Citi Mortgage Reviews

I called, then she informed me that I need a subordination from my 2nd lien holder. That's fine. Why did that take two (2) months to tell me. Now it's February 2010. I called to get a update but reached her voice mail. She finally returned my call three days later, just to say the underwriter have not received the subordination agreement yet. I find it very hard to comprehend how a refinance with the same mortgage company the originated the loan could take 5 months to process.

I'm just waiting to hear next that the APR originally agreed upon for the refinance is no longer valid. I have refinanced with ABN AMRO in the past (sold to Citimortgage) using their website and current holder of the mortgage. They sent out a notary two, that's 2 weeks later to my house to have all the documents signed. The bigger these mortgage companies get, the less efficient they become and the less they seem to care about their customers. Next chance I get, I will refinance with another company.

The way they got around this was because documentation had expired through no fault of the customer. It was all because Citi did not have the staff to handle the amount of work they had. They told us (Mortgage Loan Coordinators) to request documentation from the customer and give them 2 days to provide all items. If we did not receive those items, we were told to move the loan to an audit queue and it would be cancelled. Needless to say, there were a lot of dissatisfied customers and they had every right to be. There has to be something that can be done to stop this practice. CitiMortgage customers were not able to get their refinance and lost their application fee

Citi Financial was holding a second mortgage on my home and they sold my loan to Protocol Recovery Services. He also asked me about my tax refund and if I would be able to borrow money to pay off the loan and also asked about my 401k. He told me that I had already took the money out of my 401k and used it. I think he told me that he worked at Georgia office. I know I haven't told you everything but I'm trying to remember everything.

They invaded my privacy and they are intrusive. I feel like I'm being stalk and phone calls to my job is endangering my position because I told him that I will call him back and he continues to talk.

The broker would say we are ready to close and just waiting on the HUD from our home we are selling, and as soon as I provide that, we would be able to close on the same day of the sale of our other home. After I provided that, she said Citi is now asking for another pay stub. She continues to blame Citi for everything, but I am quickly starting to realize it’s her and not Citi Mortgage. After November, we waited two weeks for her to tell us that now Citi is asking why I didn’t carry over a $200 loss from 2007 in to 2008. So I had to file an amended return after I did it, only to find out a week later by the broker that Citi wants proof I filed it. I provided a return receipt since I mailed it certified mail. But that wasn’t good enough.

So two months later (1/25/10), after calling the IRS for weeks and weeks, the IRS not only accepted my return on 12/2/09, but they amended the return and made the adjustments. They faxed over proof and on Friday I was told yet another surprise! Now Citi will not just accept the receipt, or the proof that the amended return was accepted and filed, but they want to see the $5.41 difference reflected on my 2008 return. That’s right! All of this wait for me to receive a refund for $5.41 from the IRS.

They owe me 5 bucks and Citi made me amend my return and wait this long. So the most recent info I got was Citi is going to submit a 4506t over to the IRS and we have to wait again to see the results. Since I am overseas and my wife and 3 kids suddenly became homeless after the sale of our home, my family had to move in with my brothers for two weeks until we worked out a private deal with the seller for letting my family live in the house for rent until February 15th.

Here is the latest issue. If we don’t close by February 15th, they will kick my family out of the house. The $5.41 refund is the result of my filing the amended return, which came from a small loss of $200 that I didn't carry over from 07 in to 08. Especially since I don’t care for the 5 bucks and especially because the IRS owes me money. Not like it’s the other way around! I am currently doing an FHA loan with them. I have around 12k to put down, on a sale price of 163k. There are a lot more details to this. I just need to get back to work. I can’t focus on my current job overseas. My wife had several nervous break downs. I look forward to hearing from you.

I always have to call them to find out my status and of course everyone in this forum knows what a wonderful experience it is to call Citi and be put on hold and transferred around. I can’t tell you how many hours/days I have spent on the phone trying to get an answer. Is anyone at Citi reading these forums? How can the execs at Citi still have their jobs? Is it really that difficult to keep accurate records and provide customer service? If anyone is looking for a mortgage, do not ever go through Citi.

I called the 1-800 number for Citi and was passed through to the "bi-weekly" department. I then found out that not only is it through a third party insurance company, but the fee to set this up is $375. Yes, $375. Shame on CitiMortgage for putting through what has already been a turbulent year for customers and no doubt this intrigued me the same reason as it has for many others to help manage monthly funds better. But to not reward your customers at all by offering this yourself, when you needed our tax money to continue, is poor business. I am now looking at refinancing with another bank.

Should I have gone to the dentist instead of making the mortgage payments? I've been working with toothaches for months and cannot afford to get my teeth fixed because I'm saving my money for the payments to CitiMortgage. This year my income is even less than last year's. If my payments were too timely, why did I qualify in the first place? They completely ignore any purpose of this plan by the President. They do not care about their customers. They are ripping us all off. They are destroying our credits by using the Obama plan. This organization needs to be stopped! They do whatever they want.

Consequence: CitiMortgage is ruining my credit and I won't be able to afford buying another work truck. I run a house painting business out of the home that I originally bought through ABNAMRO and it’s now unfortunately CitiMortgage's business. My business is directly related with the housing market fall out and things have been tough. Now they will be even worse because of CitiMortgage. How long can they do this to us? When will they be stopped?

We were told when we called back in June after not hearing anything on our application that they had no paperwork on file for us and we needed to file it again. Of course the paperwork was lost again. By this time, Citi had begun foreclosure proceedings. We applied again and were given the name of a Loss Mitigation Counselor. Her name was Sherry ** She called our home one time and left a message. She did manage to reach my husband via his cell phone while he was at work. During the conversation, the call was either lost or she hung up, we are not sure which one. We called back several times leaving message after message for her. Our calls were never returned.

When the foreclosure paperwork came to us, we filed a countersuit against Citi Mortgage. One of the claims they made against us was that we would never get in contact with them, and as a result of this, we would not be eligible for the Homeowners Assistance program. In the meantime, Citi kept sending people to our home who would give us a postcard asking us to get in contact with them. We would call every time, and the representative on the other end of the line would ask us how they could help us. Each time we would explain what was going on, and each time we were told that they did not even show our house being up for foreclosure.

In the meantime, Citi Mortgage's attorney was in contact with us. She asked us to give her what we would consider an acceptable solution to the lawsuit. We sent her an e-mail laying out what we considered to be a viable solution. The next day we received an e-mail from the attorney with an attachment. She wrote that Citi Mortgage would not consider any offer until we filled out the attached paperwork. What was the attached paperwork? Of course it was the application for the homeowner's assistance program.

We informed the attorney that this form had been filled out more than once. We even went so far as to give the attorney the names and phone numbers of the people we talked to about the form. We also filed with the court in Berkeley County, SC for a jury trial in connection with the foreclosure. Citi Mortgage countered asking the judge to deny us a jury trial. We have sent letters to every government agency that deals with mortgages, banks, and the federal and local governments here in SC. We are also in the process of getting a website together to form a large class action suit against Citi Mortgage. This needs to be stopped, and it needs to happen immediately.

I was really sad, because I loved being a loan officer. They fired me, but I was floored. My wife was laid off from RCA, as the jobs have gone to China. She bounced back about three months later. We had to ask our family for help, in the amount of $10,000 or more. I make $6.50 an hour. We have never really caught up. I talked to a loan officer first, and he said, if I did try and do an interest drop, it would hurt my credit. I said, "what credit?" We have a friend who had their loan reappraised, and it came in much smaller. The mortgage company forgave the difference, and lowered their rate, and refinanced for the new appraised value! We are struggling and we owe our family thousands of dollars.

If we can't get help or come up with the money, we will soon be joining ranks with the many other homeless. My being disabled and on social security disability, don't receive much to live on and will not be able to pay rent elsewhere. Every penny we have ever gotten has gone into our home. We can't make needed repairs or keep up on other bills because almost everything goes to pay Citi Mortgage. We know that there are a lot of people out there having the same problems, but isn't that why this programs were put in place? Citi wants to blame low credit scores and other departments, even other government programs, i.e. Freddy Mac, etc. Fact is if they weren't bleeding hard working people of every penny and scaming these same people, maybe credit scores wouldn't bottom out, nor would we be behind in mortgage payments to start with. We've had to go without basic things like heat, etc. We don't go out spending foolishly, have credit cards or anything. We can't even make repairs to cars so my other half can get to work. What is a person supposed to do? I can't even pay for my continued medical bills, therefore, often not being able to get needed treatment. Citi Mortgage has done nothing but put us in a much worse position than we were. They only blow smoke up ones behind and give you false hope for saving your home. Their 45-60 day process is only to lure you in, then they drag it on forever till they feel it’s time to go in for the kill. In our case, it was 11 months and New Years Eve. What are we supposed to do now? Citi Mortgage has taken every penny we had and then some. Are we supposed to end up homeless, too? We have no one who can help us.

Immediately, I phoned CitiMortgage and was told that I lied about my income and with my gross income the way it was at no more than $4000 monthly gross, my payment at 31% including PMI should be about $2,000 a month. I stated there was a grave error and a payment at 31% with a gross income of $4,000 should be no more than $1,240. She told me I could reapply and now my payment would be $1,240. I asked her what happened to the $959 and she stated she erased that application and even if they made a mistake, I could no longer have that payment. I called again and the representative told me that I would not qualify for President Obama's program because they needed to add PMI on top of the 31% payment and the payment would be the same as I'm paying now. I let the representative know that my current payment was at a little over 36% and they were making an error. She stated there was nothing she could do and each time I asked to speak with a supervisor, I was told that department was closed.

Soon after, I received two demand letters back to back from CitiMortgage. It stated that I was in default of $7,494.76 including delinquency expenses of $75. It stated that if I did not pay them the above said amount by 12/25/09, they would begin foreclosure proceedings. Again, I immediately phoned CitiMortgage inquiring about the letter. I was told they would not accept any payments unless I either paid them in full or paid them extra payments per month on their program that would make my payment $1,800 a month. I told the man I could not afford that. Unfortunately, he denied me the right to speak with a supervisor stating that the supervisor department was closed for the day. I was reminded that the traditional modification department was looking at my loan and they did not know when they could look at it, and I had to continue to pay the regular payment if I had the extra money to pay the default or the $1800 a month until they had the time to look at my loan. I was also told that there were $3,741.79 in unapplied funds that were never applied to my account and were being held in the modification account.

I called three separate times to request those funds I paid be applied. My unemployed boyfriend, who has been unemployed since April, had to open his IRA account to pay the amount due because we did not want to lose our home. On two separate occasions I was told that if I overnighted the check, I needed to make it out in the amount of $5,142.49, and that would cover my delinquent payments as well as the payment for January. Wells Fargo made me out a cashier's check and we sent the package overnight to the Maryland address on 12/21/09. Unfortunately, it did not arrive until 12/23/09 due to the large snowstorm but had been posted to my account. I noticed that it said I owed a January payment. Again, I called and spoke to a representative. I was told that the two representatives I spoke with added wrong and now I owe them $98 in order to be totally paid through January. They put me through to a supervisor and she stated that there was nothing she could do and that I needed to pay them the $98 in order to be current.

So, we decided to follow the advice of the government and some lenders that had been advertised and contact our lender, CitiMortgage, to see what options were available and what could be done to maintain our good standing with them and the home loan. I contacted a person there and we discussed different avenues that we could take, what each one would mean to me and what needed to be done. CitiMortgage, my wife and I all agreed on a reduced payment for the months of May, June, and July of 2009. This was determined to be best and give me the best chance to continue with the house payments and all my other financial obligations until employment was found. All the requested personal information was sent to CitiMortgage. In July, Mortgageable would contact me again to see if we needed to do anything else, extend the current agreement, or return to the normal monthly payment. An agreement was typed up and sent by CitiMortgage for me to sign and return a copy to them.

I received this agreement; my wife and I read the agreement carefully making sure that we understood, to the best of our abilities, what we were doing and agreeing to. A payment amount was typed in as due for each of the 3 months and by what day of each month this payment was due. A balance due was typed in as $0.00. I signed the agreement, kept one copy and sent one back to them. The payments were made on time, or before, as agreed to and for the amount shown. By July 20th, I had not found stable work yet and had not heard back from CitiMortgage and started trying to contact the person I had talked with. I left messages on their phone, I had other representatives leave emails and messages for them. To this day, Dec 20th, I have not heard back from this person. We contacted an account representative and they said we needed to apply again for this reduced payment plan as they could not seem to find the original and the same personal information that was sent in previously would again need to be sent in.

We did everything as we were told and another agreement was sent to us. Everything on this agreement was exactly the same including the amount due for September, October, and November. We were already past the August due date and we had already made the normal house payment for that month. The only difference with this agreement was that typed in the amount due space, there was $2000.00 due by a date in December. We could not see any value or help in this as it did not help anything or us if I had not found employment and we questioned our ability if to come up with that amount in that short of time after being laid off. My wife and I agreed that this was no good and we did not accept, sign or send this second agreement back. Again, I tried to contact our account manager for help. It was at this time that my credit watch company, Equifax, notified me via email that a change had been made to my credit report. I looked and it was a 90-day late payment notice from CitiMortgage.

I called CitiMortgage immediately and asked what this was about and why it was there. I was told we were 90 days past due on the house and we had a balance due of $2000 in Aug. that we had not paid. I explained that I knew nothing of a $2000 amount due and that we had paid May, June, and July as agreed in a reduced amount. No one had ever said or explained anything about anything due and the first agreement we signed stated amount due was $0.00. This person could not find the first agreement in our file but she said the second one was there but had not been signed. I asked if they could help me. I was informed that they could not do anything for me, only my account manager could help with this. I asked if they could contact my account manager for me as I had been unsuccessful. They could not reach them either and left a voice mail as well as an email for the account manager to call me ASAP. And I kept calling and leaving messages everyday. Then the collection calls started, everyday.

The automated caller system would call, then hang up on us. We would then contact them and go over the whole thing again and again. And about three different times within a month, a change was made on my credit report. The amount due and the days delinquent were never the same. I was finally put in contact with another person who said they were my new account manager and that we would get things worked out. "Great!" I thought. I never was able to speak to this second person again either. It was at this point that because I was away from home a lot with my driving job that I authorized my wife to handle the calls and talk to the needed people as she had access to the files and ability to comply with CitiMortgage requests. CitiMortgage was directed not to call me as I could not help when I was out of state and to call her on her cell phone as she worked and was not home to answer the home phone. This has yet to happen.

We have been through about 4 different account managers so far, and every time they say they are working on the problem, they need more personal information sent in as they cannot find what had been previously sent, then they themselves disappear and become uncontactable. One of the account managers explained to me that that is how FHA loans are handled in the reduced payment plan, with a balance due at the end. I wanted to know why this was never explained to me. And why the first agreement said balance due was $0.00 while the second one did clearly state that a balance was due and on a given date? She had no idea why the first account manager never explained that, they should have, and that she always does to her clients. She then looked in our file there and could not find the first agreement. And that we needed to sent that to the Financial department and help stop the collection calls until we could get this worked out.

We sent the first agreement in to CitiMortgage again, and this time we sent the personal information needed in registered mail, and it was signed for. It was never received by the person requesting it nor do they have it. All the while I keep getting collection calls. The amount they are trying to collect keeps changing dramatically and the month it was due also keeps moving up. I have asked how come I was never notified that I was late for any payment back in August when this was supposedly due, and that it was put on my credit report before I was contacted? No one knows. I have asked if they could tell me when this late payment was originally due, being I have no record of it, and that interest is being charged, what day did that start? No one knows, but I do owe it and the interest was incurred.

