Comments for Worried About Making Your Mortgage Payments? Get back on track with free counseling services.

Worried About Making Your Mortgage Payments? Get back on track with free counseling services.

2011-02-15T17:23:55Z

Have you always made your mortgage payments on time, but are concerned that you may not be able to much longer? Or, have you just missed your first payment? If the answer's yes to either question, rest assured you're not alone. Millions of homeowners across America are facing new financial hardships and trying to decide what to do next.

Unfortunately, far too many will do nothing--until it's too late. According to the U.S. Department of Housing and Urban Development (HUD), "Few people think they will lose their home; they think they have more time." The truth is that foreclosure doesn't happen overnight. But it can happen, if the homeowner takes no action to avoid it.

Fortunately, there are many resources that homeowners can turn to for help. To get a general idea of what you can do, start with the 'Avoid Foreclosure' section of HUD's website. There you'll find a wide variety of helpful information. One of the first is to recognize the warning signs that you may be headed for financial trouble. Changes in a household's financial picture can put a lot of stress on your monthly budget. Events such as an increase in your monthly mortgage payment or taxes, unexpected medical expenses or a job loss are common causes. Another warning sign is having to decide which monthly bills to pay on time - and which to pay 'a day or two' late.

If it's getting harder to make your mortgage payments, or if you've stopped paying altogether, take these steps today.

What to Do Next

1. Don't ignore the problem. As HUD advises, "The further behind you become, the harder it will be to reinstate your loan, and the more likely that you will lose your home."

2. Understand your options. "Foreclosure is always a last resort," according to Bryan Bolton, Senior Vice President of Loss Mitigation at CitiMortgage. "No one wants it to happen, and that includes your lender." So if you've already received one or more letters that explain your options to prevent foreclosure, respond immediately. If you want to learn more your options before talking to your lender, seek out the advice of a HUD-approved foreclosure prevention counselor. The service is free, because it's funded in part by HUD and NeighborWorks® America. There's no need to pay a private company.

3. Contact a HUD-approved counselor. HUD's website includes a list of approved counselors in your state. Or, you can call 800-569-4287 to find a counselor near you. You can also call the Homeowner's HOPE™ Hotline at 888-995-HOPE. It's a free service of HOPE NOW. Remember, there is never a fee for foreclosure prevention counseling through a HUD-approved counselor. Counseling agencies participating in HUD's Housing Counseling Program are not permitted to charge consumers for foreclosure prevention counseling. Beware of anyone or any organization that asks you to pay a fee in exchange for a counseling service or modification of a delinquent loan, ask you to sign or transfer your deed to your home, or tells you to make your mortgage payments to anyone other than your mortgage company.

4. If you're a CitiMortgage customer: Visit CitiMortgage Homeowner Assistance website. Several videos and other information on the site answer many common questions. If you'd like to talk it over, please call 1-800-888-6001. The hours are Monday through Friday, 7 am - 11 pm; Saturday and Sunday from 7 am to 7 pm. All times are Central.

About HOPE NOW

This is an alliance between counselors, mortgage companies and others to help homeowners stay in their homes. CitiMortgage was a founding member of this alliance, and we work with HOPE NOW and its Homeownership Preservation Foundation every day to explain the options available and help borrowers make the best choices.

When you call the 888-995-HOPE Hotline, you'll speak to an expert trained in preventing foreclosure. You'll create an action plan designed specifically for your situation. For example, if you qualify for government assistance, your counselor will prepare the paperwork that your lender will need. And then, with your permission, your counselor will contact your lender to work out the details and get your finances back on track. Best of all, the service is free.

The HOPE NOW website includes many free services as well, such as a self-assessment tool to see if you qualify for government mortgage assistance via the Home Affordable Modification Program (HAMP). You can also find a list of events in your area designed to bring counselors and homeowners together. And if you're laid off or in the middle of a career change, the website has an 'Unemployment Resources' section that can direct you to job training assistance and help you get a fresh start.

The key is to act now, whether you've already missed a mortgage payment or are worried that you might soon. The longer you wait, the fewer your options will be. "And don't be afraid to call your lender," says Lisa Stampley, Senior Vice President of CitiMortgage's Office of Homeownership Preservation. "This is our job, and we're here to help. Every situation is different, so we work hard to create the best solution for every individual."

