Comments for Citi's Road to Recovery: Straight talk from our customers.

Citi's Road to Recovery: Straight talk from our customers.

2011-11-29T23:10:05Z

Take a look at what our customers are saying about their experience with Citi's Road to Recovery Tour, which provides private one-on-one counseling to distressed homeowners in their home cities. The second phase of the tour was launched in September 2011. By the end of 2011, we will have completed 25 events in cities across the nation.

Comment from carolyn marshall on 2012-03-02

2012-03-02T14:59:30Z

Pam, I apologize for the experience. I forwarded your information to a manager. I understand he sent you an email requesting additional information so he could identify your account. If you have not received the email, please be sure to check your email spam folder. Thank you for contacting us.

Comment from carolyn marshall on 2012-03-02

2012-03-02T14:54:37Z

Sil, I forwarded your inquiry to our Sales team. I understand one of our managers contacted you and provided the information you needed. Thank you for your post.

Comment from carolyn marshall on 2012-03-02

2012-03-02T14:50:50Z

Dave, I'm sorry you were unable to access the information you wanted. I forwarded your inquiry to one of our managers and asked that someone contact you directly. I understand he has emailed you requesting additional information. Thank you for contacting us.

Comment from carolyn marshall on 2012-03-02

2012-03-02T14:47:43Z

Melissa, I'm not aware of any issues with our website. I apologize you were unable to access the information you needed. I forwarded your inquiry to our customer service manager and asked that someone contact you directly. I understand Luke emailed you requesting additional information and is awaiting your response. Thank you for contacting us.

Comment from carolyn marshall on 2012-02-23

2012-02-23T20:22:08Z

Thank you for contacting us, Dianne. I apologize for the experience. I asked one of our managers to contact you directly. I understand Ashley was able to talk to you and put you in touch with someone in Homeowner Support that could assist you.

Comment from Dianne Tucker on 2012-02-06

2012-02-06T17:30:17Z

I am trying to find out if I can refinance my mortgage, when it is underwater. I am carrying two house payments and now have done so for three years hoping the economy will come back so I could sell the house, it has a ballon payment on it along with a higher interest rate. When I called Citi Mortgage to inquire about getting help, I was told the Harp program could not help me due to the loan was not through Freddy or Fanny, so they transfered me over to another department, which disconnected me. It may be easier to walk away :0(

Comment from Pam on 2012-01-26

2012-01-26T18:41:51Z

In dealing with Citi on a second mortgage over the past several months I feel like it's one step forward, four steps backwards. I am trying to arrange payment options because my second mortgage/line of credit went into Recovery with absolutely no written or verbal communication due to a bankruptcy six years ago - even though the mortgage was not part of the bankruptcy. One person told me I would need to pay the full amount or sell the house, another told me I could pay 10% of the amount and then make monthly payment, another gave me a completely different secenerio. I have found the reps in general to be very dismissive and condescending in tone. I have expressed my wish to pay Citi every cent I owe them and they are unwilling to work with me. The recovery department feels very unorganized to me and has been by far my worst experience dealing with mortgage company. I would never use Citi again, nor recommend them.

Comment from Sil on 2012-01-25

2012-01-26T03:15:13Z

how work NACA with Citimortgage to be able to obtain a loan to people with ITIN (no social security number)? Thank you.

Comment from Dave Bishop on 2012-01-25

2012-01-26T00:27:38Z

I am very displeased with Citi. Last year I was led to believe I was eligible for a modification ( by every rep I talked with), sent (and resent) all the documents that were requested, just to find out months later that my loan is not eligible for modification. The reps that I talked to never informed me that during the long and drawn out process that Citi forwarded my account to their legal representative to initiate foreclosure proceedings. Now I am getting caught up and i simply want to access my account online. I called customer service. They tell me I need to speak to another department, give me the direct phone # and transfer me. I again reach customer service. They tried to transfer me again with the SAME result. I hang up and call the phone # I was provided and I again get customer service. each time I give the automated system my account info and every time the customer service rep I get asked for the SAME info.

