Citi Mortgage Customer Service Complaints - page 3

I have had a horrible experience with Citi while trying to pay down my principal. They apparently can not locate a wire transfer of $14,000.00 and have been virtually useless in terms of trying to help me resolve this. All calls to customer service have lead to dead ends and no one can seem to trace these moneys. How can you not trace a wire transfer. As of right now my money is floating in the ether and I am relying on this transaction in order to purchase my next home. Screw you CIti Mortgage! i will never bank with you ever again!!

I have called CitiMortgage short sale specialist Emerita Lopez and left voice messages many, many times. Never has my call been returned ! It appears we consumers are not important to CitiMortgage. Does anyone have an email address for the powers that be at CitiMortgage?????

I have been struggling since August 2013 complete a modification, at that point fell behind but only by a couple of months. Initially in May 2013 when I missed a payment due to central air going out, it was 93 -103 degrees in my house by the end of May and this had to be fixed. Large expense. Next June 2013 computer goes out of my car, this renders the car useless, can't be driven. More bills, and they kept coming, piling up. I talked with a representative and they said everything was fine put me into a repayment plan, adding $ 100 to my normal payment, couple of weeks later another rep calls and said that was incorrect, not a repayment plan, wait till August and do a modification, they took the payment that was over. Now months later, no modification, struggling because I was furloughed with the federal furlough October 2013. I thought that Freddie Mac reviews were to be done in 30 days, thought this nightmare would be over long ago, now the house is in foreclosure! I have only been through Citi since 2007 and not by choice they bought another company out, have been in this house since 2002, been ripped off by an ex fiance, beaten down by mortgage companies and to be honest I am tired. Almost 20 years with the civilian federal workforce and just seem to get anyone to even care that I want to stay in my home, never will there be any equity, I still want to live there!

I was told I qualified for a deed in lieu 8 months ago. My job transferred to another state. Of course, I cannot live in my house or afford to pay for an apartment too. I continued to make my monthly payments in hopes to finalize the deed in lieu. Last week I was informed that Fannie Mae does not approve deed in lieus for job transfers! Citi Mortgage strung me along. Im ok with a foreclosure and chapter 13 bankruptcy. I never want to own another home again. F CitiMortgage and have fun paying out your lawsuit settlements after JP Morgan Chase pays theirs first. Mike, please stop apologizing...it means nothing and is getting old. Have a nice day.

I'm not a fan of citi either. For the past 3yrs. Or so I have been trying to get my mortgage modified. I was assigned a cust. Care rep. I was asked to send in documents over and over. To this day I have not been given an answer yet. I received several letters stating due to internal changes you have now been assigned to.... It was one customer care rep. After another. My loan is now under Fannie Mae. I'm still trying, working with an advocate thru Citi. No difference. Started in Apr 2013, I'm constantly being put off month after month and sending documents......useless

After 6 months of working with CitiMortgage with their home modification program-we were told over the phone we were denied because we were in no danger of being late on our mortgage. What???? I reminded them that that was the whole purpose of applying for the Home Affordable program- it was designed for individuals like us- who were current in their mortgage (we have NEVER been late on a payment in the 5 years we have been with Citi) but were unable to qualify for a traditional refinance. During this 6 month process they lost documentation numerous times (I faxed P&L statements 3 different times), was told 2 different times I would have to begin the process all over again because I didn't receive mailed notification. Keep in mind- I contacted my home owner support specialist on a weekly basis for updates- the letters they speak of......I'm sure were never mailed. They switched home owner support specialists on 2 occasions with no notice. Anytime I would ask to speak to a manager- they were all in a "department meeting". Very frustrated as I feel I wasted 6 months bending over backwards- only to have my file denied without the proper review. I'm waiting on my "denial" letter to tell me how to contest the denial. They couldn't tell me how to do that over the phone for some reason? I bet another mortgage lender would be happy to collect our $2,000+ every month from individuals who have a high credit score, never made a late payment and are just trying to take advantage of a lower interest rate. See ya later Citi!

