1,190.05 and he agreed, I then authorized him to take $1,190.05 ONLY of the unapplied funds to be applied towards the February payment. I was not going to pay a late charge, nor the extra $42.09. He stated I did not have to. He even gave me a case number which states exactly what was talked about. Of course, I thought everything was straight, so I viewed my history and Citimortgage applied $1,280.94 of the unapplied funds ($1,232.14 which is the wrong payment, plus a late charge of $48.80). I have called 20 times since 4/29/08 and I am still getting the same run around. NO ONE AT CITIMORTGAGE SEEMS TO KNOW ANYTHING.

Each time I have to go through the whole story to get connected to a supervisor and when I finally get to one Im either put on hold and/or disconnected. This type of customer service is VERY unsatisfactory from a mortgage company. As a result of all this Citimortgage is claiming I'm two months behind in my mortgage payment and has ruined my credit.

I am seeking reimbursement for the overpayment charged for February and March, in the amount of $84.18, plus refund/reimbursement for late charges in the amount of 619.30 for a total amount of $703.48, plus restoration of my credit to good standing.

Jesse of Colorado Springs CO (05/02/08)
I paid my mortgage in march on citi mortages web site. Citi morgage doubled my payment and explained it as a glitch in there system. The also stated that it would take a minimum of five business days for them to credit the unauthorized amount back to me. I told them not to credit it back to me as I was $900 over drawn already because of this and stated that I would simply dispute this charge at my personal bank. I did this to avoid further overdrafts and penalitys. While in the process of disputing the unauthorized amount citi refunded the unothorized amount.

I then disolved the dispute with my bank and they in turn refunded citi the disputed amount. I then found out due to collection phone calls that citi never posted the refunded amount from the dispute to my account. I then contacted my bank and sent them the ACH tracking number so they could credit it to my account. They were given the ACH # and my personal bank statements on the 25 of March so they could send it to there research department. I have since been in contact with three people Jona, her supervisor Dihn, and now his supervisor Nancy Fuentez.

All of the above stated will not awnser the phone when I call nor will they return messages left for them (example I left Nancy three messages yesterday and two already today. Meanwhile I am receiving collection phone calls at home and at work! I'm receiving collection notices in the mail. And they have reported to the credit buros three seperate 30 days late. I'm running out of options to resolve this situation since they will no longer comunicate with me PLEASE HELP. Thank You.

As stated above 1. Continued harsaaing collection phone calls to work and home. 2. Collection letters. 3.Credit has been severitl damaged! 4. They have 1 full mortgage payment that is out of my account and the will not credit it to my mortgage.

Rebecca of Springfield OH (05/01/08)
Initial letter 11/07 claimed default;however did not state amount due,months missing. Letter rec'd 4/25/08 claims $2715.34; my records show all payments made and none missing.

Damage to my credit and reputation and they state they intent to foreclose on property if not paid by 4/30/08.

Jamie of Gloversville NY (05/01/08)
I was trying to research ways to fight my mortgage company on fees they have charged me and I came across an article written by katie Porter in the New York Times. Tis feeling of relief came over me knowing that atleast 1 other person out there was aware of what was going on. I have been battling my mortgage company for years and I'm stuck in this chapter 13 until it's resolved. I was desperately hoping that you could give me some suggestions as to what I can do about my situation.

My husband became severely injured 6 years ago and then diagnosed with a serious heart condition. This put him out of work. Because his injury was on the job, we had to wait for workers comp to kick in. At that time, I was in my last semester of college and had just given birth to our second child. I was on an unpain maternity leave. We had literally no income. When I tried to explain to my mortgage company they said they needed full payment. They did not offer me any solutions or advise me on loss mitigation. About 8 months later we filed a chapter 13 to save the house. At the confirmation hearing our mortgage company said we owed them almost 2x as much of the arrearage, but I was naive and didn't object because I just wanted it over. After paying into the plan for about 6 months we began receiving notices that we were behind on our payments again and foreclosure proceeding were going to resume.

Our lawyer advised us to do a conditional order in which we agreed to pay $1700 on top of our mortgage payment in order to stop the proceedings. He said we could furnish proof of payments and request reimbursement later. That's exactly what we did. We provide proof of all our payments but never received a reimbursment. Instead, we started to receive foreclosure notices again. THis time, they actually scheduled a sale. We were forced to dismiss our current 13 and refile. This time the mortgage company said we owed them nearly $10,000 in fees on top of the arrearage. I asked our lawyer to file an objection and a court date was set.

The mortgage company said they would agree to a loan modification at a lower interest rate if we cancelled the court date. We reluctantly agreed just so we could get rid of the headache. We filled out the paperwork and then were told we needed a $12,000 down payment towards the fees we owed in order to approve the loan modification. This is something we could not afford. Before we new it the new plan was confirmed (I partly blame our lawyer for this). I requested an account audit and breakdown of fees several times and never received one. I filed complaints with the OCC, the ABA, the attorney general, the BBB, the local senator and never got anywhere. I did however finally receive an account audit but was told that due to privacy laws I was not entitled to a breakdown of attorney fees. I noticed in the account audit that when I made my payments they were put in a holding account. I was then charged a late fee before they applied the payment at a later date. I was also charged numerous monthly inspection fees.

I finally, after years of battling, got a statement regarding fees I have been charged, but they are not broken down well. Here they are: bankruptcy fees:$400, $750, $100 attorney fee:$75 Foreclosure fees:$125, $875, $1900 Foreclosure costs:$ 1415, $335, $155, $85, $50, $480, $500, $350 Inspection Fees:$458.30$89.70 How can they do this? I have contacted my attorneys about this but they want money that I don't have. I've paid them over $3000 already. I really don't think they want to take this on either. Please tell me there is something you can do to help! Maybe you know of a lawyer in my area who would want to take something like this on. I would love to sue them for the distress and anguish they have caused me. I look forward to hearing from you.

My husband is very ill with a bad heart and neurological condition. He has had numerous appts and surgical procedures. We have 4 young children as well. Instead of spending my spare time taking care of their needs, I have to deal with this mess. Phone cal after phone call, complaint after complaint. We can't even get our credit back on track until this is resolved. We are living in a 2 bedroom trailor that is falling apart and we can't afford the repairs or have the opportunity to take out a home equity loan because of all of this. I have had to start taking antidepressants because I am so overwhelmed with worry and grief over this situation. We no longer have the financial freedom we could have.

Andrea of Clear Lake MN (04/27/08)
Our mortgage was sold by a small local bank to CitiMortgage in August of 2003. With the exception of some misapplied payments, the first several years were relatively pain-free. That all changed in February 2008 when we were being courted by another mortgage company to refinance our home loan and home equity line of credit (which is with CitiFinancial). We were about to move our mortgage over when we received a Dare to Compare letter from Citimortgage stating that they would meet or beat any other deal if we stayed with Citimortgage. I called Citimortgage to inquire about this offer.

I spoke with a representative named Gary who informed me that if we stayed with Citimortgage we could modify our loan and lower our monthly payments without having to pay closing costs. He recommended I sign up for the Rate Watch program, and when the interest rate fell to a more favorable level than our current one, we could call the Streamline Direct number at 800-372-1799 and they would help us modify our loan. Because of this information, we decided we would stay with Citimortgage and wait until the rates were favorable and then call to modify our loan instead of doing a refinance with another lender. We checked our Rate Watch information daily and waited for the rates to fall.

Unfortunately, when the rates fell to 5.875 for a 30-year loan and we called the Streamline Direct program, they informed us that the program was temporarily discontinued. The representative could not give me any information on if or when the program would be reinstated and transferred me over to the Refinance Department where I spoke with an extremely rude rep who essentially ended up hanging up the phone on me. I called the 800 service number the following week and spoke to someone else who informed me that we could indeed qualify for a modification and gave me the number for the Modification Department. Unfortunately, when I called the number, their office had already closed for the day. When I called back a few days later, the representative who answered the phone for the Modification Department said that they were no longer doing loan modifications and even if they were, we DIDN'T qualify - WHAT? We have a PERFECT payment history with Citi on both our first mortgage and our home equity line - who does QUALIFY if we don't?

So that is our story as it has played out over the past few months. We are so frustrated by excessive amount of time we have had to waste on hold, only to speak to rude and/or unintelligible service reps who can't provide a consistent answer or any resolution. I believe the practices of Citimortgage and its representatives since February of 2008 were not only misleading, but UNLAWFUL. No matter how big you are, you cannot make promises to people and then not deliver - especially when it comes to financial dealings that can have such a major impact on a family. Avoid these guys at all costs...you will never get a straight answer.

At this point we can make our monthly mortgage payments, but it is getting increasingly difficult with our rising heating costs, transportation costs, grocery bills, and so on. We turned down other offers that would have lowered our monthly payments significantly because of misinformation given to us by CitiMortgage representatives. This has caused us financial hardship due to the fact that we are still scraping by to stay current on our payments rather than having the several hundred dollars+ of relief that we could have gotten had we refinanced with another mortgage company - which we would have done if CitiMortgage would not have misleadingly told us that they would give us the same deal without having to pay closing costs.

Antoinette of Aurora CO (04/26/08)
My second mortgage was sold to Citi about 1 1/2 years ago.. it has been a living hell ever since! In the beginning for some reason the home owners inusarance was sent to them rather than my first mortgage. Rather than contact me Citi paid the home owners and proceeded to set up AN UNAUTHORIZED ESCROW ACCOUNT! I called them on many occasions and it took months to fix! My insurance company contacted them as well as the first.. I already had the funds in my first mortgage escrow account for the insurance and I was not going to pay again! This literally took months to fix.. I would send it my correct amount and rather than apply the money I sent they would put the payment sent in unapplied cash!

