Comments for Welcome To The CitiMortgage Blog

Welcome To The CitiMortgage Blog

2010-06-28T12:28:59Z

Welcome to the CitiMortgage Blog, a new online community for our customers and a forum for you to share suggestions and concerns about our business. I hope this blog will be a place you visit often, and that you take part in our running conversation.

During these tough times, communication between homeowners and their mortgage company is critical. Since 2007, we've worked with more than 900,000 Americans to help them avoid potential foreclosure and remain in their homes - all successes that started with good communication. If you are facing difficulties, we want to help.

At the same time, we're doing what we can to stimulate the housing market by originating nearly 60,000 home loans this year (through April). The key to the recovery is getting buyers into the market, and we're proud to be a part of that process.

I am excited to kick off this blog, and to hear from you. We can't guarantee we will be able to act on all of your suggestions, and we know we won't be able to help everyone, but we will always listen.

I hope that you take the opportunity to start the dialogue. This site is about you, and we want to do all we can to help you with your financial needs.

Thank you very much for visiting.

Sanjiv Das, CitiMortgage CEO

Comment from carolyn marshall on 2012-03-19

2012-03-19T18:07:51Z

Deane, I apologize for the long hold time. I forwarded your information to a manager and asked that someone contact you directly.

Comment from carolyn marshall on 2012-03-19

2012-03-19T18:04:41Z

Thank you for contacting us. I have forwarded your inquiry to our REO team and asked that they contact you directly about this situation.

Comment from carolyn marshall on 2012-03-19

2012-03-19T17:42:18Z

Thank you for contacting us. I forwarded your inquiry to one of our managers and asked he contact you directly. I understand he has emailed you requesting additional information and is awaiting your response.

Comment from carolyn marshall on 2012-03-19

2012-03-19T17:32:23Z

Nan, I apologize for the experience. I forwarded your information to a manager and asked that you be contacted directly. I understand he sent an email to you and is awaiting your response. Thank you for contacting us; we appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-03-19

2012-03-19T17:29:17Z

Scharlotte, I've forwarded your information to a manager and asked someone contact you.

Comment from carolyn marshall on 2012-03-19

2012-03-19T17:26:06Z

Christa, I forwarded your information to a manager and asked she contact you directly. I understand Shelley has made contact with you on this. Thank you for the post.

Comment from carolyn marshall on 2012-03-19

2012-03-19T17:22:34Z

Hi Teresa. Since I wasn't certain what you were mailing, I forwarded your information to Customer Service so they could contact you to find out. I understand Sara spoke with you and provided the information you wanted.

For future reference, our mailing address can be found on the Contact page of our website (www.citimortgage.com). Here is the URL in case you just want to copy and paste it into your browser: https://www.citimortgage.com/Mortgage/Home.do?page=contactus. I also posted some additional contact information in the "Citi wants to hear from you" blog post. Here is the URL to that post: http://blog.citimortgage.com/2012/01/citi-wants-to-hear-from-you.html. If you are an existing custoerm, you can use the following mailing address:

CitiMortgage, Inc.
P.O. Box 6243
Sioux Falls, SD 57117-6243

Comment from carolyn marshall on 2012-03-19

2012-03-19T17:10:33Z

Robin, I appreciate your desire to get this matter settled as soon as possible; we want that too. Often times these decisions are not solely Citi's to make and can take time. Since I don't have access to your account, I don't know what is going on specifically on your account so I have forwarded your information to a manager and asked that he contact you directly. We value your business and appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-03-19

2012-03-19T16:52:28Z

Connie, I apologize for the experience. I assure you that every post is read and responded to, if applicable. I forwarded your information to a manager and asked that you be contacted directly.

Your experience is not reflective of the service we strive to deliver to our customers. The feedback we receive is taken very seriously and I assure you that we will use this opportunity to improve our processes. Thank you for taking time to contact us; we appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-03-19

2012-03-19T16:29:36Z

Maryann, I apologize for the experience and understand that you are frustrated. I've fowarded your informatino to a manager and asked that you be contacted immediately.

Comment from carolyn marshall on 2012-03-02

2012-03-02T16:11:24Z

Nella, I'm sorry you feel that way. I forwarded your information to one of our managers and I understand that he has made contact with you. We appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-03-02

2012-03-02T16:05:04Z

Suzanne, I apologize for the experience. I' sent your information to one of our managers. I understand Tony has made contact with you.

Comment from carolyn marshall on 2012-03-02

2012-03-02T16:03:31Z

Thank you for contacting us. I forwarded your information to a manger. I understand she has sent an email to you offering her assistance and provided you with her direct contact information. I am sorry for the experience; we appreciate the opportunity to assist you.

Comment from carolyn marshall on 2012-03-02

2012-03-02T15:53:52Z

Thank you for contacting us. I asked one of our managers to contact you. I understand that the two of you have spoken and he provided his direct contact information in the event you need anything in the future. I apologize for the experience; we appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-03-02

2012-03-02T15:45:14Z

Randall, I'm sorry for the experience. I sent your information to one of our managers and asked that you be contacted directly. I understand he emailed you and is awaiting your response. Thank you for contacting us; we appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-03-02

2012-03-02T15:26:44Z

I've sent your information to a manager and asked he contact you directly. I understand he emailed you and is awaiting your response. I apologize for the experience. We value your business and appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-03-02

2012-03-02T15:07:19Z

I sincerely apologize for the experience. Your information was forwarded to someone that can help. We greatly appreciate you taking the time to let us know about your experience and assure you that we take the feedback we receive seriously.

Comment from carolyn marshall on 2012-03-02

2012-03-02T15:05:37Z

I apologize for the experience. I forwarded your inquiry to one of our managers and asked that someone contact you directly. I understand he sent an email to you requesting additional information and is awaiting your response. Thank you for contacting us.

Comment from carolyn marshall on 2012-03-02

2012-03-02T14:46:48Z

Danilo, I forwarded your inquiry to one of our managers and asked that someone contact you. I understand he has emailed you requesting additional information. Thank you for contacting us.

Comment from carolyn marshall on 2012-03-02

2012-03-02T14:43:27Z

I apologize for the experience. I forwarded your information to one of our managers and asked that someone contact you directly. We greatly appreciate you taking the time to let us know about your experience and assure you that we take the feedback we receive seriously.

Comment from Deane on 2012-02-24

2012-02-24T16:42:54Z

I cannot believe that I have been on hold waiting to talk to someone for 33 minutes and 37, 38, 39, seconds...I think you get the point. Hire some more onshore folks to answer our call please.

Comment from carolyn marshall on 2012-02-23

2012-02-23T21:30:05Z

Richard, I sent your information over to one of our mangers. I understand they sent you an email for additional information so they can assist you. Thank you for the post.

Comment from carolyn marshall on 2012-02-23

2012-02-23T21:24:49Z

I apologize for the experience. I forwarded your contact information and comment over to one of the sales managers. I understand someone has emailed you for additional information so they can assist you.

Comment from carolyn marshall on 2012-02-23

2012-02-23T21:19:49Z

James, I'm very sorry for your loss. It can take some time to get the paperwork reviewed and the system updated. I forwarded your information to Customer Service and asked that someone contact you directly. I apologize for your experience; we do appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-02-23

2012-02-23T20:59:17Z

Ray, thank you for the post. I forwarded your comment to a manager and understand he has made contact with you. I apologize for your experience; we do appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-02-23

2012-02-23T20:28:23Z

Thank you for the post. Paul, I forwarded your comment and email address to one of our Sales managers. I understand that he has someone working with you and that you are now scheduled for loan closing. Best wishes.

Comment from carolyn marshall on 2012-02-23

2012-02-23T20:23:22Z

I can definitely put you in touch with someone that can assist you. I have provided your information to one of our managers. I understand he has emailed you and is awaiting your response. Thank you for getting in touch with us.

Comment from carolyn marshall on 2012-02-23

2012-02-23T20:16:57Z

Alan, thank you for contacting us. HARP may be an option for you depending on your loan investor. I've asked one of our Sales managers to contact you directly. In the meantime, you can find more information about HARP on the Departments of the Treasury & Housing and Urban Development Making Home Affordable website (makinghomeaffordable.gov) . We value your business and appreciate the opportunity to serve you.

Comment from Dean Stefano MD on 2012-02-23

2012-02-23T15:41:11Z

I have question about listed by Citi Mortgage forclosure property in IL.
We are Citi Gold customers with an excellent credit history, willing to pay up to 50% down payment.We made an offer using the service of the agent posted on the Citi Mortgage web site, but his respond was not very appropriate: Once we were told our offer was submitted to the bank. Next day we were told the offer actually was not submitted and the Bank required higher offer. After increasing our offer we were told that this time the offer is submitted for sure, but yesterday, when we called to check the status we were told that Citi Mortgage accepted verbal offer from somebody else. There are a lot of controversies from the agent’s information. I tried to talk to someone from Citi Mortgage who is responsible for this property, but neither Citi Mortgage Costumer Service line nor the local Citi Bank office was able to provide. Having the experience with the selected agent I think there no transparency regarding the status of our offers and I am not even sure that they were forwarded to Citi Mortgage for review. Could you help me and provide with this information, please, because if this property is already pre-selected for some of the Real Estate Flippers or someone related to the agent – there is no sense to lose more time and efforts. Thanks in advance.

Comment from Cali Kliewer on 2012-02-21

2012-02-21T17:24:58Z

Like many others, I am very frustratied with Citi. In May 2011, I was in contact with a woman named Miriam who works for CitiMortgage. Miriam worked with me to secure forbearance on our loan, since she felt a loan modification would need to wait until my husband started his new job in August 2011. On June 22, 2011, I faxed a 42-page document to Charles, which included an electric bill, our paystubs, our 2009 taxes, and our teaching contracts for the 2011-2012 school year. At that time, the forbearance was approved, and I was to make a payment of $XXX every month for 4 months, beginning in June via Western Union. All 4 payments were made, and reported to CitiMortgage.On June 30, 2011, we received the paperwork for our forbearance, which was signed and faxed to Claudia, Loss Mitigation Specialist on July 2, 2011. At that point, I was just instructed to continue making my monthly payments via Western Union, and wait until September when our forbearance had ended, and Citi sent us new paperwork to see if we qualified for a loan modification. On August 9, 2011, our twins were born 8 week premature, and spent the next 7 weeks in the NICU at St. Luke’s hospital. During this time, I contacted Miriam once more to tell her about our situation, and see if there was anything more I needed to do. I was concerned that with my attention on my premature babies, I might miss something in the mail. Miriam assured me that they had everything they needed, and that I just needed to wait until I received the paperwork. Which I did. I never received any paperwork. Towards the end of September, I called Miriam again to check on the paperwork. She indicated that Loss Mitigation was swamped, and that it might be October before it arrived. She told me not to worry. Towards the end of October, we received a letter from Millsap and Singer indicating that our house was due to be sold in foreclosure in December. I called Citi and spoke with Charles, who directed me to contact HUD. I contacted HUD, and was assigned Carol as our specialist. Carol contacted Citi, and our foreclosure was stopped. Carol informed me that a Home Support Specialist from Citi, who would be our liaison and help us through the process, would notify me. In early December, Stacey who introduced herself as our Home Support Specialist, and indicated that she was the one reviewing our file for loan modification contacted me. She asked for a list of items, all of which were sent to the fax number she requested on December 9, 2011, except our two current pay stubs. I had been on maternity leave, and was not getting another paystub until December 22, and my husband would receive his on December 20. I informed her of this in an email, and let her know that I would not be able to get the paystubs to her until December 22, at the earliest. She responded that it was fine. On January 3, 2012, I received an email from her indicating that she had not received the necessary documents needed to proceed with our file. I had tried, several times, to email the documents to her from my home, but each time, I received a bounce back email several days later. On January 4, I emailed her, asking what she needed, and asking if I could fax everything to her. She returned my email, stating she only needed the two current paystubs. I attempted to fax the paystubs from my school’s fax machine, and received a busy signal. I tried again later in the day, and got another busy signal. I emailed her to inquire about the fax number, and received an out of office reply indicating that she would be out of the office until Friday, January 6th.
On Monday, January 9th, I emailed her one last time with the hope that she would receive the paystubs in time to stop the foreclosure. I never heard back from her.
When the papers were served for our court date, we learned that our house had indeed, been sold. Since that time, we have since learned that Citi no longer employs her, and that none of our paperwork ever even made it to underwriting. Included with this letter, please find a copy of everything that was faxed to Charles on June 22, 2011, as well as the additional paperwork that was faxed to her on December 9, 2011. Also, please find a printed copy of the email correspondence between her and myself where she indicated that she only needed the 2 paystubs to proceed. It is my sincere hope that you will take all of this into consideration, and allow us to do whatever is necessary and within our power to retain our home. We are both hard working educators, who have been gainfully employed for many years. I have been with my current employer for 15 years. While my husband has only been at his new school for a year, he only moved so that he could work closer to home when our children were born. I know that we have made mistakes, and that we have been negligent in communicating our financial struggles with Citi in the past. However, we are now in a much better financial situation than we were a year ago, and we can absolutely afford to make our house payment.

Comment from Nan on 2012-02-21

2012-02-21T17:01:49Z

I was approved to do a short sale on my Townhome in Oct 2011. In November, apparently, they switched counselors on me and did not notifiy me. I did not find this out until I called the end of November. Then in December, Citi said they emailed my realtor with a counter offer. I did not find this out until after Christmas. I spoke with my realtor, he said he never recieved anything. I asked for a copy of the email, they could not find it. My buyer then backed out. I then decided to do a Deed in Lieu. My hours have been cut to 3 days a week and not even 8 hr days. My counselor said he would start the paperwork. That was over 3 weeks ago, and today I found out that my notes do not even say anything about this only that I am going into forclosure. As of yesterday, I was told that I now have 2 counselors. Never new this before. Over the past 3 weeks I have left messages for my counselor, set appointments for a call back, and I have recieved ABSOLUTELY NOTHING!!! No one can give me a status update on the Deed in Lieu, only that I am going into forclosure. PLEASE PEOPLE what is your problem!!! Each time I speak with someone, if I can understand them, they tell me something different. If Citi would keep accurate records and up to date, I firmly believe that less people would be going into foreclosure.

Comment from scharlotte on 2012-02-21

2012-02-21T15:28:30Z

i have had nothing but problems from citim. i had to stop working in 2010 due to back surgery on march 2010 then had 2nd surgery in April of 2011 mean while i was fighting them to get a modification .well finally got the mod done but was charged about XXX to get it done .in order to get a mod had to be behind 3 months so i was told to make only half my payments for 3 months witch i did and then went back to making the full payment again but because the half payments they never put any of the $$ i was paying to them to my account so it looked as if i was behind by XXX well they took that $$ that was set aside instead of made on the house and said it was to cover the fees and work that they had to do to change my in rate from 6.5 to 4.75 plus i had the 5000.00 that they said i was behind but in fact they had and used ,added on to the payments so i went from owing them 170000. for my house to XXX and my payment did drop from XXX to XXXbut if you take the $$ that i saved and divide it into what they charged me did i really save anything NOOOOOOOO it will take 5 yrs before the savings will reach me .plus they were given $$ to cover there cost to modify.from our taxes so i had to pay twice

Comment from Christa McKenzie on 2012-02-20

2012-02-20T17:00:15Z

I have been trying to get to get a escrow refund check that is owed us since 2009. Who can help me and who should I forward the information to.

Comment from Teresa Wilks on 2012-02-19

2012-02-19T17:24:35Z

I would like your mailing address.

Comment from Robin Lovrien on 2012-02-17

2012-02-18T00:00:46Z

Well--it has now been a full 7 months since I initiated my request for a modification to my mortgage. When I complained on this list in late November about the shabby treatment I was getting from Citi, I was contacted by someone called an "escalated response specialist". The ONLY good part about that has been that I HAVE been able to contact this person directly, and he does call me from time to time. However, all he has been able to do since December is apologize for the fact that the "underwriters are swamped"-- IF THIS IS THE CASE, WHY DOESN'T CITI HIRE MORE UNDERWRITERS??????? Meantime, today, Feb 17, I received a THIRD envelope from my ORIGINAL "contact specialist" with a strongly worded demand for the SAME documents I have previously been asked for and sent TWICE. These envelopes arrive approximately every five weeks. My "escalated response specialist" has told me repeatedly that HE will be the one to notify me of any decision on my modification request. Yet STILL these envelopes arrive, clearly an effort to make me drop the ball so Citi can close my file and make me go away. This is such incredibly shabby treatment that I have created a sensation among my friends and at my banks where I do checking as I relate the incompetence of this "mortgage giant".

I CLEARLY quallfy for the HAMP program-- my mortgage is WAY more than 31% of my income, my measly mortgage is far below the $XXX+ cutoff and I live in my home...so what's the problem??????? Is Citi so worried about my piddly $XXX mtg. ??????? I will go to every financial site and social media sites I can to make sure the world knows how badly I have been treated by Citi. I could not agree with the OWS movement more about getting out of and rid of the huge banks-- now if only I COULD....

Comment from Connie on 2012-02-16

2012-02-16T09:36:45Z

The banks were bailed out, now how about helping the people, calling numbers and speaking with assigned so-called counselors at citi is a joke, Citi does not intend to help, the underwriters, the so-called people assigned to your case is only a formality. I doubt if anyone from citi will even read this, citi fully intends to take all the homes it can because they don't intend to give mods/refinance. Its a shame to work all your life and end up with citi who is not even courteous enough to give you a call back, or rude people who ask, why did you buy if you couln't afford it, heaven help these workers if they are ever without a job, cause that's the help they'll get. Citi does not even pretend to help, I've sign up at least 3 times for a modification, why do they keep sending you papers if they do not intend to do anything for you? I hope the officers are prepared when they meet their maker, cause it won't be anyything pretty, Of much given, much is required, I think citi is going b

Comment from Alan Bignall on 2012-02-15

2012-02-15T13:40:12Z

I have an existing Citi Mortgage, like the service, am not at all under water, but have a high rate compared to what is available. I am going to refinance which will mean I will leave Citi as the rates and costs offered are not as competetive as others I have got under way. Before I went ahead and changed lenders I called customer service to see if Citi woudl simply drop the rate on my current loan and therefore retain me as a great customer. I was told that Citi has never done that and I MUST re-fi?? Just wanted you to know I must leave because of this.

Comment from maryann on 2012-02-14

2012-02-14T18:45:15Z

On October 7th, 2011 I submitted an application for loan modification. Time after time I am being told that they are still working on it. I spoke to Lakisha on 1/2/12 and was put on hold for 1:57 minutes before the phone was disconnected. On 1/31/11 I spoke to Blair who was very helpful and said she would put a rush on it. I missed one call from Kenya who who left me a message I left multiple messages for her but have not heard from her. I am very frustrated with this lack of communication, any assistance would be appreciated.

Comment from nella faye on 2012-02-13

2012-02-13T17:24:13Z

i am totally disgusted with citi mortgage. they currently hold a 1st and 2nd mortgage on my home. obviously my home value has fallen during the past 4 years. i was recently laid off but i do have additional sources of income. all i asked for was to consolidate my 2 loans into one loan and reduce the interest rate to current market levels so that i can keep my house. after spending countless hours on the phone and online only to be told that \you don't qualify for any of our current programs but you can do a short sale\". if i had wanted to do a short sale i'd have asked for that in the first place.i can afford to keep the property with a lower interest rate which would reduce my payment. i don't feel like i'm asking for the world. i have had this property for 4 years and never missed a payment until i lost by job. i can still afford this house with a modest interest reduction.

