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.

Jason of Brentwood, CA July 24, 2009

Everything has been fine with CitiMortgage for years. We have had no issues for 6 years, of course, we have not had to deal with them over the phone in that time. The last month has been unbelievable though. First off, we applied for the Bi-Weekly advantage plan. Three bi-weekly payments had been taken out, with 25 of the 300 initiation fee taken out of each installment, before we had received the first monthly statement from CitiMortgage.

Only two of the installments had been entered into our CitiMortgage account, the third was still being held by FNC Insurance. We noticed the bi-weekly installments were nothing more than a third party company taking 200 extra per installment and paying the payment in full once a month with 400 extra towards the principle. We looked at this and thought, "why do we need to pay a company to do this for us?" I called CitiMortgage and they said they had nothing to do with this and I needed to contact FNC Insurance company (should have read the fine print which states it is a third party company).

CitiMortgage provided the number. I called FNC Insurance and asked them to cancel my policy... The gentleman said no problem, and faxed me a "notice of cancellation" to sign and return to them. I also requested FNC Insurance company to return my third installment, which they were still holding. The same guy said, "no problem, just sign and return the "notice of cancellation" and we'll gladly return your money. I looked at the form and it clearly states "FNC Insurance Co. reserves the right to keep any fees not yet collected."

I told the guy I would not sign this form unless I was guaranteed FNC Insurance Co. would not keep any of my third installment they were holding on to. I also asked for them to return the 75 of startup fees they had already collected because I did not want to keep the Bi-Weekly plan. The guy said to write up a complaint letter, sign it and fax it in and they would look over it. I wrote the complaint letter and faxed it in. I called back and the same guy said they looked over it and would be returning my payment in full, without the 75 of startup fees already accumulated because we were three installments into the plan. I agreed to this. He said all I needed to do is sign the "notice of cancellation" form, send it in and the check would be sent out immediately. I signed the form and wrote a note on the bottom stating "my signature does not authorize FNC Insurance Co. to take out any additional fees as previously agreed upon."

I called back the next day and they stated the check had been mailed. I asked the amount and the rep stated it was 300 less than we had agreed upon. I spent the next 2 1/2 hours on the phone pleading my case to no avail before losing my temper and of course any hope of getting my 300 back.

A few days after this, I find out I have a 25% reduction in pay at work. A few days after this I have CitiMortgage calling me to find out where my monthly payment is. The one I am now scrambling to figure out how to pay. I tell the rep that I have all but 300 of the payment and they would have to contact FNC Insurance Co. for the rest of it. Of course this wouldn't happen with CitiMortgage because they have NO IDEA who this 3rd party company is and only refer to them as an "acquaintance." So now I'm out a monthly payment. Great.

I transfer to the Loan Modification Department to see if maybe I can get my payment reduced. The minimum federal requirement is 31% HTI ratio. I provide my newly adjusted income and find out by their calculations I am at 30.34% HTI and I don't qualify. I do my own calculations and find myself closer to the maximum, at 36.5%. I inquire as to why our calculations are different, the guy could not explain it. So I check a little more and find out his calculation works perfectly if you do not include the impound account. I let him know the federal qualifications include the impound account. He puts me on hold to talk to his supervisor, whom I am eventually transferred to. They state CitiMortgage DOES NOT include the impound account in their calculations and ARE NOT required to!!!!

Oh, and I also tried to get my past due balance added on to the end of my loan and CitiMortgage DOES NOT IN ANY CASE allow this either.

Stephanie of Portland, OR July 21, 2009

At approx 8:30 pm on 7/20/09, a man walked through the front door of my home, uninvited and without my knowledge, and handed my 11 year old daughter a crudely written note, written both in English and Spanish, which demanded that I call the 866 number given herein immediately. There was no information in the note which identified from whom/where it came.

My kids came running to me terrified out of their wits and told me what had happened. By the time I was able to get outside, I saw a red sports car driving away quickly. The driver appeared to see me in the driveway, but kept driving. I called the number and reached CitiMortgage. I explained to a supervisor what had happened, as well as explaining my struggles in getting a hardship deferrment and refinancing begining with my application last September (which was ignored) followed by continuous communications from me (all documented, and all ignored by CitiMortgage). I told him that the unprofessional and threatening actions by CitiMortgage will no longer be tolerated.

I told him (and the other woman who initially took my call) that my children have been frightened, and that CitiMortgage has done nothing they have promised, while I have done everything they have asked of me. He said he would look into it, and then disconnected me. This is following months of letters to/from different departments at CitiMortgage - their right hand doesn't know what their left hand is doing, and they have messed up paperwork, lost information, and just plain ignored me and not refused to take/return my phone calls. Up until today, I have been cordial and considerate in hopes of getting the help I need from a CitiMortgage representative.

After this stranger (hired by CitiMortgage) entered my home and frightened my children without my knowledge, I lost all patience and told them exactly what I think of their unethical, unprofessional and ILLEGAL business practices!

renee of zimmerman, MN July 21, 2009

Citimortgage assumed our loan over a year ago. We were happy with our 1200 month payment (30 yr fixed loan.) A few weeks ago we were notified that our escrow balance was in the hole and has been since september, however were never notified whatsoever.