For several months this went on and finally it was rectified... Then low and behold they messed up my account AGAIN! I sent my payment in as normal with the correct written on the check and some one that does accoutns receivable took the check to be 100.00 less than the amount I owed as well as the ehck was written! These guys called me 10 days after my payment was due and told me I was in arrears! I educated whoever and told them the I am looking at a copy of the check and it is the correct amount as plain as the nose on your face! I called my bank who's account holds my money and they offered to correct the check amount and sent Citi the 100! However this NEVER posted. I had a 100 floating in limbo and did not know where it went..

After a week I called them and told them to take an additional 100 to get this fixed... they literally told me I had to call back to get the original check payment and the extra 100 applied to my mortgage payment... I called and thought this was finally taken care of! After several days collections called me back and told me I was in default! I have never been so mad in my life I spent hours on the phone with these guys and everytime they said it was taken care of and not one time had it been fixed.

Until I finally just literally exploded... this was on the 26th the customer service agent literally said that it may take until the first of the next month to get fixed! This is totally out of control! After resolving this I no sooner hung up and collections literally called the moment I hung up to tell me I was in arrears... I have never been so humiliated.. I paid this payment to begin with if there was an issue with the amount of the check based on the supposedly unlegible handwriting why can't the just call first then put the PAYING customer through hell!

This cause serious mental anguish.. when you know you are right and these guys totally ignore their wrong statements on the customer.

Antoinette of Aurora CO (04/26/08)
My second mortgage was sold to Citi about 1 1/2 years ago.. it has been a living hell ever since! In the beginning for some reason the home owners inusarance was sent to them rather than my first mortgage. Rather than contact me Citi paid the home owners and proceeded to set up AN UNAUTHORIZED ESCROW ACCOUNT! I called them on many occasions and it took months to fix! My insurance company contacted them as well as the first.. I already had the funds in my first mortgage escrow account for the insurance and I was not going to pay again!

This literally took months to fix.. I would send it my correct amount and rather than apply the money I sent they would put the payment sent in unapplied cash! For several months this went on and finally it was rectified... Then low and behold they messed up my account AGAIN! I sent my payment in as normal with the correct written on the check and some one that does accoutns receivable took the check to be 100.00 less than the amount I owed as well as the ehck was written! These guys called me 10 days after my payment was due and told me I was in arrears! I educated whoever and told them the I am looking at a copy of the check and it is the correct amount as plain as the nose on your face! I called my bank who's account holds my money and they offered to correct the check amount and sent Citi the 100! However this NEVER posted.

I had a 100 floating in limbo and did not know where it went.. after a week I called them and told them to take an additional 100 to get this fixed... they literally told me I had to call back to get the original check payment and the extra 100 applied to my mortgage payment... I called and thought this was finally taken care of! After several days collections called me back and told me I was in default! I have never been so mad in my life I spent hours on the phone with these guys and everytime they said it was taken care of and not one time had it been fixed. Until I finally just literally exploded... this was on the 26th the customer service agent literally said that it may take until the first of the next month to get fixed! This is totally out of control!

After resolving this I no sooner hung up and collections literally called the moment I hung up to tell me I was in arrears... I have never been so humiliated.. I paid this payment to begin with if there was an issue with the amount of the check based on the supposedly unlegible handwriting why can't the just call first then put the PAYING customer through hell! These people get off on such eroneous false moves on their customer!

This cause serious mental anguish.. when you know you are right and these guys totally ignore their wrong statements on the customer.

Mark of Dover OH (04/25/08)
I was an ABNA-AMBRO customer which was bought out by citi. In February 08, I received our yearly escrow analasis. It statted that our escrow was short and told us to pay the amount of the shortage, also gave a new payment. I called to see if I could keep the payment the same. the man I talked with at customer service told me the amount I needed send to keep my payment the saame. I sent a check over the amount I was told thinking it would further lower my payment. Since I have spoken to customer service5 times and every month when I receive my loan statement. I receive a new loan payment amount which have all been higher than the original amount.

Today 4/25/08 received another escrow analises with a refund check for over paid escrow and another higher payment amount. I don't understand how someone can get a refund when thier payment amount goe's up. So I got back on the phone and asked to speake with a suppervisor right away. She stated that they normally review thier escrow account in April and that since I was with ABNA AMBRO tha they did thiers in February and there must have been a mix up and someone did mine again by mistake. I said ok all I want is for the amount of the check they sent me to go back on my escrow and lower my payment. I she said I would have to send them anouther check, I said no I should not have to fix thier mistakes for them. I said that I would void the check and that I wanted it posted back to my account she said that she would send an email to thier escrow dept. and gave me my new payment amount. I asked how I would know that this time it was done right she said it would be ok now but Iinsisted that i receive a call letting me know.

Two hours later I got a message on my answering machine that They were unable to void the check and to call if I had any questions. I did call back I asked to speak to who was in charge of escrow An acount manager picked up and told me the only way I can fix this is to fax a letter to thier escrow dept. and send anouther checkafter a long conversation about customer service (which I hope was recorded) I found out that there is no one ther in charge that the account manager's boss was not there and Basicly her word was the law, because there are no names email address's or phone nubers for any one who is actualy in charge and can make a decision or get the problem resolved.

I would just like to know what one person is to do to fix these problems and who is watching over these companies as they continue to make mistake after mistake and leave it to the customer to find or fix the problem. This really tears me up. Also i filed Chapter 7 three years ago and was not properly informed on reaffirmation of my mortgage. I was never asked to reafirm by abna ambro because I did't include the housse in my bankruptcy. They reported my credit to the credit agancey's. Since Citi got my loan every statment mentions this is for information purposes only since the account may or may not have been in banckruptcy. They also don't report my credit. How can 1 company do differetly than the other if they are both governed by the same law's.

I'm pulling my hair out. I can't afford to refinace to get away from this company that bought my mortgage.

Tanya of Atlanta GA (04/15/08)
I was called and literally yelled at over the phone on new years eve to put my house on the market if I could no longer afford it. Yes on Dec. 31st to the point where she told me to give a chk with nsf. She told me and I quote You know that you have the money you just dont want to pay it as if I would risk losing my home where my husband child and mother live! I was so livid and no cared I called back to speak to someone else about it and no one cared can they do this to me? Is all I kept asking myself. I hate the fact that were not protected and yet they say that our calls are monitored for what if they can turn around and say it didnt happen

I have been so stressed I am now pregnant and on bedrest and have decided to move. The headaches and late nights of tossing and turning and not being able to sleep all the harassing phone calls I just cant take it anymore.

Jolita of Palm Coast FL (04/14/08)
Have mailed company explaining my divorce has left me unable to pay mortgage. Paid 1/2 month January and 1/2 month February. Ex husband has not been paying any bills and with my retirement income of roughly $1500 my bills exceed $2400 without the addition of the mortgage. I have asked for deed in lieu of foreclosure and faxed all appropriate forms to Citimortgage, yet they insist I contact my ex-husband who is primary on this mortgage and who's address and pThe problems encountered trying to bring this area to a workable conclusion are compounded by the size of this company and its failure to assist those in need. I was often interrupted by Shanita (the supposed loan counselor) and when I asked to speak to her supervisor, she argued with me and left me on hold for 10 minutes before I again gave up trying to resolve this dilemna.hone number I've provided.

I will probably have this foreclosure on my credit report, even though I've tried to provide the company with a workable solution.

Ronald of Peru IN (04/12/08)
I have had many problems with this mortgage company. But the main one I am discussing is what happended within this past month. Currently I live at another address and am remodeling the house thru Citimortgage. At this time I owe the mortgage payment for March '08 and April '08. I have been in contact with Citimortgage and told them I was sending the payment in which they agreed and everything was fine.

Today, April 12, 2008 I received a call from a gentlemen in charge of Safeguard. If your not familiar with them, they are the company hired by Citimortgage to come clean and rummage thru your residence when you are behind on a payment. Their charge is anywhere between $1,000.00 and 3,000.00 for services which is billed to your account.

Anyway, he called to let us know that he was contacted to go to my property and clean it up inside and outside. They are really not supposed to call you, but after he inspected it he found no reason to clean it so he called us. Good thing. I contacted the mortgage company to see what was going on because we had an agreement about the payments and the lady on the line said not to worry about Safeguard because they did not contact him. Don't worry...I think $1,000.00 is reason enough to worry. They state they have a right to go into my residence anytime they see fit, even if I live there, because I have a FHA loan.

Rene'e of Sugar Land TX (04/10/08)
Our mortgage with Wells Fargo was sold to CitiMortgage effective 1/7/08. The Jan. '08 PITi was paid to Wells Fargo on 1/3/08 along with a principal only payment. Wells Fargo cut a transfer check to CitiMortgage on 1/8/08, mailed it to them on 1/28/08, and show that is was cashed by CitiMortgage on 1/31/08. I gave the Wells Fargo ck # and amount to CitiMortage supervisor, Ms. Nicole Lopez, by way of a 3-way call with Wells Fargo on 3/25/08. She was informed by Wells Fargo at that time that they did have the cancelled check and it was pointed out to her that we had also paid a principal only payment that needed to be back dated and reapplied. She then put me on hold while checking with the cashiers dept. and returned telling me that the funds were unable to be located at that time.

She then stated that this is an Escalated Case of Missing or Misapplied funds to another loan and assigned a case # and instructions for me to check on the status at a later time. She also informed me that the principal payments that I have made from Jan-March and up until the time it takes to clear this would be back dated and reapplied and that this case had to be resolved within 7 days. That seventh day would have been 4/1/08 and as of 4/10/08 this is still unresolved. At this time I am wondering if CitiMortgage has already violated RESPA Section 6.