I am afraid of the possibility of identity theft with all the times I keep sending personal information that keeps disappearing. Where is it going? It has all the information on it that anyone would need to ruin me if the wrong people got it. Not that CitiMotgage is not already ruining my credit without any given reason and continues to do so every month. And I cannot figure out why the delinquent months keep going up. If(!) the original agreement was to have me pay $2000 in August to cover the reduced payments for May, June, and July, why do the collection callers say I owe for September, then October, now November, when I have made all my normal house payments since August? I have made every payment since August. Yet every month, at least twice, my credit report is changed by CitiMortgage. Why?

My wife called the Nebraska FHA person and she explained to him what was going on with our FHA loan. He said that a few million other CitiMortgage customers and us had been, and were being dealt with in this manner by CitiMortgage and he refereed her to a financial advisor who might be able to deal with CitiMorgage with more luck. That has been going on now for more than a month. Still, I get at least one, if not two collection calls a day. And the story is always the same: they ask for information so they can get started; we wait a few weeks, get tired of the harassing phone calls and call them. They never received the required information and have not been able to start helping yet. If we will send it, they will start right away. I have never asked to get out of the money due. We had always thought when we first went to CitiMortgage for help that the amount not paid for May, June, and July would fall back to the end of the loan and be due then.

All I want is for that to happen, as I do not have $2000 on hand. And I would like for CitiMortgage to admit they made a mistake and correct my credit report which they seem to have a free run to destroy as they see fit. I am also considering a lawsuit for the harassing phone calls that we have tried everything to get stopped until somebody can figure out what happened and what the actual due date and amount is. This has put a great strain on my family and me. We have done everything as asked, when asked. We thought we were doing the right thing trying to keep the house and following the financial and government's advice try to work with them. I could have just not made one month's payments and got as far as I am now, only I would know what happened and why I am getting called 2 times a day for money owed. It would have never happened if we had known the whole story from the beginning.

As I said, what good does it do to reduce the payment while in a period of financial distress to need to come up with the remaining amount at the end? I'm in need of help. I cannot find anyone to turn to for help with a mortgage company with these circumstances. The financial advisor we were directed to by the Nebraska FHA has a heavy work load and the primary directive is to solve the problem as fast and easy as possible. It's understandable. But this in no way will hold CitiMortgage accountable for what they have done wrong nor will it correct my credit report that has been, and still is, being trashed by CitiMortgage.

I have done nothing wrong. Only as I was directed and how I was directed, yet I am being punished for some mistake or action that I had absolutely no knowledge of or control over. If this gets to someone who can help, or knows who can help, I would like to hear from you. I tried to keep this short, but there really is no way. I do have names, amounts, phone records, more details of everything showing our honest attempts to solve this and stop the collection calls, their harassing calls and frequency.

We have tried to contact them numerous times and failed. We have even sent certified mail to the senior executives (CEO, CFO, Company Secretary) and got no response. We have been never late on any of our payments and have a perfect credit score. It pains us to see how the financial institutes are harassing the good customers. Please help us get the justice we deserve.

I started calling at the beginning of November and our case worker would not answer the phone or call us back. The week before Thanksgiving, I googled some topics related to this and found a different number. The guy was super nice and said not to worry, he'd take on our case from then on. He also informed me that our house note was now 4 months behind and in danger of foreclosure. We had received notices but were told to ignore them. At first, he said they had made a mistake and then he said that she put us behind on purpose. He asked me to send in documentation and a budget. The lady we had spoken to previously said to leave off our CCs because they couldn't help us if we added them.

I sent all the paperwork that evening. He called back and said they had reworked the loan; it would be to us by the Friday after Thanksgiving and we had to get it in by that Monday or else we would have a down payment. I asked him if this was part of the HAMP program because I was under the impression it was and he said no, that they do not do FHA loans in the HAMP program. I was stunned because our payments were exactly the same as they were before. We never received the paperwork, and so I started calling him and he didn't get back with me for over a week. When he finally did, he said we would have a down payment because we didn't get the paper work back by that Monday.

I explained, "How could we, when you didn't send it?!" Anyhow, he said it'd be here the following week, this week. I received it today and I am so disappointed. I found out the $800 we had been sending in was never applied to the principal. The loan is now for $173,045.67. It has gone up over $10K! They added $4656 for delinquent interest and $5819 for escrows. Had we known in the beginning that this was going to happen, we would have found another option.

I feel trapped in this and I guess we have to do it. Our $1550 payments are now $1548. Our interest rate is now 4.75% which is good because it was 6.87%. Previously, loan was $162,569.46, the new loan $173,045.67. We were never informed that this would happen. I was never told that they would report to the CB. Our home isn't even worth $173,045.67. We are so screwed. If we don't sign the papers, they foreclose. We are delaying the inevitable. It is hard to grasp mentally that they purposefully put us behind 4 months and led us to believe we were getting relief through the gov't. program. This has only hurt us. I feel betrayed.

4. Must add handrails to rear deck prior to closing and will have to have a final inspection. (This was the one that really ticked me off. First of all, the appraisal did not state that any repairs had to be made. Appraisal was made the 16th of Sept. Besides, the company did not make any specifications as to what the handrails were to consist of or dimensions. The deck is about 14' x 26'. We live on 5 acres with the deck overlooking wooded area. We did not want railings installed. It would possibly cost between $1,000 to 2,000, and then after closing, we would probably want to take them down. We did not pursue this any longer.)

By the end of November, the processor called to see if we were going to proceed. I asked him again why the requirement for railings and why did they not give any specifications. He said he did not know, but he would email the underwriters and see if he could get an answer. I said I would like to know and that I wasn't ticked off at him, he was just the messenger. A week later, I called him and he said he never got an answer. I said I wanted to withdraw my loan but still would like to know what the rationale was. Two days later, he called and underwriters said, "Oh you don't need to do those things." He was shocked that I still wanted to withdraw my loan.

I think this is a very unscrupulous way to handle business. If we didn't need to do anything at the end, why was it requested to do them in the middle? I believe it was a stalling technique, as they were slow in the processing. Meanwhile, we went with a local bank that have attended to every detail, and in less than 30 days, we are ready to close with no hassle and a lower rate. I don't know if CitiMortgage reads these letters, but at least, I got to let others know of our experience.

I am a caregiver to my 95-year-old mother and my 77-year-old husband. I carry the full responsibility of the home and certainly do not have the physical or mental ability to "play games" of something so important as refinancing! Thank you for your time.

For the past 6 months, phone calls and letters from CitiMortgage have been unrelentless. Collections at one point said that I owed over $15,000. My calls to the forbearance said to ignore any calls and letters from collections because they were not on the same page. One of my phone calls revealed that the forbearance manager failed to code my account correctly and all my payments were going into the unapplied funds, and I was then being charged late fees because they said the payment wasn't made. I have made dozen of phone calls to Loss Mitigation and have been told each time that they see the problem and that it will be corrected within 7 days. It never was. I still have my regular payment partly going into unapproved funds and I keep getting charged late fees on my account.

I called in the beginning of December 2009 to straighten this out once again. I reached Donte in Loss Mitigation. He said he saw the problem and another department had to waive the late fee. He said he would take care of it and he scheduled a callback to me on December 8 at 10:30. He never called. I contacted Loss Mitigation on 12-15-09 and was told that I owed $900 and some dollars because my payments were due by the 15th of each month and not the 29th, and therefore the late fees are accurate. That is not what my valid contract forbearance agreement says. It said that payments were due by the 29th of each month. Now after a year, I am told the 15th.

This is ridiculous and such a scam. I should have no late fees and my account should be up to date with a zero balance. My payments are $2,394.15 with a due date of the 29th of each month. I have never received any mailings contrary to this. I wish for this injustice to be corrected ASAP. My credit score is affected because I now incorrectly have late payment recordings for the past year. I received many inappropriate phone calls from CitiMortgage at all times of the day/ night. I am still being charged and owe an incorrect late fee amount.

And every time that I call in and talk to them, I get the runaround from every department there. I talked to them, told them my situation and they told me to go to this department. Then when I got to that department, I got transferred to another. So after two months of that, I finally start getting to the right department. I have been lied to numerous times since they told me information and that was wrong, and then I was lied to about fax numbers to fax in my credit dispute letter with all my information on it. And that all got sent to the wrong department.

They kept telling me that there was a no soldier and sailor department but the funny thing is that there is actually one of those departments. So I got lied to every time I talked to someone there. Customer Service reps have told me that they were going to call me back the next day regardless the information that they receive and I have to call in because no one ever calls me back. This place is really ridiculous since they lie to you all the time and give you the runaround all day and then you end back up where you started. And when people work all day like myself, we don't have time to sit on the phone on hold for hours on end.

So I think that after all the running around and lying that they have done to me and all the headaches, hanging up on me or placing me on hold for hours on end, that the least that they can do is take that foreclosure off my credit. That is all that I ask. They also told me about their privacy policy act that they couldn't talk to my wife since she was on the mortgage. Well, the funny thing is that sometimes they hang up on her or they talk to her. Well with their policy, they can't talk to her without my written consent and I have never given them that. When I left for Basic Training and Advanced Individual Training, I called and told them that I was leaving and that I gave them permission to talk to my wife.

So in all reality since they have been talking to my wife now, they should have when I was gone. And if they did talk to her when I was gone, none of this would have happened. So I would like to post this complaint since I do not like CitiMortgage, and if it is taken off my credit and they would give me a chance, I would not go through them ever again. And that is just to save the headache that I have had with them.

Now Catherine told us yesterday that they are reviewing our debt to income ratio! We would like to receive additional information regarding legal representation for people in similar situations to file a class action lawsuit! Surely, based on the number of people in our situation, there will definitely be some consumer movement!

The next month I called in and made my payment over the phone as instructed. My account continued to show that I owed this $2,200+ mortgage payment. I then noticed online that the next (Oct 2009) payment I made was showing only as additional funds received and not a payment, so I called again and got another rep, who had no idea what was going on with my account and I had to explain the story once again. If I would not have called to have the payment posted as a payment, this would have been reported to the credit bureau as delinquency even though I paid the bill. They credited the payment and told me the issue was still being worked on (no explanation as to why).

This month I received a generic letter from Citi, stating that I am behind on my payments since I only paid $912.32 and not the $2,200 payment, and that the next time I pay a partial payment, the money may be returned to me. I called again in disgust and asked that my account be put on hold while this issue is being worked on, so I do not receive these spits out by a computer letter since it is not my error. I asked that the money be put back into my account by Citi since it was their error, not mine. They refused to do either for me. I asked for a person to call me back when my account was resolved and of course I never got this call. I can never get anyone to call me. Ever. I cannot get someone in the United States either. I get someone from the Philippines with no direct line.

This month I called again to make my payment and get a status and again, I was told the request would be expedited (Citi's favorite word) and that there would be resolution in two business days. I received a call back this Monday, Nov. 30, 2009 and was told of course, that there was no resolution and that I had to make a payment of $912.32. All they care about is getting more money from me. I made a check payment and said to make sure that the payment was being applied and not to go to additional funds. I was assured it would. I checked my account online today and of course, it is showing as additional funds and not a payment so I am going to have to call again to get that resolved. I have never in my life received such horrible customer service from a company - a company that has acknowledged that this was their mistake and refuses to do anything to make it right.

Three months passed before they finally agreed to endorse the check. Guess what? When they finally agreed to mail my money back to me - they sent it to the wrong address. The people that work in their insurance loss department are truly incompetent. Take your business elsewhere!

Every question I asked was answered with the same script about the mathematics of the escrow payments. I kept telling her, "I understand how the payments work. I don't understand why it's going up. What's changed since last year?" When after looking at the notice and my check registry of the previous year, I asked her about the homeowner's insurance (which we paid in full the previous year). She told me that we hadn't paid the amount I had said, that our amount was less. I stressed what we had paid the previous year, and then noticed that this amount was identical to the amount our escrow account was predicted to be short this year. I asked countless times if our monthly amount was increasing due to our homeowner's insurance being rolled into our mortgage, and she finally answered, "Yes." Thirty minutes on the phone and I had to answer my own question because she couldn't deviate from her Citi script. If my husband and I were in a position to refinance and find another mortgage company, we'd do it in a heartbeat. Their customer service is one of the worst I've ever encountered.

On 11/27, we attempted to make the partial payment on the CitiMortgage website, only to find you can't make a partial payment online. I called Customer Service and explained the previous agreement. I was put on hold for 10 minutes until a new representative picked up, this time with a very thick accent and a barely audible phone connection. I explained a second time what the agreement was. This representative was now telling me that a partial payment cannot be made online (which we had already discovered) and that it would not be applied to our account until the final balance was sent. This was a different story than I had heard the first time. I asked for her supervisor.

After another long wait I was put on with someone who challenged if I had ever spoken to someone named "Arianna" as he didn't see any notes in the file. He was combative, rude, offered no new information and was not answering my question if a partial payment was worth submitting. I asked for his supervisor. Another long wait and a woman came on the phone. She said a partial payment is held until the final balance is paid and then it is applied to the account. She did see "Arianna's" notes and read them back to me. She apologized for Arianna giving me the wrong information and the confusion caused by the previous representatives I spoke to on this call. I found out making a partial payment was worthless as CitiMortgage would only apply a full payment (though they were perfectly willing to take the partial and "be by bank for me"). I already have one, thanks.

We have never had an issue prior to this because we never had a problem paying on time. The one month we were going to be late, we thought we would "do the right thing" and notify them as to not only why it was late, but when they would receive payment. One hand has no idea what the other is doing there. Their technical/phone infrastructure is a mess and I'm 99% sure they are employing overseas outsourcing (i.e., people reading from scripts who will not speak to you outside the parameters of what is written before them and are unable to actually answer direct questions).

Acting in good faith with CitiMortgage serves no purpose. They are disorganized and do not act in the best interest of fostering good client relations.

I was offered to participate in the Forbearance program with reduced payments starting in March 09. I was told by Kami **, with Mortgage Outreach, and employees of Citi that since my loan is a federally-backed loan, there will be no negative credit reporting (there was no credit reporting at this time). At the end of May, I was again offered the forbearance program and again was assured that Citi was not going to make any negative credit reports to my account. I was also told that there was a credit block on my account. I agreed to the program and discovered at the end of Aug. 09 that Citi had been making negative credit reports. I had called Citi numerous times asking that they resolve the issue of telling me one thing and doing another but it was to no avail.

At the end of the second 3-month period of the forbearance program (first week of Oct. 09), I called Citi and was told I qualified for a loan modification with a reduced interest rate for a period of 5 years. I accepted the terms and was told as of that day, Citi would stop making any further negative credit reports as long as I made the payments, but in Nov. 09, I discovered that Citi continued to report negative credit reports with a 150 late payment.

I think it is very unfortunate that Citi cannot distribute accurate information to their customers. The negative credit reports have now affected my other credit accounts causing some to have higher interest rates and credit lines suspended. The higher cost of current credit such as loans and credit cards are now costing me more due to Citi's reporting. If I was given accurate information concerning credit reporting, I may have taken another course of action.

I am asking Citi to look into this matter and remove the negative credit reporting that has been made and/or make an attempt to resolve this matter so that Citi's actions are in line with what I have been told. Thank you.