Citibank does indeed have the worst customer service department I have ever dealt with. We had a hail storm in 3/2013 and was sent an initial check by my insurance company to start repairs. Citibank was going to hold half of the depreciated value while the work was started. After calling and calling Citi to explain that my contractor was refusing to start on said repairs until all monies were released (they were not going to release enough to purchase his supplies), they relented on that hold and sent the check back. Skip ahead 6 months when all the work has been completed. We receive the final check from the insurance (after satisfying that repairs were completed) and the check once again has to be sent to citibank for endorsement. I called and spoke to the property damages department and was told that I may be able to get an exemption. I was told to fax paperwork to get this decision expedited because our contractor is ready to be paid. A week later, I finally got a phone call stating that my exemption was denied and that I would once again have to submit paperwork showing the work had been completed and to top it off would require an inspection by the bank to ensure the repairs were done. Skip ahead again. All of the necessary paperwork, inspections and general bull needed to get this check endorsed has been completed but I'm still waiting on my check to be returned. Every time I call, I get someone rude stating that the check has been sent back and that maybe I should give it a few more days but I should have paid them $10 to send it back expedited. Their expedited by the way means 3-5 business days. TO STAMP A CHECK! The WORST customer service ever! I HATE citibank. Glad they got bailed out and we the people got screwed!

I would not recommend Citi to no one.For the last 5 years I have been in chapter 13 bankruptcy and the trustee's sent my payments to Citi every month. My bankruptcy ended 2/2013 and my mortgage was deemed paid and current through 2/2013 and I started paying the payments myself and have not missed a payment. So now Citi is trying to say I am behind and that the trustee's missed payments. I have proof they are wrong. I have the "mortgage deemed current" paper from the United States bankruptcy department and copies of every payment made. For some reason not one compadent person at Citi can help me get this straight. If anyone out there can help me with this, let me know. R Jenkins

I paid off a mortgage with Citi Mortgage in August of '09. It is 4 years later and they have still not released the lien at the Clerk of Court. I have made numerous phones calls and all they can say is that that the mortgage is in an old system and will have to be transferred to the new system before anyone can help me. This is absolutely ridiculous. They refuse to let you talk to the support department and say that do not have phones accessible. I even have my FM 1098 from 2009 to the IRS showing my prinicipal balance is 0.

OMG......trying for almost 2 years to do a short sale, numerous documents, over & over, no one is authorized to talk to you....so frustrating so I go to court mediation every 4 to 6 weeks, sounds like its all good with Attorney & someone who actually does talk on speaker phone from Citi, say what they need, I do it within 24 hrs, then out of the blue get another letter saying can't approve short sale, missing documents.... Can't get info out of Citi or their attorney. Already lost buyer after 8 months, now have another but REALLY, Can they get their act together & help people.....

We had a fire. Our insurance company sent the checks for repair to us (the homeowner), the contractor and Citi Mortgage. We had to sign the checks and allow Citi Mortgage to disperse at their convenience. They have procedures that we have to follow but they don't. After everything was complete they refused to send the last 26 thousand dollars to me. For 15 months they said they "had sent the money" and "were going to send the money" but never did. I withheld my mortgage until they sent the money they owed. After 15 months they finally sent the 26k. The day I received it I sent the amount I owed for withholding the mortgage. They are refusing it saying Im already in foreclosure and now they want the back payments plus attorneys fees and late charges. They had my 26 thousand dollars for 15 months after we were 100% complete (according to their inspector) but they aren't paying interest or late payments for having my money for 15 months!

planning to refinance your home with Citi Bank? Forget it. Once they have your $100 that's the last you will hear about it. they utilized an appraiser who had no idea of he value of houses in my area - then to make matters worsethey utilized an underwriter who sounded like she was 13 years old! and lives in Nevada! This for a house located in Beverly Hills

I have had a very frustrating experience with CitiMortgage and I would appreciate any assistance with the HARP program.