On 3/28/08 they sent a letter to my home address asking me for a copy of my cancelled check when in fact they need a copy of Wells Fargo's cancelled check; front and back. I have had the worst customer service from them and you cannot deal directly with one person, meaning each phone call, and there have been many, involves explaining over and over again to a new person. I need some help with resolving this and filing a complaint against them.

I have spent approximately 6 hours on the phone trying to resolve this thus far. I am not quite sure how to verify that our principal only payment made each month will be properly applied. This has caused me much unnecessary anguish and we have been treated as if we have done something wrong when in fact we are the victims. Our PITI and principal only payment has been applied to another person's loan and they treat us as if the burden of proof is on us even though Wells Fargo has their canelled check that Citi cashed! This manner of business needs to be stopped.

Larry of Portsmouth OH (04/02/08)
After paying a year's payments on a piece of real estate, this bank has called saying that I had fallen behind on payments to the point that they threaten to foreclose on the mortgage. They always give me a chance to make a settlement with them for the so called deliquint payments plus any and all legal fees thats incurred, of course they're using the own legal firms to do all of the legal work against me, so it's usually 3 to 4 thousand dollars up front and then they tack on extra $250.00 to $300.00 per month for the following 12 months making my payment from $460.00 per month to $900.00 per month.

This has ruined my marriage for me, has caused a divorced and a hardship on my entire family of what used to be a family of three, but now it's just me. My ex wife and my son now live in the property and I still pay for the place. The stress of it is so tremendous, and this bank still up to this day is pulling the same stunts on me. From all of the stress this has caused a great failure in my health and financial standing also.

Chad of Seymour WI (03/24/08)
On October 23rd, 2007 I sent all the documents that CitiMortgage, Inc. requested of me to do a partial release of my property. They wanted a new property survey ($1800.00) and appraisal ($300.00) done. They wanted a non-refundable fee just to look at the request ($300.00). They said it would take 6 to 8 weeks for the results. They sent me a letter dated 12/10/07 saying they were working on it and they would make every effort to provide me with an answer in two weeks. On January 4th, 2008 I called their Customer Service Dept. to check on it. The lady I spoke with couldn't answer my questions so she transferred me to a supervisor. The supervisor said it was still being worked on and she would expedite it.

I called back on January 23rd. The lady I spoke with said it is still in the process and to call back in a month. I called back that same day and asked to speak with a supervisor or manager. Got put on hold at 10:50 a.m., listening to a lady talk about services offered, for about 7 minutes. Then the phone went dead. I called back at 11:25 a.m. and it said all our representatives are busy and the wait would be 4 to 5 minutes. No one ever answered. Called back on February 5th, 2008. At 10:07 a.m. the automated lady said the wait would be approximately 4 to 5 minutes. After 35 minutes of waiting I hung up.

Called back the same day at 3:27 p.m. Jordan in Dallas answered. He said it will all be done February 24th. Called back February 29th. The rep. said it is being worked on and to call back in a week. Called back March 10th, 2008. Rep. transferred me to a manager. She said she e-mailed the partial release department to ask why it is taking so long and they are to contact me. She said if I don't hear from them I should call back in a week. Guess what? Nobody called me.

I called back on March 18th, 2008 at 9:45 a.m. Ronnie answered and placed on hold for 7 minutes. He transferred me to a number which he said was the Partial Release Dept. The call was answered by an automated lady that said to call another number. I called that number and Beverly Dickenson's answering machine picked up and said she no longer deals with Partial Releases and to call a different number. I called that number and got an answering machine to leave name, number and account number and they will get back to me within 72 hours. I did so with a brief description of my problem. It is now Monday March 24th, 2008. 144 hours have passed and they have not returned my call. They cashed my non-refundable check a long time ago. It has been 5 months since I sent them the documents with no answer.

My neighbors want to get this done so they can build a garage. They paid for the survey. We wanted to put an offer in on another house but it is too late now. Thank you.

Michael of Flagler Beach FL (03/24/08)
We bought a house from abn in june 2007. In July, citi bought our loan but we knew nothing about it. Our first payment automatically drafted from our bank came back and our bank charged $100 returned check. We sent again and it came back for another $100 from our bank. Then about late july or aug, we got calls and letters from citi wanting their money (we had no idea). Finally we start paying automatic bank drafts to them. Then they want 1st payment ABN sent back with late charges. After numerous calls were told, "oops they made a mistake, forget it, keep paying."

Then they don't get 3rd payment (automatically and our bank showing they did get it) so another late charge which we find out they never fixed the original problem. We owe $3-4000 and they ruined my credit report. So we go back and forth again resulting in us paying all back monies owed about 3/6/2008. Then on 3/23/2008 they tell us they are going up $400+ on our fixed monthly payment. They want 2 months in advance plus doubling our taxes in escrow. We need help from a lawyer.

We set up a 30 yr fixed 6.5% loan to buy our dream house in FL with payments of $1891 monthly is all we can pay and keep the house. Total @$2450 monthly with escrow. We've had to pay penalties, late fees, (not our mistake) forced to take their house ins at $2800 a year when we had $988 already paid in advance (they didn't know about because abn didn't tell them they are the same company). Now our payments will be $2898.80 starting 4/01/08. I think this is illegal but I have to pay or lose our house.

David of Blackwood NJ (03/17/08)
My girlfriend's grandfather has been looking to buy a house. He found a bank foreclosure home that he wanted to put a bid on, but before he did he contacted Citibank for a mortgage approval. He was given a pre-approval letter for the amount needed to finance the house, if the bank holding the house accepted his bid. He then put a bid on the house, and it was accepted; but he had to put $20K down to hold the house. Everything was set for the past month, then today at closing Citi said they were no longer going to make the mortgage unless his granddaughter pays off a student loan that he co-signed for.

That loan was always there on his credit report since long before he started the mortgage process and is not in default or anything like that. So now he has no mortgage and has until the end of the week to come up with a new mortgage or he will loose his $20K deposit which is all the money he had saved up for the house. Can he sue Citi for causing him this loss?

Jason of Grand Blanc MI (03/17/08)
Citi Mortgage did a yearly assessment--and figured I owe them another $500.00 per month on my payment, taking it from $883 to $1353.



Dan of Lewisville TX (03/07/08)
My partner and I currently have mortgage problems, and trying to do our best to keep our house, but dealing with citimortgage is virtually impossible. You can never get the person who has sent you several letters from loss mitigation stating they need to talk to you, but when you call their voice mail is full, and therefore you cannot contact them. Calling customer service line again is another impossible step, my hold times have been 26 minutes and more just to speak to someone, and once they answer the phone after verifying all your information, they then transfer you to a different department and again hold time is greater than 20 minutes, and then you have to reverify all your information again.

The only way I have been able to even contact them, and this I let the general public know, is a formal letter sent to their fax line. The times I do actually talk to a customer service rep, they at least tell me that my letter was received and documented on my account. I currently work full time for another mortgage company where our performance is based on customer satisfaction, and rated on calls and time. I sure would like to know which survey company they use so I can tell them a few things about their company. Since my ordeal I have had several contacts from different locations of citi mortgage, from Des Moise, Iowa, to Las Vegas, Nevada, to Fort Sills, South Carolina, all telling me different things. So good luck to those consumers that have their mortgage with citi mortgage, I sympathize.

No damage as of yet, unless they contact me, or now I guess the next step would be foreclosure, but I have made every attempt to send them the money, but they keep sending it back to me.

Ana of Fort Mill, SC (03/06/08)
CitiMortgage began servicing my loan on 12/1/07. My 2007 real estate taxes were paid at closing. When I logged onto my account, I noticed they had a 2007 tax payment scheduled so I called to advise them of the error. I faxed a copy of the receipt from the county but they paid the taxes which threw my escrow into a negative balance and increased my monthly payment.

Since then I have called religiously every two weeks trying to get this resolved. Every time I call I'm told they can not provide any info as it takes 3 weeks to research the matter. I have also filed a claim through their website twice.  I get a confirmation number but no copy of what my claim says. I also mailed them a package with details of the my calls, copies of closing papers, copies of the duplicates, it's 3 months later and nothing.

I called my county tax office and they acknowledged receipt of the duplicate payment and advised that a refund check was sent back to CitiMortgage two months ago. 

Allison of Battle Creek, MI (03/06/08)
My husband received an organ transplant in January and has had complications since.  He is the person on our mortgage account, but he has authorized me both in writing and verbally with CitiMortgage numerous times to deal with every aspect of our account.

We did not intend to be in the hospital for very long and did not take our bills with us when we left. When I realized that our house payment was due I called the customer service number, got our account number and the mailing address.  I was assured that there would be no problem with the payment, and if a late fee did accrue I could have it waived.

I mailed the payment and assumed all was well, until I came home recently and saw a letter from CitiMortgage saying that the payment never arrived. I called the bank and verified that the check had not cleared.  Yesterday made my Feb payment via check-by-phone.   I was again assured  that as soon as the check cleared I could call back and the late fee would be waived. 

Today I was told that in order to waive the fee my husband would have to call himself.  I explained repeatedly that he cannot do and even though I am authorized to deal with the account, the company refused to waive the fee until my husband calls.

It boggles my mind that given the circumstances, and the statements that have previously been made to me, a company as large as CitiMortgage is refusing to waive $28.74 in late fees.