I then went down to my local branch (Pier Ave., Hermosa Beach, CA) on the same day and spoke with Manuel (Manny), the loan officer on duty who basically reiterated what the others had already told me. Manny helped me by transferring the remaining eligible cash balance (approx. $630) from the HELOC into my checking account. He then offered to make me a personal loan in the amount of $10,000 at a much higher interest rate.

By suspending my credit without notice, the bank has deprived me of access to a line of operating credit that I need to live and perform my freelance job. Unfortunately, I've been parking all of my extra cash in this account - all paychecks and other receivables. I made a large payment/deposit of $17,250 to bring down the balance. This was all of my monthly cash buffer. I used the account to escrow my own property taxes and to save my quarterly income-tax payments. After depositing checks, I also would then use the account to pay my mortgage and HOA dues. All of this cash is now unavailable to me and causes me extreme financial hardship.

After talking to them for 2 hrs. and explaining that we have check numbers for every month since they bought our mortgage, we were told maybe it was when they bought our mortgage and that they didn't know how the other company posted payments - a line of bull. We have all the paperwork where they said it was Nov. 08 and have proven both times they were wrong but they will not take it off the books, so we continue to get nasty foreclosure notices every month and my wife and I are at our wits' end. We have done everything to prove them wrong but nothing is good enough.

Last year around May or June, I called CitiMortgage to let them know that I was let go from my job due to my hearing impairment. My manager called me and said that the client (Honeywell Corporation) couldn't communicate with me due to my hearing impairment and that he had to release me. I was completely devastated. So a few months went by and started collecting unemployment. I had used up all of my savings so I called CitiMortgage in June to let them know that I don't think that I can continue to stay current on my mortgage (I was still current in June) and if there was a program that I could get on where I could pay half the mortgage payment. The CitiMortgage rep explained that I had to be at least 3 months behind on my mortgage in order to get on any type of program. She transferred me to the lost mitigation dept, which is when I started working with Jason **.

He also told me that I need to get behind on my mortgage payments. Well at this point, he said "Don't make any more regular mortgage payments and then we start the application process." He never said how this was going to be reported to the credit bureau and it didn't dawn on me to ask. I sent him my unemployment information and my living expenses. They overnighted me the agreement (I think it was at the end of June). The agreement states, "Borrower is relieved from making the regular monthly payment from 07/01/07 (they made a typo) through 08/01/08, after the down payment ($74.80) due on 8/31/08." It goes on to say, "The regular monthly payments referred to in this paragraph are being deferred and must be repaid." The next paragraph says, "Beginning on 08/31/08 ($74.80 down payment along with signed agreement) $431.50 due 9/15/08 ($863.01 payment, $431.51 arrears)." 10/15 (same), 11/15 (same), 12/15 (same). I have all of my Western Union receipts.

I spoke with Jason on a weekly basis making sure that everything was okay. He assured me that everything was fine and that if I hadn't found work by 12/15/08, that we would start the process for the loan modification program that would put the amount that I was in the rear to the back of my loan and then I would start paying my regular mortgage payments under the modification program. He said another loss mitigation rep would contact me (John **) and he would ask me questions regarding my financial situation. He said while I am going through this process, that I didn't need to make any more mortgage payments until the modification process was completed and I've signed and returned that agreement. I called John ** numerous of times and he never returned my calls. I even sent him a certified letter to CitMortgage asking him why had he not contacted me regarding the modification.

He finally contacted and overnighted me the paperwork. I got it signed and notarized that same week and sent to the modification company on June 30, 2009. The company started calling me asking me why I had not sent the paperwork. I told them that I did send it. I got a letter in the mail dated 7/02/2009 from them (MSV) that they still haven't received my signed Subordinate Deed of Trust/Mortgage and Note. I called the number listed 1-888-567-7648 and asked to speak with Benny **. When I spoke with him, he said that they had the paperwork and I was to make my regular mortgage payments of $812.90 to CitiMortgage August 2009, which I did, and I've been making them ever since.

On 10/24, I spoke with a CitiMortgage rep. Housain (he said he is not allowed to provide last name) with ID#**. He looked up the record and admitted that CitiMortgage made the error and it will be taken care of immediately. But on 10/25, I received another telephone call with the same request for payment. As of this morning, 10/26, when I called I was told the machine is down and they cannot help me. I should call back in two hours. It was still down when I called back. On 10/26 at 4:30pm, I was told by a CitiMortgage rep the phone calls will stop as of 10/27/09. I am nervous because I was told the same thing on 10/24/09 by Housain. I just want the harassment to stop, please. Thank you.

It is now October and I find out that I do not qualify for the loan modification. I just want them to roll the balloon payment into the loan and I can resume normal payments. They told me I could make October's payment, but it would not reflect for the month of October but be applied to the balloon payment. I do not want another delinquency on my credit report. Every person I speak to tells me something different. I applied for hardship assistance, but have yet to hear from anyone. What can I do now?

I asked several reps about the modification and told them that no one had called me yet and all seemed to not know what the heck I was talking about. They could not even tell me who I needed to talk to about it or who I could call to inquire about it. They did accept my 1/2 payments except for the last month, the rep demanded that I had to make 2 of the 1/2 payments. I borrowed the money from someone and made 2 payments that month. Then (and this sounds fishy to me) the next month I called and asked again about the modification and the fact no one had contacted me and I'm told that it was stopped because we did not send in our paperwork. I tell them about the letter I received that clearly stated someone would contact me! But it fell on deaf ears. They said I could apply again, so I did and then they say that I don't qualify!

How did I qualify in Feb but not in June? My circumstances have not changed. They go by your gross income, but I don't bring home my gross income, by the time health insurance comes out every week, it severely cripples my income. I have talked with so many reps about the modification and get nowhere. I've applied several times and been told I don't qualify. Then another rep tells me that "the govt. has another plan to refinance your loan," so I called and inquired about that. I'm told, "You cannot be behind on your loan to refinance," so I'm thinking why did the rep from CitiFinancial (who btw knew that I was behind on payments) have me call to refinance when I can't?!

I think it is all a bunch of ** nonsense and false hope for people. My theory is, I do have a balloon payment due next year on my loan but due to my situation, I've not been able to have the loan refinanced or modified. When I first applied for the modification, I told the woman about the balloon payment and she hinted that they could change that and get me out of the balloon payment. So I think they are just riding it out and getting what they can out of me till then and then they'll take the house. I think it is bull to have this supposedly available and they seem to know nothing about it and can't even tell you who you need to talk to about it, and I really wonder just how many people they are really helping?

The next day, approximately 3:00pm, 09/16/09, there were not (1) one but (2) two mortgage payments deducted from Regions Bank checking account. After several calls to customer service, I was getting nowhere. I then asked to speak with a supervisor. I then spoke to Mark **, a CitiMortgage supervisor in India. I then explained my situation and he was very polite and worked with me to resolve the issue. He had told me that if I place a check mark in the make this month’s payment now, it would deduct not (1) one but (2) two payments, which then had me confused because there is no other way to proceed to the next page without checking the make payment box. The make payment website does not indicate nor explain that when checking the make this month’s payment check box it would deduct (2) mortgage payments.

This is very misleading and in turn, has caused me much difficulty with my bank. I went to speak with a Regions Bank manager to explain what had happened and to see if they can help me with the situation. I hope that we can resolve this issue in a timely matter. After 9 calls to CitiMortgage, I still have not received any response to my situation. It has been three weeks since this had happened and I am still waiting on a response from CitiMortgage. I still am waiting for them to refund me $595 in NSF funds.

Unfortunately, I went online only to find out that we are not the only ones this is happening to. This is apparently a pattern with Citi, and homeowners are losing their homes even though they are paying their mortgages. We are concerned that Citi appears to be refusing to provide us any paperwork. (Other than recorded phone calls, we have no proof of the modification.) When I asked to speak to a manager, they refused that request as well. They are still reporting us as paying late, and last week, we received one of those foreclosure threat letters. I think, at this point, we need to report this to some regulating agency or news agency, but not sure to whom.

So they declined my application and kept my fee. Then I called to complain. A manager opened a new application using the original fee (This was wonderful.). The kitchen was completed. They locked in a rate of 4.875% for a 30-year fixed rate, all good. Now the underwriter sees that I have another address at White Plains, NY (I use as an office and it actually belongs to a friend of mine). Regardless, the underwriter decided that the property (my primary residence and the only home that I own) is actually an investment property. They told me I can have the same rate, but my closing costs will go from $9,000 to $16,000. Nice, really nice. The worst of it for me though is that:

2) If the government wants to get involved positively with how banks do business, then it needs to write a law that forces banks to refinance a home automatically if the borrower is an existing, perfect-paying customer (like me) whose mortgage is already with that lending bank!

I had passed up offers with other banks for a total of 8 months, while Citibank Mortgage took their time in the underwriting process, only to conclude that the only home I own was not my primary residence. It's absolutely the most ridiculous attempt to get an extra $7,000 out of me. I think they thought that I was stupid or desperate. I'm not sure which. But I declined their offer and requested that my original application fee be refunded. I never heard from them again.

Clearly, as a person with excellent credit and with more than 20% equity in my own home (Yes, even more painful was the fact that my home was appraised at $495,000 and I was only refinancing for $270,000.), I just decided that I could not do business with them; but that I do think that they need to be penalized for their current business practices with folks like me.

Nobody at Citibank Mortgage answers my calls now, unless I am opening a new application! No supervisors get on the line, and not one person confirmed the work of the underwriter. I mean, seriously, it's a joke. It only infuriates a consumer like me, whose trying to save some money in the worst economic crisis of our lives, and that these idiots were injected money. We should have left them for dead. I am a liberal, and I am shocked to hear my self think that way. But I cannot support in any way these business practices in today's economy. I find the whole experience draining, sad, and pathetic.

In the end, I did refinance my home at a 30-year fixed rate of 4.75%. It's $500/month savings for me. The underwriters there were thorough, fair, and super efficient. Did the government inject them with money? Was Quicken Loans one of the lenders that received salvage money from our government? If not, then clearly, our government has not invested wisely.

Please follow up with Citibank Mortgage, and I maintain that all I want for me is my application fee back. On a grander scale though, for the rest of the consumer world suffering from Citibank Mortgages business practices and exorbitant fees, I think that they need to be seriously audited and scrutinized for the greater good. Please see to it that someone does something to hold them accountable for what they are doing.

In the past few days I have filed complaints against CitiMortgage with the Attorney's General Office in my state, Indiana and in Iowa and the FTC. It has been impossible to speak with anyone at CitiMortgage that know anything about this issue, if I get to talk to anyone at all. After entering my account number with customer service, I am on hold forever. Today, I will be finding out how to dispute an entry CitiMortgage made on my credit report that is a bankruptcy they reported on 3 of 2008. This entry is false, it never happened. But it does explain a $150 fee they added to my payment statement in July of last year for attorney fees incurred because of a bankruptcy. The Indiana Attorney General's Office resolved this but it took eight months to get my money back. I am trying to avoid paying this latest false claim and then try to get it back.

In the afternoon of the 20th of September, I want online to get an annual free credit report through Trans Union. I found that CitiMortgage posted my mortgage in chapter 7 bankruptcy on 3/2009 after they acquired from their sister company CitiFinancial. This was false, and they updated it this month. I disputed this entry in the evening of the 20th and in the morning of the 21st, Trans Union has investigated the dispute and sent me the results showing the entry was deleted. On the same day, I received another payment statement charging me another $200 on top of my mortgage payment.

On 9/22/2009, my bank prepared a statement listing all of the checks for mortgage payments since CitiMortgage has owned the paper on my home. I sent this to CitiMortgage's payment research department in Frankford, MD; no response. On 9/24/2009, I sent copies of the actual bank statements for the same period of time showing the same thing, we have not been late or missed any payments. No response yet. I have no intention of sending these people almost $7,000 in accumulated charges and then try to get it back from them.

What else can I do to the resolve this latest false claim? Are there any more recourse available for my defiance of these predatory practices by CitiMortgage? I have an appointment with a local attorney this week, but they didn't sound like they could do a lot other that contact them. Also, they could not promise that their fee would be recoverable. Thank you for your time and consideration of my questions.

After waiting one week, I called again and spoke to another customer rep. She told me that she can see about my last conversation and agreement on reissuing the check, but couldn't see whether they issued the check already or not. I requested to get a manager and she told me her name is Gail or Gatil. After an hour of conversation, she promised that I am going to get the check in 48 hours. Today is 6th day after my conversation with Gail, and still no check. Today, I called again and spoke to customer rep. I asked for the manager and this time I spoke to a male. His name Glen, ID # **. He said he couldn't see a check issued status and started saying the same story that I can make another request to issue the check. I asked what happened to the previous requests. His answer was, "Sorry, I don't know anything about the previous incidents. The only thing I can do is I can make another request to issue the check." I asked him to make the request. Let's see next week. If I owe some money to them, they will send all types of letters within a few hours, screw up the credit history, add so much interest to the account, and make life miserable. Look at this. They owe me my money ($3,000) and doing nothing about it.

Just this month, I was informed that Citibank had finally contacted a title company that worked with ABN during our foreclosure proceedings and that several checks which represented monies we sent to ABN to pay our mortgage had been handled through them. If I understand correctly, they had these monies for years, and according to Citibank had applied them to our account in May of 2005. But in November of 2005, our account history which we obtained during the count proceedings indicate no such payments. In fact, the position of ABN was that we never made or attempted to make any payments towards our mortgage. When I advised the representative with Citibank about the court records, I was told that she could no longer speak to me or my husband regarding this matter. We were also promised a record of these payments which we have yet to receive.

I understand that but why didn't they tell that to us before we spent $385 for an appraisal. After contacting our attorney, he was "mind boggled." He had never heard of a mortgage company not dropping the PMI once it went below the 20% LTV. It seems to me they are just trying to make money off us. Get this though, every time I call to ask a question, they offer me a credit card because "I have never been late on a payment and I have excellent credit." They trust me with a credit card but not to make my mortgage payments on time. Don't forgot folks what CitiMortgage is, Fannie Mae government run, supposed to help the buyer. It doesn't seem like they are helping the buyer but hurting them.

CitiMortgage has also been sending me threatening letters to my house, even though they know my address is not that address. It's another way to scare my renters out and steal my house. I need your help immediately. I need your help, please. Thank you for your help. I look forward to hearing from you soon.

On Tuesday, Sept. 8, 2009, I called the company that placed the loan with Citi and found they did send the check on July 21, 2009 and it had yet to clear my bank. It was delivered to the O'Fallon facility on July 22, 2009 at around 9 am by FedEx and signed for by an employee. I have the tracking number and name with a time stamp from FedEx.

During the next 4 days, I was transferred all over the world with the clowns in each country asking me for my SSN, which I do not give them. I have asked that a PIN be assigned to my account and have asked every time to have my loan packaged up and sold to another servicer. They refuse all requests to protect my private information. They are narrow minded, ignorant of customer service and still act exactly like they did before they got bailout money, which I might add is like rewarding a misbehaving child for acting up. I am ashamed that our government has allowed them to function when they should have withheld the $306,000,000,000 and let them all join the ranks of the unemployed.

A conversation with the Department of Veterans Affairs was helpful today and I sent Citi a bill for $197.81 for the wasted time and the stop payment on the missing check. If they do not pay, I will turn them in to collection or go through small claims. I also work at home and this has racked up over 20 hours of wasted time over the last 2 weeks.

I am not nice to them, downright nasty because what should have been escalated up the ladder is constantly run through the system in a loop and "there is always no one to talk to, or a corporate number to call." I have started collecting phone numbers, fax numbers, and have contacted the US Attorney General's office today to get a fax number for them. I honestly think it is time for a class action lawsuit against them. I did not authorize the release of information to anyone in the countries of India or the Philippines. I have spent an amount of time with these clowns that far exceeds what is required of anyone.