Comment from Patricia on 2012-02-13

2012-02-13T17:16:24Z

I have been trying desperately to work with Citmortgage during my husband's unemployment period. I've been appalled at the response. I was even more appalled to see the online features about how your company is doing everything it can to help homeowners stay in their homes. I can tell you that this is not the experience I am having. I was told most recently that my case has been reassigned to someone who does not have a phone number and that I can't be given their email address because the rep I was speaking to isn't sure if they are allowed to do that. Someone in your HAT group is sending this new person an email to contact me and I am once AGAIN waiting to hear from you. I've sent in over one hundred pages of documents, including a customized letter from our state's department of labor to confirm the continuation of unemployment benefits because the first automated report didn't contain all the info your system required, and yet we were turned down again on 1/27/12 for not providing documentation of benefits, and the last person who was helping us in your Executive Response unit said she didn't understand why we were turned down and there was nothing further she could do to help me. I asked to speak with a supervisor and was told that person would call me back. Weeks have gone by, and I have not heard from them. When I try to call the person I was working with, I get a mailbox that is full and not accepting messages. I've lost countless hours of paid work time attempting to reach someone at Citimortgage who can help me.

Comment from Suzanne manville on 2012-02-12

2012-02-13T03:59:11Z

One year ago our loan finished its modification. What was first explained to us as a 3 month trial period of reduced payments turned into 18month of us constantly sending in paperwork and corresponding into a black hole. Although we were told exactly what to pay, and did faithfully, we were hit with late fees, added interest, and credit dings as the trail payment was less than the original mortgage payment. Since it took Citi 18 months to work what we were told was a 3 month program, $XXX worth of "uncollected" payment and penalties accumulated. We were told all along not to worry about them and when we make it through the process a loan officer would review this. We were simultaneously put through collections for this while in modification. When we finally were approved for modification, we were given 7 days to sign, we're not given anyone to talk to. The $XXX was added to our original loan amount, and we were told if we didn't sign, we immediately owed the $XXX in trumped up late fees and additional interest. I had asked all along if principle reduction would be an option as we owed $XXX on a house you appraised for $XXX . I was told it would not be an option for modification. And our loan now went up to $XXX with the bogas fees. Now I hear that principle reduction is on the table, but for us no as we already went through a fantastic modification that actually added $XXX to our loan! WOW. For anyone reading this be warned you will be much better off not going through the screwed up bogus modification that due to Citi's inability to receive, read or execute paperwork in a year and a half will ruin you credit, rip you off, and possibly cause you to loose your home. We were customer never late more than 30 days for 3 months, othwise made every payment asked for on time, and we're completely screwed. Just FYI.

Comment from Don and Lynn Gansert on 2012-02-12

2012-02-13T01:24:07Z

We are in need of your assistance. We want to refinance our existing mortgage with CitiMortgage. We have been asking for PMI to be dropped for more 3 years, including filling out papers sent to us 2 years ago. We have installed new roof, new wood siding, painted interior and exterior, new kitchen cupboards and counter tops, wood floors and carpet We are still paying PMI many years since it commenced. Your reps mailed and called offering low interest, but when we mailed in info or called many times we were told no one could take our call at time and someone with authority would call back. Not one call back about refinancing. Help. We need and want low interest rate and the PMI removed. We have been mailing and emailing anyone we could find at CitiMortgage that may help us. Plase help us. When we attached letter about refinance and PMI to our payment in 2010 we were told it and check were shredded because I stapled them. We are good Clients.We need to do this soon.Thank you in advance.

Comment from Stella Piotrowski on 2012-02-10

2012-02-10T20:24:35Z

We have been following Citimortgage advise to modify our mortgage on our condo. They told us to send $XXX, that's half of our actual mortgage. After 2 months we were told to stop sending payments. After sending all the necessary papers to modify we were told we are making to much, a week later we were told we were making to little and modification was denied. we were assigned a rep in Sept.2011, we spoke to him once and everytime we are trying to call him we get a different person. We emailed him numerous times and left messages to no avail. Other Citimortgage reps don't know who he is. We are calling Citimortgage once a week and nobody knows what is happening. Currently our property is in short sell. Is anybody in charge at this company

Comment from Randall Solomon on 2012-02-07

2012-02-07T22:39:46Z

My wife and I have been trying to modify our mortgage for more than a year now. I own a small accounting business that in the last half of 2009 lost over 50% of my clients due to the economy. We applied for a modification when our savings ran out in late 2010. We spent 9 months (Dec 2012-Aug 2011) sending requested paper after requested paper to be turned down finally in August. We have done everything asked of us and still we are unable to get any relief. Can you make any suggestions on what to do?

Comment from Sue on 2012-02-03

2012-02-03T23:54:33Z

After reading comments posted, humbled by the stories and situations, resiling echo of pleas, I read the site usage rules, and snapshot is enclosed. I have a Citi mortgage account, have been trying to refinance or determine options by speaking with someone, unable to do via customer/mortgage assistance. Is there anything you might be able to help out with?

Comment from PAUL on 2012-02-01

2012-02-01T21:59:19Z

i have been trying to get my loan refinanced with Citimortgage and have been having trouble with the underwriter. The underwriter has asked for information pertaining to our bank accounts which I have provided. I was asked to provide statements indicating the transfers from my son's account and wife's account for a couple of transfers. I provided the statements showing the transfers, but blocked out all other information that did not pertain to the transfers. Now the underwriter is holding up the refinance becasue he "needs" the statements with out the blocked out information. And now that we are in February, he is asking for a new statement AND the statements as indicated above. We have refinanced before and have not had this much trouble. Anything you can do? Thanks, Paul

Comment from Dean on 2012-01-31

2012-01-31T14:33:11Z

How can I reach a supervisor with citi mortgage . I refinanced my home loan. I paid my home taxes separate from my mortgage pmt when we closed the refi there were no outstanding tax payments due in any of the closing documents Citi has been claiming they paid them . I have given proof we paid them and the escrow and title documents on the refi loan show there are none due at closing . Now Citi has turned over to a collection agency And have now sent me a monthly statement that includes back taxes in my upcoming payment . I have disputed this issue and provided numerous times documents to support this issue . I have had to retain legal council .. I want keep my excellent credit I have had this loan for over 12 years and paid a great deal of interest to Citi as a good customer . There must be a compitent executive who can clear this up with my lawyer .

Comment from Theresa O. on 2012-01-27

2012-01-28T01:26:21Z

How is it possible that Citi can issue a pre-approval letter in early December then promise a closing within 30 days, then promise a closing between January 24-and 29th. All pre-conditions were met three weeks ago. Two days before closing we hear..that Citi will go ahead with the loan if we pay more points..more fees.. We agree because we could loose the house we are buying. Now the loan is being reviewed again.. Also, we not only offered to meet any additional conditions but we offered to put more money down. Even though we have already met all the pre-conditions. Now it's just sitting on someone else's desk..or on an efile somewhere. We have banked with Citi for 10 years. Now we are under a serious time constraint or we'd consider another option. No one had the courtesy to keep us informed we shouldnt have to beg and be humiliated this way.

Comment from Stephanie on 2012-01-27

2012-01-27T21:00:11Z

We have a Freddie owned loan and have made a request for a HAFA short sale. We made our request on the phone and by letter. We provided all the documents that were requested and been calling and calling for a follow-up to be sure that they had the documents and to confirm our HAFA request was being processed. Today the representative told us that the file is not being processed as a HAFA, she didn't know the difference between a regular one and a HAFA one and asked us if we provided documents that aren't appropriate. We have never been told we were denied for HAFA or given a reason why. We don't have anyway to ask to have this escalated. Can someone please help us?

Comment from Stephanie on 2012-01-27

2012-01-27T20:24:34Z

We have requested a HAFA short sale earlier this month on a Freddie loan. We have been asked for and provided all documents requested for this process. Now we were told today that the file is not being processed as a HAFA but no reason for a denial has been given. The last rep we spoke with didn't even understand the difference. Could someone please get in touch and help us...this is just more of the run around we've been given before!

Thank you.

Comment from ray k on 2012-01-25

2012-01-25T23:17:09Z

I am a client for many years with no deliquencies. Talked to 19, yes 19 people in your organization to help with a high rate I am paying. Not ONE seemed to want to help, forcing me to take my business elsewhere. Amazing a company like your would want to lose a good paying customer but I actually had a few peolple tell me they did not care if I got it refinanced somewhere else. If youare still inteested in keeping good clients, let me know

Comment from Danilo Liriano on 2012-01-25

2012-01-25T13:29:26Z

i apply several time for a loan modification citi they alway give the round aruond im a disadle person in september 21 2011, they sa i was not approved because my income was not enought to pay my bill. and then i appeal the decision and january 20 2012 they say the income is enought to pay my bill ,my income do not change im disadle person i my income is always the same. how they have 2 different version on the same income a guess the is citimortgage work

Comment from Jeremy Gardner on 2012-01-23

2012-01-24T01:28:43Z

I have contacted you via email about a refinance/loan mod ( I wanted to drop my rate). I received an email stating a confirmation number and to call for immediate assistance call 1-800-248-4638 or return to Citi online. When I call in they say that confirmation number means nothing. They cant find my information. Then I fill out another on the phone. Now I have called 866-272-4749 and they REFUSED to give me a supervisor or even the supervisor name and hung up on me once. This after they keep saying i have to go fill out the information again. 2 times wasnt enough? A female also hung up on me during a prior call. I'm disgusted by your horrible computer systems and even worse customer service. Over the next month or so I will definitely be going to refinance at another bank. All I wanted was a couple % off my HUGE rate because I have paid yall for 10 years now.

Comment from Michelle Armbrust on 2012-01-17

2012-01-18T02:17:08Z

I very much would like to refinance my home. However, I cannot get in touch with an actual loan agent. I have spoken to several customer service agents, given my info to several other loan agent "helpers," and have been on hold for 1 hour and 5 minutes the first time before I had to hang up - and am not currently holding for an hour and 20 minutes and counting. Could a loan agent just contact me? I called Chase and was able to talk personally to a loan agent within hours of leaving a message - and that was even over the MLK holiday! I cannot believe that I can't talk to a real person! I really don't understand this. I called several other mortgage companies - and I can speak to loan officers quickly and easily. I even tried to find the email link that you mention on your blog - and there isn't one! If you click on the Contact Us and then try to find an Email Us option, it isn't there! (Unless I am just missing it!) I would really appreciate some help. I am a mother of four and time is valuable - as are my cell phone minutes, which I have now used over 140 just holding - which doesn't include all the time I took talking to the people before they would even connect me to the hold line! Please help me. Connect me to a real person!

Comment from james ropes on 2012-01-16

2012-01-16T18:56:55Z

I have been trying to make contact with your estate dept in reference to documents sent at their request. So that the tax dept can speak to me about dead parents acct. Multiple e-mails from customer svc,tax dept and daily voicemails from me are not responded to. If this is how you treat customers with accts in good standing you should be personally ashamed.

Comment from Karthik Balasubramanian on 2012-01-14

2012-01-14T15:46:00Z

I have been trying to get in touch with the refinance department for a second loan that I have with Citi. It has been the most frustrating experience and is a joke at this point. Have been transferred to six different people. Either it is that this is not the refinance department, just customer service or it is that this is not the second loan refinance department. Keep getting recycled between the wrong teams. Have spent an hour just trying to reach the right group. Still no luck. Website states 24/7 access but when I called yesterday the auto-response was it was beyond business hours. Can I please get the right contact number for the refinance person for a second loan with Citi? In the world where companies are working to up the level of customer service, I am unable to even get to the right contact.

Comment from Richard Percell on 2012-01-11

2012-01-11T20:01:01Z

I have been attempting to contact a senior adviser regarding a property that is involved in bankruptcy. I am a Private Banking Customer in Los Angeles and was referred by a SVP there who has been attempting to help me. I would appreciate a contact that can possibly help me with some information regarding this. R.P.

Comment from James Ropes on 2012-01-11

2012-01-11T19:18:44Z

Both parents dead --trying tosell hse/property.Unemployed 1yr+ KNOW prop taxes late--county= 1% interest, you pay taxes=6+% WRONG!! Sent dead peoples papers to Tuscon. No one will talk to me about acct- no replies to voicemails. Eating hamburger helper/cheese sanwiches--never missed mort. payment. Now waiting for you to find some loophole to TAKE only inheratance (property) for parents loan balance of less than 1/2 of land value. Please have someone w/authority call.

Comment from carolyn marshall on 2012-01-11

2012-01-11T17:56:15Z

Thank you the post. Missouri is the location of the telecommunications hub from which outgoing calls are made by CitiMortgage. We typically will not leave messages because we would prefer to speak with you in person so we can evaluate your situation and determine if you are experiencing financial hardship. There are numerous ways we can assist our borrowers who are in need of help, and are in a much better position to make recommendations if we can speak with you directly. We regret any inconvenience this caused. You are always welcome to contact our Homeowners Assistance Team with any questions or concerns at 1-866-272-4749. Our agents are available Monday - Friday from 7 am - 11 pm CST, and Saturdays and Sundays from 7 am - 7 pm CST.

Comment from carolyn marshall on 2012-01-11

2012-01-11T17:38:41Z

Lynn, I apologize for the experience. I forwarded your comment and email address to one of our managers, and understand someone is now in contact with you about the escrow refund check.

Comment from carolyn marshall on 2012-01-11

2012-01-11T17:33:28Z

Mugdha, I forwarded your comment and email address to one of our Sales managers. I understand someone has emailed you to get some additional information.

Comment from carolyn marshall on 2012-01-11

2012-01-11T17:18:59Z

Jolanda, I forwarded your message to someone that can help. I understand one of our managers sent you an email for additional information on Monday, January 2.

Comment from carolyn marshall on 2012-01-02

2012-01-02T18:16:05Z

Eric, thank you for the question. I've forwarded your comment and email address to someone that can address your questions. I can't speak specifically to your loan because I don't have access to your account. There are a number of considerations that go into such decisions, but often times making changes to the original terms of your loan is not Citi’s decision. If your loan is owned by an investor, the decision to make changes is made solely by that investor. I'm very sorry to hear about your medical condition and wish you all the best. Someone will be in touch soon.

Comment from Jolanda on 2011-12-28

2011-12-28T23:50:08Z

My husband and I have tried desperately to get our loan modified since May 2011. We have been asked to send in the paperwork twice. Additionally, we are told to continue to send in our pay stubs on a monthly basis. Five years ago, my husband was diagnosed with prostate cancer and the following year he endured a hip replacement. Both times we experienced unexpected medical expenses. I am a teacher and for the past three years I have experienced a minimum of eight furlough days which has amounted to a reduction in pay for eight months. Last year, my seven year old son was bitten by a snake. Once again, we have unexpected medical expenses. Our loan is a ARM. I am afraid of what will happen in the next three years. We desperately need some assistance.

Comment from Mugdha on 2011-12-27

2011-12-27T14:58:58Z

I have a citi mortgage account and have been trying to refinance my condo. I was told that I am not able to because others in my condo building have either defaulted on their loan or have foreclosed - I am not able to refinance my condo. I have paid my mortgage on time every month. I also over pay my mortgage and my credit is excellent. But I am not able to refinance my condo. It seems wrong that I am being penalized for being a responsible citizen. In addition - it's not as though making the payments for me is easy. I have a relatively large mortgage (for my size of condo). Being able to refinance my condo would help me out greatly. Is there anything you might be able to help me out?

Comment from Lynn Russomanno on 2011-12-23

2011-12-23T23:27:22Z

I am emailing you because I am very frustrated with the supervisors that I have been talking with over the past two months. My situation is that on Oct. 12,2011 I received a letter from CitiMortgage stating that I was entitled to a escrow refund from 2007 but it needed to be filed by Oct 14 or it would be awarded to the state of Ohio. Knowing that the US mail was impossible I called your company and they told me to fax the paper and my husband driver license. So I did that on the 12th and I got email conformation that you all received it on the 13th. I still have that email. I also called to make sure everything was in order and was told it was and that I would receive the check on Tuesday Oct 18. 2011, I did not get the check and was told I had to contact some lady which I called and called and called and called but she never call me back. I then called customer service and a very nice man looked into the situation and called me back with this lady on the line and she said she need 6 weeks to process the check. She was not exactly the nicest person but I brushed it off as stress. I then waited six weeks. No Check. Sooooo I called again and was told I did no do my part in the time allowed so the check was awarded to the state of Ohio. I then spoke to Eddie who said he would check into the matter. After a couple of week he had some women call me and she said that I was not allowed to email the info they need and that it need to be mailed through the US postal service.( which would have been impossible) I was told by your staff that I could email. This is your peoples mistake which I think was done with intent and I am not going away. I want my money from Citimortgage NOW. Please contact me by phone or email. You all have my info. Thank for taking the time to correct this wrong because all the customer service people keep telling me there is nothing they can do to help.

Comment from carolyn marshall on 2011-12-19

2011-12-19T20:52:26Z

Hi Pena. Thank you for contact us. I forwarded your information to one of our managers and understand he was able to get things worked out for you. Best of luck with your new home!

Comment from carolyn marshall on 2011-12-19

2011-12-19T20:46:31Z

Susan, I've forwarded your inquiry and contact information to our REO team. Someone will be in touch with you soon.

Comment from carolyn marshall on 2011-12-19

2011-12-19T20:42:26Z

Thank you for contacting us. I sincerely apologize for the experience. I've forwarded your email and asked that someone get in touch with you immediately.

Comment from carolyn marshall on 2011-12-19

2011-12-19T20:36:39Z

Robin, I apologize for the experience. I have forwarded your comment and email to one of our Homeowner Support managers. I've asked that someone contact you immediately.

Comment from carolyn marshall on 2011-12-19

2011-12-19T20:25:06Z

Thank you for the post. I've forwarded your email address and comment to someone that can assist you. I apologize for the experience.

Comment from Stan on 2011-12-17

2011-12-17T13:38:25Z

Why is it when Citimortage calls my home "Missouri" is displayed on my caller id? If you guys want to call me then it should say "Citimortgage." I ignored so many calls from you because I thought it was a telemarketer. Plus you didn't leave any messages!

Comment from Eric on 2011-12-14

2011-12-14T19:31:35Z

About 9 months ago I came down with an illness that put me on short term disability, and now it looks like it is going to be a permanent disabilty. We were in the process of trying to do a short sale because that was said to be our only option. We are presently 32k underwater on our mortgage because of the down turn, and I told my claim specialist that if they would just do a prinicipal reduction to what it was worth, my family and I could stay in our home. He told me in no uncertain terms would Citi do a pronciple reducion. How does it make since to sell at 80% of it's value, plus the cost of agent fees, not to mention all of the time involved, when this could be rectified by a simple write down to what it's actually worth now? I understand ruled and policies, but this one seems to make no sense, you would actually be SAVING money and TIME by doing a write down instead of doing the short sale. Could you please explain it to me?