Dave of Hayesville OH (02/21/08)
In 2003 my mortgage was acquired by citigroup mortgage. From that time until mid-2004 I made regular payments on time. In the fall of 2004 had some employment and money problems resulting in my falling behind on the mortgage payments. I stated repeatedly that I had intended to catch up by the end of the year. This was not good enough for citigroup mortgage who started foreclosure preceedings before I could send in any payments. Jan. 2005 had worked out a forebearance agreement with citigroup. At which time I sent by western union the required payment to catch up the loan. In February 2005 contacted citigroup mortgage to acquire about the status of my mortgage and was advised that I was still 7 months behind. At that time I consulted a bankruptcy attorney who began to prepare a chapter bankruptcy plan. Sheriff sale was schedule for June 2005. Bankruptcy plan was filed by my attorney on May 31, 2005. June 6th was advised that my house had been sold and I would need to move out soon. Luckly the bankruptcy automatic stay issued by the court cancelled this sale.

In my second year of the bankruptcy have not received anymore calls from Citigroup demanding payment. I believe that this method while drastic is the only means to deal with this company.

Cristen of Summersville MO (02/15/08)
They have collected our payment each month and defrauded us out of $12,000, plus expenses, so far by holding payments, not posting them, and then attempting to charge us late fees and foreclosing. They have done this TWICE so far. We have documentation that all payments were made, bank records from automatic withdrawals, cashier's checks, and even postal receipts from when our payments were mailed certified mail. At first, we paid by check. They cashed one of our checks for DOUBLE the face value (two payments), which caused our account to be overdrawn. They refused to refund the overpayment--instead saying they would credit it to our principal, which DID NOT happen. Our bank had to go after them to settle the insufficient fund fees, etc. from the overdraft they caused. Then, we switched to automatic withdrawal, knowing that the documentation our bank would have of their withdrawals of payments from our account would be to our benefit. This did not stop them from trying to foreclose, however, even though we had all documentation of every payment.

They told us the so-called default was all a mistake, and that they were investigating our account. Then, we got a letter from their attorney stating the date and time of foreclosure sale if we did not pay $6,000, including their attorney's fees. AFTER we got the letter from their attorney, we got a letter from them (obviously post-dated) telling us we were delinquent. They have done this to us for the THIRD time now, as we got another letter (obviously NOT mailed by the date on it, as it was two weeks later) saying they were going to accelerate the note due to default by sending it to foreclosure by March 3, 2008. I have receipts of all the cashier's checks sent to them, ALL of which our bank has documentation that they cashed. I also have postal receipts showing when I mailed payments certified mail. They are again trying to DEFRAUD me of $2,904 this time. I have filed complaints with the Federal Trade Commission, and the Missouri Attorney General's office. I was party to a previous lawsuit through the Attorney General's office, which was dismissed. We were told that Citi was unethical, but not illegal to hold payments and attempt to collect late fees in this manner. We were also told that it was irrelevant that we had all documentation that every payment was made.

So far we are into this at $12,000-$20,000 and climbing--plus late fees (which we DID NOT owe), fees for their foreclosure attorney, postal fees for mailing everything certified, extra cost incurred for purchasing cashier's checks each month, money for faxing payment documentation into all three credit bureaus EVERY month, as they falsely report a default on our credit, and a tremendous time commitment. We have called their managers 2-3 times a week, sent numerous faxes of our proof of payment, and now we will likely incur attorney's fees to take them to court for fraud, not to mention the emotional toll it has taken on our family.

Daniel of Dorchester MA (02/15/08)
On February 14th of 08, I received a notice from the City of Boston - stating my most recent quarterly tax payment was unpaid. CitiMortgage stated, on their website and eventually on the phone, that they had indeed paid this tax on January 21st, 2008 (roughly $675). I spoke with representatives from the City of Boston, who were straightforward in reporting they had not received it, and would be happy to adjust the account if Citi could provide proof. I called Citi, spoke with 'Samir' - who was willing to only send me a note saying Citi had paid the taxes from escrow (which I could print out online).

The City asked for legit proof, i.e. cancelled check. Samir reported this was not possible. The City suggested I make sure Citi paid the correct parcel #. Samir reported this was not possible. I asked for a supervisor, and remained on hold for 25 minutes. I then spoke with an account representative, Jordan, who stated (after I explained my situation), that there was a note in the tax records stating THE TAXES HAD NOT BEEN PAID. Citi didn't feel it necessary to inform me, and as such I was not savvy to this problem until I got the notice from the City.

Now, there is a late fee, plus interest on my tax bill. Jordan stated the tax issues had been found on Feb8th, resolved, and that Citi had re-sent the payment, with penalities and interest, at no cost to me. No time during this problem was I contacted. Furthermore, Jordan wasn't able to cite what the actual 'problem' had been, or what the new tax dollar amount was (with fee and interest) - even though I had it right in front of me. Undoubtedly some of the worst customer service I have ever experienced.

Shabsi of Brooklyn NY (02/10/08)
I bought a new condo, and my bank is billing me for property taxes every month. However, the property has been approved for a tax abatement, but the bank is still asking me to pay the old tax rate which comes out to $1400 each month. It should only be approx. $20 each month. I called the bank several times; they should adjust the rate, and they said that I will have to wait until July of 2008 for the next tax statement. I tried to explain to them that all the information is on the City of NY web site, but so far I had no successes and am still paying every month $1400 in taxes. The bank has notes of every time I called.

My payment every month after taxes comes out to $2824.44, and with a family of 5 (a wife and 3 kids), I can't afford to make such high payments. I am also afraid if I won't pay the taxes, they will report to the credit agencies and ruin my credit. So I am reaching out for help.

Shayla of Chula Vista CA (02/04/08)
We have been trying since July 2007 for help in preventing foreclosure on our house due to high interest sub-prime loans, 1st & 2nd ($5,000.00 mortgage due to a home remodel/addition). This is the first month that we have not made our payment on time. I want everyone to know how horrible their customer service is with Citi Mortgage and how that company doesn't help their customers. Just trying to get through on a phone call is a joke. I have been put through to every kind of department, as this person or that person doesn't know anything. I was told that our loan is NOT eligible for a loan modification; no they don't have a payment plan other than making extra payments divided by 3 months.

No wonder people are losing their homes because of companies like this that aren't even helping us to save our homes that we work VERY, VERY hard to keep. My husband is working 2 jobs to help cover the mortgage, and I can't get an extra job to even help out as we have 2 kids. I am fighting mad, and I want help in getting our loan fixed to help us keep our beautiful house we have worked so very hard for.

We will lose our house if we can't get help from these mortgage companies. We have lost so much money since the real estate market has crashed. I am tired of the red tape in all this mess! I have migraines a couple times a month due to the stress of all this. My husband's and my health is becoming an issue due to all of this stress we are going through.

Eugene of Houston TX (02/01/08)
Citimortgage took over my mortgage after ABN Amro at the end of 2007. For some strange reason, Citimortgage is not paying my school taxes. I called them twice and sent two e-mail requests reminding about the deadline Jan. 31. I even faxed them a copy of the school tax bill, but nothing happened at all. They just told me that my request is being processed (first call) and then it's being expedited (second call). There is enough funds on my escrow; they got a copy of the bill. I'm at loss as to why they can't pay it.

My good name as a taxpayer is tarnished for no reason, and there is an additional 7% they will have to pay.

Miles of San Diego CA (01/27/08)
Citimortgage notified me that they performed an Escrow Analysis on my mortgage, and that they were raising my monthly escrow bill from $401 to $1,787.50. Upon researching the issue, I found out that Citimortgage had miscalculated my '08 escrow requirements for the following reasons: 1)They requested that I send my supplemental bills to them for payment, and I did so, when in fact this was to be handled by me, as there was not funding identified to pay such a bill with my escrow account. The bill was for $3,837.88. Citimortgage then paid the tax TWICE in error. The additional check was rejected by the county tax assessor, but Citimortgage states that their error was my problem until it's all figured out. They then calculated that my escrow account needs for '08 would include the 1.1% property tax required by the County of San Diego, the ONE TIME supplemental Tax bill for '07, the amount sent in error by them ($3,837.88), and my hazard insurance premium of $492 for a grand total of $12,730.45.

What I really need in my escrow account is about $4,700. I provided them with contact info to verify this. They ARE UNRESPONSIVE WHEN I CALL TO CORRECT THEM, AND CONTINUE TO INSIST THAT I MUST PAY THEM THE ADDITIONAL AMOUNTS!

Their error has risen my monthly mortgage bill from $2188.00 to $3236.64. I cannot and will not send them the extra amount in error. How can I trust that I'll get it back when, God willing, THEY FIGURE OUT THEIR ERRORS? The billing department is starting to call, and I'm awaiting the outcome of an account inquiry by the 31st of this month. I must admit, I'm not optimistic. What should I do?

Dorothy of Woodbridge VA (01/23/08)
Since my loan was purchased by Citigroup in late 2007, I've had numerous calls from them stating they have not received my payments, which I have set up as recurring through my bank account. However, when I look at my account with them, there is an extra payment noted that is not explained. I've been charged late fees and have just made an extra payment that I didn't need to make. I've spoken to someone last month about this but just got another automated call stating that my account was overdue. I've had no problems with this mortgage payment until Citigroup took over. I've tried to call again but cannot get through to a live person.

I've just made an extra payment that I don't think I should have had to make. And, I was charged a late fee that I didn't owe.

Shay of Kissimmee FL (01/22/08)
We though every was going fine and payments were being made and applied correctly until we got a call in October stating that they had not recieved a single payment on the account and that we were behind for three months. I was in disbelief and contacted my husband makes that payment. He had to print out his bank statments stating that we had made payments through there online system. Apparently the August payment was misapplied somehow (still have not received a straight answer about this) and that the online system did not draft out the September payment. We then made the September and October payments together and then thought that everythings was fine.