I have a first and second mortgage with CitiMortgage and I have never missed a payment in over thirteen years. After suffering a major stroke and a knee operation which limited my income, I applied for a HARP loan modification in February 2013. After six months I was informed that both of my applications were denied. I owner-occupy a 3-unit building, so I am able to pay my mortgages with rents received, otherwise after six months of delays, I would probably be late on my payments. I can’t imagine waiting six months if I did not have other sources of payment.

My primary loan was rejected for “insufficient income”, even though I had provided my income on multiple occasions and it was always within the guidelines. My second mortgage was rejected because the title of my house is in a living trust, even though I had the assurance of my Homeowner Support Specialist, after Instant Messaging with the Underwriter, that we should proceed with the loan in the trust.

I went through six months of waiting in good faith and the excruciating process of re-faxing and emailing the same documents over and over. I fax’d and emailed (using fax.com and gmail.com) one set of documents, 24 pages of leases, three times. Each time I received a notification via UPS that my application was rejected because I did not provide the requested documents, then immediately I received a new letter stating “Thank you for applying. We have 30 days to make a decision.” That’s how it goes, over and over the clock gets reset on 30 days until six months pass by. I cannot fathom how a corporation like CitiMortgage, which undoubtedly spends millions of dollars on their information infrastructure, could claim to lose 24 pages of documents three times. And yes, every page had my loan number and name at the top of the page. And all documents were sent via fax.com and gmail, two reliable providers. And each time I called to confirm that the documents had been received by CitiMortgage. Then after a time, I would get a request for the same documents.

Why on earth does it take six months to tell me that my income is insufficient when I have given my income on at least three occasions and been told that I am within the guidelines? Why not tell me six months ago that my income was insufficient? I cannot understand why I have been led to believe for so long that my income was sufficient. If I had been told “your income is not within the guidelines,” I could have tried to get a second job.

I started this process a year ago by calling 888-995-HOPE – Making Home Affordable - who referred me to NovaDebt, a credit counseling service, and was told that my income was not within the guidelines. I waited for two tenants in my triplex to move out and I raised the rents. I then called NovaDebt in February 2013 and was told that my income did now meet the guidelines. At that time a Homeowner Support Specialist verified that my income was within the guidelines but that I would need three months of documented income and signed leases. So I complied and collected rents for three months to prove the income. One would think that this would be an opportune time for a homeowner “Support” person to tell me if my income was insufficient, but alas, it took six months to tell me.

I was also told by multiple representatives of CitiMortgage on at least four occasions that my income was within the guidelines. Did the guidelines change? I really do not understand.

My Homeowner Support Specialist said that “almost everyone qualifies to apply, but on close examination the financials.” I’m sorry, but my income is straightforward and clearly documented by the hundreds of pages of bank statements and profit-loss statements I have provided to CitiMortgage.

The second loan was more insulting. Three months after I applied, my Homeowner Support Specialist said she had to update my financials. She asked the same list of questions I have been asked on multiple occasions, but this time she asked “is the property in a trust.” I told her that my property was in a Living Trust. She told me “we don’t do trusts.” I informed her that when I had applied for the loan there were no questions on any application about trusts. She said that the Trust question was on the “new application”, recently revised (May 2013). I asked her, “If you keep coming up with new questions on a new application, how will I ever qualify?”

I asked her to confirm with the underwriters and she put me on hold for ten or fifteen minutes while she said that she was having an Instant Messaging conversation with the underwriter. She confirmed after this conversation that the loan could proceed and that the underwriter stated that the title could be changed before the close of the loan. This is a standard procedure for many banks, the owner changes the title back to their name so that the new loan can have the owner’s name on the title and not the Living Trust. I believed my Homeowner Support Specialist. Big mistake. Three months later, after many hours of re-faxing and emailing “lost” documents, and after interest rates had risen 1%, my Homeowner Support Specialist informed me that my loan had been denied due to the Living Trust.