Comment from Robin Lovrien on 2011-12-08

2011-12-08T18:30:30Z

I have been trying since July 1, 2011 to get my mortgage held by Citimortgage modified. I have a ridiculously high interest rate (8.5%) and now am on fixed income. A reduction in the interest rate would allow me to make my monthly expenses. Also I cannot get my second mortgage modified until the first is modified. The mortgage modification department contacted me ONLY after I complained about the horrible service I was getting when I tried to proceed with the request by phone. That is another book to write about. Then I was told I would have ONE point of contact to proceed with the modification request. That has been mostly a lie--despite the law. While theoretically I have the name and number of my "modification specialist", in fact I can never reach her directly, and when I am told she will call me at a specific time another day, I have only received one phone call at a scheduled time. This week I received a request for more documentation--documents which I had sent over three weeks earlier. Before that I was asked for a document without which the underwriters could NOT make a decision, I was told. If that was the case why was I not asked for that document when the original bundle was requested?? The delays and document requests are EXACTLY what is described daily on the radio and in financial blogs like this everywhere. Citi is living DOWN to the expectations of the public in dragging this process out unconscionably long. I am now so financially pinched that I cannot make my mortgage payments on the first of the month and still Citi keeps asking for more papers. As you can probably tell, I am so frustrated by this experience that I do not know what to do next. I have to laugh when I read things like that USA Today article about Mr. Das trying to help people stay in their homes. It is all corporate bullhockey... not once other than the solicitous phone call I received in response to my negative service rating has anyone at Citi made an effort to help move this process along in some sort of timely manner.

Comment from Frank and Dora on 2011-12-06

2011-12-06T21:07:20Z

Dear Mr. Sanjiv Das, I have tried unsuccessfully to contact you or somebody at your office. My dilemma is that I was involved in a very bad car accident and consequently had to have surgery on four levels in my neck. My father in law has prostate cancer and my father is going to the Mayo clinic in Scottsdale Arizona for a cancerous tumor on his pancreas. My wife teaches kindergarden at a low income school in El Paso, Texas, and we have 4 beautiful children. I fell behind on my mortgage and seeked assistance from Loss Mitigation for a loan modification. While the loan modification was being processed, one of the forms was lacking a seal from the notary public. I had to get the form stamped and sent over to the Loss Mitigation team. Due to this delay, I asked the representative for an extension on 10/28/11. She put in the request but was involved in car accident and never notified that it was denied. Nobody at CitiMortgage took over the case nor did her Supervisors or Manager contacted me. On November 16, 2011, a Vice President named Larry Baumann in St. Louis Missouri approved our loan modification. On November 23, we received the completed modification agreement and "that no further action is necessary". On Saturday December 3, the postman delivered a certified letter with a notice to vacate. I called the representative and she was just as surprised as we were that the house had been foreclosed on. She immediately let me know to fax her the letter because she could not see it on her file. She returned our call on Tuesday December 6,2011 stating that she was going to escalate it to Recovery and REO for assignment. My question is why were we never notified by anybody at CitiMortgage that the extension was not granted and why was our modification not approved until on 11/16/11? I have tried reaching out to the REO and recovery department on what options we have available, and who at CitiMortgage can help us save our home? Due to all the confusion and extinuating circumstances, I am dutifully requesting a call back from somebody at Mr Sanjiv Das office to point me in the right direction. Sincerely, Frank and Dora

Comment from Susan on 2011-12-06

2011-12-06T14:51:43Z

I am a NJ Realtor , and I have been trying to get a short sale approval for several months. The house went on the market in Aug and we had an offer within a couple of weeks. It is a CASH offer OVER asking price. It has been 4 months and still no answer from your negotiator. The cost of this house is approx 100.00 in taxes insurance and utilities per day not to mention the overhead you are paying as well.
The negotiator is Montrice Williams. Please call me - I am not getting anywhere.

Comment from pena on 2011-12-05

2011-12-05T20:27:16Z

My family commutes 2 to 3 hours everyday from our house to the kids daycare to work. We feel that the time of this commute that the kids have to endure is not good for them so we decided to purchase another property closer to the daycare. We went into contract Nov. 11 at which point the lender had the property address. On Nov. 29, we found out from the lender that they will not provide the loan as a residence, but rather an investment property significantly raising the rate. We are supposed to lift the loan contingency on Dec. 8th, and close on Dec. 15th, so this left us with only 9 days before the loan contingency is to be lifted. This is not enough time for us to get another lender. We even provided them with a letter explaining why we were purchase the new place. And we had signed a certificate for the seller stating that we would live in the property otherwise they would not sell to us. We provided that to citi and they said it didn't matter. We feel they are saying we are lying about living at the new place and we can submit anything to proove otherwise. We feel force to go with citi now as we don't have time to search for other lenders as we need to release contingency in 4 days. Which has already been extended once. I have used citi in the past and have been a costumer for about a decade. We are going forward with the rental/investment rate out of fear of loosing the place. But would like citi to honor their original Good Faith Estimate. We are looking for a way to do this... and will be looking Fair Lending practices and I am looking for the CEOs information. Any help you can provide would be appreciated.

Comment from carolyn marshall on 2011-12-02

2011-12-02T14:39:43Z

Lesley, I apologize for the experience. I've forwarded your comment and email to one of our managers. Someone will be in touch soon.

Comment from RANDY SCOTT RE / MAX on 2011-11-30

2011-11-30T21:37:11Z

Hello, I am ome of the professionals trying to help overcome the nightmare we all share. I have a listed home that has an offer and has not been to a sale yet. The sale date is coming in a week and the represntatives for the short sale which we have provided all the necessary information to has told me they will not postpone the sale. I am not new at this. There is REALLY no reason this can not be done. Your industry along with investor groups keep saying you want no more foreclosures yet here I am trying to stop one and having the door shut in the face of all the involved parties. I called to get an escalation and was told they could only send an e-mail to a manager. The lady said the manager will get back to me when they can. That is really not good enough. I work not only for the owners but for you and your investors to minimize losses and help turn this bad market back right. Impossible when decisions are made that make the situation worse. Please e-mail me with a contact for someone who can actually take appropriate action. I do not have a better contact than you. Thanks

Comment from Lesley on 2011-11-23

2011-11-23T18:00:52Z

In response to Maria Vinces comment of 11/18/11. I Have the same problem Citi states that they paid local taxes on my account. We paid large amount to get current on 10-31-11. we were told these payments would bring our monthly payment to our normal payment. They had us paying more than double. We have not experience anything but trouble since your company bought our mortgage (our mortgage is 21 years old and we never had problems with the SBA) . We had trouble last year when your company did not post our checks to our account AND YOU TRIED TO FORECLOSE. This caused our credit score to be lowered even though you had our payments. i finally got copies of the canceled checks to prove we did not owe back payments. But it was turned in on our credit as though we were late. So this year you come up and say we owe you for flood insurance. Twenty years ago when we built the house we had a letter from FEMA releasing us from having flood insurance. So i did not think we needed flood insurance. i was in the process of disputing this need and your company put us straight into collections and starts to threaten to foreclose on our property again. We owe less than 5 thousand dollars on the mortgage. i am starting to believe this is some sort of harassment to get me to pay off early. I know this was an SBA loan that was sold to several companies before you ended up with it and you probably got it at a discount. but why HARASS CUSTOMER that are so close to finishing out their obligation.i have since found out that the flood zone has been changed and we do need the flood insurance and that is why i paid the escrow. I have a receipt for my taxes.We do not owe anything more than our regular monthly payments. The people we talked with on 10/31/11 stated that once we made those payments we were current and as long as we paid our taxes our payments would be what we signed the mortgage for 20 years ago. As of 11/4/11 we started getting threatening phone call and letters from your company. AGAIN you have sent reports of bad credit to the reporting bureau. I do not think its right that you can turn in bad credit while we were in dispute. we made our regular payments to your company.We have never missed a payment but your company has given us nothing but trouble.

Comment from carolyn marshall on 2011-11-23

2011-11-23T15:03:35Z

Gary, thank you for following up. I apologize for the delay. I contacted the REO team about your inquiry, and found out that Lisa contacted you with the information you needed.

Comment from carolyn marshall on 2011-11-23

2011-11-23T15:01:18Z

Jocelyn, I'm sorry you feel that way. We are committed to helping customers stay in their homes, but unfortunately that is not always possible. I've forwarded your email and comment to our Homeowner Support team. Someone will be in touch to get some additional information. Thank you for the post.

Comment from carolyn marshall on 2011-11-23

2011-11-23T14:59:44Z

Hi Maria. I forwarded your information to our Escrow department. I understand that Tina was able to provide the documents you needed, as well as her direct number in case you need additional assistance. I sincerely apologize for the earlier experience you had with Citi. We appreciate your business. Thank you for the post.

Comment from carolyn marshall on 2011-11-21

2011-11-21T21:01:15Z

Mary, I apologize for the experience. I forwarded your information to our Homeowner Support team and understand Les was able to assist you. Thank you for contacting us.

Comment from carolyn marshall on 2011-11-21

2011-11-21T20:53:49Z

Thank you for your post, Chris. I've forwarded your comment and email to somone that can assist you. You should heard from someone soon.

Comment from carolyn marshall on 2011-11-21

2011-11-21T20:38:56Z

Thank you for the post Arthur. The intent of our contact is not to harass, but to be proactive in offering assistance. While customers have a grace period prior to accruing a late charge, the payment is still due on the due date. When payment is not received by the due date, we contact our customers to determine if there is something we can do to help them avoid from getting further behind. I have forwarded your comment and email address so someone can contact you directly.

Comment from Maria Vinces on 2011-11-18

2011-11-18T12:34:17Z

Citi Mortgage has made a series of payments to my city for what they claim was city taxes, when I spoke to the city they have no record of the payment yet citi mortgage is charging me for the money the citi never received. When I call them to ask for a copy of the check they are going to take 30 days to find proof in the mean I owe delinquent charges for no reason at all. It's a fiasco working with citi mortgage employees on the phone they are rude and unprofessional it's a nightmare trying to get anything resolve. AWFUL CUSTOMER SERVICE

Comment from Jocelyn Shoemaker on 2011-11-17

2011-11-17T16:23:19Z

When citimortgage is hiring people, I swear they will only hire the meanest of mean!! Then, when those mean people are hired, they give them even more training on how to be meaner, what the best swear words are to use on people and the best scare tactics!!! DO NOT EVER BELIEVE that citimortgage will try and help their customers avoid foreclosure. They will no doubt offer options all right, but they are so unrealistic, that if you could pay the crazy high amounts they ask for to bring your account current, you would not be in the unfortunate situation that you are in. Many factors have contributed to this major problem for my parents. From a massive stroke, to a loss of income, an extremely high increase in the taxes to not missing a payment, but only paying what they could that particular month. The home is worth much less than what the mortgage is for, so selling is not an option at this point. My parents have tried everything that they possibly can with them. They have put up with more rudeness from these "I could care less with what happens to you or your home as long as I am getting my paycheck" attitude employees. Yesterday 11/16/2011, my mom called to make her payment, she was told they could only accept payment if it totaled 3 monthly payments, nothing less. My mom explained that she and my dad were working with someone for a modification and was told that she needed to continue paying as she has been, keep in mind there were no issues when she made her payment last month. She was given a different # to call when this girl could not get a hold of a supervisor. So this morning, my mom called that # and was told nope, she had to pay 2 months, the system will not accept a regular monthly payment. When you have someone willing to pay you, why not take it from them so it gets added to their account?????? So now my parents who are almost in their 70's, will most likely lose their home and have to file bankruptcy. It is only my sister and I in our family and we have helped them out as much as we possibly could. Our only resort now, is this sort of forum, take it to their local politicians, and other media so that others can see how rotten of a company citimortgage is!! Unfortunately for my parents their loan did not originate with citi, it was sold to them, which is sort of like being sold to the devil. She has been told on more that 1 occasion that since the loan did not originate with them, there is not a whole lot they can do. I do realize the chances are that whoever reads this at citi will have a good laugh, maybe even high five an employee next to you and say "HA,we are screwing another one", and will type your token phrase "I apologize for your parents experience with citimortgage. I have forwarded your email address and comments to our management team." But maybe, there is a very caring person on the other end of this that loves their parents as much as I do and would hate to see them go through this or be treated the way my parents have been treated. I know it is too late for any thing to help my parents accept for maybe bankruptcy, but please, get the message out that there needs to be a better way of treating people and helping people that truly deserve the help and are not trying to screw the system.

Comment from Gary Wall on 2011-11-16

2011-11-17T04:47:45Z

You answered my initial blog stating that you would be in touch with me and that was about a month ago and I have not heard back.

Comment from Chris Denny on 2011-11-15

2011-11-15T11:47:32Z

Dear Sir, We can not get access to our account online anymore, my wife filed bankruptcy and I did not. However because the paper was late getting in after the close of the case, your rep tells me that because of that, we can't get online access to our account? She was unwilling and I guess unable to explain it. I just don't understand that logic in anyway, please explain. Thanks, Chris

Comment from Mary Jester on 2011-11-14

2011-11-14T19:47:43Z

To Whome It May Concern: For the last 9+ months, I have had many, many problems getting correct information from your company. I have been a lendee for over 8 years with your company. For 7+ years I have had a perfect payment history and perfect credit score. This last year I was out of work and asked CM in March if I could obtain a loan modification. After numerous calls and much paperwork submitted over the next few weeks, I was told by CM to "sit tight" until it was approved (I have all calls, emails, info, fax's - etc. documented.) After waiting 2-3 months thinking I was in loan mod - having been told that - I came home to a "foreclosure noitice" just 3 weeks away. I couldn't believe it... I sat down and cried. I had done everything CM had asked, and was the "victim" of an unequipped rep(s) from CM. Finally, after much effort on my part (and acknowledgement on CM's part of mishandlingS) I was instructed to work with Jonathan Semien in your HOA team (I believe that was his department.) I was also cc'ing F. Eliason in which deparment I am not clear - legal perhaps - as I found his email address on a website of numerous people who were going through what I was with CM, and Frank was offering assistance... and he did for awhile.
Without going into all of the details, Jonathan (who really was the most efficient and knowledgeable person I had dealt with at CM) left your company; the person who is now in his place hasn't a clue about my history (sent 2 different Forbearance agreements within one week for the same term which are completey different; wouldn't take my last payment even though she did the month before and I had to make numerous calls for SOMEONE to take it; and has stopped returning calls and emails.) Frank has stopped communication as well.
I received a message from L. Morgan in the (your?) office last week, apologizing for the way my situation has been handled (there are many, many instances not listed here, but it's in the double digits how much mis-information and plain bad information I was given along the way.) I returned his call but I have not heard back from Mr. Morgan after leaving him a v/m (2 actually) 5 days ago.
*To recap: I was told I was in Loan Mod when I wasn't; I was told I was eligible for an "unemployment loan" which never was the case; I am on a forbearance term now for Oct/Nov/Dec (the one with 2 different "contracts";) the last payment for this term is Dec. 7 - which I was told by Mr. Eliason is now my current foreclosure date (until I find out about my "2nd round" request for a loan mod - which Mr. Semien said he saw no reason why now it wouldn't be approved.) I have asked "why would I make a payment on the same day the (temporary?) foreclosure date is scheduled - this must be a mistake... please confirm." This question has been asked numerous times and has fallen on a number of "deaf ears" and has received no response. This is just a snapshot of many, many interactions. I believe Mr. Morgan is aware of the history here and is why he called last week - to offer assistance. But now, I have spoke with no one in 5 days with a foreclosure date "looming." I need someone from your company (Mr. Morgan, or someone "higher up" than who I have been currently been dealing with, as it has again, been acknowledged by your company now a number of times "that's not correct, you were given bad information.") I just need someone who really knows what they are talking about to communicate with, and find out what is really going on, and make this "right." I have done everything CM has requested every single step of the way and am at "wits end." Everything is documented. I will not lose my home because I was given bad information "every step of the way" - I will do whatever it takes as this was not "above board." BTW - I have not used full names of the CM employees (except Mr. Semien) above out of respect, but am happy to convey them privately. I am regretful too that this has to be displayed on a forum that is public, but I am going through every avenue possible to get this resolved. I am also being advised now by outside counsel in this matter who will take over communication on my behalf shortly if this is not resolved asap. I hope to hear from someone today. Thank you, Mary Jester

Comment from carolyn marshall on 2011-11-11

2011-11-11T22:11:30Z

Sarah, I apologize for the experience. I've forwarded your email address and comment to our management team. Someone will be in touch with you soon.

Comment from carolyn marshall on 2011-11-11

2011-11-11T22:07:42Z

Nanny, I'm very sorry about your experience and that we were unable to help you. I've forwarded your email address and comment to our management team. Someone will be in touch with you soon.

Comment from carolyn marshall on 2011-11-11

2011-11-11T21:58:25Z

Hi LaVerne. The intent of our contact is not to harass, but to be proactive in offering assistance. When payment is past due, we contact our customers to determine if there is something we can do to help them avoid getting further behind. I have forwarded your comment and email address so someone can contact you directly. Thank you for your post.

Comment from carolyn marshall on 2011-11-11

2011-11-11T21:57:27Z

Thank you for your inquiry. I've forwarded your information to someone who can assist with REO property. Please keep in mind that if CitiMortgage does not own the loan, and was just servicing it for an investor, that we may not be the party listing the property for sale.

Comment from carolyn marshall on 2011-11-11

2011-11-11T21:52:50Z

Cythia, thank you for contacting us. I apologize that your interactions with us were not up to your expectations. I forwarded your comment and email address to our Homeowner Support Team so they could contact you directly. I understand they have not received a response from you yet. If you still need assistance, please let us know.

Comment from carolyn marshall on 2011-11-11

2011-11-11T21:50:35Z

Thank you for the post. I forwarded your information to somone that could assist you with your refinance and understand they were able to resolve the issue for you. I apologize for your experience; we do appreciate the opportunity to serve you.

Comment from carolyn marshall on 2011-11-11

2011-11-11T21:45:17Z

Hi Darwin. I can't go into the specifics of your account here, but I do apologize if your interactions with us were not up to your expectations. I've forwarded your information to one of our Homeowner Support Specialists so they can contact you directly at the email you provided to discuss your situation. I appreciate your point of view. We strive to do all we can to help homeowners avoid foreclosure, but please understand that the approval of a modification is not always up to us. If the loan is owned by an investor, the modification request must be approved that investor. I wish you the best of luck. Someone should be in touch with you soon, if they haven't already.

Comment from Arthur B. CARDEN on 2011-11-10

2011-11-10T14:43:12Z

I am receiving DAILY CALLS from CITI MORTGAGE rep (area code is 636) saying we notice your mortgage has not been paid on or before the 1st of November....and we are wondering why(?)....and what is my problem(?)
I have NEVER received such calls from, CitiMortgage. Two calls were placed on Monday the 7th to my home telephone and one call placed yesterday to my cellular phone-November the 9th. Historically you can see I always pay my mortgages....and am feeling harrassed by CitMortgage. PLEASE STOP THESE CALLS. I do not desire to receive harrassing telephone calls from CitiMortgage.