Comment from carolyn marshall on 2012-03-19

2012-03-19T18:17:23Z

I'm glad Trina was able to assist you. We appreciate you sharing your experience. The service you've described is not reflective of what we strive to deliver. Your feedback 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 Patrice on 2012-02-24

2012-02-24T20:32:28Z

I was on the phone looking for my 1098 and 1099-C for more than an hour, yes more than an hour. Ok, I am on hold as we speak and it's been 53 minutes on this call, Yet, I had to call back 3 different times. I spoke with, Gina, two people from India which I cannot remember thier names, because I could not understand them(not racist-but true). I spoke with Carlos(-loss mit), Gary (refinan-dropped call after 37 min(Second call), Ashley(customer serice) someone in brokerage department and 3 other custmer service reps. One person(1)- which was Trina in (loss-mit) was the only person who took the time to look up the account and make her co-workers actually look up the account. It took her about 15 minutes and these were her co-workers who did not want to well, WORK. She was wonderful, I only wish I would have spoken to her at 1:42pm. it is now 3:17, I am still holding. Trina just stated she will get her manager on the line. The manager gave Trina a number for me to call. However, the department closes at 3:00 p.m. and now it is 3:24. Thus, I found one employee who was willing and able to stay on the line to resolve the issue. Trina, 1 out of 8. Again, I began calling at 1:42EST and the issue was resolved not by customer service but by Trina @ 3:24. Maybe you should give her a promotion. Oh, no companies like you promote the incompetent ones to the top. Citi you make your competition proud!

Comment from carolyn marshall on 2012-02-23

2012-02-23T20:29:30Z

Lorraine, your message was forwarded to Aiysha as requested. Please let me know if there is anything else I can do for you.

Comment from Lorraine Stockley on 2012-01-31

2012-01-31T19:45:58Z

Whoever receives this e-mail. Please forward to Aiysha. Please call me I have a question about insurance. Thank You very much.

Comment from carolyn marshall on 2011-10-31

2011-10-31T20:54:34Z

Mrs. Heald, I'm forwarding your information to someone who should be able to help. Just let me know if there's anything else I can do for you.

Comment from William M. Heald on 2011-10-05

2011-10-05T18:29:50Z

This is Mrs. William M. Heald. We are trying hard to reach a "Aiysha Harvey or Hervey". I was given her e-address but my emails were returned "undeliverabl".
Whoever receives this email please foward to Aiysha Harvey to contact me at my e-address. We very much want to work on our balance of our account. Made several unsuccessful attempts to reach Aiysha by phone have left several messages to set up a time to visit. Please reply whoever receves this email so I know it has reached someon there at Citi Mortgage. Thank You!

Comment from carolyn marshall on 2011-09-28

2011-09-28T16:44:50Z

Thank you for your feedback David. I forwarded your comment to one of our managers so he could assist you. However, I understand he has been unable to make contact with you using the email you provided. Please let me know if you still need assistance.

Comment from carolyn marshall on 2011-08-18

2011-08-18T20:57:19Z

Hi Anthony. Thank you for taking time to leave the complimentary post. I know the Loss Mitigation team, now called the Homeowner Support Team, will really appreciate your kind words. These are difficult and stressful times for many people, so whether a client's experience was not what was expected or it exceeded expectations - we're here to listen and help. Thanks again. I wish you the best and hope everything works out for you.

Comment from carolyn marshall on 2011-08-18

2011-08-18T20:51:20Z

I apologize for the experience. I've forwarded your information to someone that can help, and I understand they have attempted to make contact using the email you provided. I can't get into the specifics of your account here, so if you haven't done so already please reply to the email that was sent to you. A specialist that can assist you is awaiting your reply.

Comment from David on 2011-08-01

2011-08-01T23:24:46Z

This is really poor advice when dealing with Citi-mortgage. We have been trying to work with the for close to a year. I can not begin to tell you how many times that have canceled our process because they said they never received our documents, then we call and send proof of when it was submitted they say they will reinstate the process and it never happens, then start over again. Now they say the have a new friendlier system of helping people. They lied to us over the last month, they were not working on a HAMP. they were looking at other avenues. The Hamp was an approved process 8 months ago after all the paper work was submitted. My other half has worked in the law field for 15 yrs and tracks every damn document that has been done....... Citi mortgage is horrible and full of liars. I do not understand how the government is not investigation them...........