Our payment is going to increase nearly 450. What is very disturbing is that we have to pay this for a year with the possibility of it changing again. Even worse, they are going to make nearly 7200 off us this year, which more than takes care of our escrow needs (taxes, HUD, PMI, Homeowners). They cannot explain to us where the xtra dollars are going, why they did not notify us; they figures ABSOLUTELY DO NOT add up.

Stephanie of Portland, OR June 22, 2009

I am a single mom with two small children. In 2006, Citi purchased my mortgage from a small mortgage company. I was told that because I hadn't worked in more than 10 years, that my interest rate would need to be high (8.5%) until I established good credit with them. My interest went from 4.5% to 8.5%, causing my monthly payment to double. But I was able to pay this for 2 years to "establish credit." Then I started asking for Citi to refinance - they ignored me for months, until I finally made only a partial payment in December 2008 to get their attention, with a letter and all the necessary paperwork to request refinancing.

In January Citi threatened to forclose, when I was less than 30 days delinquent. I tried and tried and finally got someone on the phone with authority, "M. Zigler," She wrote a forbearance agreement for half payments for three months, followed by refinancing of my loan at a lower interest rate. I agreed.

However, during the forbearance I was constantly harrassed by Citi via phone calls demanding full payments, letters telling me they were foreclosing, and on two occasions a private investigator hiding behind trees and fences and taking photos of me and my children - Citi said they hired him to "get a better feel" for my property and situation. I made the last of the three scheduled half payments on 5-15-09, accompanied by a letter to Citi reminding them that I was now due to be refinanced.

Since 5-15-09 I have received only one communication from Citi, which was a letter saying that I was in default on my mortgage as of December 2008. When I called about this letter and spoke with "Megan" at Citi "loss prevention," she told me that I might received some calls and letters from other departments, but I should ignore them. I have had no other communications from Citi regarding refinancing of my loan despite my many written communications and attempts to get an authorized Citi representative on the phone. The lack of professionalism at Citi is apalling.

Substantial financial losses, and we are now facing foreclosure on our family home. My children's father died, and now they might lose their home as well. We have been exploited constantly during our family tragedy.

Bridgid of Trumansburg, NY July 10, 2009

My mortgage had been bought by CitiMortgage about two years ago. We have always been timely with our payments. My husband and I own our own small daycare business and with the downturn in the economy we have been struggling to survive. My husband has picked up some work as a home handyman to supplement but this income is not much and sporatic.

I followed the instructions on line and made an appointment to speak to a mortgage specialist. The earliest appointment I could get on line was On April 22nd (two weeks after I made the request). I took the a portion of the day off to be able to speak to a representitive without interuption. I waited over an hour for the call and becoming frustrated I call Citi to find out what happened. There was no record of my appointment even though I had a confirmation number. I was told their phone lines were down and I was put on hold while the customer service person tried to find an available specialist to help. I was on hold for over an hour and diconnected three times during that hour. Every time I called I was given a different phone number to call whe I called back. I finally reached an intake person who could at least take my information and begin the process for the mortgage specialist.

I applied for the government Mortgage Assistance program on April 23rd. During this application process I was disconnected twice, sent to the wrong department/phone line three times and had to provide all of my paperwork (income/living expenses/etc) three different times to three different people only to be told by the third person that the system crashed and all the information had been lost and I had to call back tomorrow and start again. I called back the next day and completed the process again. To to be sure it was reallly entered into the system I called back an hour later only to have the person I was speaking to not be able to access the information. I asked for assurance that my application had been received and I was told that the process would take about two weeks and someone would contact me. I have called every week for the last two months and pretty much get the same answer...it will take about thirty business days before I will be contacted. It is now July 13 2009 and I have yet to be contacted. when I call all I am told is that my application is "in process".

Jennifer of Flower Mound, TX July 10, 2009

On June 10, 2009 our home was seriously damaged by a severe storm. The total claim amount from State Farm was 38,392.93. We received the first check of 28,130.98 from State Farm, immediately sent the endorsed check to CitiMortgage as instructed since the check is made out to both us and our lender.

I called CitiMortgage before we received the check to follow their process. I went to their mylossdraft site as instructed by a recording to complete the necessary paperwork. The one page website was vague and lacking in clear information, but I printed the necessary forms, completed them, and called for further clarification.

After finally reaching a person, I was given the web address again. I explained twice that I had gotten that far but would like personal assistance and clarification. They provided none. I faxed the forms into the ether (no confirmation of receipt provided). I followed up later that day and was told it takes 48 hours to get a fax.

This is where the stonewalling tactics began to become apparent. I asked about the process again, hoping another rep might help. She did tell me with multiple contractors to pay, I should complete the self-contracting form instead of the waiver of lien form. That form includes the following statement: "I (We) will be self contracting repairs to the property, and will provide paid receipts for material and/or sub-contractors used in completion of those repairs."