Comment from Sarah Stevenson on 2011-11-07

2011-11-08T01:41:18Z

Please help me as I am only asking for what I understood had already occurred when I completed all the requested information back in March of 2010. I am not asking for any mortgage assistance as I am very pleased with the modification that has been approved. Citimortgage is my lender since I bought my home in 2008. Since that time, I got divorced from an abusive man and a very unhappy marriage. At the time of the divorce I was ordered by the court, as I was granted the home, to release my ex husband of any liability for the mortgage. I contacted Citimortgage and went through what I understood were three processes. I sent a quit claim deed with the understanding that the document would only remove his name, but not his responsibility if I were to default on the loan. In addition, and because the quit claim deed only removed his name, I was asked to pay $900 for the Release of Liability to be processed, so that he would have no responsibility for the loan.Lastly, I then modified the loan so that I could afford it on my own. I am sure you have heard what a difficult process that is. I have 3 young children, and even with the modification, I struggle each month, but I pay as scheduled and agreed. I am hearing from my ex husband that he has not been released from the loan, as it is showing up on his credit report. I have contacted Citimortgage numerous times for clarification. I also checked to be sure the $900 check was processed, and it was. I have been told numerous times that he is no longer responsible for the loan, that he has been released of liability. I even asked a supervisor last week, if I were die or default on the loan, is he responsible? She assured me several times that he is not at all responsible and that he has been released of liability. Whenever I request documentation for this, I do not get what I am asking for. After this representative in a supervisory position told me that he was released of liability and assured me that he has no responsibility whatsoever if I defaulted, she sent me a letter stating that his name has been removed but that he is in fact responsible if I were to default. As you can imagine, I was shocked. So I called again.Today I learned that the release of liability was never processed by Citimortgage, even though I had been told numerous times that it had, and that he is released of liability. I am learning today that I have to complete the documents again and provide any required information. I will do that, as I am apparently in violation of a court order, which I was unaware of until today. The reason I am writing to you, however, is because I am being told that it is highly unlikely that the release of liability will be approved due to my doing it after the modification. I was aware of that at the time I sent the $900 check and understood that the Release had to be done prior to modification, so I followed the protocol. I followed all the instructions by Citimortgage at the time, so that I could have him released, then modify the loan. Today I am told, that due to failure on the part of employees at Citimortgage, and miscommunication to me, I may not be approved for the Release that I thought had occurred in the first place. I am a single mother of 3 children and work as a social worker full time for a Hospice company. I am very concerned that Citimortgage is going to place me in a position where I will have to refinance (with another company for obvious reasons as I will have lost faith with CitiMortgage all together), when I am only able to pay my mortgage because of the modification that CitiMortgage granted me. I am failing to understand how I can be told so many times that this was done, when it in fact was not, and now puts me and my family in financial jeopardy, in addition to one who violated a court order unknowingly. I am very hopeful that you will provide assistance in approving me for the Release of Liability (ex husband to be released of liability is XXXX XXXX), so that I can put this to rest, continue to pay my mortgage as agreed in the modification, and be in compliance with a court order. Please help me as I am very concerned about this matter. I have mailed you a paper version of this letter with my account information included. Sincerely, Sarah Stevenson

Comment from Nanny on 2011-11-03

2011-11-03T17:54:54Z

If I had to say how many times I was happy, satisfied with your company and your "customer service" I would have to say never. After calling, I am switched to an overseas :customer service" agent, Not only can I not understand what they are saying, they don't know their ass from a hole in the ground. If you are fortune enough to get an agent from the actual USA., no one person can help you with anything unless they are trained for that particular area. No cross training here.After being transferred , somehow you lose connection, on purpose? is THERE ANYONE OUT THERE THAT WOULD LIKE TO PURCHASE MY LOAN?

Comment from LaVerne Barron on 2011-11-02

2011-11-02T19:06:31Z

I am one month behind on my mortgage however, every month I send money extra on the back to catch up. I receive calls all day long one after the other even on Sundays. I was told this will continue as long as my account is in the rear even if I am paying extra every month . They send letters by UPS to sell my house and names of people to call. This harassing is causing me medical health problems. Please help.

Comment from carolyn marshall on 2011-11-01

2011-11-01T20:33:57Z

Hi Grace. I apologize for the experience. I have forwarded your inquiry to someone that can assist you. They will be in contact with you soon, if they haven't done so already. Thank you for your post.

Comment from carolyn marshall on 2011-11-01

2011-11-01T20:29:57Z

Roger, I have forwarded your information to our Homeowner Support team so they can contact you directly. Someone will be in touch with you, if they haven't done so already.

Comment from Kitty on 2011-11-01

2011-11-01T20:08:42Z

This home has been for sale of 220 days. The owner tried to sell it as a short sale. I put an offer on the home Friday, October 28, 2011 for $XXXXX. I looked at the home 2 months ago and tried to make an offer and was told there was a short sale contract on the house and no one would allow me to put another offer on the property. My realtor discovered Thursday the short sale offer was countered and we put in an offer at your counter offer of $XXXX. Now I am told the person who could have accepted my offer did not punch the correct button and the home went to the courthouse steps today as I write this email it is being auctioned on the court house steps. Your company could have saved yourself a lot of time and money if you had taken my offer. I am prepared to close as soon as possible and I want the house. You are still in a very good position to save some expense and recoup some of your loss with this mortgage if you would be willing to stop the red tape and accept my offer of $XXXXX. The house is currently sitting empty and the front door has been kicked in. Wouldn’t you rather sell it to me and not let it be vandalized even further. I have been in the mortgage business with some of the top lenders in the country for the past 30 years. I know the business. I also know things are not going to change in this country until some of these same lenders do the responsible thing. I am counting on you.

Comment from carolyn marshall on 2011-10-31

2011-10-31T21:14:06Z

Sergey, I'm sorry we weren't able to help. I'm forwarding your comments to our management team. Someone will be in touch with you soon.

Comment from carolyn marshall on 2011-10-31

2011-10-31T21:11:42Z

Tina, thank you for being our customer. I'll forward your question to someone who can provide the answer.

Comment from carolyn marshall on 2011-10-31

2011-10-31T21:07:44Z

Kim, my apologies for your situation. And we do appreciate having you as our customer for more than 8 years. I'm forwarding your information to someone who should be able to assist you

Comment from carolyn marshall on 2011-10-31

2011-10-31T21:03:54Z

Josephine, we do read every comment posted on this blog and do our best to respond to every one. I'm forwarding your information to our Homeowner Support Team, who should be able to assist you.

Comment from carolyn marshall on 2011-10-31

2011-10-31T20:57:25Z

John, my apologies for the experience you're having with Citi. I will forward your information to someone who should be able to help you. Thank you again for being our customer.

Comment from carolyn marshall on 2011-10-31

2011-10-31T20:55:23Z

Donna, I'm sorry about your experience with Citi. I'm sending your information to someone who should be able to help.

Comment from carolyn marshall on 2011-10-31

2011-10-31T20:48:22Z

John, I'm very sorry about your experience. I have forwarded your information to our Homeowner Support Team, who should be able to help. Again, my apologies.

Comment from carolyn marshall on 2011-10-31

2011-10-31T20:46:12Z

Nick I'm very sorry you feel this way. We are committed to doing our very best to help our customers. I have forwarded your information to someone on our Homeowner Support Team. Someone will be in touch with you soon, if they haven't done so already.

Comment from carolyn marshall on 2011-10-31

2011-10-31T20:44:26Z

Pamela, I understand your concern and am sorry for your experience. I've shared your comments with someone on our Homeowner Support Team that can assist you.

Comment from carolyn marshall on 2011-10-31

2011-10-31T20:42:12Z

Hello, Lana. Thank you for your post; I've forwarded it to someone who will be able to help.

Comment from carolyn marshall on 2011-10-31

2011-10-31T20:27:00Z

Thank you for getting in touch with us, Gary. I've forwarded your request to someone who can help.

Comment from carolyn marshall on 2011-10-31

2011-10-31T20:25:59Z

Kevin, thank you for your post. I've forwarded your information to someone who can help. If you need any other assistance, please don't hesitate to ask.

Comment from Cynthia Wyrick on 2011-10-30

2011-10-30T15:53:39Z

I was not behind in loan payments until I applied for a HOME AFFORDABLE MODIFICATION PROGRAM through Citimortgage in 2009. In Aug. 2009, I was instructed to lower my payments. In Oct of 2010, with no notification at all, I received a foreclosure notice. I sent $XXX to Citi in order to stop the foreclosure procedures. Now Citi has stopped the loan modification process and I am told that I owe the attorney fees. I asked that they be waived and Citi said we would have to talk to the foreclosure attorney. The attorney told me they had already been paid so Citi could waive the fees if they wanted to do so. Freddie Mac owns my loan but when I talked to them they only referred me back to Citimortgage. I can’t tell you how many persons I have talked to at Citimortgage and how many different stories we have been told. The online message in my account dated 10/21/10 stated…We received your complete modification documents. Continue to make future payments as directed. I have worked any kind of job I can to survive. Unless my payments can be lowered, I doubt I can continue to make her payments. A lowering of her interest rate would help keep me in my home and Citimortgage would at least have that income. My home could not be sold today for what I owe on it. I really don't expect your company to take any kind of action because in my opinion what Citimortgage has done is thievery.

Comment from Leah Anne DeBold on 2011-10-28

2011-10-28T22:34:02Z

It's official, Citimortgage has the worst customer service of any company I have ever dealt with!

Comment from Darwin Schocke on 2011-10-26

2011-10-26T23:51:08Z

I talked to 5 people in your customer service dept. last night, all they could do was and let me quote here, "is take your information and hit the "SUBMIT' button. that's not customer service, that's garbage.Your approval/disapproval dept. is a 'SUBMIT' button?

Comment from Darwin Schocke on 2011-10-26

2011-10-26T23:43:24Z

The reason I ask, is because I really need to know if you want to have another foreclosre or work with me in lowering my interest rate. I cant refinance, house is not worth what I owe. So, do you want another foreclosure or help me lower my 7.85% interest rate?

Comment from Darwin Schocke on 2011-10-26

2011-10-26T23:40:09Z

I'm not making next months payment. Gonna get in touch with me now?

Comment from carolyn marshall on 2011-10-26

2011-10-26T20:16:35Z

Sorry for the delay Josephine. I forwarded your information to someone that can assist you, and asked that they contact you at the email address you provided. Thank you.

Comment from carolyn marshall on 2011-10-26

2011-10-26T20:07:10Z

Thank you for your questions; I've shared them with someone who should be able to help. If you don't hear back soon, please let me know. Thank you.

Comment from carolyn marshall on 2011-10-26

2011-10-26T19:59:20Z

I appreciate your frustration. I forwarded your comment to someone who should be able to help. By now someone should have made contact with you directly, but if not please let me know. Thank you.

Comment from carolyn marshall on 2011-10-26

2011-10-26T19:49:42Z

Thank you for your post. I forwarded your information to our mortgage specialists, who should be able to help. Thank you.

Comment from carolyn marshall on 2011-10-26

2011-10-26T19:28:11Z

I'm very sorry for your experience. I've sent your information to someone who can assist you.

Comment from carolyn marshall on 2011-10-26

2011-10-26T19:25:24Z

I apologize for your experience. I forwarded your information to someone on our Homeowner Support Team, who should be able to help.

Comment from carolyn marshall on 2011-10-26

2011-10-26T19:19:15Z

Thank you for your post; and I apologize for the experience. I forwarded your information to someone on our Homeowner Support Team, who should be able to assist you.

Comment from ROGER on 2011-10-25

2011-10-25T04:20:58Z

YOUR COMPANY LEEDS PEOPLE ON THAN SCREWS THEM MY BROTHER HAS BEEN TRYING FOR THREE YEARS TO GET HIS LOAN MODIFIED THEY TELL HE QULAFIEDS THEM HE NEVER HEARS BACK AGAIN THEY TOLD HIM HE HAD TO BE BEHIND IN HIS PAYMENTS TO GET THE LOAD MODIFED THEM THEY TELL HIM THEY WILL NOT MODIFIED THE LOAD AFTER THEY TELL HES GOOD TO GO YOU NEED TO GET ONE PLAN TO STICK TO OR GET PEOPLE THAT DONT LIE TO YOUR CLIENTS MY BROTHER BECAME DISABLE THEY HAVE SUCKED THE MONEY OUT OF HIS SAVINGS YOU NEED TO TAKE CARE OF THIS NOW.

Comment from Grace Garcia Yocom on 2011-10-24

2011-10-24T17:32:23Z

i am a hispanic woman trying to send your company money and you are making it sooooo difficult!!! i wish to make 2 payments on my mortgage per month. CITI wants to CHARGE ME TO DO THIS WHEN I CAN DO IT FOR FREE THROUGH MY INTERNET BANK!!! so, i set it up with my internet bank but called CITI to make sure this was gonna be ok...and i was told NO!!!!! in this day and age where people are just not paying their mortgages, why are you making it soooo difficult for me...someone trying to pay???? i want to make twice monthly payments, and i want CITI to properly credit the payments. is this too much to ask?????!!!!!
AND, TO MAKE IT WORSE, I HAVE NO WAY TO REACH ANYONE EXCEPT THROUGH THIS BLOG. CAN SOMEONE PLEASE HELP????

Comment from Sergey Istratov on 2011-10-19

2011-10-19T15:13:07Z

To: Sanjiv Das

Dear Sir,

We have Citimortgage 6 years and we are Golden members of Citibank in Fort Lee, NJ. The bank told us, that we can to refinance our mortgage. We applied and than came appraisal fraud. Our apartment was downprised for XXXXX-XXXXX (you can't find in the market sold luxury apartment with more than 1000 sq.ft. in Fort Lee, NJ less than XXXXXX, but they created XXXXXX). We made appeal, but this appeal was sent to the same company, who made appraisal, to be checked. After that we got verbal negative answer. I can see, that Citimortgage worked against clients, you order necessarily appraisal and refuse the good client. Your company works against middle class and against government, against our country. For you is better to loose client, than to loose $XXXX for refinance. Go to Wall street and see, what you made with the country.

Sincerely yours,
Family Istratov.

Comment from Tina Witham on 2011-10-17

2011-10-17T21:21:50Z

Hi Sanjiv, I'm helping my elderly parents to refinance their investment property & lower monthly payment. Citibank loan people seem reluctant to help and respond. After 17 days & much prodding, the loan officer says their application is rejected per underwriting due to low income ratio. Their loan request: $XXX 5/1ARM, income $XXXX/month with no other payments, fully paid primary residence ~$XXXK and cash accounts ~$XXK, and v. good credits. It seems as if Citibank policy discourages small loans and low income (even with good credit) clients. I've just refinanced my own mortgage with Citibank & got relatively better service. Would you be able to help my parents' case? Many thanks.

Comment from Josephine on 2011-10-17

2011-10-17T14:07:48Z

This is my third time sending in a comment and so far I have heard nothing back from Citi. You say "you want to help people" but we have not been helped. We are in worse shape than when we started this whole mess in 2009. Our payment will actually be higher than it was. We just want this whole mess to end. We want to stay in our house.

Comment from Kim White on 2011-10-15

2011-10-15T10:54:39Z

I have been a customer of Citi Mortgage for over 8 years now. I was fighting for my life, battling breast cancer, for over a year. With the tremendous costs of healthcare treatment, I asked numerous times if I could have my due date changed to the latter of the month, which would help me out tremendously as I try to manage all of the extra healthcare costs that I am incurring, but no such luck. I do not understand why I would have to refinance my home, which I don't believe that I can at this time, just to change my due date. Each month, I continue to rack up late charges, which are as just as much, if not have exceeded by now, my actual house payment. My credit report sucks because of this. On top of that, there is some other charge that I'm being hit with. I just don't understand. So, when I see messages that the CEO is helping people stay in there homes, which I believe is for those who didn't make payments - well, what about us, who are seriously trying to do the right thing but was dealt a bad hand of luck with a very serious disease. I have friends who have mortgages with Wells Fargo and they were able to change their due dates, without refinancing. They understood and did the right thing. I just don't understand why Citi doesn't help out. Where is the genuine concern for the customer? I am honestly considering, when I am able, refinancing with another bank just to rid myself of this careless mortgage lender! Shame on you for not helping out those truly in need!

Comment from Josephine on 2011-10-13

2011-10-13T19:23:20Z

I already sent in a comment, but it hasn't been posted yet. After reading other people's comments, it seems like Citi does the same thing to everyone. It seems like they want people to default on their loan and give them false promises about interest rates. We were on 3 or 4 modifications throughout the 2 years. All we want is to pay our mortgage and stay in our house. Not once in 12 years were we late on our mortgage and now our credit is horrendous. Now, we owe $XXX more than in 2009 plus we are in foreclosure. They didn't do anything for us. I answered every call from them, gave them ALL the information to them over and over again and now they say they can't do anything else for us. They are keeping our mortgage at 6.875% instead of the 2% they promised us. Our house is upside down. This is a very stressful situation and we just want it to end. It has been such a nightmare.

Comment from John Lewis on 2011-10-07

2011-10-07T15:08:53Z

I am a longtime Citi Mortgage customer with three mortgages and a HELOC. Never a late payment and perfect credit. We are currently attempting to refinance a second home, with more than adequate equity, and have been extremely disappointed in the poor service we are receiving. Our loan processor has no clue and repeated requests to speak with a supervisor have been ignored. My wife and I have been through perhaps two dozen purchase and refinance transactions in the past 20+ years and both of us have worked in the mortgage business. This has been by far the most frustrating experience we have encountered. I would appreciate someone addressing our situation. Thank you.

Comment from Toni Marie on 2011-10-06

2011-10-06T16:15:50Z

I sent a letter to Citimortgage on September 1, 2011 reporting that my bankruptcy had been discharged and that my case was now closed, My attorney told me that a reaffirmation of the loan was not needed so I've requested that they send me normal payment arrangements including the appropriate address in which to mail my October and future mortgage payments. I also asked that my ability to pay on-line be reinstated which would make much sense as e-payments are more efficient for everyone concerned. To date, I have not been provided a response. This has been a most difficult time for me and a light is at the end of the tunnel. I'm able to keep my home yet I'm having difficulty in getting a response from Citimortage on this matter. Could you please help me?

Comment from Donna Welch on 2011-10-05

2011-10-05T20:34:34Z

I am having trouble with your company. I had my payments put on draft. It was to come out on the 30th of the month. They would cancel the draft saying it was getting there too late but they were the ones to set it up the date. Now they have me talking to a attorney because I live in SC (they say it is a SC law). All I want to do is pay for my home. Thank You, Donna Welch

Comment from John Avery Coor on 2011-09-29

2011-09-29T15:49:22Z

Maybe third time a charm? I called Citi in July 2010 to request help. I was current on my loan, and told them I was on Workers Comp Temp. Total Disability and told not to pay for 3 months and call back, I did. I then filled out a loan modification form and sent in all paper work, including the workers comp temp total disability pay stubs, which clearly state on the stub exactly what it is for, and put on a 6 month forbearance payment plan. I was told if I made my payments on time and reduced my bebt payout by $XXXI would qualify. At the end of 6 months I had made all payments on time and reduced my debt payout by $XXX, I again had to fill out the modification application, again sending in workers comp paystubs. After 2 or 3 months of re-applying due to Citi loosing my paperwork or other excuses, NOBODY raised a red flag or even mentioned my workers comp may not qualify, this after a year and many different Citi employees. Then someone comes up and tells me it doesn;t, well great, now I'm behind and Citi doesn't want to take the blame. I have spoken to a couple of Citi employees that told me I should had never been told not to make 3 months payments, Citi had a problem with employees telling customers that and Citi was going to do extra training on this. I was also told nobody should have told me I would qualify if I met certain requirements, again told Citi had a problem with that and was going to do extra training in that area! Plus, after a year or so of the run around I was told workers comp doesn't apply, agian, this after a year or so and many Citi employees telling me it would! Now, Citi wants to put me on another 3 month forbearance plan that will put me deeper in debt and closer to foreclosure! Does Citi want my house that bad? And to top it off, I was hung up on by a loan litigation agent! All I want is to go back before I ever called, move the past due back and let me start making my regular payments again! No, thats a loan modification I was told! HOW, just take the blame for putting me in this situation and fix it! I for the life of me can not figure out why Citi treats their customers like this! The three major point are

1. I should have never been told not to make 3 months payments and then call back.
2. I should have never been told I would qualify if I met certian requirements.
3. I SHOULD HAVE BEEN TOLD AT THE VERY BEGINNING, WORKERS COMP DOES NOT QUALIFY!