Later in December we get a knock at the door stating that the company was putting us through foreclosure for non payment. Since then we had stopped making the payments online and were doing western unions to make the payments to the company for the November and December. Apparently the company still states that we did not pay September-December. We have proof of payments through bank statements and the western union drafts.

Linda of Flomaton AL (01/20/08)
I have a FHA loan and my mortgage is with CitiMortgage. I bought my house 11/06. Last year my son moved out, unexpectedly, reducing my budget by $800/month. I had surgery on my shoulder and had some unpaid leave. I fell behind on my credit cards and car loan, trying to pay the mortgage. I contacted CitiMortgage and requested hardship assistance for a couple of months to give me the time to catch up. They denied me with no explanation.

Now, because of late payments on my other bills, my credit score plunged. Since that time my mortgage payment has gone up over $60.00 month. This was because my insurance went up. It put my escrow in a negative number. The insurance company said they sent me the new information, but I cannot find where I received it. I called CitiMortgage, again, and explained the situation. I offered to send half the payment now and the other in 2 weeks. They did not accept my offer. I was told we don't do that, we have to have the full payment. I requested they transfer me to the office that handles the Bi-weekly program. I was thinking, due to my situation, they would allow me to start this program. I was told they can't work with my payday schedule. I get paid on the 1st and 16th. She advised me they would only do the 15th and last day of the month. This is not what the website states. I also discussed the hardship request denial. They stated I wasn't eligible because my escrow went into a negative balance because the insurance premium went up. However, I requested the hardship assistance on 9/07 and my insurance premium was effective 11/07. So now I am unable to make my mortgage payment. One payment will leave me with about $200 out of my paycheck to buy gas, groceries, medicine, doctor, and pay bills due. I worked so hard to get my credit and this is the first home I have owned. I am moving to Wisconsin and now I am out of options to purchase a house there. From what I have read, the mortgage companies have plans to assist homeowners with these kinds of problems. Apparently, CitiMortgage doesn't. I don't know what else to do, other than to let it go into foreclosure.

Ronald of Manchester MO (01/20/08)
I originally signed up for the loan through AMBRO mortgage exactly 2 years ago when I closed on my house and agreed with the terms, conditions, and payments. My payments were set at a fixed amount as far as principal, interest and escrow payments until the company (Citimortgage) took over the loan very recently. Now the company (Citimortgage) is increasing my monthly payment because of a slight increase in Escrow. My previous escrow payments were not really off that much, about $20.67, but what's not acceptable is, they wanted me to pay $604 as a buffer per year in order to upset the shortage, instead of $20 difference. My monthly house payment will be increased by $118 per month. I tried contacting the firm but to no avail on my side. Is this a fair practice?

With my previous payment, I am able to make the payments but an extra fee added to it will cause me to lose my house. Please help.

Virginia of Columbia SC (01/14/08)
Citi Mortgage bought out my mortgage from ABN - AMRO. South Carolina passed a penny sales tax last year to reduce property tax rates. Since my property tax bill decreased considerably in December, I have approximately $1300 in overpayment in my escrow account. I have called Citi Mortgage several times to inquire as to whether or not they are doing an escrow analysis on South Carolina mortgages and when I can expect to hear from them regarding the overage in my account.

Nobody seems to have a clue what I am talking about...I was told that no escrow analysis is being done and would not be done until my scheduled annual due date. Isn't that convenient? Citi Mortgage can use my money interest free for as long as they want to before refunding the overage and adjusting my monthly payments.

Eugene of Wintersville OH (12/24/07)
Three months ago Citi Mortgage bought my account from ABN-AMRO Mortgage . I had a good credit account until then. I got behind on one payment and sent over half of the payment, and they didn't add it to my account. They sent me a letter and told me they are holding that money and will not apply it until they get the other $200.

The next month I sent them a check with a payment of $1000.00, and they mailed it back and told me I owed them payments for three months and late fee. So how is Citimortgage getting away with this kind of treatment? I never hear of a bank refusing payment. What are they trying to do, put everybody in foreclosure?

David of Ellington CT (12/19/07)
Dear whoever you are, After emailing my US Senators I decided to google CitiMortgage and came up with your site. The problem has to do with exhorbitant demands for escrow accounts and I was interested in finding that other people are having the same problems with speaking to a person in authority at CitiMortgage. It is extremely irritating and frustrating. Thanks for listening. I just wanted to add my two cents for the record

Rae of Phoenix AZ (12/03/07)
In 9/2007 Citimortgage didn't inform the Maricopa County Treasurer that they would pay our property taxes from our escrow account. Therefore, we were billed for the taxes. So that the taxes wouldn't be paid late and so we didn't incur late charges, we paid them. I then contacted Citimortgage to find out why the taxes weren't paid out of our mortgage payment's escrow account. I was informed that Citi would pay our taxes and we would receive a refund as of mid-October. Mid-October came and went, so I called Citi again. They said they'd sent the tax payment to the treasurer, and as soon as the payment was applied to our account they could process our refund. I called the Maricopa County Treasurer to find out if they'd received Citi's payment and they said no. I called Citi again and they said they'd sent the payment. I kept the Citi customer service rep on the phone and conducted a 3-way call with the Citi rep and the County treasurer rep. The County Treasurer said they were behind on processing the mortgage company checks and would have them all processed by 11/30. Yet by Monday, 12/3 it still wasn't applied so once again I got a Citi rep on the line.

The conclusion is that the bank will reissue the check, and now it will take 60-90 days for the process. I am appalled at the remarkably poor customer service I've gotten. For the first 3 phone calls and for 10 weeks, did a single Citimortgage person attempt to proactively solve my problem. Why did I have to initiate an investigation every time, and why was it because of my phone call that Citimortgage realized that the payments to the Maricopa County Treasurer for ALL of Citi's customers in this county was somehow lost? I informed Dustin that I was submitting this complaint AND investigating refinancing.

As of today, 12/3/2007 its been over 10 weeks that a payment of over $1,212 has been owed to us from Citimortgage.

Laura of Wausau WI (11/26/07)
Citi Residental Lending took over Ameriquest mortgages. Rates went up. I have been unemployed since August. Citi calls me every week trying to get me to submit to a payment date. I am doing the best I can to find a job. I receive no unemployment. As of this date my house payment is not yet 30 days overdue. Yet Citi keeps saying after December 1st they will issue an intent to foreclose letter. Is it legal for a company to threaten foreclosure when you are only one month behind in payment? They don't want to work with you, they just want foreclose. Stress is high enough without this being a verbal threat every week. Is this fair?

I have lived in for over 15 years with my children; because I am one month past due on my mortgage payment I might lose it. The emotional damage is unbelievable. It used to be that lenders work with you--not flat out against you.

Catrina of Cleveland Heights OH (10/16/07)
I got behind two months with Citifinancial but was making payments and communicating with office staff in making arrangements. They call my job 8 to 9 times a day, then the same when I get home. My father spoke with a Brian at this branch who gave my father my entire loan information including how much is owed and balance, which is against the law. I made a pre-arranged payment on August 3, and Chris, the manager, filed a complaint against me on August 2.  My attorney spoke with their attorney about options, and I chose to pay amount owed and make monthly payments on time for 5 years stated in a judgment. Today we called to finalize were told that they decided they wanted to garnish my wages and that this was a personal vendetta. Their own attorney is disgusted with them.

I am so stressed out that I am losing weight and sleep and I have become very depressed. I have 3 children to raise and I am a single parent. They will take 25% of my gross which is $740.00 a month. This is like a house payment. How will we eat or how will I continue to keep a roof my family's head? I have kept in contact with them even when they make threats.  This is the only unsecured debt that I have, and they want to destroy me with it.

Stephen Grigsby of Forney TX (10/09/07)
I received my 2007 escrow statement and noticed a whopping $321 per month increase in my payment. After putting a pencil to paper, it became obvious that they had incorrectly estimated one of my taxes. They had the tax increasing over 114%! The situation was extremely stressful for me as I couldn't afford the payment they had calculated. I was actually talking to another bank about refinancing, just to get this fixed.

They finally got that problem fixed, but they're still over-escrowing my account by about $80/Mo. Now, that may not sound like a lot of money to some of you, but for me, that's huge! I have enough money in my escrow now to pay for all my taxes & insurance, and I still have 2 payments left for the calendar year. When I called them they said it wouldn't be refunded until March 2008.

My gripe is that Citimortgage is going to camp out with my $1,000 for a few months and earn interest while I'm struggling to pay my cable bill. I'd be willing to bet they're over-escrowing lots of other folks too. Add them all up and they're making easy cash.

I'm a single father, and this has had a incredible impact on me and my 2 boys. My budget has been strained all year over this. If I thought I had legal action I'd hit it. I also think mortgage companies should pay consumers interest on escrow overages.

Nancy of Fruitland Park FL (10/05/07)
citimortgage foreclosed on my home in June of 2007. The home has not gone up for sale yet. In July of 2007 I made them an offer of $84,000 cash for them to do a short sale. At first they agreed, then they changed their minds and refused - then a few weeks later they said they would probably agree. In the meantime I went and purchased another place to live. They have caused me nothing but emotional turmoil for over a year - I never took this mortgage out with them in the first place - they bought my mortgage from Castle Pointe Mortgage.

I can never get any factual information from Citi and they always come up with different facts everytime I call them and I never get to speak with the same person more than once or twice.

I am losing the home I love and I have dogs and they enjoy the large yard - why couldn't Citi have just negotiated with me in the first place!

Jeremy of Round Rock TX (10/01/07)
My Loan was bought by them, all the sudden I have an $800 forclosure fee from over 2 years ago. Even though I paid extra on my principle every month since, and never had it pulled for any FEES. Now they buy it and a fee POPS up.  This company is horrible.