I also expect them to operate in a manner that is in line with the servicing of my VA loan. We are not here to justify any job in any mortgage company. We are here to pay our debts and they are here to service that debt. I really want them to just fold and go out of business. Then all these smug myopic people they have in customer service will figure out what it is like to be on the other end of this behavior. It is time to drain the swamp that they all drink from.

After ten surgeries and two amputation surgeries, we received a small settlement which primarily went to pay over $400,000 in medical bills. In 2006, we refinanced through our credit union to get out of our interest only loan. Unfortunately, Citi Mortgage purchased our loan from the credit union. Due to all of these, our mortgage is much higher than it was originally and now we find ourselves struggling to pay our monthly mortgage.

In May 2009, we applied for Citi's mortgage assistance program. Originally, we were told we qualified and that they had to do a valuation of our home (which came in about $40,000 lower than the true value of our home). After that we didn't hear anything back from Citi. My husband called numerous times trying to get through to anyone who could answer our questions, but like almost everyone else, his calls were dropped or routed to the wrong department. When he finally got someone to talk to in the middle of June, they said we were approved and they thought it would bring down our interest rate by about 2%.

They said they would send out some paperwork out for us to fill out and it would take about 15 to 30 days to get to us. It never came! On subsequent calls my husband was told that it might take up to 45 days to receive, and still it didn't come. On August 28th, my husband called again to find out why we hadn't received the paperwork. To our shock, he was told that we didn't qualify and there were no notes on the account saying we ever did.

Citi couldn't or wouldn't say the reason why we were no longer qualified and said we should try through Fannie Mae. Of course they will not provide any phone numbers to Fannie Mae, but they said they e-mailed our information to Fannie Mae on August 28th. We have little faith that we will ever hear from Fannie Mae or Citi Mortgage in the future.

I fear by the time my complaint is eventually reviewed by the Attorney General's office and the OCC, I will be locked into foreclosure. I have been in communication w/ CM weekly and even daily and recently enlisted the folks at Hope for Homeowners (a federally funded Consumer resource group) to delete the escrow from my account. The following timeline details the chain of events since March 09 to the present: (Exact dates can be provided for the following timeline if this issue goes to litigation).

In mid-March 09, regular mo. payment to CitiMortgage was $1206/mo. In March 09, I sent a certified check for $3500 (issued from my Credit Union) for delinquent taxes directly to the York County Tax Office (YCTO). In March I still owed $4300 and made arrangements to pay the balance in June 09. This was approved by York County Tax office as I had until mid-July 09 to pay the balance.

In mid-April 09, CitiMortgage (CM) issued a check to the York County Tax Office (YCTO) for $7,800. Upon receipt of the CM check, YCTO immediately issued a rebate check of $3500 to CM for the $3500 I had already paid the previous month. I was not notified or CCd of the rebate transaction to CM.

In early June 09, oblivious to the rebate on June 10th, I called YCTO for the exact tx balance as I was ready to send in the 2nd certified check. I was informed CM had paid $7800 (the balance of $4333.37 was now $0) and finally informed a rebate of $3500 had been issued to First Bank of America for delivery to CM's Tax department to be credited to my escrowed account. Around this time, I began receiving incessant calls from CM's automated Bill Collection dept. stating I owed $2400 for the month of June? I was surprised to hear this as I was current on my mortgage payments at this time. When I would call back the Bill Collection folks at CM, they said, "Do not worry, this would all be okay when the $3500 was finally applied. Keep checking as it had not yet showed up."

In mid-June 09, CM Escrow and Customer Service folks said that I would be able to apply for deletion of the escrow on my account if I resolved the remaining balance of $4333.37 and they would track down and apply the $3500 to my remaining balance. I would be at $0 balance. I could fill out an escrow deletion form and resume my original payment of $1206. I immediately sent a personal check to CM for $4333.37 noted apply to escrow. Check was received and applied immediately but the escrow balance was still $3500 for the missing check concerned. I called YCTO Controller's office and confirmed the check had definitely been sent in May.

When I called CM to check if received they promised to keep checking the system and would $0 out my escrow balance when they found it (I paid my normal payment of $1206 in June certain that any day this would be resolved when the check was finally located). I made several check up calls to CM for the remainder of June, still not concerned at this time.

In early July 09, rebate check was still lost at the First Bank of America and now my cell phone rang from 7:00 am to 11:00 at night (cell records will confirm) as I owed another payment of $2400. I made another $1200 payment hoping an adjustment would be made when the rebate is applied and the escrow is zero. The only good news was now my payment is only $1800 due to the $4333.37 finally being adjusted on my escrow. I was growing concerned because it appeared I would not be credited the $3500 I paid in good faith back in mid-March 09.

In mid-July 09, I called YCTO again and conferenced the Tax Office w/ Customer Service at CM. During this call, it was apparent (after almost 3 months) the check was still in limbo and I was pressing for the escrow deletion to get my payments back to normal. During the conference call, we all decided that YCTO would stop payment on the check and issue the rebate to me. Then I could forward the check, submit another personal check for the $3500 to CM to zero out and delete the escrow. The check came from YCTO the next week and was deposited into my account. I called CM and let them know the check had arrived and I would be paying down the escrow as soon as the check hit my account.

In end July 09, I called Customer Service and asked to be patched to the escrow department. I was on the line w/ Craig and brought on Regina. We were in a 3-way call. The record will show 99% of the time I pay CM w/ check by phone. Both escrow agents assured me the $3500 would be applied to the escrow. I authorized the payment and was assured the escrow would be deleted and I could expect my normal pay schedule to resume. Finally the rebate had come full circle.

In early August 09, phone calls from Automated Bill Collection came in all day for monthly payment of $1800. When I called CM to check on the escrow deletion, nothing had changed. During this call, I found out CM (on August 1st) had paid my 2010 taxes allowing them to keep the inflated mortgage payment and now I was locked into projected escrow payments.

In mid-August 09, after approximately 20 calls from early to mid-August, most ending in disconnects after hours of being on terminal hold (cell phone records will verify), I discovered the $3500 was misappropriated to pay the escalated Mortgage payments. This was a blatant lie to me from Craig and Regina (CM escrow agents) and countless other CM reps over the past 3 months. YCTO recommended I contact the Department of Banking (OCC).

I have filed a claim and I'm on a waiting list. I am filing this complaint w/ the Attorney General's Office. Recent calls to CM have been w/ the HOPE counselors conferenced in to witness the calls in an attempt to resolve to avoid litigation. The Hope for Homeowners counselors, referred by the OCC website, have been on the phone with me and CM up to 3 hours at a time while we spoke to Escrow Supervisors who are the first, second and third line of defense for getting through to anyone who had a clear picture of my account information.

Taking names and ID #s are useless as an hour w/ Leslie ID ** (she was filing an escalated request to a senior supervisor) and we were disconnected. We got her back on by luck, were put on hold and disconnected again. Then we spoke to Nancy. We asked for her ID and were immediately disconnected. We called back, and Shabir, a gentleman who proceeded to tell us ID #s are not useful, it is not possible or names as there is no way to get the original Supervisor back on the phone. It is a maze of unaccountability. Shabir said my monthly mortgage payment is now $1442 but would go to $1006 if I paid my projected balance of close to $5000. I am certain CM is doing this to others as YCTO advised me to contact your office. Please help me bring them to accountability for deceptive practices.

The CitiMortgage could not find the payment, but we're sure that we sent it. Also, the bank agreed that they accepted the payment which included our loan number. It has been 3 weeks now, and they are still "researching" the problem. In the meantime, our payment is late, because they can't find it. They have charged me late fees and threatened to report me to the credit bureaus, if I don't make another payment to catch the account up. Don't refinance with CitiMortgage.

The next round, I wanted to drop escrow for insurance. I told them in July I was getting new co., and I would pay the policy. They asked me to send proof, and said they will call new co. They paid the insurance anyway out of my escrow, creating a shortage (2nd in a year), and I had to get the money they paid to insurance back. Now, they say my payments are high because there is a shortage. I asked them to cancel escrow. I asked for escrow, it was not required at the time of the loan.

Teller id **, some nincompoop named Jade, said okay, he will cancel escrow, and to just pay principal & interest on Sept. 1. Today, 8/31, I got a letter from Citi saying, "thanks for your application" to cancel escrow, but I have to have 75% loan to value ratio, I need $2955 for that and to pay $250 to cancel escrow. I told him I was never informed of those terms when loan was transferred, nor did I agree at any time to these terms; escrow was not required at the time the loan was made. When I called, the ** gave me ** like, "I understand your frustration". When I asked them why teller ** would tell me it was cancelled and to pay principal and interest only, they said ** like "well, you have to have escrow b/c your loan to value ratio is 78%?" Additionally, if they had not overpaid the insurance co., I would not have to come up with $287.98 now to cover a shortage, because we all know the payments never go down, only up.

They are greedy dogs. I will refinance as soon as I can, and I will tell all of my friends to not deal with this bank. They stink.

My question is, if CitiMortgage was able to justify lowering my rate temporarily, why is it not justified to reduce the rate permanently? I do not qualify to refinance my mortgage. The loan is for more than the house is worth. CitiMortgage representatives told me that I didn't qualify for modification programs. One representative informed me that I didn't pass their online test. I have submitted the necessary documentation twice via fax, and gave my financial information 2 or 3 times over phone. Can someone please look into this matter for me? April 2010 will be here shortly! Thank you. Consequences: financial hardship and mental stress.

What is very disturbing is that we have to pay this monthly 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, Homeowner's). They cannot explain to us where the extra dollars are going, why they did not notify us; the figures absolutely do not add up. Two weeks ago, they added another $90 to my payment. That is $540 above what I signed and agreed to in my contract and not one person can explain it. What do I do?

We contacted numerous people within CitiMortgage, requesting a loan modification or a refinance. But they refused to discuss to give us an extension. We would like to keep the home where our children were born into; however, they are only concerned about money, despite taking government funding and taxpayers' money. Our loan expires on September 9, 2009, and we received this certified mail dated August 10, 2009 giving us two weeks' notice to pay off our loan amount of $256,844.04. Who on earth can come up with such a large payoff amount on a two weeks' notice.

We are unemployed citizens with two little children who are paying mortgage on time. And all we are asking for is some other way to refinance our loan, so we can continue to pay the mortgage amount as we have been paying for the last 5 years. We have never been late on our payments. Please help us!

I've been transferred all over the U.S. (and India!) and told conflicting stories each and every time I've phoned. My financial information has been "lost"; I've been disconnected, put on hold, and lied to at every juncture. The woman I spoke with tonight was reassuring, and promised me "help" but then transferred me to a very rude woman who told me to "keep waiting on the papers" and that I'm not the "only one who needs help." I know I'm not the "only one" but why is it if I were late even one month on my payment, I'd risk losing my house; yet this company has been so unprofessional and not delivered the assistance they (and the government) keep promising me? Citi knows they have us over a barrel and they are simply kicking us all when we're down!

I called June 1 to make the second payment. On July 4, there was a notice placed on my front door that they were going to sell my house on July 27. I called Citi and they told me that they would postpone the sale until August 27. I asked them to cancel the sale and give me the reinstatement amount and they denied my request. Instead, they told me to pay the July payment. I paid the July payment on July 6. I called every few days later and to ask the status of the loan mod. They told me to make a fourth payment so I made the payment the same day; July 27. All of a sudden, they sent me a letter demanding all these other papers giving me one calendar week to comply. I called and told them I was tired of the games and I just wanted a reinstatement amount and be done. They still refuse to give me the reinstatement amount. I feel that they strung me along to accrue attorney's fees and late fees on my loan. At this point, I could care less. I just want my sanity back and the security of my home.

Economically, I will probably be stuck with unreasonable attorney's fees and unnecessary late fees. Additionally, since my divorce is not final, I have to come up will all this money out of pocket instead of waiting for the judge to impute half the costs on my ex. More than anything, I am a nervous wreck emotionally. After everything I've been through with a divorce that has lasted two years and an ex-husband that has no respect for our property, now I have to be raped by CitiMortgage. I will form a class-action law suit if my attorney's fees are unjustified. I encourage Citibank customers to call me.

The people on the phone guaranteed us that they were just calling to remind us and since the market had been suffering, they also wanted to offer any help if we wanted to take advantage of their "skip a payment" program. We did not, but because of the constant harassment for no reason, we did decide to refinance with a local bank. When that process began, that is when the real trouble started. They would call, threaten, then hang up. Then, when they called again, they would say that we hung up and that's why they were calling back. Then, they sent the "payoff" form to our bank and charged us additional fees of $540 to close the account. When we signed the contract with Citibank 2 years ago, we specifically asked if there were any early payoff fees or closing fees. They assured us that there were none!

So when I called Citibank to complain, they said I was right, there are no early payoff fees. But there is an account closure fee. What? Seriously? That is just word play. They said that they were in their legal right to charge those fees and if I had a problem with it, that I would need to write their legal department. They also charged me interest in advance of the date I was going to pay off the loan because they said it was "insurance" that we would give them the payoff. They then said that they would waive the fees if we just refinance with them instead. I told them that it was outright blackmail and I would be looking for an attorney and they would be returning my money.

I explained the situation to Bayview in April (had to wait 45 days for them to get all of the notes from Citi). They could not get the problems fixed nor could they honor the 4% rate. Now in August, I've finally got a modification, but not anywhere near the 4% Citi said I had. Bayview Loan Servicing was also very rude, not helpful at all. Citi still owes me money. They misapplied my payments to late charges, etc. Both Bayview & Citi have mismanaged my account since October 2008. It has damaged my credit terribly and before October 2008, I had never missed a payment.

As instructed, I called at the end of July. It is impossible to ever talk to the same person, so I am dealing with someone that could care less. He told me that I don't qualify for a loan modification through the president’s program but I might qualify for something from what he can see. A new agent has been assigned to my account - Allison **. She was emailed by him 2 weeks ago to call me, still haven't heard from her. I called a couple of more times, spoke to a couple other representatives and I keep getting different answers.

I am very worried because they are expecting a $6,000 balloon payment in October at the end of my 6 months "forbearance plan", which mind you I was put on by them. And I cannot even get a hold of or call from the person that is assigned to my account. The worst part is, today I find out that all my late payments have been getting reported to the credit bureau. I called them about it today. Basically, their answer was "Sorry, but we are not sure why she would have told you no reporting would be done to your credit bureau."

I further explained to them that I had specifically asked the question about my credit 2 times before agreeing to the plan, but they did not care. As a side note, I had no late payments on my credit report of any kind before this fiasco. The represented I was talking to today to actually got a hold of Cheryl ** who had set me up on this plan and she refused to even talk to me about the matter.

If you cannot trust your own mortgage company, who the hell are you going to trust? From what I am reading on this website, I am obviously not the only one getting screwed somehow by CitiMortgage. I want to know when is the government going to start reading websites like this and getting involved and doing something about all the ** with the loan modifications that is going on right now with all the big lenders. I am possibly going to be forced into foreclosure by this mess, which I started only by asking for help, and them leading me down a path that was supposed to help me not put me out of my house.

The fact that you cannot get a hold of the same person that you speak to twice in any department especially the loan modification department is a total joke on their part, and the intelligence and lack of from person to person that you speak to is amazing. These are the people who you are trusting with one of most important pieces of your family life and investment.