I would have stopped the whole procedure at the beginning had I been told that!

Comment from nick on 2011-09-28

2011-09-28T20:18:41Z

DO NOT USE CITI MORAGE THEY DO NOT HELP U THEY REATHER FORCLOUSE YUR HOME THEN LOWER YUR PAYMENT TO HELP U STAY IN YUR HOME .......ITS SAID SO MANY ABANDED HOUSE NOT SELLING BUT TAKE MORE HOUSE AND LET THEM SIT WITH NO 1 IN THERE ........HELLO WERE IS THE HELP FOR THE HOME ONWERS ???????????????? U TAKE HOUSE AND CANT SELL THEM Y NOT HELP THE PEOPLE LIVING THERE

Comment from Pamela Campbell on 2011-09-28

2011-09-28T19:21:59Z

We have closed, on our side, on a home owned by Citi Mortgage, a foreclosure, in Independence, MO. My husband, Paul Campbell & I, closed our side of the loan on Friday the 23rd of Sept. We were going to be charged $100.00 per diem if we did not close on time but Citi Mortgage has not signed a document they have signed with the title company several times but now have decided that it is time to have their lawyers review it. The paper needs to be signed by Citi Mortgage, and was sent way before closing; this paper needs to be signed because Citi Mortgage is making over 15% off of this sale. Why are they not closing their side of the sale?
You would think that they would be thrilled that they are actually making money on a foreclosure instead of losing money. Please explain. Pamela Campbell

Comment from Lana Graf on 2011-09-28

2011-09-28T19:06:33Z

Dear Citimortgage Executives! YOU have a systems issue with online payment using a debit card. I had experienced it in early July but thought nothing of it because it was online via debit card, things happen, systems fail. I made an over-the-phone payment with a rep. mid July and it went through. (Leaving me one month behind on monthly payments) At the end of August I made a payment with my debit card with a rep, got a confirmation number and thought everything was fine. I never checked my bank account to see if it went through. Last week and made a payment online with my debit card. I realized my account balance was not as low as I expected so I went online to check the status - it failed. I made a payment with my debit card yesterday and it failed as well. I called my bank, they checked and never saw a data dip for the payment amount of $XXX. I called CitiMortgage and talked to a rep and they told me I was 3 months behind and that I received a letter? They said I could not make an over the phone payment, that my debit card had a limit and that I would need to MAIL my payment to Iowa to a PO Box. When I asked to speak with a supervisor the reps said no one can help me, I have to mail in my payment. I located my August payment confirmation number and scrubbed through my checking account to find the withdrawal - it was not there! I called CitiMortgage again. The rep transferred me, I gave my information and asked to have the confirmation number looked up - I was put on hold and disconnected. I called back, spoke with another rep - she confirmed the confirmation number payment had failed. I have no emails, no letters nothing indicating the payment failed. Only emails that said "payment confirmation".
I took one more chance at an online payment with my checking account information instead of my debit card (its the same account!). It said completed, I got the standard "payment confirmation" email. I checked my checking account and did not see the payment was completed until this morning. Today I have an email "payment applied". Seriously! I realize I am accountable for payments and late fees - I get that! But when I make a payment and it fails I expect CitiMortgage to send me an email "payment failed" or something!!! Please fix it ASAP. I need to know when my payments fail, I need a notification that it failed, and I need to know someone in your corporation cares about people like me who are trying to make payments and keep caught up. On my wishlist: I would like to be able to do a direct deposit from my paycheck to my CitiMortgage account for payment every payday (every 2 weeks). It would mean the world to me if we could do a direct deposit payment. What do we need to do to get this setup?

Comment from carolyn marshall on 2011-09-28

2011-09-28T17:06:26Z

Hi Judy. I forwarded your information to someone that could assist you, and understand he was able to make contact with you to address your questions. Thank you for the post.

Comment from carolyn marshall on 2011-09-28

2011-09-28T16:59:08Z

Hi Barry. I apologize for the experience. I forwarded your inquiry to someone that could assist you and by now you should have been contacted. If not, please let me know.

Comment from carolyn marshall on 2011-09-28

2011-09-28T16:46:56Z

Thank you for reaching out to us. I apologize for the experience. I forwarded your information to one of our Sales Managers. I understand she was able to assist you with getting your loan closed. Please let me know if there is anything else I can do to assist you.

Comment from Gary Wall on 2011-09-22

2011-09-22T14:55:35Z

I am in the midst of attempting to purchase a home in foreclosure. It is run down and going to be condemned if it is not fixed up soon. I have an accepted purchase offer on this duplex that is less than what is owed on it. I am trying to get into contact with someone that can make a decision on this matter. Please help.

Comment from Kevin on 2011-09-21

2011-09-21T13:27:10Z

I have been trying to purchase a reo foreclosed property from the Citimorgage Real Estate Agent for two months and have gotten no where. This house has been sitting with the agent for nearly a year. I made my first bid and it was too low, the agent stated that the bank want $XXX, so I offered $XXX and still waiting on a reply three weeks later.

Does this process usually take this long, or is this agent not submitting my bid?
Does anyone have any advice of how to purchase this property straight from the bank.

Comment from Rodney on 2011-09-19

2011-09-19T21:20:40Z

Hello, my wife and I went through a foreclosure a year ago with another lender due to a job related move. Due to a declining home value we were unable to sell after multiple attempts. After moving we had no choice but foreclosure. We simply couldn't afford to keep the mortgage. Now a year later we have been working hard to repair credit. We have more income and we have not had any recent late payments and have paid off many debts. Our credit scores for my wife and I are XXX and XXX respectively and are steadily rising. We have no credit card debt. Is it possible for us to get another mortgage soon? Do you offer mortgages for people with damaged credit or with a foreclosure on their record? Or how long should we wait to try to get another mortgage? I know we can now afford a mortgage payment now, but I am just not sure if anyone will lend me one. A posssible move might be in my future and I am just not sure if we should try to buy or rent. Can you give me some advice?

Comment from bellenda hartegan on 2011-09-14

2011-09-14T19:25:56Z

Why is it that citi mortgage can have a pending foreclosure sitting in their legal department after it has been pre-approved for a modification, and refuse to speak to anyone regarding the account, stating that legal has a hold on it but no one can say why and there seems to be no way to contact the legal department?Are they just sitting on it until it goes up for sale? why can't a mortgage holder speak to the legal department when they are the ones holding up the modification? Personal opinion here but I think that is unfair business practice.

Comment from Anthony Kripas on 2011-09-11

2011-09-12T01:57:07Z

My wife has tried refinancing a home loan we have at Citi and have been told the income is insufficient. What about our equity? The appraisal that we were told seems very suspect as well. The loan people were very inefficient and had terrible customer service skills ... No return calls, more info constantly needed, and the list goes on. Then when I call the help line it gets worse; they tell you complaints are handled by research? It's disappointing to read the article about how you are offering to help clients keep their homes when it's evident the company doesn't. We helped you by bailing Citi out but this is how you treat the customer.

Comment from carolyn marshall on 2011-08-29

2011-08-29T19:34:32Z

Thank you for your post, Estelle. Unfortunately, we are unable to assist with this matter.
If you believe local zoning ordinances are being broken, you might consider contacting your local government zoning office.

Comment from carolyn marshall on 2011-08-29

2011-08-29T19:28:40Z

Linda, thank you for your post. I forwarded your information to one of our managers that could assist you. I understand he spoke with you and resolved the issue. Please let me know if there is anything else I can assist with.

Comment from carolyn marshall on 2011-08-29

2011-08-29T19:18:19Z

Thank you for your comment Margaret. We appreciate you taking time to let us know about the situation. I apologize you did not have a satisfactory experience. I understand that someone from Sales made contact with you about the appraisal fee and refunded the remaining amount. The online registration you completed is required to transact any service on your mortgage account online, not just for The Bi-weekly Advantage Plan. It's a one-time process designed to protect your confidential account information. Now that you are registered online, you have access to many helpful tools to service your account. Easy Pay clients do experience an automated stop when enrolling online for The Bi-Weekly Advantage Plan. This automated online stop is initiated to avoid the potential for inadvertent double payments. Transferring optional payment services is not as simple as it may seem because The Bi-Weekly Advantage Plan is offered and administered by FNC Insurance Agency, while Easy Pay is offered by Western Union. The two are separate companies and to protect your privacy, we do not share your personal data such as bank account information. However, after considering your experience, we are working to redesign the online enrollment flow to allow Easy Pay clients to enroll in Bi-Weekly Advantage online in the future. Thanks again for your post and interest in The Bi-Weekly Advantage Plan. We appreciate your feedback.

Comment from Elisa Smith / Mrs. E.D on 2011-08-26

2011-08-26T16:06:24Z

I have spoken to 8 representative and have yet to receive any assistance. My Mom passed away and I am on the deed of the property. The property was also willed to me. I faxed over proof of this information over 10 times within the last year. Each time I speak to a representative, they cannot locate my information. The one lady whom found my information now no longer works with Citi. This is absoulutely ridiculous. Not only am I still grieving, but I am not able to modify my loan because they are stating they cannot discus any information concerning the mortgage. WHAT AM I SUPPOSED TO DO. I HAVE ALSO SENT THE INFORMATION VIA FEDEX AND NO ONE CAN LOCATE IT OR EACH PERSON FINDS A DIFFERENT PAGE OF MY FAX. WHY WON'T CITIMORTGAGE ASSIST ME. I EVEN WENT TO YOUR HOME FAIR FOR MODIFICATION AND THEY TURNED ME AWAY!!!!!!!!!!!!!! ALL BECAUSE THE INFORMATION WAS NOT LOCATED. Why won't you keep my information together. Why are your executive services number not listed? You have tied my hands and I have repeatedly received promises of a return call and this has yet to happen.

Comment from Peter on 2011-08-26

2011-08-26T05:43:31Z

My families home went into foreclosure and we tried and tried to save our house, but trying to get the modification was drawn out on Citi's end. We sent in everything on time and tried to keep it up to date, but it was almost impossible because it seemed like it just sat on people's desk and never went through to the next step. Finally one day your company just sold our house! I can't understand why hardworking people that got over extended or in a little financial trouble that want to do anything they can to save their home can't. Never was able to talk to the same person and the notes that are supposed to be taken aren't always taken. Was told at the beginning of this that there were a couple of options ( modification & repayment) never was able to get through the modification and never was given the option of repayment before the house was sold out from under our feet. We would have done and still will do what ever it takes to save our home, but our hands are bound. We had a failure on our end, but have corrected that and tried very hard to correct this matter. We just want to save our home!

Comment from aaron on 2011-08-23

2011-08-23T23:25:58Z

I do not want to spell out the details of my case on this blog ... instead using it to ask that the correspondence that I have made with Citimortgage regarding my loan be responded to. Yes, I have gotten the monthly statements, the requests to call so that you can help. I have responded to these requests via email, and FAX so far. The reason I have not been willing to discuss my situation over the phone with a representative in this instance is because in the past when I was given verbal assurances of critical parts of arrangements and agreements; those assurances were not reflected in the documents that I was eventually asked to sign -- sign or lose your home was the bottom line I was given at the time. You will be able to find my loan, notes on my account, and hopefully the written correspondence that I have proffered to Citimortgage in the past 4 months. I look forward to a discussion with you about staying in my home.

Comment from Judy Kendall on 2011-08-22

2011-08-22T17:42:02Z

My daughter passed away more than 5 years ago and her principal residence, financed by Citimortgage, was inherited by a non-relative. I've been led to believe that the mortgage remains in my daughter's name. I called repeatedly last year to explain to Citimortgage that my daughter had passed away and I wanted to make sure this loan was no longer in her name. This woman should be given the opportunity to refinance, but if this loan is assumable (not sure about that) she is a non-relative and doesn't qualify. My fear is that she has used bogus, stolen documentation to prove otherwise. I would like to know the status of this loan.

Comment from Estelle Smith on 2011-08-21

2011-08-21T19:10:05Z

A mortgage for a single family home, granted by Citibank, has actually been used to run a property illegally as an apartment building. This single family home currently houses three separate groups of tenants which, at present, total 15 people. In addition to these three groups there are multiple transients that regularly use the property. The property is not well maintained, in addition to the overcrowding there are building code violations. Housing people in a basement below ground level with only one form of exit. Current residents regularly engage in illegal behavior, public drug consumption on the premises and loutish behavior is a regular occurrence. Needless to say the property and its tenants pose a great safety risk to the community. Despite Police and Fire being summoned to the property on multiple occasions the absentee landlord refuses any accountability for this property or the actions of its tenants. He completely ignores any requests by neighboring homeowners to address these issues. The landlord is not even aware of who is actually living at the property; he simply collects the rent and leaves. Current efforts are underway to document the illegal activity at this property with the goal of having it seized by a government (law enforcement) agency. Neighboring home owners would like to see that both the absentee landlord and Citibank are left with a large, unsecured debt. In the interim word is spreading that Citibank not only condones illegal and community degrading activity but actually subsidizes /underwrites such endeavors.

Comment from Chuck on 2011-08-20

2011-08-20T19:45:30Z

I posted yesterday, but received no reply. I owe more on this house than it is now worth. I am handicapped and can not afford to remedy the current problems with the house (no equity) and make a two story house accomadate someone with my condition. How do I sell a house that is worth less than I owe? Would you like to buy it? Over the last year, I put twenty thousand dollars (cash) in hoping to bring up the value, now because of the continued decline, it's worth less than before I made the improvements. Where's the solution?

Comment from carolyn marshall on 2011-08-18

2011-08-18T20:47:15Z

Thank you for your comment and for reaching out to us. I'm sorry you did not have a satisfactory experience. I know one of our managers contacted you directly to talk through the situation, so I hope that helped. Correspondence can be sent to the following address:

CitiMortgage, Inc.
P.O. Box 660065
Dallas, TX 75266-0065

If you need anything further, please do not hesitate to contact me.

Comment from carolyn marshall on 2011-08-18

2011-08-18T20:37:45Z

Christina, thank you for the blog post. Modification of an existing mortgages is potentially available for those homeowners who are in default, at risk of imminent default, or in foreclosure. The intent is to modify the mortgage in order to provide a more affordable monthly payment, but there are a number of requirements that must be meet to qualify. One of the requirements is that applying homeowners provide affirmation of financial hardship. If you are not experiencing a financial hardship, you cannot qualify for a modification. I've forwarded your information to someone that can assist you further with your question, so someone will be in touch soon if they haven't done so already.

Comment from carolyn marshall on 2011-08-18

2011-08-18T20:34:06Z

Marcia, thank you for your post. I can't get into the specifics of your account here, but I forwarded your information to someone that will be in direct contact with you soon - if they haven't already. Please do not hesitate to let me know if you need anything else.

Comment from carolyn marshall on 2011-08-18

2011-08-18T20:32:42Z

Thank you for your recent post. I forwarded the information to the appropriate group and understand they have already made contact with the title company. You should be hearing from them soon, if you haven't already. I apologize for the inconvenience.

Comment from Linda M. Blankenship on 2011-08-16

2011-08-16T18:12:47Z

I could use some help with a problem I am having with the processing of a claim. Our roof and gutters were replaced due to hail damage. We filled out all the substantial, CitiMortgage paperwork, and our insurance agent sent the paperwork as well as the Auto Owner's endorsed check to CitiMortgage. We were assigned a claim number. The roof and gutters were finished on August 2 and CitiMortgage contracted with an inspection firm. The roofing company submitted a completion of work certificate. Because we have not heard anything from CitiMortgage, my husband contacted your claims division today. They were unable to verify that any of the inspection reports have been submitted and/or received. There apparently is another division that handles inspection reports (or not). I am afraid that this rather large organization is not communicating within it's ranks and I would like to get payment to the roofing company. Any help that you can provide will be appreciated. Thanks, Linda Blankenship

Comment from barry epstein on 2011-08-11

2011-08-12T00:24:55Z

My challenge with CITI is very simple.I have called numerous times to customer service and received the same answer... we are not interested! … I have a second mortgage with CITI that is 100% underwater. I suggested why not lower my interest rate. That way I have the incentive to keep current and you don't have to write off the $XXXX. I am not asking to reduce my loan balance... just lower my interest rate for the term of the loan or until my property comes back to where you have a vested interest...

Comment from Jean Hrbek on 2011-08-04

2011-08-04T19:03:57Z

I have applied for an equity loan having had one on my previous home from Citibank. Now that I have a new home for which I paid cash, I am having the run around of my life trying to get this loan approved. The underwriters seem not to want to accept my title insurance as assurance that the title is free and clear. I see from reading what others have posted, you underwriters do not care about the customers and this then reflects poorly on this corporation. This is my last day of dealing with them, I will withdraw my application if I do not get a positive response. I will also begin the process of moving all my accounts out of Citibank as they are proving themselves to be unreliable and not customer oriented. I just want to know why my title insurance for which I paid a high premium is not sufficient for your underwriters? I closed on my house in June, and they are hung up on an old lien from the previous owners.

Comment from Margaret LaBrecque on 2011-08-02

2011-08-02T23:02:14Z

I can't see how to start a new posting so I'm just going to reply to this post. I wanted to provide feedback to CitiMortgage regarding my inefficient dealings with CitiMortgage over the last few months. We finally relented and decided to respond to one of the letters we'd received from Citi to refinance our mortgage (which Citi currently holds.) We have a manufactured home on divisible acreage in a very "up and coming" resort area in Oregon (Hood River). The agent took our loan application over the phone, and when asked if the home was a "single private home" my husband quickly responded that it was. My husband traveled to Hood River to meet the appraiser, our credit card was charged $500 for the appraisal, and a few weeks later we received a letter saying our loan ad been declined for the reason of "Unacceptable property." No further explanation was provided. When I called Citi to ask why it was declined, they said it was because it's a manufactured home information the agent could have easily gleaned as part of the loan application, but did not. After some back and forth, Citi refunded $300 of the $500 so we were still out $200 for no fault of our own. Well, CitiMortgage wasn't done with us yet! When I decided to enroll in your BiWeekly Advantage program, I followed the suggestion to enroll online, and after a lengthy new online account registration process, the system informed me that since we were already enrolled in EasyPay, that we could not enroll in BiWeekly Advantage online and we'd have to do it by phone. I called the number, and the customer service rep (CSR) suggested I refinance first since -- because of our loyalty and good customer standing -- we could get an exclusive refinancing package. I explained, been there, done that but the agent thought that the exclusive re-fi offer might not restrict manufactured homes. So she transferred me to a loan agent who, when informed it was a manufactured home, then told us that Citi was no longer underwriting manufactured home, even ones on highly valuable, divisable acreage. (Shouldn't the first agent have known this?) I finally got back to my original goal to enroll in the Bi-Weekly Advantage program, and learned that we couldn't just convert from Easy Pay to Bi-Weekly, we'd have to apply, wait 3-6 weeks, and then we'd receive a letter in the mail indicating we'd been enrolled at which point we would need to call and cancel Easy Pay ourselves. In addition, Citi's Bi-Weekly Advantage program apparently has no access to the Easy Pay system, so I would need to provide my husband's back account & routing information to enroll, which I did not have at work (from where I was calling). Well, 40 mins after I thought I'd just make a 5 min call and be enrolled in BiWeekly Advantage, I still wasn't enrolled and had to plan to call back on another day when I can take more time off of work. You guys are out of control isn't this 2011? Why are your IT systems so dis-joint? Can't you streamline some of these processes? If I charged you what I make at work for the time I've wasted with Citibank over the last 4 months, you'd owe me a lot of money. C'mon Citi don't you want to provide world class customer service? For all the pain & misery you've caused my family, I think you should at least consider underwriting our Hood River property after all, you hold the current loan so it's not like you'd be adding any risk to your portfolio. But short of that, a written apology and a reimbursement of the $200 you still owe us would be sufficient.