Kenny of Chesapeake VA (05/08/07)
It all began when my wife was put on bedrest in July-at the end of her last pregnancy. She was unexpectedly out of work and we began getting behind. Most of our creditors worked with us--not Citifinancial--who we have a very small second with--about 14,000. First we were told we could be given a deferrment. Then we started getting call after call. We were told we were not eligible for a deferrment. We were behind less than 60 days.

In November they stated that they never received our payment. So I put a stop on the check and sent out two payments(Nov and Dec) via online banking. In the meantime we received a letter stating they were taking us to court and wanted to foreclose. Our lawyer got involved. The judge dismissed their claim of foreclosure but told us we had to pay their lawyer fees--115.00 a month for 6 mos.

So we began sending weekly payments via online banking. Citifinancial would process some and some they would not. They would also hold onto some checks for over a month. So checks sent to them in April might clear before ones written in March. Then they sent back checks saying they couldn't find the account number--all the while they had written it on the check and then blacked it out with a marker!!!

They also claim to have not gotten payments that have cleared. We are going back to court for the third time with them. The second time--the judge basically asked their lawyer what was going on--to which he didn't have an answer. Their latest claim is that they have not gotten payments since Jan '07 and want $600 in 45 days to avoid foreclosure. It is a good thing I have made all payments via online banking so I have proof of payment.

This is incredibly stressful and creates lots of uneccessary tension, anxiety and stress. No one wants to lose their home--especially with 3 kids and especially when they are making the payments!

Tom of Quenemo KS (05/04/07)
We just bought a new home in December and Citimortgage bought our loan and the first payment was due February 1st. We received a letter stating we had 60 days to make the first payment w/o being penalized for it. We later realized we'd read this letter wrong - according to them. SO we have been making payments and sending money in every few weeks to try to make up for the late Feb payment. So now we are in April and according to our records we are caught up and I'm now working on sending payments for the May bill.

WE have been receiving letters stating we owe a HUGE amount and we aren't seeing our payments get credited. Then we received a letter with one of our checks being returned to us as they refused it. I called them that Friday right away. They have money sitting in an unapplied account and won't credit it to our loan.

Paul of Vista CA (04/18/07)
Citimortgage bought the original fixed-rate loan on our new home, purchased June 2005, within 3 months. A year and 3 months later they notified us of a HUGE jump in our payment from $3166.45 /month to $4009.70/month. They cited an escrow shortage miscalculation and the need for them to maintain a sufficient reserve. Many phone calls and long-distance discussions with Citimortgage representatives (all out of our state of California) left us completely in the dark, stressed, and worried we would lose our home that we had so conservatively financed. Our rate was fixed and so is our property tax.

To this date we still have no explanation or justification for this incredible hardship citimortgage has caused us. They apparently feel quite free to raise a customer's payment a huge percentage with no warning, no explanation,no apology and no option.

My wife has had to go out and find two jobs to save our home. The stress, anger and helpless feeling of this situation is unbelievable. Citimortgage doesn't seem to give a damn and this disaster appears to be based on their miscalculations and negligence !

Jessie of San Antonio TX (04/09/07)
I purchased my home a year ago and Citimortgage purchased my loan from First Continental Mortgage. My payements were the same until now. Citimortage is going up on my mortgage $1700.00 a month. Almost double what I am paying now. They are calling it an escrow shortage. My taxes nor my insurance increased. I have not been able to talk with anyone in the company and I am placed on hold for hours at a time.

There is no possible way for me to pay that rate and normal home bills. I am in shock trying to figure out what are my options since this is due next month. I was given a thrity day notice to pay the new amount.

Tina of Blaine WA (04/06/07)

We received a 2nd mortgage from Citi financial in 2001 we made our payments on time. From time to time we would get an extra charge for a bounced check. I would fight with them send copies of checks and they would never reverse the charges so I just paid them there blood money. The worst part was when we refinanced our mortgage and the loan with them was to be paid they would not send a payoff over and over they were asked for it.

It got to the point were I got involved and I was informed that it was sent and he would send it again as a favor to me. After many calls the escrow company finally got the payoff they sent the payment the same day hand delivered. A few days later I went to check on the payoff and Citifinancial told me that we still owed a release fee on the loan! I went in to the office with a copy of the payoff they sent to the escrow company and in the space for addition fees it said 0.00 and I pointed out this fee was not disclosed in our loan papers.

You can never get a straight answer and in the time we had the loan we over paid and gave them what ever fees they attached to keep our credit clean.

Cp of Lake Oswego OR (11/29/06)
I completed an loan application to refinance with Citimortgage. I paid an application fee and this fee is to be refunded if a loan was approved and accepted. I found out that I had collections on my credit reports and attempted to dispute them. In the meantime I requested for Citimortgage to cancel the application and I requested a refund of the application fee charged from my credit card. She continued to tell me the fee is non-refundable since the application is approved. I never received an official approval letter from the Company. This took about 3 months.

Diane of Aiken SC (09/13/06)
I have been insulted by customer service reps. and told that they will put me out of my house. I have gone through some rough time the past couple of years and I have had to apply for deferrments. I am now in the process of trying to refinance my mortage and get them paid off and they are saying that I have $8088.46 in interest due to them that I can not figure out. my balance is $49712.36 Principal and this mystery $8088.46 plus $15.00 for a fax sent to the company doing the refinancing and this thing everyone just says is other fees $317.83 no one can explain this fee at all and now the company I am looking to refinance with is saying that they can not do the refinance with because of the outrageous fees they have attached to my mortage.

I have asked them for copies of all of the so call deferments that they say I have done and no one seems to be able to supply them. I have also been told that I have bounced several checks and no one can send me proof of this. I have been told that I will have to western union my payments for the next 25 years. I would likefor someone to look into the outrages fees this company is charging people and stop this they are looking to foreclose on properties and not let people get from under them.

Steve of Fairfax VA (09/13/06)
On August 1, 2006, my homeowner insurance carrier sent notice to CitiMortgage for renewal of my insurance. The premium amount was $3842.50. On August 23, 2006, the CitiMortgage Insurance Center dispersed funds from my mortgage escrow account for homeowners insurance. The amount sent ($3789.44) was incorrect and the payment was sent to wrong insurance company. On August 24, 2006, both my insurance carrier and I notified CitiMortgage that payment had not been received. A check was disbursed to them that day and received by my insurance carrier.

On September 1, 2006, I received letter (dated August 23, 2006), from CitiMortgage that they had not received the renewal policy billing. The letter also indicated that $3842.50 was being disbursed to my insurance carrier. Although the funds were disbursed, it was a false statement that the notice had not been received. If they had not received it, they would have not known the correct amount or the correct carrier. On September 11, 2006 I received my monthly mortgage statement showing a negative escrow balance. The negative was due to the fact that 2 payments had been deducted.

On September 12, 2006 I contacted CitiMortgage via telephone. After speak to four different individuals, I was advised by Ms. Tonya Mitchell that I would be called by COB that day to advise of when the funds would be returned my escrow account. I did not receive a call. An online inquiry shows that the escrow balance of negative amount remains. When funds are disbursed from a consumer's escrow account and not returned, I consider this fraud or negligence.

Kenneth of Smithton MO (09/02/06)
I have had a long bad history with Citifinancial Mortgage, starting with changing names and account numbers, losing payments. But, without doubt the worst is recieving the billing statement late. Today is September 1, 2006 and the payment is due September 7, 2006, I called to ask where the bill is, and they said it must be slow getting to you. So I asked why and was told a irresponsible childs answer, I don't know. Yes, I have previously been told to send the payment check in my own envelope or pay at the branch 40 miles one way. They sit on the payment checks once they recieve them, because I use registered mail and know when they were signed for. Why this company has not been investigated for mail, wire fraud is anyone's guess. I don't trust the local Citifinancial Office as they put me in this nightmare, so I will Federal Express it there, once again.

Money spent to ensure they don't call at 8 o' clock in the morning again saying they are invoking universal default and screaming we are taking your house away. By the way the second time this happened, and they screwed up both times and where called on it. Waiting for third time, because I would get a lawyer, because you shouldn't cry faux foul and get away with it.

Jc  of Los Altos CA (08/20/06)
We applied for home equity loan and gave Citibank verification of employment, insurance, etc. Citibank then mailed us a letter of approval noting that we should call the 800 to schedule closing. We've been attempting to schedule, but each time we call Citibank, they have a new condition. Nearly every week that I call in they add another minted condition. This has gone on for about 3 weeks. Citibank has requested that we give them copies of our entire Wills and Revocable Trust Documents, our entire 2005 Federal and State Tax Reports, W2 Forms, 5 copies of paystubs was not enough (we gave them 9), they asked me what exactly I did for a living. I told Citibank re Trust, that all we are allowed to give them is the Certicate of Trust noting the settlors and trustees and exact name of the Trust. Citibank is unmoved: they are still asking for the Trust documents and have been doing so for one week now.

Jack of Greenfield MA (07/19/06)
Citimortgage bought our mortgage after it was only about 5 months old. I missed a payment unknowingly. They never reported it to me, just started adding on service and late fees indiscriminately. When my dozens of letters and phone calls failed to put me through to a single person I could work with, I hired a Lawyer. For almost a year now my lawyer has been getting the same run around and BS that they gave to me. they refuse to change any records of payment, or fees, etc etc. even though my lawyer and bank statements show they are wrong.

As of this month I am in the same condition I was almost a year ago, with no resolution in sight. I am preparing to sue them in small claims court (MASS) under the unfair collection practices law. People with similar issues may want to review this process-I am using it only to get their attention so my Lawyer can start to deal with them.