I tried several times to speak with her. This past July 28, 2009, I talked with her on my cell phone. She said she thought I was eligible for a modification, but am not because I had a fixed rate of 6.90%. I explained the rate was high and was told I have a 2.90% rate. I checked my statement and only the $10,500 was 2.90%. I also asked for a reasonable payment plan and asked the three months behind I am at be added. I also agreed for auto payment once done. We got disconnected and I never heard from her again. I am getting fees on top of fees. I thought President Obama had help for me. I applied for a HOPE loan for my first mortgage with WAMU. No one will combine both loans for me.

I'm now calling again as we speak and I’ve been on for 50 minutes. I finally got a supervisor and my call got dropped and I have to start over. I've called since January 2009 every few weeks and got passed around for hours. I've sent numerous emails and even 2 of the reps that gave me the incorrect info about credit in December. I've written 2 formal complaints with details. No one will respond or help me. I've went to all 3 credit agencies to dispute this.

I cannot buy a car or even change lenders to purchase the new home for my son and I that I've been planning on doing this summer. After speaking to Citi Modification, I was told that they just found out that they had been giving incorrect information about credit being affected and now they had to let people know upfront. What about then. I just got another supervisor and he was helpful and my call got dropped again. Please help. I've accrued close to $500 in late fees and bie batch fees. My credit is showing delinquent for mortgage payments even though all payments have been made but put somewhere else.

I was given 5 different telephone numbers, talked to people in another country who knew nothing about my loan, talked with people in the US who knew nothing about my loan, transferred to loss mitigation where I was told that I needed to go online to the CitiMortgage website where there were tools that could help me. I went to the website and found information that sounded helpful, but when sent in, proved to be a dead end. Then on June 6, 2009, I contacted CitiMortgage to inform them of a financial reduction in personal income and that I would now be having trouble making my mortgage payments. I was told that I needed to refinance. After determining that I did not have enough money to pay for fees associated with refinancing, I was told I could qualify for the federal loan modification for Fannie Mae loans.

I contacted the home affordable program within Citi and talked with Megan, who was very helpful. She told me everything I needed to know and what to fill out. Once I finished the whole process, I was told everything was received and uploaded and that I needed to wait until July 22, 2009 for the drive-by appraisal. I then contacted Citi today, July 30, 2009, to see where in the process I was. I was told that I did not qualify for the federal loan program, even though according to the government's website, I qualified with all 4 criteria! Then Jean, who was very nice, told me I was eligible for another non-government program for Fannie Mae loans. She said that the Fannie Mae investors require that in order for me to actually become eligible for this program, I would need to be 4 months behind on my mortgage!

I signed mortgage documents 5 years ago, even though I have refinanced in the past, my mortgage has been sold (something out of my control) so many times, finally ending up with Citi. In all this time and through all the sales, I never missed a payment or was late. My credit is excellent and because of my hard work, I can get better interest rates, cheaper health insurance rates, etc. Why would I want to or why should I have to trash my credit to be approved for the government program? Citi has the final say in all decisions. They are a horrible organization. They took my hardship and used it as an opportunity to sell me products, send me surveys of how they did when I talked to them on the phone, had me running around in circles when I called them for help.

All of the stories posted here are from real people, who are hurting and are simply asking for help. Where are our consumer rights? We have them and they should be followed. I would like to file a class action lawsuit against Citibank for unfair, unsavory and deceitful business practices. This kind of bullying, shell game needs to stop right now. Why is this allowed to continue?

Citibank has "borrowed" (like they'll ever pay it back!) over $50,000,000,000.00 from the American taxpayers, and is not lending any of it back to them. They are gouging their credit card customers with 30% interest rates. They gave all but the top 100 employees a 50% pay raise. The top 100 are prohibited by law from such a raise. They outsource all their customer service jobs to India.

Vikram Pandit deserves to be slowly lowered into a vat of boiling oil - in a stadium filled with people who have been mistreated by Citibank. I am so disgusted with my government for just handing them a $50 billion check so they can put it in their pocket and screw over the people who gave them the money! Watch them declare bankruptcy anyway. Every person who works at Citibank should be scrubbing floors instead. It is the worst company going right now. They are absolutely disgusting.

A series of mishandling and lack of communication on CitiMortgage's part delayed getting a closing date and caused the need for a second appraisal. The second appraisal came back significantly lower than the first, and the loan has now been declined based on the loan-to-value ratio. My current interest rate is 6.5%, and I was locked at 4.875%. Now, not only am I continuing to pay at the higher rate, but I've also paid a $500 application fee as well as filing fees to the bank's attorney, The Gulotta Law Group, PLLC, of an additional $360.

On April 13, 2009, I contacted Citi regarding assistance on a mortgage modification and submitted an email application and set an appointment for April 21, between 8AM-10AM. On April 21, 2009 at 11:30AM, Jeff contacted me via telephone and took the details for the application. He said I would be contacted in 4 to 6 weeks. On June 2, 2009, not hearing anything after 7 weeks, I contacted Citi regarding the status of my application and spoke to Anna. I was told that they didn't have all the information and I needed to fax it to a location in Los Angeles. After giving Anna all the details, she attempted to transfer me. I was disconnected.

A little frustrated, I contacted Citi again the same day and spoke to Donna. I explained the situation from the start. Donna was very good. She shared the fact that she had been doing this for over 15 years and also stated there were contact employees involved with the initial contact and it was possible that they didn't follow up. Donna took more information and stated the info looked good including the figures. I would also be contacted by Citi to check on the backup documents, tax returns, accounts etc. So I did not need to fax the information. Donna told me that she would request a drive by appraisal, this was 6/02/2009 and to expect a call in about three weeks.

On June 11, 2009, I called Citi again and the recording referred me to Citi's website, which I eagerly followed. I checked and got this: On 06/11/2009, your request is in process. We are actively reviewing your information. Please expect the review process to take approximately 30 business days. We appreciate your patience during this time and look forward to helping you find a mortgage solution to manage your financial needs. My first application was back on April 13, 2009 and now I'm told it will be 30 days from June 11, 2009. At least it was filed! I checked the website several times and received the same message.

On July 23, 2009, I checked the Citi website and there was no message or information. I phoned and spoke to a lady (very hard to understand name). I explained again the situation, she put me on hold four times to check, talked to me about additional details and then came back to me and stated "you don't qualify". I said, "I don't understand, all the other people stated that I did, what has changed?" I then asked, "What are my options?" She stated, "You need to sell your house!" What! This is the whole reason I'm trying to do a loan modification on my home before I run into financial problems. She doesn't even know my financial background to make such a statement, so very unprofessional. I said thank you for your help and hung up.

I called Citi right back and spoke to Jarrett, explained again and he stated I should be working with another department and transferred me to loan modification department (mind you, I got his number off the Citi loan modification site, the only number!). The transfer went through where I spoke to Pamela. I explained again and told her I was reapplying with updated financial information, but Citi web page timed out and disconnected me. I explained I had not completed the entire application and asked her how to get back in to complete the information. She told me to try! She wasn't sure if it would work or not, it didn't. She also told me that I need to wait seven days before trying again. Why?

I have no recourse since the website is now publishing the same message: Your request is in process. We are actively reviewing your information. Please expect the review process to take approximately 30 business days. We appreciate your patience during this time and look forward to helping you find a mortgage solution to manage your financial needs. How can anyone secure a loan modification working with such an unprofessional disorganized organization? To make things worse, I have Citi stock which is just about worthless. No wonder.

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 (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 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 start-up 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 start-up 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 found 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 transferred to the Loan Modification Department to see if maybe I can get my payment reduced. The minimum federal requirement is 31% HTI ratio. I provided my newly adjusted income and found out by their calculations I was at 30.34% HTI and I didn't qualify. I did my own calculations and found myself closer to the maximum, at 36.5%. I inquired as to why our calculations were different; the guy could not explain it. So I checked a little more and found out his calculation works perfectly if you do not include the impound account. I let him know the federal qualifications included the impound account. He put me on hold to talk to his supervisor, to whom I was eventually transferred. They stated 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.

In February 2009, I called Citi workout department and inquired about a loan modification. They put me on a "payment plan" for 3 months while my application was being processed that reduced my payment from $1733/month to $1400/month. Again, this plan was offered to me. I did not request it. To my surprise, by doing this "payment plan" that was offered to me, without explanation, they put my mortgage in default and created late fees and delinquency fees (inspection fees). I was able to get the late fees refunded, but I can't get the inspection fees credited ($45) and refunded ($30). It is my understanding these inspection fees relate to someone driving by my house.

Once I found out about the fees being added to my account, I paid my loan current, got out of the "payment plan," and stopped the loan modification process. I understand that fees are charged per the terms of my mortgage when payments are late. But since I was not told differently, I assumed that as long as I paid per the "payment plan" that was offered, I would not be in default of my note. I would never accept a plan that would put my mortgage in default or affect my credit. I have no intention of not paying my loan in full. I have lived in the home, since I bought it new in 2002. I was just inquiring about the options of loan modification and got into this mess. I would like to get the delinquency fees charged to my account refunded ($30 paid) and reversed ($45 charged) and any negative impact on my credit status be corrected. Let me know if you can help. Thanks in advance.

That was in March. When I inquired about the status in May, I was told that they had up to 90 days to make a determination. As of July 22 (almost 6 months after our original request), we had not heard a word so I contacted Gail once again. Gail informed me that she had switched positions and after checking, she found that our request and info had never made it to a closer and guess what? Our information had been lost. She asked me to resubmit the info to her for a 3rd time. Now mind you, we have never been late on a payment but our savings is running out fast and she wants me to resubmit and wait another 90 days only to be told that the paperwork was lost again!

I think I'll pursue other means of taking care of this. For some strange reason, I think I might just get the runaround and be lied to once again. I want to know what has been done with the bailout money that CitiMortgage has received because obviously, it's not going to any of the upstanding, hardworking citizens. Our commander-in-chief needs to pull his head out of the sand and realize that the very people that this was meant to help is not seeing a penny of this help. When will this financial institution be held accountable for their deception and the railroading of the American public?

On June 1, I received another delinquent tax bill from the city for over $4300 and late fees. I faxed in the bill and contacted CitiMortgage again. They said they would investigate and call me back within 48 hours. I never received a return call, but I called to follow up and was told that they would call me. I received a letter on July 13 stating that they had discovered that I had 2 parcel numbers for my property, but they only paid 1 and had discovered the error and paid the taxes and late fees. I called on July 13 to find out why this happened and was told by Richard that I wasn't paying enough in my escrow.

I disputed his allegations and asked for a supervisor. I then spoke to Sonya and told her that I had faxed the tax notice with the additional parcel number in on two separate occasions and it was ignored and they still refunded my escrow with a confirmation letter that everything was paid up. She rudely said, “Well, then you should have paid the taxes yourself. Now, you owe $7000 and since you had the money and didn't pay, we won't accept partial payments!” I asked to speak with someone else and was told by team lead Oscar that they had in fact made the mistake and could offer me a 48-month repayment agreement, but my mortgage payment would now be $1300 a month!

I had already applied for a loan modification in February and received a confirmation number, but now they say they have no record of the application even though someone called me back and gave me the confirmation number which they now don't recognize. I must now reapply and in the meantime try to come up with $1300 per month for plus interest (yes, they are charging me interest during the repayment period). My mortgage is already upside down and worth less than half of what I paid for it. I have only been late twice for a payment and now I'm being faced with the fact that I won't be able to stay in my home and the error was not even my fault!

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 deferment and refinancing, beginning 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!

Consequences: substantial financial losses, and now my children are afraid to sleep at night! I am a single mom, and my children's father died 10 weeks ago. How dare CitiMortgage treat us this way!

Essentially, we will be paying $600 on top of our principal payment. Our current payment is $1200. It will not be over $1600. My fiance's hours are getting cut, and I will have to pick up the slack. Although I have a "professional" career, I am furthering my education in college right now and may have to withdraw and pick up a part time gig if things get worse. So far, we have spent approx. 4 hours getting transferred on the phone, and not having our questions answered. If I was in the field of "accounts" and I was this lax about errors like this, I would lose my job. How can the banks get away with this?!

On March, 31, I submitted my application and all of my financial records with a follow-up call with the representative via conference call to discuss the breakdown of my financial commitments. That meeting lasted almost 2 hours. I received a letter dated March 30, attached for your view, stating that my application was declined due to lack of sufficient information to support my eligibility. I phoned immediately to dispute their claims because I had faxed what they requested and had my fax confirmation documentation with attachments outlining my finances in detail. I again spoke to CitiMortgage in April where they stated once again that their records did not indicate that I had submitted an application with my financial records; therefore, I had to start all over again for the 2nd time. They told me that I qualified and that they would order an appraiser, a third-party to come to my residence, which never happened. They told me that I would have to keep calling back to check on the status. I called again in May for the status and they stated that their records indicated that an order for the appraiser had not been submitted and that they would submit the request. Again, another delay! Their next excuse when I called again was that they had not received the appraiser’s findings due to a back-up of clients and I just had to keep calling back, which I continuously complied.

Their suggestion in the meantime was the following:

3. And to sign-up for the Hardship Assistance Program.

I would not opt for item 1 or 2; therefore, I applied for the Hardship Assistance Program in addition to confirming that the application for the Hardship Assistance Program would not affect the modification program application, which they confirmed it would not. Keep in mind that the Hardship Assistance Program is also subcontracted out to another organization called the Outreach Services and they are not on the same computer database as CitiMortgage; therefore, I had to repeat my detail financial status for the third time. I was in this program for 2 months when I received a statement from CitiMortgage stating that they had once again adjusted my monthly mortgage fee that would go in affect July 1, 2009 through December 31, 2009. The adjustment payment was lower than what I was paying while being on the Hardship Assistance Program; therefore, I called and opted out while ensuring that my modification application was still moving forward.

I spoke to CitiMortgage on July 14, 2009, verifying the status of the appraiser. And the final nail in the coffin was that CitiMortgage had closed out my case due to their computer system crashing and that they no longer had any information on my application; therefore, I would have to start all over again by resubmit an application with my financial record, for the fourth time. You would think such a large company as CitiMortgage would have a computer database back-up system in place. I see they did not lose my mortgage information and are still billing me monthly!

At this time, I am now way too frustrated and really need your help and I have already contacted my North Carolina state senators regarding this matter. What should I do at this point? I do not want to lose my house of 5-plus years and nobody seems to want to help me. Please be my voice and help me with CitiMortgage. I can be reached at the follow information: **.

I took a portion of the day off to be able to speak to a representative without interruption. I waited over an hour for the call and becoming frustrated, I called 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 disconnected three times during that hour. Every time I called, I was given a different phone number to call when 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 be sure it was really 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".

Our mortgage and taxes are more than 80% of our family's monthly income right now. We earn too much to qualify for public assistance so our family is eating a lot of pasta and oatmeal. We have fully depleted all of our savings, retirement, and sold off anything of value we have. We are precariously living month to month. We are seeing some signs of improvement in our business and my husband has been looking for additional work to supplement our income. It will be at least two to three years before we are fully back on our feet and out of this hole.

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 that 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." First, I had no choice but to complete this form since I had multiple contractors. Second, I said I would obligingly provide receipts upon receipt of the funds from CitiMortgage since I cannot pay $38K out of pocket. And third, 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 have 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 was paid. This was after sending two receipts prior. Money was 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 customer’s insurance money to bolster their own reserves and earn interest. How is this legal?