Comment from Mark Francis on 2011-07-26

2011-07-26T18:08:00Z

I have had a serious issue occur while applying for a mortgage and would like to send Sanjiv Das a personal letter on the matter, but this site makes it extremly difficult to find the proper mailing address to do so. Can this be provide to me please?

Comment from Christina Gommerman on 2011-07-20

2011-07-20T18:52:06Z

My husband and I have been desperately trying to get a reduction of our APR for what seems years now, and each time we are shot down by your reps who tell us that one of us has to lose our jobs to recieve any sort of help. We have explained on numerous occassions that we are trying to negotiate a reduction BEFORE we have any sort of potential hardship, and all we get in response is that it's a noble cause. We are about $200,000 upside down on our loan since our area of California was badly hit by the real estate crisis. My husband and I both have good jobs and although they seem to be stable for the moment the house of cards could come crashing down any time now. All we are asking for is a rate reduction more reflecting our current credit situation (we both have credit scores near 800) and more in line with the current mortgage rates currently offered for people such as us so that we can have money saved away to continue paying our mortgage in case something DOES happen. Currently we barely have 1/2 of a month's mortgage payment in our savings. I want someone to call me with some authority and that can actually help someone in our position (no current hardship, severely underwater good on-time paying customer etc). I am tired of having my time wasted. Thank you.

Comment from Marcia Iglesias on 2011-07-20

2011-07-20T15:03:05Z

I am posting on this blog because I do not know what else to do. I have tried and tried to have my mortgage modified and have been told it was denied because of the amount of principal reduction that would be required in order to make the payments affordable. This does not make sense because I have not asked for principal reduction and only want the interest rate lowered so that my payments are more affordable. I have not failed to make any payments, yet I am in imminent danger of defaulting. Please modify my loan. I need your help.

Comment from Leslie Thomas & Mike McGuire on 2011-07-19

2011-07-19T13:51:52Z

Hello, We are two buyers of a foreclosed house in central Ohio. We were informed during our closing that a second lien was found on the title for the house. That lien is owned by Citi Mortgage. We were told that Citi was contacted by the title company that is responsible for title insurance and a deal was made to remove the lien. Now for the fun part. The last thing we were told is that Citi Mortgage failed to sign the agreement. We are now in a situation where we are told Citi Mortgage is the reason we are not getting our new house. There are several parties that put over a month worth of work and money into this transaction. We would like to know why Citi Mortgage failed to do their part in making this deal go though. Any assistance you can give in clearing this issue up would be GREATLY appreciated. Thank you for your time.

Comment from carolyn marshall on 2011-07-13

2011-07-13T19:11:51Z

Clarence, thank you for taking the time to let us know about the situation. Unfortunately due to privacy laws we are unable to provide any information on this account.

Comment from carolyn marshall on 2011-07-13

2011-07-13T19:04:35Z

Hi Chantel. I forwarded your information to someone that could assist you. I understand that one of our specailist has made contact with you. Please let me know if there is anything else I can do for you.

Comment from carolyn marshall on 2011-07-13

2011-07-13T19:01:55Z

Hi Justin. I forwarded your contact infomration to someone that can help, but I understand they are having trouble making contact using the email you provided. Please let us know if you still need assistance.

Comment from carolyn marshall on 2011-07-13

2011-07-13T18:58:21Z

Hi Jessica. Thank you for your post. The intent of our contact with our customers is not to harass, but to be proactive. While customers have a grace period prior to accruing a late charge, the payment is still due on the due date. When we do not receive a payment by the due date, we contact our customers to find out if they are facing a hardship. The sooner we can make this determination, the sooner we can help.

Comment from carolyn marshall on 2011-07-13

2011-07-13T18:55:28Z

Melissa, I am sorry for the inconvenience. I forwarded your information to someone that can assist with your refund. By now you should have been contacted. If not, please let me know.

Comment from carolyn marshall on 2011-07-13

2011-07-13T18:52:35Z

Carole, I forwarded your information to someone that can help you. By now they likely have already contacted you. I apologize for the experience. Please let me know if there is anything else I can do for you.

Comment from carolyn marshall on 2011-07-13

2011-07-13T18:51:14Z

Hi Darin. I have forwarded your contact information to someone that can help. I apologize for the inconvenience. If you are not contacted or need further assistance, please let me know.

Comment from carolyn marshall on 2011-07-13

2011-07-13T15:44:10Z

John, someone that can assist you will be in touch very soon - if they haven't already contacted you. I'm sorry about the experience you've had. Please let me know if you are not contacted or need additional assistance.

Comment from carolyn marshall on 2011-07-13

2011-07-13T15:42:17Z

Hi Alan and Alane. I sincerely apologize for the experience you've had. I have sent your information to someone that can assist you. You should hear from us soon - if you haven't already. Please let me know if you are not contacted or if you need further assistance.

Comment from carolyn marshall on 2011-07-13

2011-07-13T15:35:19Z

HI Billy. Someone will be in touch with you soon, if they haven't already done so to get you the answers you need. I apologize for the experience. Please let me know if you need further assistance.

Comment from carolyn marshall on 2011-07-13

2011-07-13T15:16:53Z

Julia, thank you for your post. Someone will be emailing you soon, if they haven't done so already. Please let me know if you are not contacted or if you need further assistance.

Comment from carolyn marshall on 2011-07-13

2011-07-13T15:03:57Z

Zakir, I apologize for the experience you had. I forwarded your contact information to someone that can assist you. Someone will be in touch with you soon, if they haven't already.

Comment from carolyn marshall on 2011-07-13

2011-07-13T14:44:29Z

Thank you for contacting us Mark. I have forwarded your information to somone that can assist you. By now, someone should have contacted you. If not, please let me know.

Comment from carolyn marshall on 2011-07-13

2011-07-13T14:24:45Z

Hi Elizabeth. Thank you for contacting us. I have forwarded your information to someone who can assist. By now you should have been contacted. If not, please let me know.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:49:43Z

I forwarded your information to someone that can assist you, but they have not been able to make contact at the email address you provided. Please let me know if you still need assistance.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:46:38Z

Amanda, I apologize for the experience you've had. I forwarded your information to someone that help. I understand they've already made contact with you. Please let me know if you need anything else.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:45:14Z

Hi Michelle. I forwarded your information to someone that could help you, but they've not been able to make contact with you at the email you provided. If you still need help, please let me know.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:44:04Z

Denise, I apologize for the experience. I forwarded your information to someone that could address your concerns, but they've not been able to make contact with you at the email you provided. If you still need help, please let me know.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:41:33Z

Hi Alex. I forwarded your information to someone that could help you, but they've not been able to make contact with you at the email you provided. If you still need help, please let me know.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:40:26Z

One of our specialists has been trying to reach you at the email you provided, but is having difficulty making contact with you.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:39:25Z

Laura, I forwarded your information along to someone that could assist you. However, I understand that they have not been able to make contact with you at the email provided. If your parents still need assistance, please let me know.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:36:04Z

Hi Gary. I forwarded your information to someone who can help, but I understand they have not received a reply from the email that was sent to you. Please let me know if you still need assistance.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:31:08Z

Hi Amy. Thank you for your comment. Your information was forwarded to someone that can assist you, but they are having difficulty contacting you at the email address you provided. If you still need help, please let me know.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:30:17Z

I'm sorry about the experience you've had. I forwarded your information on to someone who could help you. They've attempted to contact you using the email you provided, but understand they've not received a response. If you still need help, please let me know.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:29:09Z

Trevor, I apologize for the experience you've had. I forwarded your information to someone that could help and understand that they've already made contact with you. Please let me know if you need anything further.

Comment from carolyn marshall on 2011-06-30

2011-06-30T14:26:27Z

I apologize that you are having difficulty getting an update. I forwarded your information on to someone who could help, and they attempted to contact you using the email you provided. Unfortunately, I understand they have not received a response from you. If you still need help, please let me know.

Comment from Clarence Swingle on 2011-06-25

2011-06-25T22:49:29Z

I have to put up with different weekly renters for my neighbor's cottage property so I spent some time at the county court building where property mortgages are on File. I found that a mortgage granted by your company for my neighbors property contains a second hone rider that is signed by my neighbor and his wife that states it would be a second hone and they agree to not rent the property or place the property with a rental agency. It seems that after they obtained your mortgage and the property they quickly placed the property for rent and then placed it with a rental company but the for rent sign with the rental agency was placed in front of the next door property that they also own. This made it look like their first home was for rent.not their second home. Although of course the rental agency would also have the correct property for rent when contacted by a possible renter. Now they have the second hone for rent with a second rental agency, only an online rental agency, and there is no longer a for rent sign in front of either property. Must be they wanted a lower down payment or lower interest rate or easier approval from your company to commit mortgage fraud which it may be. Do you ever check whether a second home mortgage not to be rented is ever rented? If you ask them if it is rented they will lie to you and cause more trouble for me.

Comment from Chantel Webb on 2011-06-24

2011-06-24T16:55:50Z

Been there, done that, applied for that, to be told by Citi that preventive programs do not exist for Citimortgage customers. It was announced in August 2010 that you all were one of the lenders providing that mod option. Unfortunately, it never made it back to the ranks of your company. I guess yall just thought it would be good PR to have it announced on the national evening news. The reps we spoke with responded to us like we were idiots.

Comment from Chantel Webb on 2011-06-24

2011-06-24T16:22:21Z

I spend a LOT of time on the phone with reps. We have been applying for a modification since last august. the notes listed on our account half the time are entered incorrectly. Our latest rep Sheriff is lastest of many and so far the only one of any intelligence. We are told that our lastest mod can't be opened because I haven't forwarded my employment contract. DUH!!!!!!!! I am UNEMPLOYED!!!!!!!!!!!!! I sent my husbands employment contract, the letter from the school system stating my job was being discontinued due to funding cuts and my GA DOL Unemployment documentation. This has been going on since APRIL. We have received NOTHING even telling us that the file is opended, closed, denied or anything.

Comment from Justin Heath on 2011-06-21

2011-06-21T19:53:23Z

Hello, I am on this blog because I don't know what to do any more. My mother tried to start this modification process about 2+ years ago. I am her son and I am in the mortgage industry. I have a very very good understanding of how the mortgage process works and what to expect from the lender that you deal with in trying to obtain one. Since she started this process I have told her to write the name and ID number of everyone she has ever spoken too (I have 2 years worth of notes and corresponding documents all in chronological order to prove this). This process has been nothing but a run around. They ask for documents, she sends them, calls to follow up with a new person the next day they say they don't have them and that we have to resend (this happened on several different occasions). That's just the beginning of the whole thing. We were pre-qualified for the modification and made the required amount of payments to Citimortgage for the time that they stated after which time they then said they would no longer accept any type of payment. So now the arrearage and mortgage balance continue to increase. They told my mother that she had to go ahead and get a legal divorce decree that shows that my father no longer has any interest, or liability for the mortgage of this house, and after this was done she would be able to get the modification she had been fighting to get for the past 1yr and a half. She hired an attorney, exhausted all of her retirement funds (to pay off my father) just to find out we were not approved for the modification. My mother has grown up in this house and had hoped to one day pass this down to one of her kids. Since this whole thing has been going on we have been doing up keep to the house put on a new central air conditioning keeping up on the bushes grass etc. If I ever treated my clients the way Citi has my mother, I would be out of business. You want to help a homeowner to stay in her house? Because mother and our family fits all the criteria of what you want in a homeowner. We just received a call from Citi today telling us that we have no other options but a short sale or a foreclosure. It truly breaks my heart for my mother to have to do this after all she has been through with Citi and especially since she isn't going too see any proceeds from the house to put down on something for herself. The fact of the matter is we are facing difficulties and we need help. Help from someone who is willing. She was promised a lot from Citi by jumping through all these "hoops" and now she is in a worse position then when she started. I am at wits end and have no idea what to do from here.

Comment from Jessica on 2011-06-21

2011-06-21T18:55:16Z

Why do you call loyal customers and harass them on a daily basis when they have not paid their mortgage on the exact due date? We are still within the grace period. If my loan has a grace period, I should be able to utilize it without harassment. I am not in default and should not be made to feel as though I am. This is very poor customer service and a waste of resources that could be utilized elsewhere to actually help customers. I can't believe that this gets customers to pay their bills more quickly, as it just makes me mad and makes me want to assert my right to pay the bill on the last day of the grace period even if I was planning on making a payment sooner. Please adjust this practice.

Comment from Melissa Pratt on 2011-06-20

2011-06-20T19:06:55Z

I do auto bill pay through the Internet and I mistakenly sent in two extra payments. Getting my money back has been an issue. Twice I was promised the refund and twice it did not come -- no call, just a letter saying it wouldn't happen. The bank even sent proof of payment which wasn't good enough. After 5 phone calls and 20 days, I sent in 30 days worth of my banking statement which seemed to be required as proof. My entire bank statement is really no business of yours. The funds came to you electronically and it should have been easy to return the money back to the source. This feels like big business pushing the little guy around. I've been in business my entire career and I usually understand policies, but this was bad communication and is still not resolved. Anyway, we will be shopping our mortgage to consider taking it elsewhere.

Comment from Carole Eddleman on 2011-06-17

2011-06-17T05:17:21Z

I had been hoping to find an email address to send you all my info. I have been trying to do a loan modification for a year and a half--hamp. I believe to be the perfect candidate. But after had paid a trial payment for over a year, i was informed i was no longer edgible due to lck of paying new payment?! Well evidently a new payment was set up this pat mar 2011, but nobody told anybody including me. And after another couple months i guess underwriting has finally said no. My house is underwater, i have been on medical leave, actually worker's comp, for awhile, but they accepted all that.So now they say i am 11,00 behind, ecause of the temp. payment they had me on? i am due to retire in a year, and had no problem making temporary payment, the forst one anyways, but was willing o try the new one too, only no one sent any letter of any kind, plz, plz plz, help!! Being a single parent for twenty years or being an mp in the army wasnt as stressfull or as hard as getting a loan modification after months of paperwork...Carole

Comment from Darin on 2011-06-16

2011-06-17T03:46:22Z

I was curious about how to get CitiMortgage's automated calling system to stop calling my number. I recently purchased a cell phone and have since recieved calls from your company on an almost hourly basis of every day. I do not have an account with your company, and if this is any indication of its treatment of individuals, then I honestly can say I will never be a customer. I have called at least 4 times now to have my cell number removed from the phone listing but as of yet I am continually called. I purchased this cell phone for the sole purpose of being recalled by my military unit. When it rings I am required to pick it up. So... how do I get your automated system to drop my number without hiring a lawyer?

Comment from John Avery Coor on 2011-06-15

2011-06-15T16:48:54Z

I was current on my mortgage until I called Citimortgage, being proactive, and was told not to pay my mortgage for 3 months before they could help me. I did and then went thru 6 months forbearance payments. Now I am 7 months behind and close to foreclosure! I was told in June 2011 that my Workers Comp Temp Disability did not qualify, but no red flags were raised the entire year. Why didn't someone tell me this before, like when I first called! Then I wouldn't have had to go thru all this! It was okay prior to this when I was making my payments, on time! I have been lied to, given bad advice and have had mishandled paperwork thru this enitre process. No one at Citimortgage has helped, or cared. I am loosing my house because I did excatly what Citi told me to do and nobody cares! I wish I had never called Citi, at least then I would be current and not looseing my house!

Comment from Alan and Alane Laatz on 2011-06-14

2011-06-14T15:35:51Z

We feel your frustration and pain, Kathleen. This bank's customer service is pitiful. We even had one rep mock us as we asked for help. I guess that is the face citibank wants. Definitely not a caring bank. A typical give me the taxpayer money so we can party on them and then not be helpful to their long-time on-time paying customers. The feds better wake up and se how the financial system screws us the taxpayers over. I guess customer service by citibank is just lip service!

Comment from Alan And Alane Laatz on 2011-06-14

2011-06-14T14:51:20Z

We have had nothing but conflicting statements from your representatives. First we are approved and a letter is en route, then the letter is never received. We call to inquire and are told our case was never opened. Then we call again and we are not approved, call again and we are. In addition, each time we have to give our information again. We've done that 7 times already! We have talked to VERY RUDE reps, who just laughed at us and kept re-wording our questions to aggravate us. When we asked for an address to write to corporate she said she could not give it to us because she had to put it down why we are complaining. When we state it is because of her rudeness she comes back and says that is not what we asked about in the first place, then she hung up laughing at us. We were just trying to get a loan modification and we have received nothing but grief and rudeness. I suggest that either citi gets new reps or just close their mortgage department. We were just trying to get a loan modification and we have received nothing but grief and rudeness from CITI Mortgage. I suggest that either citi gets new customer reps are just close their mortgage department. This is just another big bank that has taken taxpayers money and screw their customers.

Comment from Billy Helton on 2011-06-13

2011-06-14T02:57:47Z

I am requesting help regarding a matter that has left me completely frustrated with the lack of cooperation from your company. Below is a synopsis of my continued efforts to get an explanation. I am requesting an explanation for the delinquency fees assessed on my account for what is described as a tax advance and another described as miscellaneous. I have contacted Citimortgage over and over requesting an explanation and continue to receive the same ridiculous letter that states the charges with no explanation of the fees. I have copies from the County Tax Commissioner dating back to 1998 that shows I have paid the taxes on this property. I personally met with the tax commissioner and he states he has NEVER received a payment from a mortgage company for my taxes. We are scheduled to close on this property soon.

Comment from Julia Munoz on 2011-06-11

2011-06-11T21:27:04Z

I'm looking to modify my current 6.375% interest only loan that I've had with Citi Mortgage over 3 years. Every time I call to get more info it seems as if they don't want to help me. I have a little different circumstance and just want to see what can be done before I lose my house. Can someone from Citi email me that wants to help a homeowner save there home before it becomes another foreclosed home on the books.