If my Homeowner Support Specialist had informed me that Living Trust was an issue, I could have easily taken the title out of the trust and proceeded with the loan. But I was told it was not a problem. And again, if my income was a problem, I could have had the opportunity to rectify the situation. But each and every time I was told that my income was sufficient.

I’m sorry, but what is that definition of “Deception”? Leading someone on under the understanding that one is qualified for their program and after six months, a half of a year, saying “sorry, but we told you many times that your income was within the guidelines but we are rejecting your loan due to insufficient income.” Or “I have confirmed with the Underwriter that we can proceed with you loan in a Living Trust” and after six months the decision is, “we are denying your loan due to the Living Trust.”



To add insult to injury, if I was informed that my income was insufficient, or that the Living Trust would stop the process, I could have pursued other options when the mortgage rates were still 1% lower. No one bothered to inform me that I would be rejected if I did not increase my income or take the house out of a trust. CitiMortgage just strung me along for six frustrating months and then rejected my application for reasons which I could have fixed. I think CitiMortgage simply does not want to reduce my loans from 6% and 7% and they will find any reason to reject the application. It seems as though they do not want to help.

I am trying not to vent my anger here, but believe me, I am livid. I feel as though I was led on by CitiMortgage for the last six months and spent untold hours re-faxing and emailing “lost” documents. I am hoping for some help here, so I am keeping this civil. But the next time I document my treatment by CitiMortgage it will be to the Consumer Financial Protection Bureau, my Congress person, Senator, the State Attorney General and any attorney who is contesting the financial settlement.

I would like to reduce my mortgages from 6% and 7%, and when I started this process the rates were 1% lower. I do not understand why my application was rejected and I do not appreciate waiting six months to receive an answer.

I have been a Citi customer for about 10 years, with no missed or late payements. I refinanced last year and had no issues. When I tried to refinance again it has been a nightmare. I have always responded to requests for information promptly and it takes weeks to get a response. My rate lock had to be extended 3 times. Now I am told I was turned down as I have been self employed for less than two years, which I had told them 3 months ago. The agents are nice on the phone, but are either inexperienced, overworked or just plain incompetent. I received I call from one of the VP eho apologized, but I could tell he could really care less about my frustration. He did agree to reimburse my application fee due to Citi's issues in processing the application.

I'm applying for refinancing my mortgage. All required information was submitted by July 1, 2013. My 90 day locked in interest rate is up on Sept. 19, 2013. As soon as interest rates started increasing, Citimortgage started increasing the underwritters time. Now Citimortgage is saying it will be over 50 days before underwritters can review my information. Talking to other mortgage companies, and researching the internet, underwritting can be completed in weeks, not months. This is really poor, poor, poor business.

Not sure I can do this but after reading everyone's comments on REFI; we seem to have the very same problem. Loan processor blames underwriting. Its been 5 months, we have lost hundreds of dollars, keep having to provide information,,,etc,,,

Interested in filing a class action suit? If this gets posted and I get responses, I will figure a way to be contacted.

Thank you.

As co-signers we were blindsided by CitiMortgage's collection attorneys with a civil summons. Common sense and common courtesy should have moved CitiMortgage to advise us well in advance of their intention to foreclose.

My questions is: Which government agency has oversight to hold CitiMortgage responsible for neglecting to advise co-signers of late and missing mortgage payments resulting in charges, fees and costs and threats by civil summons of foreclosure?

CitiMortgage, in my opinion, acted underhandedly in this situation. So much mental distress, not to mention thousands of dollars in questionable fees and charges, could have been avoided simply by communicating to us as the co-signers.

Everyone is entitled to what is due them. That is not the issue here. The issue is a lack of common courtesy bordering on pre-meditation to collect fees.