1. I had no choice but to complete this form since I had multiple contractors.

2. I said I would obligingly provide receipts upon receipt of the funds from CitiMortgage since I cannot pay 38K out of pocket and, 3. I had to agree to this to get any of the funds from CitiMortgage. The rep said that was all fine. A week later, I their inspector confirmed and they acknowledged (after my follow-up) that 95% of the repairs had been completed. According to their website and what multiple representatives at CitiMortgage confirmed, the remainder of funds would be released. That's not happening.

Finally, I called the mortgage customer service department and got a manager. She made the call to the insurance department, got back on the line and guaranteed my money would arrive by July 16th. I got all the info, including her extension and a case number and said thank you. An hour later, I got a call from the insurance department demanding receipts again and explaining no funds would be released until they had them. I had the same circular argument to no avail. Since we had finally received a third of the funds, I sent her a receipt from a contractor showing that exact amount paid. This was after sending two receipts prior - money paid out of our own pocket and which yet another rep “guaranteed” would be enough to send us our money, which turned out to be a lie. She kept stonewalling.

I said, "We have done more than is required by your documents and incomplete instructions and varying stories from different employees there. Your document does not in any way legally bind me to pay contractors and provide receipts BEFORE you send me MY money. It does not state a contingency for release of my funds to me. It does not state a specific percentage or number of receipts (by the fourth call, they were saying 100% and/or 50% of the amount of the repairs according to whom I spoke with). They are obviously holding their customers’ insurance money to bolster their own reserves and earn interest. How is this legal?

Norm of Alpharetta, GA July 8, 2009

I have been unemployed since June 2008. I have paid all my bills in the interim by using our savings and now our 401K funds. I applied to Citi for mortgage relief through the government program, starting in January 2009, when it was first mentioned.

Since then I have spoken to at least 8 peole at Citi; have sent in various packets of the same information at least 3 times.

In April, the ONLY helpful person at Citi, Courtney, said she had approval for me and was forwarding it to underwriting. In June nothing had happened; so I called her. She was furious as upon checking she discovered no one in underwriting had ever acted on the file. She resubmitted the paperwork. I was turned down because I no longer have 6 months of unemployment income remaining..give me a break. I did when it was first submitted. Besides that, the 1300 a month unemployment money is helpful but I am not going to stop paying my bills when I lose it. I have my wife's income and a small pension. Our home is 3 yrs old and in a neighborhood that has had foreclosures. I cannot afford to lose the significant equity I have in the home; so I will continue to pay.

I thought the purpose of the government program was to help people in my situation; we have some income; we are paying the mortgage; our house is worth far less than what it was when purchased. what happened to the incentive to the banks to lend money?

John of Penngrove, CA July 7, 2009

My family has met the published requirements for loan modification under the program outlined by the President of the United States. I first contacted the loan modification program at CitiMortgage in february of 2009.I have given CitiMortgage all required information 6 times during the 6 month period since I first contacted them. Each time I am told there is missing information in my application. Today I called am was told that we do not meet the minimum requirments for loan modification. I recived a letter recently asking for more documentation when I have supplied over and over again 6 times. It is my opinion that obfuscating the facts is the directive givien by CitiMortgage manangement in order to avoid compiance and maximize profits.

I have read in several artciles published that this is a common tactic employed in the mortgage industry and that a thorough investigation and prosecution of the guilty need to be enforced by our governement. This denial of a presidential directive is outragous and undermines the faith of our citizenry in our governments willingness to enforce laws and directives for the mortgage releif program. Unless this is a farce perptrated by our government I demand action of the first order to investigate and enforce the laws and statutes involing the oversight of the criminal organizations.

Stephen of Naperville, IL July 7, 2009

Citibank has repetedly lost payment checks during the course of our morgage. After we sold the house we continued to get calls for the paid morgage. They told the title company that they lost the final payout check as well. They then told the title company they had to pay intrest on the time gap from when they lost the check. By the time things were straight two monthes had past. This was in August of 2008. My wife and I dicided to put on an addition this spring. Our loan was denied and we found out that the Idiots at Citibank put two missed mortgage payments on our credit report. The two monthes were the ones after the house was sold. The two monthes that Citibank admitted to the title company they could not find the final payment. Now we have to show the same clown how and why this should be removed. This is only my first stop.

Natalie of Suffolk, VA July 2, 2009

On 4/20/09 I faxed packet for loan modification. I never received any notification from Citimortgage, so I called on 5/21/09. "Lisa" told me the case was closed on 4/30/09 saying I didn't pass an online test. The case was reopened, and on 6/12/09 I spoke with Calitta. She couldn't seem to help me. I later called back to Vivica-she stated she would have appraisers do a survey, and that I should have an answer by 7/3/09.

Today I spoke with Merlin-didn't have an answer, transferred me to finance dept. They told me I was in wrong area, and transferred me to Victor. Victor told me I didn't qualify for program; however I should re-submit the information for a different program. That will take an additional 30 to 45 days for approval. I'm tired of the run around, and Citimortgage's poor customer service. All I want is the company to reduce my interest rate so my payment is more affordable. I have been struggling to make my payments. My job has put a hold on overtime/work extra hours. I am budgeted for 32 hours a week, and rarely able to get extra time. I have been able to sell back vacation time to make ends meet-but life would be easier if my rate of 7.95% was reduced to 6% or less.

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