Three times yesterday, someone from the Collections Department at CitiMortgage called me. I finally answered the phone at 8:15 PM last night and talked to them. They said that while my check isn't late, and they have confirmation from the US Postal Service that it is coming, they had to call to let me know if it wasn't there by July 16th, I would be late. I asked him if they already know it's on the way, and if I've never been late on a payment, why am I getting a call from the Collections Department? He said just to confirm they were receiving my check, and because the USPS confirmed it was on its way, they would waive any late fees. Again, I've never been late, and they know its coming. He then asked me if I was in any danger of missing any other payments. I told him absolutely not. This call lasted for 10 minutes so he could "confirm" my information with their system. Why did CitiMortgage have their collections department harass me when I've never been late on a payment, and they knew this payment wasn't going to be late?

The fact that my account was referred to a collections department is beyond comprehension. I felt harassed. I have never been called by a collector before. I hope this can't go on any permanent record when I did nothing wrong.

In April, the only helpful person at CitiMortgage, Courtney **, said she had approval for me and she 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 $1,300 per 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?

Today, I called and was told that we do not meet the minimum requirements for loan modification. I received 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 given by CitiMortgage management in order to avoid compliance and maximize profits. I have read in several articles published, that this is a common tactic employed in the mortgage industry and that a thorough investigation and prosecution of the guilty needs to be enforced by our government. This denial of a presidential directive is outrageous and undermines the faith of our citizenry in our government’s willingness to enforce laws and directives for the mortgage relief program. Unless this is a farce perpetrated by our government, I demand action of the first order to investigate and enforce the laws and statutes involving the oversight of the criminal organizations.

Please contact me for more specifics. I will pursue a legal remedy for this outrage and seek counsel to prepare a class action against these pirates who accept taxpayer funds for their misdeeds and thumb their noses at the taxpayer and the U.S. government. This matter should be a priority for your office. We are under great economic stress to make the mortgage payment on our home.

Today, I spoke with Merlin. He 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 runaround, 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.

Checking again with the collector, I was told not only that my taxes had not been paid, but that no one from CitiMortgage had ever contacted the collector about my taxes. I called again and received the fax number of the CitiMortgage escrow department. I gathered the information together and faxed it to the escrow department on 12/18/08 together with a request that my taxes be paid. A subsequent check with the collector revealed that my taxes still had not been paid. I called again and was requested to re-fax the information, which I did on 12/30/08. Still, nothing happened, and the collector mentioned that she still had not been contacted by CitiMortgage.

After calling several more times, I received at least two letters from CitiMortgage informing me that they were conducting research into the matter and would need more time. Nothing ever resulted from these letters. Neither the collector nor I were ever contacted. By now, the penalties were beginning to mount up, and I was subject to legal consequences for nonpayment of the taxes. Finally, on 3/11/08, a call to the escrow department, I was transferred to a supervisor (Jonathon) who said that the problem was that the tax had not been apportioned (I live on 80 acres, but only 20 is on the mortgage). I asked him to solve this problem and get the taxes paid. He said he would call the County 2 collector and find out what the taxes were and get them paid and that CitiMortgage would pay any penalties.

Jonathon promised a seven-day turnaround. I checked with the County collector after that period and she said that the taxes still had not been paid and that no one had contacted her. After giving an additional period for the taxes to be paid, I again contacted the escrow department on 5/14/09 and again talked with a supervisor (Ritu). She said that the problem was still that the tax had not been apportioned. I said that the difference in the tax between the 20 acres on the mortgage and the whole 80 acres was very small and that since the money in the escrow account was mine, I requested that the tax bill for the 80 acres be paid from the escrow account.

Ritu said CitiMortgage could not do that. I requested that CitiMortgage send me a letter explaining what must be done and who should do it. She said CitiMortgage could not do that either. Subsequently, I went to the County 2 Courthouse and visited the County collector (being informed once again that no-one from CitiMortgage had ever contacted her about my taxes) and the County assessor. I got them to make two tax bills, one for the 20 acres on the mortgage which contains the house and other buildings and one for the other 60 acres.

The taxes were $2622.92 for the 20 acres and $26.28 for the other 60 acres. The tax bill for the 20 acres is enclosed, and contains a penalty of $520.66. The County collector is... once again, I request that CitiMortgage pay my real estate taxes for 2008 from my escrow account. This brings me to the escrow account. I received an escrow account analysis dated February 13, 2009, with an escrow surplus check to me of $1943.80 and showing an increase in my escrow payment of $10.57. While this sounds utterly stupid to me, I don’t know the intricacies of deciding an escrow payment. The important thing on this analysis is the item showing that $352.51 was paid in county property taxes.

I had already determined from talking to a CitiMortgage representative that this money was paid to County 1, rather than to County 2 where my property is. I think what happened was that the tax bill for the property before my house was finished was paid to the county where my Post Office is. The County 2 collector tells me that probably what happened is that the County 1 collector, seeing that the parcel number did not match any County 1 parcel number, sent the payment back to CitiMortgage. Be that as it may, I have repeatedly requested that that money be drawn back or found and put back into my escrow account. So far, that has not happened, and I suspect that nothing has been done.

This money needs to go toward paying my County 2 taxes. Once again, I request that this money be drawn back or found and put into my escrow account. I notice from the Internet that CitiMortgage has had trouble with other customers in paying their real estate taxes. I see also on the Internet that there are complaints that CitiMortgage is being bailed out with taxpayer (of which I am one) money, but service to their customers is still faulty. I hope that this letter will help you put things right for me, before I’m forced to move on to other courses of action. One way or the other, I’m going to get some action.

In January, Citi threatened to foreclose, when I was less than 30 days delinquent. I tried and tried and finally got someone on the phone with authority, M. **. 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 harassed 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 in spite of my many written communications and attempts to get an authorized Citi representative on the phone. The lack of professionalism at Citi is appalling. 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.

Since I originally spoke to them and completed all their requested paperwork, many of their reps repeatedly told me over the next three months, that I would not qualify for this plan to reduce my mortgage payments, unless I was at least two months behind in my mortgage payments. They also told me repeatedly (and I have documentation) to "do nothing" while I waited for their staff to process the paperwork. What do you expect someone who is out of work, not knowing when they will return to work, trying to save every penny they have, to do when you tell them that the only way they can reduce their mortgage is to be two payments behind? And you counsel them to "do nothing"?

Meantime, my story is identical to AK of Sugar Land, TX. CitiMortgage put me through harassing phone calls, letters and calls threatening foreclosure, incompetence, rudeness, lack of concern. I tried to make a regular payment (not reduced) online in May, since they were again delaying doing anything. I was then two payments behind. If you are two payments behind, you cannot make one payment online. Their system will not allow it. You must call in to their automated phone system, make the payment for a higher fee, or a higher fee yet, if you want to actually talk to a person.

Their harassing automatic phone calls, which I call the "wolves", are a daily event and they do not stop, even if you tell them their company must process the paperwork sent to them 3 months ago in order to get a payment. Meantime, they rack up late fees every month. If you say that they are entitled to do this since I am not paying, I say that my tax dollars went to bailout this company and I have made every effort to work with them and they have not provided me with one, single, solitary scrap of paper or one single shred of common human decency in return.

CitiMortgage's bad lending practices and incompetence and lack of concern has cost me my good credit, my health, and my peace of mind. I did not overextend myself in obtaining this loan. I have no credit card debt and my car is paid for. I simply lost my job in a job market controlled by fear. CitiMortgage does not want to work with their customers. I have been trying to work with them for three months, nonstop, making as many as 22 calls to my "counselor" in one day, to no avail. When is America going to stand up and file a class action suit against these companies who took our tax dollars and continue to do nothing to help the economy in return? Is this what we want America to be?

I was told by Citibank's Bankruptcy Department that they didn't show us reaffirming our mortgage. Our attorney told us it is up to Citibank to send it in. (They would not help us.) In the meantime, Citibank's outreach services contacted us and put us on a three-month reduced payment plan until a mortgage modification is approved. Our bankruptcy was discharged as of 4-15-09. I was told that because it was discharged, they could help us.

I made the lower payment for two months on time as directed. Then I received a letter from their collection department which told me I had ten days to make a forbearance payment or I would be kicked off the plan. I contacted their HAT team and was told that everything was ok. I received a call from Charlene from the outreach services telling me that I was approved for a loan modification, but when she gave me the new amount, it was $100.00 more a month with a higher interest rate than I am paying now. Since then, I have been trying to get answers. I have at least 17 different phone numbers. I have talked to so many different people with little help, until today.

Today, I was told by Citibank's HAT team that I did not qualify for a government loan modification because our expenses were 29% and we needed it to be more than 31% of our gross income (They do not count that we have a second mortgage.). I was told that there were other programs and that he would contact the outreach services and I should too.

When I called Citibank's outreach services, the person I talked to told me she couldn't talk to me, because I didn't reaffirm my mortgage and I needed to talk to the Bankruptcy Department. I talked to them, and they said they can't help me. I called back and talked to a loan officer and was told that legally, they can not help me because I didn't reaffirm our mortgage. They said it was up to my attorney to file. I called my attorney, and they said it was up to Citibank to file the reaffirmation notice and was in Citibank's best interest. In the meantime, I now show behind on my payments and thought I was going to get a little relief, so we could feed our children. Everyone is giving me the runaround.

I questioned who is liable for the reaffirmation notice. I question if legally, the mortgage company can't help us because of this. I question if they have it on file and this is some way to foreclose on our home because we have a little equity in it. I question why I was put on an assistance plan in the first place. I question why so many different people and different phone numbers. I question why we can't get help.

My husband works four jobs with a steady income. We will continue to make payments, but we just need a little bit of help to make ends meet. Is what Citibank doing legal? Didn't they get bail-out money to help people like us? We have had a perfect credit history prior to this. We never planned on the auto industry to fold like this.

CitiMortgage didn't provide the Good Faith Estimate and didn't honor my request to lock the rate on April 28th and let my rate float. As a consumer who was trying to benefit from the lowest market rate on my home loan, I feel that because of lack of action from CitiMortgage, I have lost the opportunity to invest in the economy and to refinance for a lower rate to avoid unforeseen foreclosure in future.

I have filed a complain with FTC's (Federal Trade Commission) Bureau of Consumer Protection to ask CitiMortgage to take corrective actions so consumers like us, who are trying to help the economy by refinancing, don't suffer because CitiMortgage can't support the consumers and honor their requests and decisions. In specific, I would like CitiMortgage to honor the market rate of 4.875% from April 28th, 2009 for my application, provide the Good Faith Estimate and expedite the closing.

CitiMortgage would refinance, but because of low credit scores they would put us in a 10.07500% interest rate. This would increase our monthly payment by $400.00. We knew this would burden us financially but we were told that if we increased our credit scores, they would look to us to refinance at a lower interest rate. We worked hard and diligently to increase our credit scores both with the credit bureaus, financial institutions and creditors. We were able, after long hard months of phone calls and letters, to increase our scores.

We then approached Direct Financial and we were told that the mortgage company would not do anything at this point because of all the foreclosed homes in our area. At this time our monthly mortgage payment was such a financial burden that something needed to be done. In December 2008 we approached CitiMortgage personally and we were told to complete a loan modification packet and submit to them. We did this and we're denied because we did not meet the criteria and that "there is sufficient household income to support our monthly mortgage payment.” Excuse me, but our mortgage payment is not the only financial obligation we have!

In February 2009 Dan was informed his hours would be decreased due to lack of work. We approached CitiMortgage again with proof of decreasing hours and weekly pay. We were again told we "made too much money.” In April 2009 Dan was laid off for an indefinite amount of time. Another call to CitiMortgage, they would review application again with proof of unemployment benefits. Again, we were told "we make too much money".

We finally contacted Robert at CitiMortgage who was, we thought, going to try to help us. We explained our unemployment, our house was worth less than we owed, and that we simply wanted to refinance to a lower interest rate. Dan spoke with Robert on 5-6-09 and gave all financial information to him. This would be about the sixth time we had mailed and or faxed the same information to them except for the substantial increase in monthly income. At this point, we were told that there would be someone who was going to appraise the home and that we would hear back from them on 5-20-09. Per Robert, still nothing they could do because we, fortunately, were never late with a payment. We are exhausted mentally, emotionally and financially. All we were asking is for an increase in our interest rate of 10.07500% so that our monthly mortgage is more affordable.

At this point Dan is still receiving unemployment benefits, which is an increase of more than half of his monthly pay. We have exhausted our savings so that we could stay afloat with other monthly financial obligations and our city summer tax bill of over $2,000 is due in September 2009. Our mortgage due in June will be late as we have to rely solely on my income and I receive payroll checks every two weeks.

Today is June 1, and when the Axiom Mortgage called to ask for the approval letter to finish up the loan, Citibank said we have to wait until next week for the letter. My concern with this matter, it takes almost 10 days for Citibank to update the information in the system and it is very very difficult to talk to a supervisor. Every time we call, it always goes to India.

My refinance has been approved and the last list from closing the loan is the approval letter of the subordination from Citibank. I have been a very good costumer with Citibank and they can check my record. I have paid the extension fee and if I have to wait another week, I have to pay the second time for the extension of the loan. The first extension is around $450 and I don't know the second extension will cost me.

Anyway, after repeatedly trying to call CitiMortgage for assistance, we decided, "Fine, they want us to be 2 months behind; fine, we will do that." So, we let our mortgage fall behind (easy to do as my husband took a lesser paying job in the company which he will be completely losing in 2 months). We filled out all the paperwork properly and faxed in all the required documents - 3 times. They never received them?! Finally, someone took the information over the phone from us, set up an appointment with us for a phone consult, then never bothered to call us back twice!

Now we are 3 months behind. The collection calls are numerous, and letters are coming in often threatening foreclosure, demanding for payment. The late fees are racking up. We spoke to at least 7 different Loss Mitigation reps during this period of 6 months (from first contact prior to getting behind). Every rep told us something different, we qualify, we don't qualify. They repeatedly asked us to go over our income and finances with them at each phone call. At one point, they offered to tack a portion of the past due balance onto our current payment to catch us up...

How "considerate" of them to increase our payment for us, the one we already can't make without the extra payment tacked on. And just when we were going to accept that offer after thinking it over for a day or two (just to prolong foreclosure), we, all of a sudden, didn't qualify anymore. Now, they want the past due payments and the late fees or they will foreclose on our home. So, basically they told us to fall behind on our payments and now they want to charge us for doing as they advised. It's ridiculous.

I can't believe this company stays in business. All we asked for was a reduction in our interest rate, per the Obama plan, for a few years until we get back on our feet. Then we could afford to make the payments. Now, they are telling us what we can and can't afford. We never asked for a job loss; we never asked for a CitiMortgage. Our loan was sold 3 times since the origination. We also had a high interest 2nd mortgage from another lender that was willing to work with us and they modified the loan and interest rate.

How can we qualify for one modification and not the other? It's the same Obama plan. It doesn't make any sense. As a US citizen, I am outraged that we bailed this company out. Who is bailing the American public out? I think a class action needs to be taken against this company. I have seen thousands of posts about this company over multiple websites. Finally, they have won yet again, because we have decided to walk away from our home - the one my husband, father-in-law, and son built by hand. They can have the home but I will be damned if they can have anything that goes with it. I will be removing anything I can take with me. It didn't have to be this way. We are good people who pay our bills and only want to do the right thing. But once you get burned ... I am a nurse and my husband is an electrical engineer.