Comment from Anthony Wadley on 2011-07-04

2011-07-04T09:37:22Z

I think far too often people are quick to point out the faults or errors about a person and/or organization without stepping back to take a look at the process as a whole. My experience with the Citimortgage Loss Mitigation department has been wonderful, and before you jump to the conclusion that my Loan Modification has been approved and that we are happily making smaller payment, as well as being caught up ... we are not!!!! The reasons are limitless as to how each of us may have found ourselves in a position wherein we need the assistance of the Loss Mitigation Department. I am certainly not proud that I was not able to honor my obligations in the first place, but what I can tell you with a high degree of certainty is that I have been treated with respect, dignity, and compassion at every corner in this process. While I still have my fingers and toes crossed that my modification is approved, it goes without saying that this crew of people (Loss Mitigation) exceeds expected customer service by also treating you as a human being...not just a house! Thank you Jay, Pamela, Ms. Jackson, and the countless others who have gone above and beyond any reasonable expectation to make this process as stress free as possible. The many words of kindness and encouragement you gave me will always be appreciated and never forgotten, regardless of the outcome!

Comment from S.jones on 2011-06-28

2011-06-28T05:11:50Z

I wish this info was realistic in our situation. We have been attempting to get a modification through Citi for 4 months. Our first attempt ended with complete denial that we had never even contacted Loss Mit ... not only was our application and info unreceived, there was no record we had even requested, called or spoken to someone. Second time around we spoke to someone for over 2 hours. Again we received the applications, this time it was quite simple to fill out. It was sent, and now 3 weeks later we have been told it was never received. They will yet again send another application, and suggested that we should pay for registered mail so we know they've received it. In the meantime, we keep racking up charges getting further behind and physically ill in the wake of all of this. Nobody seems to have any idea what could of possibly happened. It's as if there is no communication between the daily agents we talk to and the Loss Mit department. For that matter, no one in the Loss Mit department even seems to have the same info. We have spent HOURS on the phone with numerous Citi employees and still not one has even apologized for the constant influx of issues we continue to have. We are desperate to stay in our little old modest home, but obviously the 100s of logged hours of our attempts to make good and explain so we can get help the right, legitimate way are worthless. it is HEARTBREAKING to be treated as if our time and extensive work has no value or worth to the people who have the power to leave my husband, children and I homeless. BECAUSE THEY CAN... BECAUSE THEY WOULD RATHER SEND US IN CIRCLES THAN ACTUALLY MAKE GOOD ON THE "HELP" THEY ARE SUPPOSED TO HAVE OFFERED... HELP THAT THEY HAVE BEEN GIVEN GOVERNMENT MONEY TO PROVIDE SOLUTIONS TO THE PEOPLE WHO WERE FORCED TO DEAL WITH Citimortgage. My loan went through companies ending with Citimortgage. We have literally been in hell since day one. I pray everyday for all of those in our situation, trying to do right thing, but pushed aside until we end up homeless. All for a meesly amount of money.... put on the streets for less than what a Citi employee's car costs.

Comment from carolyn marshall on 2011-04-14

2011-04-14T15:12:35Z

I apologize for the experience you've had. 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 Marti on 2011-03-14

2011-03-15T03:50:58Z

This is all very good advice, but it can't be followed ... at least not with Citi. I have been trying to get help from CitiMortgage for over a year. I have been given no advice, poor advice to flat wrong advice. CitiMortgage does not know what CitiMortgage Modification is doing and vice versa. I am tired of talking to customer service reps on the phone who really do not know anything. I've even tried to get an appointment with a mortgage consultant to meet face-to-face, but it can't be done. The advice I got today from a loan officer (not the mortgage consultant I wanted to talk to) was to do nothing. So I have not ignored the problem, and I have been trying to be proactive anticipating higher taxes bills and less income. Time is running out. The "HOPE" hotline advice was for me to sell my home, now there's some hope for you. This will probably not be posted because it is the truth about help from banks - its just not there.