Comment from Zakir Siddiqi on 2011-06-10

2011-06-10T04:28:34Z

I need your help in getting my loan modified. I have applied three times since September 2009 and each time I have been denied. I am very frustrated that I dont get any help from Citimortgage employees and end up speaking to a different person each time. Facts of my case are this: I have been self employed since April of 2006 and had regular contracts till April of 2009. I bought my house in June of 2008 for my family of five including three kids to live in. I became unemployed in April 2009. I was out of work for almost three months before I found a part time contract. I was making my regular payments. I was contacted by Citimortgage to see if I wanted to refinance. Thinking I could I applied and was turned down. The person who took my refinancing application suggested that I could qualify for a modification and gave me a number to call. I called that number and sure enough I was told I could qualify and started on trial payments and submitted all my paperwork. I did not realize the mistake I made until I went to purchase a car in January 2010. My credit report came as negative due to reported delinquency by Citimortgage. I was shocked! To add insult to injury my modification application was turned down for lack of enough income. By this time my contract ended again and I was really in trouble and pleaded to Citimortgage for some help. They put me on a forbearance plan until I found another job and applied for modification again. By September of 2010, I found another contract and withdrew some money from our 401k to make a couple of payments. I pleaded for another modification attempt and was told I would be put on another plan until February 2011, then I could apply again. I made all the payments according to plan until February, and applied for another modification. I was turned down again in April 2011. Now starting June 2011 when I call in to make a payment, I am being told that Citi will not take my payment and that either I pay the whole delinquent amount or else. Needless to say, I am very disappointed. Instead of helping customers at the time of their greatest need by helping in filling out the paper work, refinancing the delinquent amount, modifying the loan, Citimortgage employees are using mindless approach to underwriting and employing bullying tactics. I was told that you are taking an initiative called: CitiMortgage Road to Recovery Tour - Helping Distressed Homeowners in Their Markets. Unfortunately I will not able to make it since it is not in my region of California.I am too scared and tired to call. Frankly, I am now inclined to turn to legal help to solve my problem. I have already reached out to my congressman, state attorney general, and comptroller of the currency. I urge Citimortgage to help me do my modification. I hope to look forward to a more positive relationship with CitiMortgage.

Comment from Mark on 2011-06-08

2011-06-08T06:55:47Z

Me and my wife bought our first home in 1989 and raised our three kids in this home. In 1992 my wife suffered a stroke at 32 years old, well that set us back a lot of money and pain but we survived. She got better and we push on, but we had a lot of credit cards to high to pay off so we refinanced to consolidate debt. We just got our finances affordable and had money in the bank, then in 2006 my wifes father gets sick. We go to Idaho where he lived. When we got there he was bad off, so my wife had to chose to pull the plug and watch him pass. He owned a home there, living off retirement. He had bills that we had to settle, plus we had to pay for his funeral and spend two weeks there getting his home in order and put the house up for sale. It didnt sale for two years. Meanwhile we paid the mortgage, so we were in debt again. Then my wife had a second stroke in 2009. She got better after a year and went back to work again, but this time we were over are heads in bills. My wife applied for a modified loan and you let us go on the trials while she submitted the paper work. She couldn't do it because of her stroke - she can't seem to complete things if they get difficult. We have been married for thirty two years and she always paid the bills, but something is wrong and she can't do it. She is having trouble. By the time she told me what was going on, I ran out of time. Then you would not take a house payment unless we paid back the modify loan, which I didn't have. You foreclosed and sold our home to REO. I paid lawyers to help me and asking your lawyers what can I do to save my house, but no response. I have to be out by July 5th. PLEASE HELP US.

Comment from Elizabeth Pollard on 2011-06-07

2011-06-07T05:56:35Z

I was laid off from my job a few years back, then I worked several other jobs which turned out to be temporary. I decided to start my own web store business, but after a while i could not continue to pay fee when I am not making the income. So I decided to go back to school and I am selling my merchandise in my girlfriend flee market, which is cash basis business. I contacted citimortgage to request a loan modification even though people told me Citi bank will not help me and to go through NACA instead. I fed ex all bank statements and profit and loss statement to citi bank. Then someone from citi bank called and left word that my profit and loss statement was not valid. I didn't know what a profit and loss statement was and I asked for someone to call me back. No one ever called back. Finally I called and talked to a representative who said that more bank, and profit and loss statements were needed. I sent them, but today I received a letter saying my loan modification was not approved. I am doing my best before this hardship. I had an 800 credit score. I am asking for my mortgage pmts to be lowered according to my income, so that I can pay my mortgage. As soon as I am finished with school I can restore my good name and credit by getting a decent job. I am also asking for an investigation into my loan and an audit of my loan. Please Help!!!!!

Comment from Misty Baynard on 2011-05-25

2011-05-26T03:54:52Z

We finished our 6 month temporary forbearance plan in March, I was on the phone with Citi in February asking what the next steps were. I was asked to fill out a new hardship application. Since mid-March I have worked diligently to send all information that Citi has requested. After all information was received (last being scanned in May 10th), I have been calling in to get weekly status updates. Now that 2 months have gone by with no answers, I am getting very aggravated. My case was assigned to a C. Rodriguez, but I have never spoke to her. All communications have been through email. So after numerous (over 40) calls, leaving messages and asking for help, I am now coming to you. I have sent in all paperwork that has been requested and my home is now in FORECLOSURE!!!!!

Comment from Amanda Acker on 2011-05-25

2011-05-25T21:25:26Z

Our house went into foreclosure in January 2011. We received the amount to bring the mortgage current and out of foreclosure from the law firm who works for YOU. We sent them (Trotter & Trotter in Michigan) an overnight with a certified check for the required amount. We were told to begin making payments on our mortgage again on February 1, 2011. We sent in our payment to citimortgage and the check was cashed. We sent in another payment on March 1, April 1, etc. We began receiving calls from Citimortgage in March telling us our mortgage was one month behind. After hours and hours of phone conversations with Citimortgage, being hung up on numerous times when we were supposed to be getting transfered, and still receiving the harassing phone calls it was figured out that the payment we sent in Feburary was placed in some sort of an account because our house was still considered foreclosed by citimortgage. The problem is that NOBODY knows what happened to that money!!

Comment from Michelle on 2011-05-25

2011-05-25T15:30:44Z

I am on a forbearance plan that will be done in August 2011. NOW I am being told it is not current. Seriously how can ONE company screw up 3 attempts by NOT honoring promises and NOT working with people! I am SO done with Citi Mortgage. As soon as I can, I am dropping you and going elsewhere. I am so glad the BUYOUT worked for you. I am very angry and upset. I feel betrayed and that you honestly do not care. I am the one suffering !!!!! FIX your company!!

Comment from Denise on 2011-05-25

2011-05-25T04:02:53Z

I have been a customer of CitiMortgage for 5 years. I have never missed a payment. In addition, I have auto-payment scheduled each month. In May my payment was put into escrow due to your mistake. When the error that your company created was brought to my attention, I immediately opened a claim with your representative to move my payment monies from escrow. Tonight, after 3 calls again today, I spoke with an account manager for CitiMortgage and she communicated that I can expect to receive 6 calls daily since the error will not be rectified until Friday. I have been a paying, loyal customer of CitiMortgage and this service is unprofessional.

Comment from carolyn marshall on 2011-05-20

2011-05-20T20:27:03Z

Kathleen, I am very sorry for your experience and regret that you were left feeling that way. I forwarded your information to manager and you can expect to be contacted very soon at the email you provided. Please let me know if there is anything else I can do to help.

Comment from carolyn marshall on 2011-05-20

2011-05-20T20:20:08Z

Hi Tina. Thank you for letting us know about this. I've forwarded the information to the appropriate department for investigation.

I encourage you to report the company on the Loan Modification Scam Alert website (www.loanscamalert.org) hosted by NeighborWorks America. They launched a national public campaign to help combat modification scams in response to a Congressional request. They work with national, state and local partners to ensure the word gets about these companies.

Comment from carolyn marshall on 2011-05-20

2011-05-20T20:18:55Z

Hi Carmine. I didn't receive your letter, but I have sent your information to someone that can help. You can expect to be contacted soon as the email you provided, if you haven't already. Please let me know if there is anything else I can do to help.

Comment from carolyn marshall on 2011-05-20

2011-05-20T20:14:40Z

Thank you for your post Roxanne. I apologize for the experience. I sent your information to a manager that can address your concerns. Someone will contact you at the email address you provided. If you are not contacted or need anything else, please be sure to let me know.

Comment from carolyn marshall on 2011-05-20

2011-05-20T20:13:12Z

Rochelle, I sincerely apologize that you have not been able to get the answers you need. I sent your information to someone that can help. You should have already been contacted by now, but if not please let me know.

Comment from carolyn marshall on 2011-05-20

2011-05-20T20:05:16Z

Liana, I forwarded your information to someone that can help. If you need anything further, please be sure to let me know.

Comment from Alex Minor on 2011-05-20

2011-05-20T19:56:24Z

Due to a nasty divorce and my ex stealing all my money, my mortgage has fallen delinquent. I paid my mortgage many years without a problem until this happened. I have a court order to remove the ex from the mortgage and have been trying with Citimortgage. She never paid a penny toward the mortgage and now is doing everything to sabotage my efforts to save the house. I've been approved for two modifications on my own and have offered to pay the delinquent amount if her name will be removed. Also can pay a large sum toward the balance which is minimal and have co-signers -- if her name will be taken off the mortgage. Would like to speak to someone with authority. Every time I contact citimortgage, I am bounced to someone else. I never get to speak to the same person and everyone I speak to has no authority to do anything. Please have someone contact me to speak about this dilemma.

Comment from carolyn marshall on 2011-05-20

2011-05-20T19:56:18Z

Thank you for the post Brenda. I apologize for the experience. I sent your information to a manager that can address your concerns. Someone will contact you at the email address you provided. If you are not contacted or need anything else, please be sure to let me know.

Comment from carolyn marshall on 2011-05-20

2011-05-20T19:49:19Z

Dave, I’m sorry you feel you are getting the run around. I have forwarded your information to someone that can help, and by now you should have been contacted. If not, please be sure to let me know. I appreciate you taking the time to contact us.

Comment from C Hunt on 2011-05-19

2011-05-19T22:56:04Z

Have had legal counsel for 7 months trying to modify 8.7% interest rate on 15 year mortgage with this group. I never missed or was late on a payment for 8 years. Now Citi says no and we'll take the house back. Good luck with your endeavor. This group could care less. They would rather have this home sit empty and open to the elements, then to have honest hard working people paying for it.

Comment from Laura on 2011-05-19

2011-05-19T19:53:03Z

My parents need help. Your customer service people are horrid! Please ... I have tried and my parents have tried EVERY thing to get some answers. NO ONE is helping them. Yesterday I contacted the White House, Dick Durbin's office, Lisa Madigan's office and now I have contacted a lawyer! You people are stealing my parents house and from what I see they are not the only ones! I don't want to put there personal info here but, I can not find an email for you or anyone's for that matter! Please contact me at the email I had to put in and I will give you any and all information you need! We have phone records, paper work and etc...about 3 inches thick! Please take the time our of your day to help! Thank you.

Comment from carolyn marshall on 2011-05-18

2011-05-18T17:14:04Z

I forwarded your information to one of our Sales Managers, and understand someone has already spoken with you. If we can be of further assistance, please do not hesitate to contact us.

Comment from carolyn marshall on 2011-05-18

2011-05-18T17:11:36Z

I forwarded your information to someone who could help, and understand they have already been in touch with you. I apologize for the inconvenience.

Comment from carolyn marshall on 2011-05-18

2011-05-18T17:10:15Z

Thank you for taking the time to contact us about this issue. I appreciate your frustration. I forwarded your information to someone who could help, and understand they made contact with you.

Comment from carolyn marshall on 2011-05-18

2011-05-18T17:08:05Z

Thank you for taking the time to submit your request and provide feedback. We value your input and strive to provide our customers with the best possible experience.

I apologize for the lack of response to your previous requests. I have forwarded your information to someone who can help. You should hear from someone very soon, but if not please be sure to let me know.

Comment from carolyn marshall on 2011-05-18

2011-05-18T17:05:16Z

I apologize for your experience. I have forwarded your information to someone who can help. They will be in touch soon, if they haven't contacted you already.

Comment from Gary W. on 2011-05-17

2011-05-18T01:51:12Z

I have a purchase offer from a seller to buy a piece of property that is in foreclosure. The sale has been canceled three times in the last six months and no one seems to know who to contact within the bank to see if they can accept a settlement amount acceptable to all parties. We are in Livingston County, NY. Who would I talk to in regard to this matter?

Comment from Amy F on 2011-05-16

2011-05-17T03:38:21Z

I had my mortgage with CITI. Unfortunately I got divorced last year. I tried selling my home for a year before I had to do a short sale. I deperately tried everything to keep my relationship intact with CITI. You were all wonderful. I sent praise letters to the three CITI reps helping me on my account. I have always maintained CITI was wonderful and so helpful. My problem... my credit. I asked countless times if I could continue to make my mortgage payments until closing. I was told I could not. I got a contract on the home in September. I was told not to pay October until close to being approved. My ex-husband quit his job and walked out of our lives. I could have made payments with help from my family until closing. My home closed in January. Now my credit is completely destroyed. CITI pulled 3 hard inquires on my credit all in one month- dropping me a lot of points and listed me as past due. That isn't true & stabbing my credit. AND listed me as "paid less than" making sure my credit was killed.

Comment from M.Wallace on 2011-05-16

2011-05-16T22:48:24Z

I have waited for the HAMP modification for just shy of 2 yrs. All documents were returned in a timely matter. We were mistakenly taken off the modification several times by no fault of ours. Citimortgage dragged their feet in processing paperwork and never being able to talk to the same person twice was very frustrating. We were even dropped this January the day before documents were to be received and you had them for 4 days which were returned overnight with the envolope Citimortgage provided. Now, after going a different route, as suggested by Citimortgage, we tried a Traditional Modification. Woops. Citimortgage ran it as HAMP and turned it down again. What's another 5 months of waiting while we wait for them to fix it. Even the Citimortgage representatives have no excuses or ideas why this keeps happening. Good thing I have extensive notes, dates, times and names. They will not give me any numbers of higher ups to talk to about this situation. My next step will probably be a lawyer.

Comment from Trevor Janki on 2011-05-16

2011-05-16T20:00:06Z

I'm attempting to modify my mortgage and made my 3 trial payments in March, April, and May. When I called after my 3 payment was made on April 21. I was told that the trail was never set up properly and now I had to make 3 more payments. One of the reps I spoke with said the problem can be corrected, but no one seems to knows how to do it.

Comment from rbanks on 2011-05-12

2011-05-12T21:28:13Z

We have been trying for 2 years to do a modification. We have done trial payments twice and completed both. We were told in September 2009 that we were accepted to do the modification and waited for the underwriters to call. The next thing we know in January of 2010, the house was sent to foreclosure. We have been fighting to keep our house. We did a another trial payment for 6 months which started in July 2010, completed in December 2010, and paid off liens to our house. Then in February 2011, we were told that we had to pay a higher payment for 2 years to keep the house. We couldn't do that. Again we sent docs to show we don't make that kind of money and were told they would work on something else for us in March. I can't get a status and there is a sheriff sale. What can we do to save our house?

Comment from Kathleen M on 2011-05-12

2011-05-12T16:04:29Z

Your website and literature states "In these challenging times we want you to know that we are here to help you" ... but the response I received was far from "helpful" or even caring for that matter. I have been unemployed for 7 months. I'm unable to return to work for another 2 months due to medical problems. When I called for assistance a woman rushed me through the options, and quickly surmised that I had "exhausted all of my options." I guess I shouldn't have called before lunch. I went from feeling hopeful to feeling despair. I was hesitant to call just like other homeowners in this situation. Now I wish I had gone with a different lender to begin with.

Comment from Tina Hubbard on 2011-05-05

2011-05-06T02:57:25Z

There is a refinance/loan modification company calling CitiMortgage customers misrepresenting CitiMortgage. They have called both my home and cell numbers, even after I opted out. I finally talked with someone about removing my numbers, and they were unbelievably rude, confrontational and condescending. There are several posts and blogs with extremely negative comments. Please look into this.

Comment from Carmine DiRito on 2011-05-05

2011-05-05T05:39:47Z

I am mailing you a letter explaining my situation and experience with CitiMortgage! I can not believe so many people in the financial industry don't understand simple math calculations. It appears that no one within your organization can understand, or maybe they don't want to understand. I hope you will take the time to respond accordingly. Many thanks.

Comment from Roxanne Barrows on 2011-05-03

2011-05-03T20:36:25Z

We have been customers for 8 years and never missed a mortgage payment. Today we were called and badgered about our May payment that was due on May 1. We were asked when we would pay it, how we would pay it, and the amount we would pay. The rep was rude. Mind you the payment was only due 48 hours ago. This is a terrible way to treat an excellent customer and it concerns me deeply. What if I was actually late with my payment? How would I be treated then? If this is how CitiMortgage treats their excellent customers then it must be dreadful to miss a payment and try to work with them. I'm so disappointed in CitiMortgage and would call the corporate office myself with this information, but none of the reps seem to know the phone number for corporate.

Comment from Rochelle Schlossberg on 2011-05-02

2011-05-02T16:38:18Z

We started on forbearance in December 2010. In March, I was notified that the contract offered to me should not have been because my property assessment is locked in a mat tool. This locked tool is now holding up going forward with my home modification process. There has been no one able to assist me or tell me when the MAT tool will be opened.

Comment from Liana Webster on 2011-04-25

2011-04-25T15:44:16Z

I am trying to get a modification with your company. I have made it clear that I want to keep my home. Please have someone contact me who can help.

Comment from Brenda on 2011-04-21

2011-04-21T22:13:58Z

My husband and I applied to have my name removed from the mortgage starting in December. Five different times we have been requested to provide paperwork. Who ever reviewed this application should have requested all needed paperwork within the first two or three times of requesting additional information. I have not received one phone call back from anyone despite promises that I would receive a call with 24 to 48 hours. I don't think this is good customer service. My understanding is that this entire process should take up to 120 days, yet I am still waiting.

Comment from carolyn marshall on 2011-04-21

2011-04-21T18:44:30Z

Thank you for reaching out to us. I apologize for your father's experience in this situation. I assure you that we take the feedback we receive very seriously. I have forwarded your comment to someone who can help, but unfortunately they have not been able to make contact with you using the information you provided.

Comment from carolyn marshall on 2011-04-21

2011-04-21T18:37:12Z

Hi Andre. I understand that someone recently made contact with you and provided the information you were looking for. If you need anything further, please let us know.

Comment from carolyn marshall on 2011-04-21

2011-04-21T18:35:40Z

Thank you for contacting us about your experience. We sincerely apologize for the trouble you have encountered. It is our goal to provide the best possible experience for our customers. I assure you that the experience you've had is not reflective of the service levels we strive to provide to our customers. We continually look for opportunities to improve our processes and appreciate you taking the time to let us know about this situation. I forwarded your information to the appropriate party and understand someone has already made contact with you.

Comment from Dave on 2011-04-19

2011-04-19T20:08:45Z

I am getting the run around again. You asked for pay stubs and bank statement, which I sent. I have been dealing with this for eight months now. I got the run around before, now I am getting it from an Executive Response Specialist. It is obvious that CitiMortgage does not want to help. This is why so many people are losing their homes. Thanks for NOT helping.

Comment from Gary Brohl on 2011-04-17

2011-04-18T02:10:39Z

We have been trying to get our mortgage redone. We would like to pay our bills off and have just a house payment. My husband has always paid our bills and still is. We just need someone to listen...because I don't believe it should take 9 months to get a mortgage redone. Thank for listening.

Comment from carolyn marshall on 2011-04-14

2011-04-14T15:09:24Z

I apologize for your experience and understand your frustration. I forwarded your information to someone who can assist you. They will be in contact with you shortly, if they haven’t done so already.

Comment from Spencer Osborn on 2011-04-12

2011-04-12T18:39:19Z

I have been trying to get replacement copies of my 1089s for 2005 and 2006. I have called several times. I was told they would be posted in two weeks, but nothing has arrived. I urgently need these forms to resolve an ongoing dispute with the IRS. Please help!