About 5 days later, we received a call from the title company telling us that they would add my husband to the title at closing and we did not need to quit claim as I was planning. The RCO expiration date was 5/26/09. About 2 weeks before this date, I started emailing Tim and someone else who started updating me on the loan named Angela ** asking if there was a hold up or a closing date because the term date was going to expire soon. Then, they came up with a problem with my husband's name not being on the title.

I received more paperwork from them that Sat. and it was different than the original, making it now a 20-year fixed w/ 4.125 points. I sent them an email and asked why this had changed and that we would not be closing a loan at that rate because it did not save us a thing. It took 3 more days for them to call me and tell me that they would need to modify the loan to a Sell of the property to my husband because his name was not on the title when Suntrust closed on the HELOC.

I called Suntrust to see if they could do anything and the loan officer there said they could do the refinance; however, the rates have gone up and it would not behoove us at this point and she could not understand what the problem was with the HELOC. It sounded more like Citi did not lock the rate in when they were supposed to hoping the rates would go down but they didn't; they went up. Now, they would lose money so they were looking for a reason to deny the refinance. Now, we are out the $300 for the appraisal and cannot get a refinance that would benefit us in anyway. Isn't it illegal not to lock in the rate at the time of application? Is there any way to check this out? I am so mad right now.

Then if it is after the 1st, I start getting harassing phone calls from you every day. It does not matter if I explain the situation; you will continue to robo call several times a day and then you start sending threatening letters. If by chance I am 15 days late, you really turn up the heat. I have a first mortgage that is much larger, and the company does not employ any of these tactics. Your harassment techniques do not get my payment any faster. It's just that I have much worse feelings about you. Anytime the discussions of mortgages come up, I tell everyone how displeased I am with Citi. I feel like you do not care what your customers think. Your bottom line is additional profit at the expense of your customers. That is probably why you are in so much trouble. As soon as I can, I will pay off this loan and I will never do business with any Citi company again.

Ignorantly, I agreed and gave them a $445 application fee on my credit card. Mr. Joe ** went over the cost with me and I thought it sounded fair. When the final paperwork arrived, there were many added fees and no such discounts. They wanted $8000 to refinance our home and an additional $10,000 to refinance our rental. This is ridiculous. They were twice as high as any of their competitors. I refused and he kept taunting through emails and phone calls to me saying "these are the costs I quoted you."

Yes, those costs were there but there were many other fees he didn't quote me and higher points. He originally said 1 point and, in the paperwork, it was 1.37 points. He was very quick to point out my mistakes. I lost out on my $445 application fee, but to hell if I was going to refinance through them. CitiMortgage, Joe ** and his little partner, Keisha, have no integrity and I personally will be glad to see CitiMortgage fold and these individuals end up in the unemployment line. Don't get ripped off. Don't patronize CitiMortgage.

The various consultants that CitiMortgage has hired to take customer calls and not knowledgeable of the process are frequently rude and seem to intentionally not forward our requests for information to the Home Retention Team. We have spent several hours each night trying to determine why they will not forward the information. We are never provided with an answer to this or any other question we have asked. We feel CitiMortgage is intentionally stalling to process our application which is causing us incredible financial stress. Each night, the consultants keep us on the phone for hours but no progress has been made on our application and our questions have yet to be answered.

Well, the tarp failed over the master bedroom, causing the ceiling to cave in - this is after 30 days with tarps on it. I have now had to go back to the insurance company with another claim. I did not take out this loan with Citi; it was bought by them. I have scraped together enough money to get the roof repairs underway, but still have not received any funding from Citi. They stated on the 14th that they were forwarding a check for $13,000 for the first 25% of the repairs.

The second fault is that the repair check from the insurance company has funding in it to replace or repair two portable buildings that are paid for and are not part of the original property at the time of the loan. These buildings are the office and the storage for our very small horse farm. I can't repair these until the house repairs are done to Citi’s satisfaction.

Now, the three months have gone by and we received a letter from CitiMortgage telling us we are in default of our loan! The reps that we spoke to could not explain why being on a payment plan would cause us to default on our loan. It is also an observation to us that CitiMortgage does not communicate within its own company. Each person whom we spoke with really had no idea what was going on and how to fix our problem. Voice mail left was never returned. We would go elsewhere but unfortunately cannot. CitiMortgage is the worst mortgage company we have ever dealt with.

I ended up paying higher interest amount, a point, even though I had excellent credit, PMI that I wasn't supposed to pay according to the program in which I was enrolled as well as shortage amounts. This is supposed to be due to taxes and insurance, but even when I pay it upfront, my mortgage payment still adjusts higher.

I am getting the runaround from both sides! I ended up paying even more just to halt the impending foreclosure, hoping the idiots would locate the money. Nope. This is not the first time Citi corp has screwed up a loan for me. I had a small personal loan several years ago with them and they botched up the payments and interest. They couldn't get it together. Thankfully, I walked out of that loan after a year, having paid no interest on the loan due to their incompetence!

After 30 days, I never got a call, so I called and was told that Kim ** was in charge of my account. I called Kim **, left a message. After a week I never got a call back - I called again. I left a message, never got a call back. I kept calling for 3 weeks, never got a call back. When I called again I was told that a Felipe ** was now in charge of my account. I called and left a message.

While waiting for someone to call I called customer service, explained my situation, they said they couldn't help me that it wasn't their dept. I called Collections; they said they couldn't help me; it wasn't there dept. I called another dept., I don't know which one, explained the situation. They said they would email the supervisor and that I would get a call back within 2 days. It never happened.

I called Felipe again, once again, an answering machine. On April 16 2009, Felipe called and gave me 2 offers in which I could pick - either I can pay $400 a month in which I told him I can't because I'm not working or Citi Mortgage can buy my house and it will not affect my credit. I told him I had to talk it over with my wife and that I would call back. He said no problem, to call him either the next day or that Saturday because he worked that day and I could give him my decision. I called the very next day and got an answering machine again. I called Saturday and got an answering machine. I've been calling 4 times a day everyday and all I get is an answering machine and I leave messages to have a return call and I never do.

On April 27, 2009, I was able to speak to a Mrs. ** in which I explained what Felipe told me. She then told me he oriented me wrong and that he was sending an email to Felipe and his supervisor and that they would have to call me by the end of the week. I never got such a call. On May 4, 209, I called once again and left a message on Felipe’s voice mail and Mrs. **’s. I called Customer service and they transferred me to collections because they couldn't help me. Collections asked me the story. I again explained the previous mentioned. They asked me for Felipe’s number; they couldn't get him either. Again I got the same story that a message was left to Felipe and the supervisor to give me a call.

Collections informed me that they even have the account that I agreed to pay, $400 a month, which I do not know where they got that from because I haven't been able to speak to anyone at Citi mortgage. I'm about to lose the house because this bank doesn't have an office or bank here in Puerto Rico and no one answers the phones to speak to their customers.

I am able to provide my phone bill with all the calls I've made to CIti mortgage and I've never gotten those calls returned to me. If someone can please help me with this, I would be very grateful. Thank you.

I have tried to contact Dina, who is taking over for Tracy. Tracy called me a month and a half ago asking what they could do to help. She asked a lot of questions and told me if no one contacted me in 2 weeks, to call her back. I called and called and called and after a month, I find out Tracy wasn't working there anymore and Dina was taking over. Well for 2 days I have called Dina and left messages and no returned phone calls. I am tired of these people; they don't care about their customers. You just keep getting the runaround. I would recommend to anyone, stay away from Citimortgage. They will screw you any way they can.

Finally, I got someone who gave me a direct number to call for this program. I called and called, transferred and transferred. Finally, I got someone who told me the department was not set up and operating yet, and that's why calls would not go through. Then I was told a particular person would be contacting me by April 24th (a deadline). I was given their direct number and called that one. I left numerous messages to please call back. I noticed on the voicemail that there has been a different person on recorded message. No call ever came as promised. At least 15 messages left, no return call as of today, April 25, 2009.

We have never been late on mortgage. We have first and home equity loan. Circumstances have dramatically changed. You would think CitiMortgage would want to help. They don't. They are a consumer's nightmare. If we can refinance elsewhere, we will and I hope others do the same.

Finally, in September 2008, I ran out of money and stopped paying. Luckily, that same month I got an offer for a short sale on my house. I proceeded to start all of the paperwork with the help of my real estate agent. My first mortgage company (Countrywide) was timely with the package and was ready to proceed within 3 weeks. Citimortgage, on the other hand, was a nightmare to work with. After countless phone calls (and transfers and dropped / hung up on calls) it seemed impossible to even start the process. My agent faxed our paperwork package 3 times and even sent a copy via certified mail to Citi. Each time, Citi claims to not have received it, even though we have a signed receipt from the certified mail delivery. Finally, in December '08, Citi found our originally faxed package from September 18th '08, and set out to start the process. By that time, my buyer had long since walked away from the offer. On January 16, 2009 an agent was finally assigned by Citi to start the short sale process.

Since then, I have found a new job in a new state and am making good money again. We have had no offers since the original offer in September. I have since caught the second mortgage with Citi back up to date, but my first mortgage is still 4 months behind and about to go into foreclosure.

I was told to simply write a letter and request reimbursement for overdraft fees assessed to my checking account. The amount totaled $370 from March 31st-April 3rd. I was to send via fax to the account inquiries department. I was told I could not speak to them because they don't talk to people. When I asked to speak to the supervisor's supervisor, I was told you don't have supervisors other than to fill in time cards.

I contacted CitiMortgage yesterday, the 21st of April, to check on the status of reimbursement for overdraft fees on my checking account. I was told the letter from me and the letter from my bank was not enough to settle this matter. I was told by another supervisor that I would need to send my actual bank statements. I then faxed those statements to them and will call again today to check on the status.

I wonder how it is so easy for a mortgage company to take money and cause the amount of problems they have for me so quickly and then when it's time to correct the problem, it takes weeks to settle the matter. It took them one day to make my life a nightmare. I am a single, disabled mother of 2 and I have to feed my family. My daughter has a full scholarship to college and all I have to do is pay $300 for her tuition and room fee. The mess Citi created has significantly messed my checking account up. I am at a loss as to how Citi can do this to people. I don't think Citi understands what it's like to just make enough to stay above water and know that it could drown because of one mistake.

I live month to month and was doing fine until I asked them to make a simple change to my account which by the way has never been late. That simple request could make my daughter's tuition and room fee late. She busted her ** to get a full ride to college. I take Dilantin (for seizures), Synthroid, Cytomel, and can't refill prescriptions because of the bills I have to pay. I am begging someone to please fix this. I don't think Citi gets it. Yes, that's $370 in fees but they don't have to worry about the other fees I am being assessed with all of my bills due to this matter. By the time I am reimbursed, I will be behind in everything and that is wrong. If I weren't stuck for 2 more years with them, I would switch companies. I am at a loss how this is allowed to happen. I thought the government wanted to prevent foreclosures; Citi tries to create them.

Because of this insanity, I cannot refinance either loan (1st or 2nd) and am stuck. I have 800+ credit score, no debt, high income, 80% LTV but Citibank has made it so the only way I can get out of this loan is to sell the house. All the billions of dollars they received from the taxpayers to get themselves out of their own mess has made them even worse to deal with. It's incredible how they can get away with stealing money from the govt but not use it for it's intended - to make loans.

I'm fed up with CitiMortgage and will not contact them again (after approximately 2 dozen attempts)! I will let the realtor do the legwork and I'll see them at the table on the day of the short sale! Worst company I've ever dealt with ever! The government should have let them fall into bankruptcy after their legacy of greed, mismanagement and stupidity!

What is interesting with this is ... When we sent the check, it would arrive on the 14th or 15th (due on the 1st). We had some room. They would tell us that it would take a few days to process in each department! So, added fees were given to us! We made every attempt to have someone contact us but no one returned our calls. When we did speak to someone (overseas), we told them the house was for sale and we had a buyer. The lady kept saying, "Just send in your paperwork for the short sale."

What the heck? I was not sure what she was talking about! We had an abstractor do a record search and found that Option One started to foreclose on us! We kept calling, very upset with them, and they would either put me on hold, transfer me to someone who hung up or would promise that a super would call back and did not. What ended up happening was that we were given to a department that said if we paid a certain amount, they would be able to pull the foreclosure! What the heck, it should have never been there to begin with. We called and let them know that the house was selling and they would have their complete payment! We ended up giving up because no one would return our calls. No one would answer my questions. And to top it off, they did not honor the agreement of receiving full payment of the house that was being sold. Instead, they filed foreclosure! I was told that they took several individuals who were a few days late as well into foreclosures right before they closed. My understanding is that they did that to get any money they could!

Who do they think they are? They are the reason that the world is in the crisis of debt. CitiMortgage doesn't know how to conduct business and stay within a couple's means. They are just worried about making money off of the little people. I was so mad I could spit. I will not stop here but thought that anyone who is thinking of CitiMortgage should really re-think it. They hang up on you and they are rude to you. Now, I can't afford my mortgage and my house could go into foreclosure.

I explained it is not the payment that is the problem; it is the fact that my escrow account was not credited the money at closing. I contacted my tax collector and they were not overpaid. I called Citibank back and explained this. Another rep stated, "You have to contact Absolute Mortgage. They serviced the mortgage for us." I explained that I am a customer and I should not have to contact someone that works for them to see where the money went. This is their responsibility as a mortgage holder. If you get a loan, check to see where all funds are. I contacted Absolute Mortgage and they faxed me the letter that showed the money Citibank received. I called back and they again put in a work order for review of my account.

This happened for 3 months and I still have not received the money in my escrow account. I called every week and they put a work order for 7 days and told me not to call back until the investigation is completed. Each time, the same thing and my mortgage increased $500 and this has been going on for 90 days. I am on a budget and I try to keep my mortgage current and pay my other bills. I am currently looking for another job to pay additional mortgage increase, until they figure this out. They really are not trying. I faxed all the documents and they have a copy of the closing documents that show the funds were paid at closing.

I asked if I could get a copy of the letter and have the escrow account removed from my account. He said that he would flag the account for research, and someone would contact me in the next seven days. I asked what I should do about my payment, because it's stating March 2009, when the payment is scheduled to go up. He said to send the higher amount and they would refund me if it turns out to be an error. I told him that I could not afford to do that because it was clearly an error on their part. He said to fax them the proof of payment.

On 2/2/09, I contacted the City of Southfield and Oakland County Treasurer Office to find out if they had sent a letter to CitiMortgage. Both agencies said that they did not send them the letter and that there was no tax lien against my home. Oakland County Treasurer Office told me to ask CitiMortgage for a copy of the letter that they received and a copy of the check (front and back) they sent for payment so the County could trace the payment. I contacted CitiMortgage on that same day and was told by a Preeti that they would send me the documents by 2/23/09.

I have not received those documents. However, I did receive a letter dated for 1/30/09 saying that they are unable to delete my escrow account because it has a negative balance for the taxes. I faxed the proof of payment to the CitiMortgage Tax Department on 2/6/09, with a letter requesting them to cancel the Escrow Account as they requested. In March 2009, I sent in a payment for the amount of my mortgage minus the escrow account. They cashed the check and marked it as additional funds received. CitiMortgage has left recorded messages on my voicemail at work and sent me email saying that my account is past due.