Comment from Melissa H on 2012-01-25

2012-01-25T20:51:19Z

I have tried to access the citimortgage.com website all day, to no avail. What has happened to it? It's bad enough that when I try to call I either cannot reach a live human, or my call goes to India and I talk to someone who cannot understand what I'm trying to say. Oh, that my original mortgage company hadn't sold off my loan.....this is ridiculous to say the least.

Comment from carolyn marshall on 2012-01-20

2012-01-20T15:10:03Z

I'm very sorry about your experience with Citi to date. I forwarded your comment and email to one of our managers. I understand she has emailed you to get some additional information so she can help you. We take the feedback we receive seriously and assure you that we will use this opportunity to improve our process.

Comment from carolyn marshall on 2012-01-20

2012-01-20T15:08:29Z

I apologize for the experience and appreciate you taking the time to let us know. Your message and email address were forwarded to a manager. I understand she contacted you about your experience and was able to assist you. We value your business and thank you for being such a loyal Citi customer.

Comment from carolyn marshall on 2012-01-20

2012-01-20T15:04:54Z

Hi Barbara. This blog is moderated, so comments will not automatically post. We post the majority of comments received, unless the comment violates our Site Usage Rules (http://blog.citimortgage.com/usage-rules-for-citimortgage-inc-social-media.html). Since I wasn't sure what your inquiry was about, I forwarded your email address and name over to Customer Service so someone could contact you directly. I understand an email was sent to the email address you provided on Monday, January 9 requesting additional information.

Comment from carolyn marshall on 2012-01-20

2012-01-20T14:59:20Z

George, thank you for contacting us. I am sorry for the experience. I have forwarded your comment and email address to one of our managers. I understand that she sent an email to the address you provided for additional information.

Comment from carolyn marshall on 2012-01-11

2012-01-11T17:17:04Z

Kay, I apologize you were transferred multiple times and received inaccurate information. The correct number to call regarding customer service on a home equity loan is actually 800-685-1935. If you call that number, you’ll be able to speak with a live representative regarding an existing home equity loan. However if you are interested in a new home equity loan, please call 800-745-1534. Thank you for your post and for choosing Citi.

Comment from George Newcombe on 2012-01-08

2012-01-09T03:24:20Z

I want to pay off my mortgage in full. I emailed and got an automated reply directing me to 18002837918 at which number no human was available to help. Instead I was told by a recorded voice that to receive directions for paying off my mortgage I should request through their automated system that directions be mailed to me. I did but NOTHING has arrived and I now have to make another month's payment which will change the payoff amount. I now have to waste more time requesting a mailing all over again. Has management at CitiMortgage decided that the company should be as unresponsive and as unhelpful as possible?

Comment from Barbara Lamar on 2012-01-05

2012-01-05T23:38:03Z

I tried to send a comment but you wouldn't let it go through.

Comment from Stanley on 2012-01-05

2012-01-05T20:32:16Z

I am writing to express my concerns and feedback with my resent efforts to refinance my existing CitiMortgage. My name is Julius. My property is located at (redacted) S. Michigan, Chicago Illinois. My current mortgage Account Number is (redacted). I contacted CitiMortgage prior to the Christmas holidays with intent of gathering information to assess whether I qualified for HARP. Robin was assigned as my Sale Consult, 1-800-667-8424 and a Mortgage Consultant, Dwayne, Citi. My Loan Application Number is (redacted). On speaking with Dwayne, I informed him that I was planning to travel during the holidays and asked would this be a problem. His response was that it would not be a problem. On receiving and reading the Welcome Package, I realized that there was no information about the particulars of the HARP requirements nor did it appear had I was being assessed as an eligible candidate. I directly asked; whether the refinancing was under the Home Affordability Mortgage Program, provided to assist Americans who are upside down in their mortgages. I was able to speak with Dwayne, after returning to Chicago, on January 3, 2012, and tried to express my concerns. Dwayne was unwilling to entertain any discussion that did not follow the letter of the Good Faith Estimate, which reflected a new mortgage at 30 years term with an interest rate of 4.875%. This offer also carried an Adjusted Originator Charge of $1,352.68 and a Charge for all other Settlement Service of $4,569.80, totaling and Estimated Settlement Charge of $5,922.48. I was not pleased with the tone of Dwayne's conversation. He was dismissive and arrogant, to the level that I felt a need to remind Dwayne that I felt I am good customer; I have never been late or defaulted on a payment in the five years that I held this mortgage. His response (paraphrased) was that he would make the decision easy for me; I had two options, I could proceed with the terms offered or I could continue to pay the existing mortgage without interest relief. Dwayne’s comments are limiting. I see seeking refinancing opportunities with an institution that values my business as a viable and logical option. I expressed this sentiment and questioned the personal nature of his tone. In closing, I am not ambiguous to the pressures of business. Yet, I maintain, it is not necessary for CitiMortgage employees/policy and its customer to be in opposition. I see an informed customer, given all options available and able to grow from experiencing the mortgage process, as strength and not a threat to your industry. America’s Banking Industry must reconnect to the ‘blue collar’ worker and show a spirit of understanding and awareness that it ‘gets’ our concerns about past practices even though we recognize the necessity of bailing out your industry.