Comment from O. Morel on 2011-04-07

2011-04-08T01:04:03Z

Hello Mr. Das. I have been a customer of Citibank for more than 10 years (mortgage and credit card). I pay my mortgage on time, and have good credit. I am refinancing with CITI to stay with my bank, but apparently CITI does not want my mortgage. It has been a nightmare. The amount of double documentation and questions the underwriter is asking are unbelievable. Not to mention that the process is taking too long and no one is able to tell me when will this nightmare end? Do you think it is fair that I applied in February and it is April, and I still don't have an answer? Well, I am ending it today. I am taking myself out of this stress. I am ready to do business with another bank.

Comment from AFitch (Very Unhappy Customer) on 2011-04-05

2011-04-06T03:03:02Z

This is to request that someone from your company remove the incorrect information that is shown when I log into my account and call into CitiMortgage. It absolutely stuns me that such a large company with an abundance of resources has no understanding of good customer service. I suppose the lesson to be learned here is that employees at the lowest level emulate the behaviors from the leaders of the company.

Comment from Patrick on 2011-04-05

2011-04-05T16:37:31Z

Very disappointed with how the modification program is handled. I entered the trial period and was required to make modified payments (supposed to last 90-120 days) and was told after 220 days that I was disqualified from the program and that I owed back payments. I then re-applied for the program and was accepted after 100 more days, but by this time my credit was already damaged. I've written a goodwill letter and not received any response.

Comment from C GRANDADINO on 2011-04-01

2011-04-01T05:19:16Z

My father’s home is being foreclosed on. He has spent the past year talking to countless people from CitiMortgage regarding his case. There is always some sort of paper / information he did not provide or they never received. The modification process has been denied so many times. I wish CitiMortgage could hire competent people. This has taken such a toll on my father. We feel helpless. I know our family is not the only one there are tons of similar stories that we have read about online. What would you suggest for our family to do so his home is not foreclosed on?

Comment from carolyn marshall on 2011-03-30

2011-03-30T15:23:05Z

Mrs. Turner, thank you for contacting us about your experience. I forwarded your information to the appropriate party and understand someone has already been in direct contact with you. Your experience is not reflective of the service levels we strive to provide to our customers. We continually look for opportunities to improve our processes and appreciate you taking the time to let us know about this situation.

Comment from carolyn marshall on 2011-03-30

2011-03-30T14:50:52Z

Mr. Matthews, we sincerely regret the difficulties you had with your claim. I understand that someone has been in touch with you directly and has requested the checks be sent to you through expedited mail. Thank you for taking time to let us know about this situation. We take the feedback we receive seriously and assure you that we will use this opportunity to improve our process.

Comment from Andre Winding on 2011-03-25

2011-03-25T17:46:53Z

Is there anyway to extend your mortgage payment for two months if you are facing a financial hardship? If so, what is the process?

Comment from Gwen Doshen on 2011-03-24

2011-03-24T22:10:21Z

Considering Citi holds our mortgage, our payment history is excellent and credit scores are above 800, you would think refinancing would be a breeze. WRONG!!!! I sent a document to address a previous address and they still can't get it straight. I should have known when the loan officer never called back the first time as promised. Don't ever do business with these people. They are the bottom dwellers and service is absolutely horrible. I really feel sorry for homeowners who are in financial straits.

Comment from Kevin D. Black on 2011-03-10

2011-03-10T17:50:52Z

I entered into a forebearance agreement in August 2009, and made all the payments on time. It was supposed to end in July 2010, yet Citimortgage has not credited my account correctly so I am still showing one month behind. I have faxed paperwork, sent certified papers and mailed paperwork to no avail. I am at the end of my rope because I am getting forclosure notices due to no fault of my own.

Comment from wthawkins on 2011-02-15

2011-02-15T14:24:56Z

I lost my garage to a fire. The check from the insurance company was written to CitiMortgage, because you are the Mortgagor. The work on the garage was completed two weeks ago, but I have not received any of the funds from the insurance check mailed to your Property Damages department. I talked with three different people there and still don't have the needed inspection so I can pay the contractor. You really need to consider making some changes in your Property Damages department.

Comment from Denise Turner on 2011-02-14

2011-02-14T16:53:42Z

Due to your company's communication problems, you cost my family to lose our refinance. Apparently the second mortgage with your company was not recorded so when we started the refinance last October our first mortgage lender sent a request to CitiMortgage and this issue was found. When your company representative was asked why it was not recorded, there was NO explanantion.

Comment from carolyn marshall on 2011-02-02

2011-02-02T20:55:55Z

We understand your concern and have forwarded your information to someone who can help. Most of the loans we service at CitiMortgage are due the 1st day of the month to satisfy investor requirements; therefore we are unable to change the due date. Mortgage loans with a due date of the 1st are not considered late nor charged a late charge until 15 days later - this is typically the 16th day of the month unless it is a national holiday.

Comment from carolyn marshall on 2011-01-21

2011-01-21T15:16:20Z

We sincerely apologize for the trouble you have encountered with your application. It is our goal to provide the best possible experience for our customers and regret the experience you've had so far. We want to earn your business and get you the answers you need. Someone will be in contact with you very soon, if they haven't done so already.

Comment from David Palagyi on 2011-01-17

2011-01-17T06:45:25Z

We have been CitiMortgage customers for several years. We just modified our home loan. Our major source of income is Social Security. We have asked several time about changing our due date from the 1st of the month to the 15th of the month to more closely correspond with our income pay date, which is the 2nd Tuesday of the month. We have been told that THERE IS ABSOLUTLY, POSITIVELY NO WAY A DUE DATE CAN BE CHANGED, even if we pay additional interest for the extended number of days.

For the past several years we have always managed to pay the payment before the fifteenth of the month and therefore have never been delinquent. Since the loan modification, we have begun recieving harassing telephone calls starting on the 1st day after the due date asking when we intended to make our "delinquent" payment. We will NEVER be in a position to make the monthly payment until the second Tuesday of the month. Can you either 1) change the due to the fiftennth of the month or 2) stop the calls until the loan is delinquent on the fifteenth of the month?

Comment from Gavin Wells on 2011-01-10

2011-01-10T19:25:12Z

I have submitted an application for a VA streamline loan three times! None of them have gone through because your representatives can't make contact with me. I am a service member and there are limited times I am available. I tried to reach the representative, but didn’t get an answer. I would really appreciate someone contacting me. Thanks.

Comment from Seth Doria, Senior Communications Analyst on 2010-07-29

2010-07-29T19:34:16Z

Hi Angel. With our ongoing site enhancements we have replaced the tool you mentioned with an improved comparison tool, which may be accessed from the "What can I afford" link on the citimortgage.com home page under "Calculators.” In addition, you can select the "View More Options" button on the Refinancing a Home and Buying a Home tabs. From here you now have the added benefit of adjusting the rates, discount points and closing costs in order to customize a mortgage option to meet your unique needs. This is something the previous link did not provide. We hope you enjoy the experience.

Refinancing a Home: https://www.citimortgage.com/Mortgage/displayRefinanceLanding.do
Buying a Home: https://www.citimortgage.com/Mortgage/displayPurchaseLanding.do

Comment from Angel Vernon on 2010-07-28

2010-07-28T22:23:03Z

The below site was very useful in reviewing current rates, determining closing fees and payments. Why does it no longer work?

https://www.citimortgage.com/Mortgage/Compare/PreCheckAndCompare.do

Comment from Seth Doria, Senior Communications Analyst on 2010-07-27

2010-07-27T17:04:59Z

Hi T Daly. You can send your inquiry/information to REO.Mail@imcnam.ssmb.com and they will be in contact with you. Please include the property address and email or contact number.

Comment from T Daly on 2010-07-26

2010-07-26T18:07:28Z

I am a tenant in a home being foreclosed by Citimortgage. I would like to speak with someone about making an offer on the home immediately. To whom would I direct this correspondence to? Thank you.

Comment from Seth Doria, Senior Communications Analyst on 2010-07-22

2010-07-22T14:49:42Z

Thanks for the question Mike. For a listing of available CitiMortgage-owned properties, go to www.citimortgage.com, then scroll down to the lower mid portion of the screen and click on “Properties Available for Sale.” (Direct link: https://www.citimortgage.com/Mortgage/Oreo/SearchListing.do) This gives you a search engine by city, county, etc. to find properties.

Also, just a note: If Citi Mortgage did not own the loan, and was servicing it for an investor, it is likely we no longer have control of the property. Accordingly, we may not be the party that lists it for sale.

Comment from Mike on 2010-07-15

2010-07-15T20:50:05Z

I am a Real Estate Agent in Alabama and was contacted by a customer to track down a property that foreclosed on 7/9/2010. I have not been able to contact the REO department to get information on purchasing the property. Is there an REO contact that can contact me or a contact number for this department?
Thank you,

Comment from Seth Doria, Senior Communications Analyst on 2010-07-14

2010-07-15T00:24:20Z

Hi Kate. Let’s take those questions one at a time:

Regarding credit, we continue to report your account status to the credit reporting agencies through the life of the loan. If during the life of the loan the account is not paid as agreed in your loan documents, that information is reported to the credit agencies. It’s hard to say how exactly that impacts your score and for how long, because there are so many non-mortgage factors that go into that. There’s no one-to-one correlation between a specific account and your score. It’s a cumulative picture. If you’re interested in learning more, you can call the four major credit bureau reporting agencies: Equifax Credit Info Services (1-800-685-1111), Experian, Inc. (1-866-200-6020), Innovis Consumer Assistance (1-800-540-2505) and TransUnion Consumer Solutions (1-800-916-8800).

As for the interest and monthly payments, again it depends on the exact program. That’s why nobody can really give you a definitive answer. It’s all really dependent on your particular situation. If your financial situation has deteriorated and you are having difficulty making your mortgage payment, I would recommend calling our Homeowner Assistance Team at (866) 272-4749 to see what exact program you qualify for. You can also go to the Home Affordable Modification Program website at https://www.hmpadmin.com. (Note: That is not a Citi-affiliated site.) And if you aren’t in hardship but might be looking to refinance due to the low rates right now, then call 1-800-MORTGAGE and see what other options are available.

I’m sorry I wasn’t able to give you more exact answers, but I hope that at least provides some direction. Feel free to comment again if you find yourself with more questions – chances are there are a lot more people out there just like you who have the same questions.

Comment from Seth Doria, Senior Communications Analyst on 2010-07-14

2010-07-15T00:21:23Z

That’s a great point. We want our customers to succeed and we do have some limited programs available to those who can demonstrate the need but are not yet delinquent. It might not look exactly like you described, but we very much want to work with you to find a solution. I’ve forwarded your comment to the applicable service manager.

Comment from Seth Doria, Senior Communications Analyst on 2010-07-14

2010-07-15T00:19:59Z

I’m sorry Gulcin. I e-mailed you at the address you left and forwarded your concern to the appropriate manager. I want to make sure we get you taken care of, so please let us know if you don’t hear back.

Comment from Seth Doria, Senior Communications Analyst on 2010-07-14

2010-07-15T00:17:23Z

Hi C. May. Sorry for the hold time. Unfortunately, it’s not as easy as just giving you a rate. There are a variety of factors involved in the pricing, from loan size to loan-to-value to credit score, etc. that go into a final calculation. I am having an agent contact you at the e-mail you provided, so hopefully you can get the information you need.

Comment from Seth Doria, Senior Communications Analyst on 2010-07-14

2010-07-15T00:15:30Z

Thanks Ella. Very kind of you to jump in. We really are committed to helping as many people as we can, and we have one of the best rates of getting folks into modifications. Of course we always want to help as many people as we can, so we’ll keep working with the government and then going beyond that to try to help those who fall outside government guidelines.

Comment from Seth Doria, Senior Communications Analyst on 2010-07-14

2010-07-15T00:13:08Z

Hi Rosemary. I’m sorry for the experience. It sounds like we had a few chances to make the process easier for you and we could have done better with the opportunity. Aside from that, you are absolutely correct that no matter what company you’re dealing with, it’s always important to get a definite assessment of any fees you might be charged before you make a decision on whether to proceed.

Comment from Seth Doria, Senior Communications Analyst on 2010-07-14

2010-07-15T00:11:02Z

Hi Mike. We temporarily removed the customized quote feature in order to add a few enhancements for a better user experience. It will be back up shortly. Sorry for the inconvenience in the interim.

Comment from Seth Doria, Senior Communications Analyst on 2010-07-14

2010-07-15T00:05:51Z

Hi Amy. We absolutely want to work with you. I’ve forwarded your comment over to the appropriate service manager and they should be contacting you soon if they haven’t already.

One other thing I want to add is about our organization. A few people have commented on talking to different people each time they call. I can understand how it would be easier if you just had one person to talk to, but it’s just not possible with the scale of our business. As one of the largest mortgage businesses in the US, we have thousands of trained representatives to assist borrowers who are having financial difficulties and trouble making their mortgage payments. As we are currently set up, you can call in any time and get somebody who can pull up your file and talk to you. You don’t have to schedule and wait for an appointment, and all of our agents are monitored for quality so you should get the same top-notch service no matter who you talk to.

Comment from Kate on 2010-07-13

2010-07-13T15:46:50Z

Is there anyone out that knows how the Obama finance plan will affect you and your credit after the five years is over? Also does anyone know if your interest and monthly payments go back to what they were prior to the change? I have tried asking the bank, people who have gotten the plan and no ones seems to be able to tell me how or if it will hurt me in the long run. I just keep hearing the positives, but know there has to be a downside. Please help me get better educated.”

Comment from ang on 2010-07-12

2010-07-12T18:53:14Z

I would like to suggest that you implement programs to help avoid delinquencies instead of only helping those who are delinquent. I have been struggling since last year to come up with our payments because we got behind when my husband got laid off. While he is back to work, we are struggling to "catch up." I called to ask if we can extend our mortgage for three months and have the next three month's payments delayed and it is not an option. You will only start helping when our mortgage is 30 days past due. Why wait? That will not help us or you. I believe if you had more problem solvers on your team you could save your business a lot of money. Your limited options will only hurt you financially in the long run. Every person's problems are different, therefore you need more solutions.

Comment from Gulcin Gilbert on 2010-07-09

2010-07-09T21:16:08Z

My loan officer won't return my phone calls after a week of trying. My refi is now in underwriting and I need to reach him regarding rates. Help!

Comment from C. May on 2010-07-09

2010-07-09T20:43:15Z

I have been on hold for over an hour on the customer service line and I would just like to get a rate on a refinance for a 10 year, fix rate with one point. Can someone answer that question for me? I am a current Citimortgage customer.
Thanks.

Comment from Ella Thomas on 2010-07-09

2010-07-09T18:40:30Z

I just wanted to tell Billy Russell to hang in there. I too have been going through the HAM process and it has been fraught with obstacles at every turn - most of them being the fault of the way the program was designed and not the fault of Citimortgage. But the one thing I have been impressed with is that no matter what time I call (sometimes as late as 10 pm EST) I have always been able to get someone on the phone and while they might not always have the answer I do get the impression that everyone there is trying to help out homeowners in distress. And Citimortgage is one of the few banks in this country that is going beyond the HAM program to try and help homeowners out. They do have other options that might work for you and keep you in your home. Unlike other banks! I have a friend who is in a similar situation (having lost her job of 24 years) and her mortgage company won't even return her phone calls. She's written dozens of letters and gotten only computer-generated resp

Comment from Rosemary Rybicki on 2010-07-09

2010-07-09T10:43:45Z

I am in the process of sending final payment on my home mortgage. I started the process by telephone. This process is frustrating to say the least. My first attempt I was unable to reach a real person. I thought the payoff statement was required. I was informed through the automated system that a fax of this would be sent but there MAY be a fee. I received the fax and was stunned to find that the fee which MAY apply was $25.00. Had I known the fee was a definite $25.00 charge not one that MAY apply and that I didn't need the statement to make my payoff I would not have had that fax sent. It took me several calls to actually get a real person. When I asked to be transferred to someone in customer satisfaction or quality I was told there was no such person. Then they offered me a credit card. REALLY? Do you think I want further dealings with this company. Buyer beware. Always clarify charges that MAY occur. That is if you can ever reach a real person to talk to.

Comment from Mike Miller on 2010-07-09

2010-07-09T04:16:32Z

Why did you eliminate from your website the ability to get an instant mortgage quote? Many other lenders provide this service (Aimloan, Amerisave, Chase, GMAC, Everbank, etc.).

If you are truly offering competitive rates and fees, there should be no reason why you can not provide this option as the technology exists to provide immediate quotes displaying lender/3rd party costs based on credit scores, loan type and location.

I would be interested in hearing why this service is no longer available.

Mike Miller

Comment from Amy Little on 2010-07-08

2010-07-08T06:15:03Z

We are currently in foreclosure. We want to keep our home, but I have been under the impression Citi does not want to work with us. I keep getting assigned different people, I never get to speak to the same person. I feel like instead of helping us get back on track, we're being thrown under the bus.

Comment from Joe on 2010-07-06

2010-07-06T22:57:57Z

This is truly a milestone that a bank like Citi can use blogs to communicate. Good luck, and hope to see more posts!

Comment from Kimberly Redwine on 2010-07-05

2010-07-05T13:32:09Z

I am so glad this blog was created. That way we can get the opinions of the clients as well as the different departments within Citi. I've been with Citi for a year now and it has been a tremendous experience. It's made me look at Mortgage a totally different way.

Comment from Seth Doria, Senior Communications Analyst on 2010-07-01

2010-07-01T18:32:28Z

Thank you for your comment and for reaching out to us. I'm sorry you have not had a satisfactory experience with our hardship assistance programs. I know one of our account reps contacted you directly to talk through the situation, so I hope that helped.

Without going into the specifics of your account, the process of getting a modification isn’t always as simple as you might think. Some mortgage loans have investor requirements, such as the loan must be delinquent, or facing imminent default, before it is eligible for a modification. A wide variety of factors must be considered for any type of modification.

While all borrowers do not qualify for the Administration’s HAM program, Citi has developed a variety of alternative programs designed to help troubled homeowners. As Sanjiv stated above, Cit has helped more than 900,000 distressed borrowers in their efforts to avoid potential foreclosure and remain in their homes since the beginning of the housing crisis in 2007. We will provide additional information about our programs in a future posting, but, for now, customers can get information about the programs from our Office of Homeownership Preservation at mortgagehelp.citi.com.

Creating the best experience possible with our customers is extremely important to us. Thanks again for your comments.

- Seth

Comment from Billy Russell on 2010-06-29

2010-06-29T20:49:06Z

I have recently had quite a bit of correspondence with Citi. Like many homeowners I am facing very difficult financial times right now. To be honest, I did not find the hardship assistance program to be very satisfying. To begin with my documentation (financial records) was lost three (3) different times. I received notice that I was unreachable, which was not the case, and in the final attempt to get some help, the representative assigned to my case never did call me. After being told to call every week, which I did, someone else told me I was not eligible for any assistance. What really astounded me is that the reason was because I was not behind on my payments, but if I got 5 or 6 months behind, then you could help me. That is what I was trying to avoid. All in all, I am sorry to say, but I do not think Citi has my best interest at heart. I do not want to default on my obligations. Should you not have a program for people who want to try to do the right thing?

Comment from Pamela Wittwer on 2010-06-28

2010-06-28T16:04:24Z

I am compelled to comment on this new and great initiative. While I have only been with CitiMortgage for 8 months, I am proud to be associated with Citi and to call this my home. In a world filled with much turmoil and concern, I am grateful to have the firm foundation that Citi has established. Not to mention the reputation of a company lead by good values and a history of making the difference in every community it resides in. Thank you to all my co-workers on every level.