CitiMortgage and Citi Financial Special Contact Information

lousy citi

LoanSafe Member
Sep 3, 2013
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Re: Citi Mortgage and Citi Financial Special Contact Information

Who is the best contact person at Citimortgage? Is it easier to call them on the phone or via email? Thanks for the help!
EMAIL ONLY ! document document document everthing just incase anything happens down the line you have proof .
 

Evan Bedard

Call 1-800-779-4547
Loan Safe Mortgage
Aug 26, 2007
18,837
48
48
San Diego, California
www.LoanSafe.org
I agree, if you email the Homeowner Support team you should get a reply within 24 hours. Here's the email:

[email protected]
 

OCFF

LoanSafe Member
May 14, 2014
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This is absolute BS! You will get an email back but they won't help you. They'll keep passing you around to other agents. I have called the recovery department 6 times in the last week I keep getting the run around. I ask for the person I spoke with last time and they are always busy. I emailed Frank Eliason at [email protected]. I got a email back within 24 hours from Dustin Parry saying he works with Mr. Eliason and couldn't find my account. I replied with my social security number. I got a email back from "Brittany" that said I'm sorry we can't find your account. I called the ERU phone number and asked for Dustin. I was first told that he doesn't work there. When asked about my call they said let me see if he's available. I was then told that he wasn't available but they would get me to his voicemail. Then after being on hold for 5 minutes they came back and said I'm gonna transfer you to "Mark" he should be able to help you. "Mark" couldn't find my account and he didn't have a clue what to do. I called back to ask for Dustin and of course I got the run around again. This is ridiculous. It's been 5 years since my loan has been charged off and 3 years since I received a 1099c. Something shady is going on at Citi. And they don't care about their customers.
 

Moe Bedard

Call 1-800-779-4547
Staff member
Loan Safe Mortgage
Aug 10, 2007
26,841
466
1,000
48
Southern California
www.loansafe.org
I'm sorry to hear that OCFF.

Based on what you stated CitiMortgage does not service your loan anymore because it was charged off, right?

Just FYI, I emailed my contacts at CitiMortgage to see if any of these policies have changed or why this is happening. This email and numbers were specifically set up to assist LoanSafe members in an expedient fashion. Based on your feedback, that is not happening so let me see what I can do.

But if the loan was charged off, this may be the reason why they cannot find it in their computers.
 
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OCFF

LoanSafe Member
May 14, 2014
11
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Moe,
Thank you for your reply. Yes, it was charged off in 2009 after 6 months of trying to work with them. In 2011 I received a 1099C for the entire loan amount which I claimed on my 2011 taxes. Citimortgage never contacted me after the charge off. The only reason I called them was to get them to release the lien. But they keep giving me the run around asking for a settlement offer and all my financial info. I just want to be able to move on. I haven't found a single person there who is willing to help. They say, "I'll watch your account, you can just ask for me". But when I call back they are not available and I start all over with someone else. And when I ask for a specific person that emailed me from ERU they "don't work in this department", "aren't available" or "let me see if I can transfer you to someone who can help you". It's very frustrating.
 

Moe Bedard

Call 1-800-779-4547
Staff member
Loan Safe Mortgage
Aug 10, 2007
26,841
466
1,000
48
Southern California
www.loansafe.org
You are most welcome OCFF and I understand the frustration. This is one of the reasons why I started LoanSafe was for people like you to vent these issues so you can get it off your chest and also find solutions.

In regards to your old mortgage, most staff are lower level employees that probably do not know how to handle calls where the loan was already discharged. I suspect we just need an answer one way or another from someone higher up who can answer such questions. Just so you know, I emailed them already and hopefully I can get an answer for you soon.

Stay strong!
 

OCFF

LoanSafe Member
May 14, 2014
11
3
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40
What do you know, yesterday morning I received an email from "Brittany" in the ERU. After further research she magically found my account. She said she forwarded it to an agent to help me. A couple hours later I received a phone call from the agent. After reviewing my account with her she said that she couldn't find any record of a 1099C. Really? Is Citi's record keeping that bad? I forwarded her my copy. We will see what happens.
 

Moe Bedard

Call 1-800-779-4547
Staff member
Loan Safe Mortgage
Aug 10, 2007
26,841
466
1,000
48
Southern California
www.loansafe.org
I assume they tracked you down based on my email and internal communications via the contacts you already made there. What I have found over the years is that various departments do not have access sometimes to pertinent information or there is a disconnect from one department to the next.

My thoughts are that the whole mortgage industry needs a document and tracking overhaul. What is in place now has many holes and disconnects that could easily be fixed with good software that is an all in one program.

In any event, at least you have acknowledgement and movement on your file. Please keep us informed how this all turns out.

Good luck!
 
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OCFF

LoanSafe Member
May 14, 2014
11
3
3
40
Update: Well after 2 weeks of being passed around in the ERU I still haven't found a single person who can help me or is actually knowledgeable. After being assigned an Executive Response Specialists, I emailed her a copy of the 1099C because apparently Citi didn't have a record of the 1099C that THEY issued in 2011. I was told that my account was handed over to a research team to investigate my account. I received 3 letters, yes 3 in the same day, all saying the exact same thing. Thanking me for pointing out a discrepancy and that they were working on a resolution. Over the next 2 weeks I called my ERS several times to check the status. Every time I was told that they were investigating. Yesterday, I received a phone call from Citi. I was told that my ERS was no longer in the unit and that she was my new ERS handling my account. Really? It was like I was starting all over. She didn't know anything about my account. I told her about the charge off and the 1099C and wanting a reconveyance on my account. She asked me to fax her a copy of the 1099C because it was in their system. I almost lost my mind! This is ridiculous! I am convinced that the ERU is nothing but another layer of incompetent agents who have no decision making capability. They just stall and stall and give you the run around until you give in or give up. I am afraid my only option at this point is to retain an attorney. Citi doesn't care about people. I challenge anyone to prove me wrong.
 