I contacted them again on 3/20/09 and I spoke with a Randeev, Sarah, and Juan, who was a supervisor. Juan said that a tax payment refund was applied to my escrow account, $3,872.45, on 3/17/09, leaving a balance of negative $3.00, which was why the escrow account could not be cancelled. He said that he would take care and remove the $3.00 assessment fee and send a request for the account to be closed. I asked if the payment would be reapplied correctly so that it shows that I was not late in making the payment. He said yes. I asked if the collection calls and emails would stop. He said yes. I asked if the Escrow account would be removed from my account and permanently closed. He said he would send me a form to sign and send back to them, and they would close the account. I asked if this recent activity on my account would be reported to the Credit Bureau negatively. He said no, because it was not 30 days past due.

I asked if I could have something in writing that all of this was being done just as he stated. He said that my online account will be undated immediately. I checked online and it showed that the payment was applied on 3/20/09 and nothing is due for March 2009. However, the Escrow Account was still attached to the account, and the amount due for April 2009 includes an escrow payment. I have not received the form or letter that Juan said I needed to sign and return to cancel the account. However, I did receive a letter from the CitiMortgage Collection Department dated for 3/17/09 saying that my account was past due.

I am stressed about making payments, not having the money applied correctly, and not knowing what the mortgage company will do next. They have caused disruption on my job by calling several times a day during working hours, and if I am out of the office, I am afraid to have someone else take my calls.

Now the question would be: How did you manage to live? Two months after I lost my job, I increased my line of credit for $15,000 to $68,000. The line of credit was in essence my income. I knew I was not going to be able to sustain that strategy. However, my goal was to make my expense payment until I get a job. And that job did not come until late 2007. Mind you that I find a job where I am making half of what I was making in 2006.

It has been quite difficult to live on the salary that I am currently making, and I have taken some steps to lower my expense. In addition, knowing that my loan will adjust very soon to an unknown interest rate and knowing that I am struggling to make my payment, I reached out to CitiMortgage in November 2008 to lower my mortgage payment and refinance to a long term loan. At that time, I was told by Citi that there is absolutely nothing they can do for me. I then started investigating to find out the different solution out there for folks like me, who in no fault of their own cannot make the current payment but will make a lower payment if the loan is modified.

Through my research, I have found a company, Better Home Relief, in to represent me. The company has been doing an excellent job. However, CitiMortgage has been extremely unwilling to work to lower the mortgage. They have arrogant reps calling on a daily basis asking the same question over and over. It has been now 3 months and Citi is unwilling to work. In addition to making less than what I was making, I just took a pay cut which actually reduces the amount of take home pay by another $140 every month.

CitiMortgage was aware of this situation in November. And now once I decided to take matters in my own and once I pay for legal representation, now they want to negotiate. In the meantime, they are harassing me constantly every day with phone calls and they treat of foreclosing on my property. I am now seeking legal representation to fight to my last dime. I feel like enough is enough. This situation has put serious stress on my family. Financially, my life is in limbo not knowing what I can do. Indeed, I am working with Better Home Relief to get this resolved.

Always, all second lien holders accept this payment, but CitiMortgage is acting like the worst low-class collection agency through its employee, Ruben **, who wanted $20,000 paid in advance, something that is only a fantasy in these cases. This will never happen, and I think that is because of the lack of preparedness of these employees who do not understand the short sale process. Mr. Ruben ** is rude and hostile with us every time we tried to have this settled, and we do not know what to do. In this case, due to CitiMortgage's lack of help, our client, the homeowner who was cooperating with everything, will go to foreclosure. He will lose his house on a public sale, and this will be just because of CitiFinancial's wrongdoing.

We have another court date for the foreclosure in four days (March 23), and once again, we will be going to court for a foreclosure that never should have happened due to their incompetence. We should be able to sue them for their negligence of losing the first payoff, and then my new company having to pay the attorney fees and late fees, and for our embarrassment of going in a public courtroom for a foreclosure even after I faxed our new refinance papers from our new company. CitiMortgage has horrible business practices and, obviously, employees who are not doing their jobs, because if they were, I wouldn't be going to court and having to call them and tell them they need to be contacting the attorney who does their foreclosures, and letting him know they got the payoff check almost two weeks ago.

My wife had to be put on medication because of the stress. We were embarrassed in public due to a foreclosure that never should have happened, and I lost countless hours of sleep sitting in a courthouse when I should have been sleeping because I work midnights, not to mention all the minutes wasted on our cell phone calling CitiMortgage and being put on hold.

This is the second year they've sent it to GMAC, and what happens? Our insurance company tells us that our payment is past due, and they charged us additional fees. I called my agent to straighten this out, and he tells them that they need to send the payment to Progressive. They take ADDITIONAL funds out to pay it again (which costs us an additional $123 because we have to get the policy reinstated, through NO FAULT of our own), and THEN the money comes back from GMAC. Well, the people in the escrow department see that two payments have gone out of our account, resulting in a shortfall and so now, we need to put more money into our account to cover for these additional expenses, they say. I would just rather pay the insurance premiums MYSELF instead of sending the money to them to use ALL YEAR LONG, and then to mismanage, on top of that.

It has affected us so profoundly that we are now attempting to get refinancing through another company just to AVOID having to deal with CitiMortgage. We have always paid our payments on time, but if this matter doesn't get settled soon, then I'll just quit paying the mortgage and apply for some bailout money from Mr. Obama. People with foreclosures are getting help, so why can't I? I am tired of trying to contact bank officers by phone, only to be put on hold and sent back and forth between the different departments. It only causes me to be even more frustrated than I was to start with.

FEMA asked me to submit free forms first, and then they would tell me if they need a site elevation study to be completed (which of course they needed). Then I had to shell $1,300.00 out of pocket expense to pay for it in order to satisfy FEMA that my home was not in a flood plain. I found out from numerous phone calls with FEMA that they had not instructed CitiMortgage to notify or secure flood insurance on my property. I have lived in this house for 20 years and had never once had anyone at closing state I was in a flood plain. Documentation supplied by FEMA was sent to CitiMortgage. My home was removed from flood plain status, yet I am still out of $1,300.00 I had to pay a local surveying company and many days of lost work tracking down all the information to support my position.

I am not the only one in my neighborhood so affected; there are others. I guess this is how companies such as CitiMortgage are acquiring extra money during this time. But to try and stick it to a loyal customer who is living on retirement checks (fixed income) is beyond belief and should not be tolerated. I would love to have the money refunded to me that I have had to pay out to prove that my home is not in a flood plain. For a company to try this maneuver on a retired person is just typical of the business mindset that is still out there in the mortgage industry.

I didn't ask for appraisal or inspection, and when was the appraisal and inspection done? I saw no one. I have paid on time. I can't get out of the agreement as long as Citi keeps adding made up fees. I received a letter saying that no payment has been received at all! Fortunately, I keep all records of my payment. I was told that at the end of my forbearance agreement Citi will do modifications on the loan. I just can't get to the end.

In February 2008, I made the last payment in my repayment program and was cheerfully reminded of it by the woman on the phone that day. I no longer had to carry the $1,150 payment and was very much looking forward to my usual $850 payment. Not a week later, I received a letter from CitiMortgage telling me that I owed them over $3,000. I immediately called them, believing that there had to be some kind of clerical error. Turns out that they really did believe that I owed them this amount. This was last February and I have been trying to get them to tell me what payment has been missed from that date. I have spent literally hundreds of hours on the telephone being bounced from department to department, having my calls dropped after holding for twenty minutes. I have been hung up on and, just now, I had a gentleman (Fred) literally put the phone on his desk with no warning and simply refuse to speak to me for over four minutes.

Last year, they sent my loan to their research department and after five weeks, they sent me a letter which did not tell me how they arrived at the number but rather simply told me that I owed them the money. I have said from the outset that if I missed a payment somewhere, I will gladly pay it but nobody can tell me if a payment was even missed, much less when it was missed. I have pointed out to them that the loan was bought on a repayment program which stated, in the contract I signed, that after the program has ended, I would be current on the mortgage again. They simply disregard this entirely and continue to tell me that a payment was missed while not telling me what payment precisely they are saying was missed.

The contract I signed with ABN-AMRO stated that the loan would be current after the repayment plan but Citi continues to insist that it isn't. At one point, they told me that ABN-AMRO "misallocated" a check for over $3,000. I asked them what they meant by "misallocated" and was told to hire an attorney if I didn't want to pay the money. After hundreds of hours of being on the phone, on hold, being disconnected, lied to and hung up on, it was nearing November and there was still no resolution. They still couldn't tell me where the amount came from. Last night, my husband showed me a letter they sent me this month. It was apparently a follow up to a demand letter that they sent in which they refer to an amount of $2,300 and say that if I want to avoid foreclosure, then I needed to pay it. The letter is a follow up to another letter they claim they sent me and I called them to determine what was going on. Turns out they have no record of even sending me the FIRST letter! This letter is referencing a demand letter that (Mandy) has no record of even being sent!

I have filed a complaint with the Attorney General's office against CitiMortgage group and I hope that this will finally help to bring this matter to a close. They have not been able to show ANY missed payments on the account and simply assert, every time I speak with them, that I owe them $2,400. The amount in question also fluctuates; last spring, it was nearly $4,000. Now, they say it's $2,400. Next week, it will likely be something completely different. Every time I talk to them, they try to tell me I missed a different month. When I then send them bank statements, they change the month I missed to a different one altogether. One month they say I missed a payment in Oct. '05. I send them a bank statement and the next time they tell me May of '06. Every time they tell me that the contract I signed with ABN-AMRO that stated that the loan would be current after completion of the contract has no bearing on anything.

In the meantime, they keep assessing late fees, "delinquency expenses", "appraiser fees" and so forth. CitiMortgage is a terrible company and I strongly suggest that anyone who has the ability to do so get out from under them. They have caused countless lost nights of sleep, hundreds of hours of lost time on the phone to no avail, lost money to fax them documents they either don't receive or ignore and over $490 in late fees for a loan that they can't prove is even late.

I called December 1st and went through the process. The rep on the phone told me he was going to fax me the paper and I would need to sign them and send them back. I told him that I was not near a fax machine at this moment, but he could address it to me and they would put it in my mailbox. He said, "No, call back in the morning when you get to work and we will fax it then." So I did and I faxed it back.

A few days later, I called to check on the status. That was an experience in itself. I called the customer service 800 number to verify my info and I mean ALL (Name, Address, Phone numbers, SS number, email address). When I told them what I needed, they told me I was in the wrong department, so they transferred me. That department asked to verify all again and told me I was in the wrong place and transferred me. This went on a total of 5 times; I spent 28 minutes on the phone going through that process just to get the answer of "IT'S STILL PENDING"?

I found out a month later, because I got tired of calling to go through that process that it was declined. No letter, no nothing, but they did assess a late fee. Apparently my reason was not good enough for an extension. I called again. We attempted it again because I do not have the money to pay. I used it to pay bills and buy my 3 kids some things for Christmas. I went through the ordeal again; I faxed it back, called and checked on it and they told me it was pending. I received another late fee, called them up to find out what was going on and they informed me that they did not receive my fax so it was declined. Now granted I keep making my payments, but I am considered to be behind a month and continue to get assessed the late fee.

I was frustrated; I called Citi again, verified all the info and explained the ordeal only to get transferred. The rep was rude and did not care. She copped an attitude (BARBARA) telling me I had to make a payment and there will be a $20 charge before she can set up an EXTENSION! This is the worst experience ever! I will be leaving this company as soon as I can and I'm taking my friends and family w/ me and some have refinanced just to get out from under them! I will be telling all of my HORRID experience. There is more but I am sure you understand.

I have called 800 283-7918 customer service call center somewhere in India with no help. I have written two letters, last one by certified, along with a copy of my insurance declaration to PO Box 9438 Gaithersburg, MD 20898 address demanding full refund of my force place insurance with no response. If anyone of you is reading this, close your escrow account immediately and refinance to avoid doing business with CitiMortgage.

They are trying to charge me $1,356, and that my house payment will increase to fix this major mistake and quote that I have to pay. Because they paid the taxes, it’s not their problem. It will take until April for them to refigure my escrow. If they keep getting away with this, people like us will lose our homes. If you figure, $1,356 plus what they need to raise it next year, they will increase my mortgage by about $250 a month. I think this company needs to be investigated for there are too many people with the same problem from them. Thank you.

I waited 3 days and called them. The customer service rep said they had no way of knowing if it had been received because that was a different department and that someone would be in touch with us in regards to the info we had sent. So, we waited. The next thing we received was a past due notice on our payment. I called again about the info we sent them. I was told they never got it. I have faxed logs showing it was sent correctly and received at the number it was faxed to. I asked then about the extension we requested and was told that we were not eligible for a 3-month extension because that was for people in natural disasters. I explained to the person that I had explained out circumstances to the employee who had sent the agreement and that we had only asked for an extension and the CitiMortgage employee had offered the three-month extension, that we would be happy with a 2-month.

I asked why no one had contacted us in regards to the problem with the extension, since we were falling further behind in the mortgage payments. I was told it was my responsibility to contact them. I explained that I had contacted them and was told someone would contact me by another CitiMortgage employee. She could only say she did not know why I was told that, but that the previous employee was wrong. She offered to send me a Workable Solutions Packet. I explained that we had already done that and faxed it to them, but they said they never got it. She took the info over the phone. We were then faxed a two-month extension agreement. We signed, dated, faxed back the agreement. I waited 3 days and called again. I was told it had not been received. (Is there a pattern here?) I told the person that I had faxed it to the number shown on the fax cover sheet and to the attention of the person who sent it. I was told that was the wrong number to fax it to and was given a new number. I faxed it to that number. We waited, but did not hear anything from them, so I called again.

I was told that because our payment was behind, we did not qualify for an extension. I explained that if we had the money to make the payment, we would not need the extension. She told me if we could come up with a payment, we would then qualify. We finally got the payment after a few days (left other bills unpaid), and made a payment. I called again and was told we didn't qualify for an extension because our payment was not behind. Talk about Catch 22! I told the rep what the previous person had told me. I was told that if we could not make another payment in the next two weeks and if it fell behind again that we would then qualify. We could not make the next payment and after two weeks, I called again.

At that time, I was told that I would have to resubmit the extension agreement. I did so. I got a call from Alma in Collections and was told we would have to resubmit the extension agreement again, but to change the date, so that it was more current. I did as instructed and we waited a few days. When we did not hear from CitiMortgage, I called. This time, I was told that we did not qualify because someone had altered the date on the agreement. I explained that I had done so at the request of Alma in Collections. I was told that was not acceptable. I asked why the woman would tell me to do so then. I was told that she did not know. We have been given the runaround so much that we are very frustrated with this company. No one seems to know the correct thing to do there. On several occasions. I have been told one thing by an employee only to call back and be told the exact opposite by another.

Through all of this, we have received harassing phone calls at work, sometimes two a day from CitiMortgage collections. On several occasions, when they have called, when I started the long process of telling them what has occurred (they evidently don't make records of your calls because no one there seems to be aware of the circumstances of why we are behind), they have simply hung up on me. One lady called me at my work and when we went through the whole thing again, and I was asking pointed questions in regards to their lack of assistance with our difficulties, she got rude and told me to get off of her line and she needed to call her supervisor. That is a direct quote.

We have not been able to make another payment and our payment is several months behind. There is stuff on the internet that CitiMortgage is helping their customers with financial difficulties with their innovative program Workable Solutions. All we have gotten from CitiMortgage is a runaround. They keep sending form letters saying they want to help, but that is all hype, evidently. They have not offered to help us in any way.

2/9/09 I get a certified letter from them demanding the balance of the behind payments in less than one month (!) or they will foreclose. I have heard in the news that this corporate pig made a deal with the gov't to not do just that and here they are threatening to kick me to the curb without making any attempt to work with me.