I posted my experience here over a month ago. Someone representing the company asked me to email which I did. I got a response saying someone would contact me soon. As I expected, I never heard from anyone again. My issue remains. My loan processor is next to useless, never returns phone calls or emails, and never forwards documents that I send to them. Citi clearly doesn't care about its customers or what they think. It's a sad commentary on the state of customer service that this company manages to stay in business.

I have been a Citi Mortgage customer for 12 years, always paid on time, never late, never had a problem. I heard about the Refi opportunity through a mailer from Citi Bank and called. Started the process, faxed my letter of intent, gave all of the documents they needed within 48 hours, responded promptly when additional requests were submitted, Re submitted Wage/bank information as it went beyond 60 days.. In many cases these documents were submitted in less than 8 hours. Is it common for the underwriter to hang on to the loan approval beyond 90 days. Even though I have had no problems in any of my previous loan history and have an excellent credit rating?

Here's my latest communication with your "Homeowner Support Escalation Team"...sent on 7/16/13...still no response!!

Dear Ras:
I haven’t heard back from you. Our conversation ended last week with your promise to inquire as to the status of my 2nd mortgage modification and it’s “place in line”, and the possibility of expediting it to the front of the line, since this has been in process since January with many delays not attributable to me in any way. This delay (“computer glitch”) by CitiBank is placing my first mortgage refinance in peril, and possibly going to cause me to lose my locked-in rate, costing me more money!

Also, once again this morning, another call was placed to my fax # which I have repeatedly and continually requested not be used as my contact number. I believe I have asked at least over a dozen people to make sure that all databases at CitiBank be changed to contain my correct contact phone number – xxx-xxx-xxxx. I’ve been assured that is the case…obviously it isn’t.

delayed approving for unemployment program until no longer unemployed (not eligible). Undulated with paperwork, requests for documents, claims of not arriving even after multiple faxing session all claiming no errors with send.
No one knows what anyone else is doing or has done even with everyone taking notes on account.
Contacting Attorney General and reporting them for NOT working within the guidelines laid out in agreement or Federal.

We felt for the safety of our family it was necessary to walk away from our home which Citi Mortgage holds the lien on. We were unable to make both a house payment and a rent payment so therefore needed to stop making the payments to Citi Mortgage in order to put a roof over our families head where our safety was not an issue. We tried to work with them to obtain a deed in lieu but was denied and told the home had to be on the market for 90 days. We obtained a realtor and placed it on the market in Feb. 2013. We have had 3 to 4 offers for a short sale but of course each one was denied by Citi Mortgage because the offer price was a couple thousand under the price they want to receive. I am pretty sure that they have spent more than that difference in lawyer fees by keeping the process in an ongoing state. We have tried to be extremely accommodating in providing every piece of information that Citi has asked for. It has been an extremely frustrating and stressful ordeal, like having to make the decision to walk away from our home was not stressful enough!!

poor customer service. no connection with the customer. too busy giving their license number to even listen to concerns or questions. always trying to sell something.

We are over 5 months into a refi with Citibank. Never can get a straight answer out of the originator or the processor as to the new closing date. The original date was set for May 8, which at the time was a 90 day timeframe. Wondering what the current timeline is. Seems like for some it is quick and others never happens.

I am a current Citi Mortgage customer and completed a refinance application during August 2012. Now, more than 10 months later, the refinance continues to be stalled while I have continued to pay a higher rate on my mortgage than the refinance rate they quoted me. Additionally, I have lost the opportunity to go elsewhere to refinance since rates have increased while Citi Mortgage continues to request the same loan documents multiple times, as much as 3 times for some items since they claim the previous documents are outdated due to their inefficient and incompetent loan processing.
Again, it has been more than 10 months since the refinance application was submitted and Citi Mortgage continues to ask for updated documents over and over again while I have continued to pay a much higher interest rate on my current loan.