Moe Bedard

Call 1-800-779-4547
Staff member
Loan Safe Mortgage
Aug 10, 2007
26,841
466
1,000
48
Southern California
www.loansafe.org
I'm sorry you are experiencing this frustration. But even though they charged it off, they do not have to release the lien. What are you going to sue them for?
 

OCFF

LoanSafe Member
May 14, 2014
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So even after they file a 1099C, take a Capitol loss and receive a tax break for the entire amount of the loan, and I have to claim that same amount as income and therefore incur a tax consequence, they do not have to release the lien?
 

Moe Bedard

Call 1-800-779-4547
Staff member
Loan Safe Mortgage
Aug 10, 2007
26,841
466
1,000
48
Southern California
www.loansafe.org
Correct because a bankruptcy releases personal liability only from the discharged debt, but they still hold an interest in the property via their original lien. They are under no legal obligation to release the lien.

The only way to get it removed is to ask, or to file a motion to avoid the lien in which you will ask the courts to formally remove the lien on the property.
 
Last edited:

Moe Bedard

Call 1-800-779-4547
Staff member
Loan Safe Mortgage
Aug 10, 2007
26,841
466
1,000
48
Southern California
www.loansafe.org
I'm not 100% certain. A lien means they still have rights against property. The discharged debt is only against you personally. Maybe this is just a way to make you pay one way or another.
 

OCFF

LoanSafe Member
May 14, 2014
11
3
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40
Moe,
I appreciate your advice. I hope I don't come off as doubting or second guessing your advice. I'm just frustrated because there seems to be a lot of grey area. It kind of depends on the bank and whatever they want to do. I have spoken with several attorneys and their opinions vary regarding the 1099C and it's association with the Trust Deed. The banks don't issue a 1099C as a favor to the borrower. They do it because they receive a dollar for dollar benefit from the government. They loose nothing. It doesn't seem legal to have received payment (one or another) and to continue to hold a lien on the property.
 
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lostinmd

LoanSafe Member
Sep 5, 2014
3
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53
Wow, where do I begin? I filed for Chapter 13 in January 2010. CitiMortgage held the 2nd on my home and was subsequently crammed down to a non-secured creditor. Fast forward to 2012- I applied for a modification for the 2nd and much to my surprise the loan was extinguished. I was still in my bankruptcy at the time so I assumed that Citi would withdraw their claim.

However, Citi never withdrew their claim. And subsequently, cashed a payment from the trustee that they were not entitled to. The rest is a proverbial nightmare. Despite notice from the court that their claim was disallowed; my possession of a copy of the lien release, 1099C and letter dated 05/17/2012 that I did not owe anything and consider the matter closed- these folks will not refund the money to the trustee and state that I owe them money.

Beware of CitiMortgage, one hand does not know or care to inquire what the other hand is doing. 369 dollars is a lot of money to pay on a loan that was forgiven. Hamp will not intercede nor will the Trustee who is supposed to ensure that legitimate creditors are paid. My biggest nightmare is that I will be sued despite having solid evidence that the second was forgiven. And lastly, what ethical business cashes a check when there is no balance. This company has caused me so much grief -representatives lie and are down right nasty!
 

OCFF

LoanSafe Member
May 14, 2014
11
3
3
40
Update: After several attempts to request a full reconveyance for my 2nd mortgage I decided to retain a real property attorney. It is not cheap so I would suggest this unless you have no other choice. However, in my situation I had no other choice since Citibank is impossible to deal with. They lie, cheat, steal and then try to make you feel responsible. Anyways, first my attorney sent a letter to Citi's legal department asking them to record a full reconveyance. He told them they had 30 days to respond or we would have to file a legal action against them. 30 days came and went without even a phone call from Citibank. So my attorney filed a lawsuit against Citibank. 2 weeks later I received letter in the mail from the county assessor's office stating my 2nd had been reconveyed. Wow! Really? Coincidence? After they told me multiple times in writing that the 1099c had nothing to do with the deed of trust. Obviously, someone with some common finally made the right decision. Citibank is a joke and I won't be surprised if you see several class actions against them in the near future.
 

lostinmd

LoanSafe Member
Sep 5, 2014
3
0
1
53
Update: After several attempts to request a full reconveyance for my 2nd mortgage I decided to retain a real property attorney. It is not cheap so I would suggest this unless you have no other choice. However, in my situation I had no other choice since Citibank is impossible to deal with. They lie, cheat, steal and then try to make you feel responsible. Anyways, first my attorney sent a letter to Citi's legal department asking them to record a full reconveyance. He told them they had 30 days to respond or we would have to file a legal action against them. 30 days came and went without even a phone call from Citibank. So my attorney filed a lawsuit against Citibank. 2 weeks later I received letter in the mail from the county assessor's office stating my 2nd had been reconveyed. Wow! Really? Coincidence? After they told me multiple times in writing that the 1099c had nothing to do with the deed of trust. Obviously, someone with some common finally made the right decision. Citibank is a joke and I won't be surprised if you see several class actions against them in the near future.

You are absolutely on point-I see that I must get an attorney and file suit. Citi will not play fair-they lie and in my case steal.