My Citimortgage battle

[futuretek]

Hi All,

My Situation

Lost my job in early 2009 Missed one payment

Mar 09 talked to CitiMortgage about the HAMP and was put on a trial period

May 09 First trial period cancelled - No Explanation all payments on time

June 09 Make full payment

July 09 started second trial

Nov 09 Recieved package stating my new HAMP mortgage agreement would be effective in Dec 09

Dec 09 Made first payment on new modification. Recieved another package with a newer HAMP agreement was told to sign and return first agreement was being cancelled. Once again no explanation.

Jan 10 receive my new mortgage statement. It says I am behind one month. Called Citi. Dis-service dept states we made a mistake I will correct it. paid Jan payment

I bet you know whats coming next

Feb 10 Next mortgage statement arrives. Suprise ! Issue is not fixed. wrote letter and sent with my payment.

Mar 10 - July 29 2012 Every month goes by Statement says I am behind, Call and write to no avail. went through an account review Citi says I am wrong the payment history is off by 1 payment. Continued to make my monthly payment as required.


This is the best day
30 July 2012 I call to make my monthly complaint. This time is different, The rep actually does his job and does a review, He calls in a manager they both confirm. THE PROBLEM IS THIER FAULT AND THEY ADMIT IT !

Here is the funny part

I ask how do we get it resolved... and the manager says. Make an extra payment and pay the fees and your account will be up to date ! In disbelief I ask him to repeat that, he did. I asked him " you really expect me to make an extra payment and pay the fees associated with your companies mistake?" he said YES.

I asked isn't there a way that it could be fixed without me paying what I don't owe them.

Once again the funny part
He said yes but it is alot of work and we aren't going to do it.

So I have until tonight to make an extra payment $1250 on top of the other payment of $1250, and to get on a payment plan adding $300 to my payments for the next 6 months to fix the problem they created.

Do you know what I have done today instead?
I filed complaints with
BBB
Treasury Dept
FTC
Attorny general of Tn
any and all other websites that take complaints about CitiMortgage.

I am NOT paying for thier mistake.

[Cat Damiano]

Hi futuretek,


Welcome to the forum and thank you for joining..............

You can also trying contacting Frank and Michael from Citi as well as the executive team to see if they can help resolve this issue for you. They can be reached here;

CitiMortgage Executive Response Team
(1-636-261-7200)

Michael Cardace
michael.cardace@citi.com

Frank Eliason
frank.eliason@citi.com


Please keep us posted on how it goes.

[futuretek]

Hi Cat,

Thank you for the information. I will give that a try today.
I will post what happens.

[futuretek]

Emailed them yesterday 2 August 12. I received a reply from Mr. Cardace this morning. He said he would have someone look into it. At least I got a reply which is more than I usually got.

[Cat Damiano]

Michael is very good at helping members of LoanSafe with the issues with their mortgage loans with Citi. I do hope he is able to figure out what is happening and fix it. Please keep us posted.

[futuretek]

I recieved a call today From Steve a rep from citimortgage.
Dec 09 payment was the problem It was made 3 days early, we were going out of town and we were assurred that it would not cause a problem. Because it was made before the HAMP was actually in effect, they used that as a payment against my principle (or interest depending on who tells the story).

They did say that the rep that took the payment should have not said it was ok to make the payment early.

As far as fixing it, they say I have to make the payment in whole... no payment plan just a whole extra payment. I was told to contact customer service supervisor to see if they would waive the fees.

I am back stuck in the citiloop of phone calls
Call 1 after 1/2 hour agrees to transfer me to a supervisor... phone disconnects
Call 2 explained situation rep again another 1/2 hour agrees to transfer me... phone disconnects
Call 3 Rep says thier is nothing that can be done because there is a review in progress and will have to wait, not forwarding me to supervisor
Call 4 Called back to steve (who is now my case manager) in meeting, another rep said they would leave him a message. Been 4 hours no call back.

and they wonder why it took me 2 Years to get to this point

[Cat Damiano]

I am so sorry about the runaround, can you please email Michael again and include a link to this thread so that he can see you are a member of LoanSafe and what transpired today?

[futuretek]

Hello,
I sent him an email with link this morning. I am going to try the phones again.

[Cat Damiano]

Hello,
I sent him an email with link this morning. I am going to try the phones again.

Ok, please keep us posted on what you are able to find out from Michael.

[futuretek]

Hi,
He actually responded back to my email very quickly. Just told me to expect to hear from them shortly.

Today so far 5 calls to "case manager" Steve. Calls answered by others in office it seems Steve to be in meetings all day today.
1 call to customer service once again saying case is under review call after the 16th.
1 call to customer service once again going to have a manager review it, total 10 minutes on hold...then disconnection. Nice now they come back about every 2 minutes to ask me to hold again before they just disconnect me.

I am right on track to getting nothing done again today

[FontanaFire]

I find myself bursting out in laughter, not because I want to see someone treated this way, but because you are confirming what I know about Citi. They are A BIG MESS! You have experienced way worse than I have, but its the same ridiculousness. I can totally relate to the moment when you look at your phone and wonder, "Did s/he really just say that?" I felt like reaching through the phone and choking a customer "dis-service" rep the other day. And trust me, I am a very calm person. My husband has turned this whole process over to me because I am much calmer than he. Anyway, I feel your pain.

[futuretek]

FontanaFire,
I am the calmer one so thats why I get to deal with them, but they are really trying my patience.

Just to update things,
They just got done with a second review and they confirmed that the payment was received and applied to principal.
Result back to the same thing
They expect me to make a payment and pay all the fees, So the manager I talked to today said he put in a dispute and I have to write a letter and fax that with a copy of my bank statement showing they received my payment and try to get the fees removed that way.

So I am a little better off but not much. Too bad too because I had high hopes of having this straightened out today.