My credit record is in tatters, I have had hundreds of dollars in unwarranted Late Fees assessed, my mortgage records indicate I am a deadbeat, and both my lawyer and myself are at our wits end.

Michele of Atlanta GA (02/15/06)
Called on Feb. 15.2006 at 7:45 P.M. EST. Reason to obtain year end statement of Interest Paid on Mortgage. This is needed for Federal Income Tax Return. Placed on hold 45 minutes for Roger to pick up and say I am still trying to pull your account up then hung up.  Will lose $4,000 to $5,000 Federal Income Tax Deducation.

Bobby of Collinsville TX (02/07/06)
i have a home mortgage loan with citi-financial and every time i call down there no one will talk to me or tell me anything about my loan i dont know what else to do or who to make my payments to. i know that this company has recently been in a lawsuit.  I had insurance added to my loan and they switched my disability in to credit life insurance and then  I got hurt at work and was out of work for awhile and they just wouldn't help.

All they wanted to do was foreclose on me so they finally made me have to file bankruptcy to try and keep my land.

Sonia of Springfield TN (01/16/06)
My husband and I have tried since 8-2-2005 to get our homeowners and property taxes escrowed onto our mortgage. At the same time we were working on having our loan modified (so our percentage rate would not sky rocket). Each time I faxed the info., ONE letter was sent not legible so I mailed it, called to confirm and the letter was not received?

I mailed it again to Mamie M's attention. It was not received either? Hmmmm... So when I sent our loan modification papers I also overnighted all of the information for our insurance and taxes, it was still not received! I am going to the post office on 1-17-2006 to find out who had signed for it and I spent 30.00 to get this to the company pronto.

Michele of Atlanta GA (01/14/06)
On Jan 14, 2006 I called Citi Mortgage Customer Service. I did not receive a statement for my January payment. First representive Jason, kept interrupting each time I attempted to give the account number. When I asked to speak with a spervisior, Vicky continued to do same. She informed me her problem was with me, told me to call back and hung up. My Point you are on hold approximately 30 mins for each call to Citi Mortgage.

I feel the Company should be obligated to give the customer assistance via telephone on mortgage questions. This is not the first time I have NOT received a monthly statement from this company.

Robert of Van Nuys CA (01/09/06)
On July 24, 2005, I came home from a long weekend to find my home flooded. I then called my insurance, Mercury Insurance Co., and started the claim process. I dealt with one very disreputable contractor and released them from the work after they did more damage to my home. I had to then get the money from Mercury in the form of a check. It was made out to me and Citimortgage. I made the necessary arrangments and satisfied all paper work I was informed to fill out and mailed the check to Citimortgage. They were supposed to release funds to me to pay the contractor for repairs to my home. Since then, over 3 months have passed and they have still refused to release funds, even after all required paper work was satisfied.

They have lied to me, argued with me, said they needed more paper work filled out, even though all paper work has been submitted; all avoid releasing my Insurance money to pay the contractor. I have made many calls and not one has resulted in a check mailed to me to help pay the repairs. I have been shuffeled around to more people and departments than I care to count. Still,as of today 1-9-06 Citimortgage has not released my Insurance money back to me. They are holding it in an interest bearing account, which means, of course that the longer they can detain me from getting the funds released the more interest they make off money that is not theirs. I have tried every way to get this resolved but still I am without funds to pay the contractors for the work to my damaged home. Please help me.

Vanessa of Hampton VA (01/08/06)
My mortgage originally started out with Principal Mortgage Company. I had no problems with them for the short time my mortgage was with them. When they sold the lien to CitiMortgage, the problems began. They kept sending me late notices on my payment and charging me an extra $24 on the next month's mortgage payment. No way it took two weeks for my payment to reach them!! Then they would say that my check was returned for non-sufficient funds when the money was clearly in the bank and that I would have to start using certified checks. So, I did.

After that, they started saying the payments weren't coming in on time again so now I have to send the checks with delivery confirmation. During the holidays last year I came up short on my mortgage and called them to let them know. Yeah, they worked out a plan to help me out.....it cost me an extra $3,000 dollars on my mortgage. My normal payment is $767 but with the "plan" I was to pay $1040 for 10 MONTHS!!! I feel that was a poor way to work out a small shortage for one month. I could understand if I had missed several payments but I hadn't, I was just maybe $70 short and had to fork out an unjustified extra $3,000.

Tammy  of Apple Valley MN (11/01/05)
My husband and I took out a loan Jan. 2004. March 2004 the loan was sold to Citimortgage. The effective date and address of where new payments should be sent was on the letter. I sent payment and the payment was returned saying that no account excisted with Citimortgage. I called and they could not find my account. I didn't know what to do. A month later I received a statement and a call. I paid them on time and have continued to pay them every month for the last year and a half.

Our payments are not applied toward our loan. Our loan has gone up more than $2,000 since we started a year and a half ago. We aren't able to get results. I have contacted them via calls and letters trying to get my payments applied correctly. Recently we were going to pay off the loan but because of the descrepancy, we can't, unless we want to pay more than our original loan. We can't get any straight answers or corrections from Citimortgage.

Keith of Chicago IL (10/22/05)
Since the inception of my mortgage two-and-a-half years ago, they have been holding way more than the amount allowed by law in my escrow account. Right now they are holding almost three times the amount allowed under the Real Estate Settlement and Procedures Act, which allows them to collect no more than a two-escrow-payment "cushion". Also, my condo's value has appreciated rapidly because of the area I live in -of course CitiMortgage is fighting me tooth and nail for the removal of my private mortgage insurance, even though I have the required 80% loan-to-value ratio required for the removal of my PMI.

I've had nothing but problems with CitiMortgage. If I hadn't gotten such a low rate when I bought my first place when rates were rock-bottom back in 2003, I would refinance with someone else in a moment.

Ross of Charlotte NC (08/22/05)
CitiMortgage paid someone else's home insurance policy from my escrow. I didn't realize the error until my insurance company sent ME the bill. I notified CitiMortage and was told the money would be returned to my account but it would take a while since they could only credit my account so much per quarter (what?). I wrote the president of CitiMortgage but never received a response from him. With each payment I sent a copy of the letter and I would get back a letter telling me someone would be in contact. Never Happened. The money was finally replaced in my escrow but only after they increased my monthly escrow payment "because it was too low". NEVER AGAIN!!

Wendy of El Dorado KS (08/22/05)
I received a late payment notice in the mail after the company should have received my payment (Money Order). I believe they are trying to charge me late payments and hurt my credit due to the fact I am selling my house next month and called for a pay off. I TRIED to call and make sure they received my payment. When I called a foreigner answered the line after approximately 8 minutes on hold, I asked to speak to someone I could plainly understand, he then transferred me to his supervisor who ALSO spoke with a foreign accent and promptly advised me that "our call could possibly be disconnected". I asked to speak to someone else who I could understand and she refused to transfer me.

I hung up and called back to be transferred again after giving all my information (acct info, address etc) explained to this woman she was the 4th person I had talked to because I wanted someone who spoke plain English and she hung up on me. I STILL have no idea if they received my payment or not. If this shows up on my credit report I fully intend to write to the Better Business Bureau about this. I went to the CitiMortgage complaint site and was appalled to see the soddy treatment they give their customers, another reason I am thrilled to be selling my house and will NEVER again get a mortgage loan thru a company that sells its loans, which I can do because I have excellent credit. Please stop these big companies from preying on people that are victims to the "press one for this and press two for that system". We are WORKING to make our payments and do not have time to spend 20 minutes on the phone just trying to get to a LIVE person!

Shannon of San Diego CA (07/26/05)
Citimortage purchased our equity line of credit 2nd from MIT lending and it's been a disaster since day 1. They inflated our Average Daily Balance to $71K for the first month (when it left MIT's hands it was $53k) claiming they had to do this to override the system not to report us to a credit agency. We're now in month 3 with them and somehow, although they say they got record of our 1 payment to MIT (it was a quick sell-off), they continue to show the overcharged interest based on the inflated $70k ADC as past due.

Their billing cycle also overlapped MITs by three days for that first month so they are double charging us interest for these days. I did a three-way call with an MIT rep (very responsive and helpful and aware that we don't all know the ins and outs of the mortgage industry) who, several times while we were put on hold by Citi, admitted that their methods (i.e. increasing the ADB in order to not report us to a credit agency) was nothing she had ever heard of. The ADB is what it is...there should be other ways to avoid reporting to a credit bureau, especially since there is a 60 day grace period on finance charges when a mortage is sold. I have called 5 times now and have not been able to get resolution. Their reps are very unhelpful and even rude at times. I caution anyone from using them as their mortgage company if given an option.

David of Monroe NC (06/08/05)
I sent my May mortgage payment on 05/02. They received it 05/16/05. They sent my check back with a form letter saying the account was paid in full. I swnt it back to them with a note asking that they try and apply the payment to MY account number instead of the one they wrote across the check. My mortgage has another 27 years to run. They sent it back a week later with another note saying paid in full. I then sent them an email explaining all this and that they should take the late charge off my account.

They wrote back and said that I needed to send them another payment and that when they found the check I had returned t them they would apply it to a future month. I copied everything and sent it to their "payment research department". Now I'm getting phone calls, emails and letters saying my account is in default. They either can't read or can't understand that I MADE THE PAYMENT ON TIME AND THEY SENT IT BACK TWICE.

Hildegarde of Mansfield TX (05/27/05)
UNWARRANTED DELINQUENCY FEES: Consumer's account was transferred from Principal to Citimortgage, effective 1/1/2005 payment. Consumer has been charged extra $27.40 embedded in the monthly total payment from Jan 1 thru May 1 payments. When asked about explanation for $27.40, Citimortgage claimed it was for at first: inspection fee occured in 1999-2000, later it said the $27.40 was for late fee in Feb 2005 (Feb payment was received on time as evidenced by FedEx record).