Comment from Frustated on 2012-01-05

2012-01-05T16:59:02Z

I am quite annoyed at the CITI process, if I werent so far in the process I would choose another lender. All conditions were met and all I need is a clear to close. The seller terminated my contract because you all apparently changed your system and requested documents over and over again. Whenever a condition arose it was addressed promptly. I understand that there is a back log but would think if there was a file where all conditions were met, you would move that file for closing. This is the worst experience ever. I havent read any positive responses on the internet about your business. This is really ridiculous and I hope to not have the experience of most.

Comment from Kay on 2011-12-30

2011-12-30T18:13:00Z

I called the customer service number and asked about a home equity loan. The lady connected me to what she said was that department. Another lady said that she was not and gave me another number to call. She said she would pass on my account info to that number. The number which I called and was told that I would receive a text and to press Y. I received the text to press Y if I wanted to receive info about this number and a charge of $9.95/month. WHAT IS THIS?

Comment from carolyn marshall on 2011-12-19

2011-12-19T20:38:03Z

Thanks for the post David. I'm sorry for the experience. I forwarded your comment and email to one of our managers. Someone will be in touch with you very soon.

Comment from carolyn marshall on 2011-12-19

2011-12-19T20:23:48Z

Thank you for the post. I apologize for the experience. I forwarded your comment and email to one of our REO specialists, and understand she emailed you for additional information.

Comment from David Lipscomb on 2011-12-11

2011-12-12T01:53:47Z

If CitiMortgage was so interested in helping people then they wouldn't at this time be in a class action lawsuit. I have been given the run around for the last two years. Now I am in foreclosure. Thank God I have some legal options if I still can not get CitiMortgage to give me a deferal where they take the unpaid and put it on the back of the loan. Thats all I am asking for... nothing more...nothing less... They get paid and I get to stay in my house. Hopefully Mr. Sanjive Das reads this...But this situation has taught me a lesson... If CitiMortgage can't work this out they will never get any of my business in the future and I will make sure that any future mortgages I get will not be thru them but through someone who wants to work with their customers...Thanks for letting me rant! Happy Holidays!

Comment from Zentide on 2011-11-30

2011-11-30T18:12:52Z

While I applaud Citi's efforts to keep people from losing their homes, the support provided for people who wish to purchase Bank Owned Foreclosures FROM Citimortgage is quite possibly one of the most painful experiences for any consumer to ever go through. I'm coming up on one year since I started trying to purchase a distressed property from CitiMortgage to make my primary home (and put many construction contractors to work as well) but many of the outsourced "Asset Managers" Citibank works with are horribly unprofessional. Even and after a full year in my case it looks like I won't even be "allowed" to purchase the property. Considering the money lent to banks in their "hour of need" by the taxpayers, I would expect better customer service, not worse (especially where foreclosures and distressed homeowners are concerned). What is CitiMortgage planning on doing to make sure that in the unfortuate case wehere the bank does ultimately have to foreclose, that those people willing to purchase that property get a service and interaction without being treated like the enemy, and without waiting months (years?) to get assistance?