Citimortgage later waived the Feb late fee of $27.40 but it continued to bill client $27.40 extra thru May 1. Consumer is currently requesting refund for extra $27.40 payment each month for Jan, March, April and May 2005. Citimortgage may respond accordingly with a refund but need this matter investigated further as they may other consumers out there who are inadevertently paying extra $27.40 a month.

Michelle Slichter of Grangeville ID (05/03/05)
Citimortgage had placed 2 30 days late on our credit report in 2003, which we were not aware of for a year. When my husband asked them to fix it, they refused even though they stated that our record reflects no such late payments. When asked a second time they agreed to remove them. In April 2004, we found out they had not removed them, through our new potential mortgage lender. So, these late payments have been on our report for 2 years now.

When I tried to get information, or talk to a supervisor, I got an Indian sounding support person telling me to call back when the mortgage holder was there. We have signed a piece of paper, twice, giving me permission to discuss account details, and they conveniantly can not find it. They eventually sent a letter stating they had removed the 2 late payments. A few days later our new mortgage lender stated that Citimortgage had put 2 more late payment son our credit report - same year, 2 different months. When I asked Citimortgage to remove them, I was informed, by a supervisor, that it was not their fault, and would not remove them. Now, because of these late payments, and because various potential mortgage companies have been pulling our credit report, we are looked at as bad debtors.There customer service is terrible, that is if they speak English!, their account keeping is incredibly poor. In the past 2 weeks, I have been talked down to, hung up on, and given inaccurate information, even though they have repeatedly stated we are not in the wrong.

Joy of Bloomington MN (04/26/05)
We re-financed our home a couple of years ago to updtate and remodel. We recently completed a majority of the work and increased the value of our homw substantially. When I called Citimortgage (which acquired our loan last year) to have the PMI removed as we had recently had an appraisal completed and meet the requirements for removal of the excessive insurance. Affer being routed through a huse network and then being being hung-up on after having been on hold for over thrity-five minutes, I was tolda that we could not have the PMI removed as we have only been a customer for a year.

I explained that our agreement was that once the work was completed, that the PMI would be removed. She basically told me that she wasn't going to do that and I couldn't do anything about it because CitiCorp can do whatever it wants because it is so big. I told her that we did not apply for anything from Citicopr and the company that we dealt with agreed that we could have the PMI removed after our remodel was substantially done/. The people we spoke to could barely speak English and every single one of them was rude and condescending. I believe that the contract that we originally agreed to is what we should be held to and so should they.

Hung Pham of Cypress TX (04/12/05)
We re-financed our house back in 2002, paid off the old mortgage with First Nationwide and had the new mortgage. At closing time, we had cleared title and all paper showed that we already paid off the old mortgage. Citimortgage later bought First Nationwide. Last year we recieved collection letter stating that we still owed Citimortgage 1 payment.

We talked to their Customer Service and we had been told that the loan already paidoff and they promised to talk to collection agency to get it off our credit report. But they never did and our credit is ruined now. We could not get student loan for our son in college and we have another son coming up to college next year.

Tamara  of Pineville LA (03/29/05)
Our mortgage was sold to Citibank Mortgage. Our homeowner's insurance policy was due within 2 weeks of the sale. We contacted Citibank as soon as we were told that they would be receiving our mortgage to make sure they had the insurance payment information to pay out of the escrow account. They did not have the agency on their payee list so we gave them the contact information. They did not make contact.

Our insurance agency called and we called them repeatedly for 2 weeks to make sure the payment would be on time. There was many different stories-each one assuring us that payment would be on time. Finally on the Friday before the payment was due on Monday, they said they would have a manual check cut and overnighted. Of course when I called Monday this had not occurred and they said they had never told us this. The manual check was not cut until Monday afternoon and the check was not recieved until Tuesday.

Mike & Debbie of Hibbing MN (03/09/05)
After losing our jobs we fell victim to a finacial mess. We had to file bankruptcy, and after doing so Principal Residential sold our mortgage to Citimortgage the day after we had filed. then Principal Residential filed for a relief from the automatic stay to foreclose. We were never offered a reaffirmation agreement. By either mortage company. Principal residential received court approval to go ahead with the foreclosure, but, it is not Principal residentail that is foreclosing it is Citimortgage, We were told by Principle residential that we would receive $1000.00 for moving expenses, and our escrow money returned to us.

Now Principle residential does not even have a telephone. I don't know if they have closed or what, but Citimortgage has sent a letter giving us 18 days to pay up or they will accelerate and sell our property. Our bankruptcy has not even been discharged yet. should we not have been given the right to reaffirm? and how can they sell your mortgage when you are in a bankruptcy, I thought the automatic stay protected you against collection and foreclosure so you could get things straightened out? 

Margaret of Lincoln CA (12/8/03):
Citimortgage has taken our house payment via on-line through Golden 1 for the last few years. Since October they are saying the payment has not been made. The money has been transferred to them and we have faxed them this information. They have not resolved the problem in two months and are now threatening to foreclose on the house.

We are in collections with Citimortgage. Our credit is ruined, we cannot make credit purchases for Christmas or purchase a desperately needed truck. My wife and I are stressed beyond belief, especially since she is expecting our third child.

Ronen of New York NY writes (7/1/02):
When negotiating mortgage interest rates we were quoted a rate with no points (as we asked for). At closing and with no prior indication from the bank we were asked to pay 0.375 of a point of $1000.

We had to to pay the $1000 as we did not want to postpone the purchase closing. We are demanding the $1000 to be refunded to us or we will pursue the case in small claims court. Thank you for your support.

Unless Ronen has the "no-points" pledge in writing, we suspect he will not make much progress in pursuing this case.

David of Mesa AZ (6/16/03):
Citimortgage took over our loan from 1st Nationwide Mortgage in May 2003. I was told by a letter we would receive a new payment booklet for the morgage payments to be sent to Citicorp. I have not received the payment book and I can not find contact information to make sure my payment is sent to the correct location. Second, I received a collection notice in the mail at the end of May saying I owed late charges for non-sufficient funds return fee of $72.32. I have never sent a check to this new company yet. Their is no contact information other than the P.O. Box and I am not going to blindly send a check to this P.O. Box.

I fear that because of this I'm now half a month behind on the June payment and I'm not sure that the May payment was applied to my loan that I sent to the previous mortgage company. This will probably show up as extremely late on my morgage payment and/or a demand to pay 2-3 months at once. I will not be able to pay multiple months at one time.

Cathy of Santa Clara CA (4/25/02):
I have a "freedom" loan with CitiFinancial. The interest rate was supposed to be reduced in December. It was not. I have called three times to get this resolved and they keep saying that the computer can't handle the reduction. In the meantime, I am overpaying my mortgage and could really use the lower payment amount.

Sheila of White Plains MD (4/22/02):
Every time we call them they tell you something completely different. They do not keep accurate records of accounts. They blatanly lie to customers and deny talking to you even though another person will say that they see where they talked to you. They also harrass customers when payment is only 1 day past the due date. I have never had such a horrible experience with a mortgage company. they are very rude and dsicourteous towards customers. If a customer does run into financial problems they are unwilling to work with the customers.

Trace of Elkhorn City KY (4/3/02):
Last month I had a lot of extra bills (car trouble, vehicle taxes, etc.) so I called Citifiancial Mortgage to see if it would be possible to get an extension for my March payment. The lady I spoke to took the information and told me I would receive notification by mail if the extension had been granted. I did not hear anything else from them until March 29th, when I received a collection call about the payment. I explained to the lady that I had requested an extension and in the middle of my conversation the call was disconnected. That afternoon I called them back and was told yes they had all the information and the extension was being processed and that we would be receiving the forms to sign by mail.

Tuesday morning I received another collection call and again explained that we were supposed to be getting an extension and the person told me that I had spoken to the wrong person when I made my request, that customer service could not handle such a request, that only the collections department could. I ask to speak to a supervisor and was not allowed to do so. To make a long story short I have probably talked to 10 different people in the 5 days and each one tells me something different. Every time I have ask to speak to a manager or supervisor I have not been allowed to do so. I have been given the run-around for days and still have no clue where I stand.

This is going to show up on my credit as 30 days past due and it is not even my fault. If, at the time I made the initial request I had been told that I could not receive an extension then I would have found a way to make a payment, but now there is no possible way to do so.

Patricia of Morris Plains NJ (2/16/02):
Champion Mortgage "sold" my mortgage to CitiFinancial in Dec. I paid my mortgage to CitiFinancial on Feb. 5. On Feb. 15, I received a form from CitiFinancial advising me I had to call and pay my mortgage because it had not been received. The letter was aggressive and harrassing. Furthermore, the representative has no direct phone number, no e-mail or fax number. Their office shuts down at 5 p.m. The Telewire I received from Randy Bockenstedt, said "Your account has been referred to my area as a result of you (sic) failure to make your last mortgage payments. We have given you plenty of opportunities to make arrangements (!) but you have failed to do so. You must send a payment today via Western Union or contact me to set up a phone pay. Your account status may be reported to the credit reporting agencies and made part of your permanent credit file... Please do not underestimate the severity of your account standing on your mortgage and respond quickly." It was unsigned.

It's just indicative of the meaning of America. First of all, I did not want to leave Champion Mortgage. Mortgage companies "selling" without permission of holder should be unlawful. Second, mortgage companies should not be aggressive until owner can show cause they will not pay bills. This is ridiculous. I've always paid my mortgage on time and I paid my mortgage (I can provide check number). Such bullying tactics should be stopped.

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