Comments for Citi wants to hear from you.

Citi wants to hear from you.

2012-01-11T15:35:26Z

Have a question about your current mortgage? Interested in a new mortgage or refinancing? There are many ways you can get in touch with us, and we're eager to start the conversation. So pick a way, and let's talk:

· One-click Access to Your Account: Just sign in here to look up payment information, account balances and more.

· General Website: Visit www.citimortgage.com for a wealth of information about buying or refinancing. There's even an online application to get you started.

· Toll-free Hotline: Call 1-800-248-4638^† any time--day or night--to discuss buying or refinancing.

· Secure Email: Customers can sign in at www.citimortgage.com. Then, select 'Contact Us' at the top right of the page, and an 'Email Us' link will appear. Click through for a fast and easy way to ask questions about your Citi mortgage account.

Special Questions? Start Here.

Here is special contact information for the areas listed below. For other questions, please visit www.citimortgage.com or call 1-800-248-4638^†.

· Question about taxes? Fax it here: Be sure to include your loan number on each page of your fax. (Note: There aren't direct phone numbers for these departments.)

o Existing Escrowed Account: U.S. (817) 826-1183/Puerto Rico (817) 826-1878

o Existing Non-Escrowed Account: (817) 826-1258

o Request for Escrow: (904) 954-6576; Attn: Escrow Establishment Request

o Tax Sales: (817) 826-1190; Attn: Tax Sales

· Question about bankruptcy? We're here to help: Call (636)-261-7714^†.

o Where to mail mortgage payments while in bankruptcy:

CitiMortgage, Inc.

P.O. 688971

Des Moines, IA 50368-8971

o Where to mail bankruptcy filings:

CitiMortgage, Inc.

Attn: Bankruptcy

P.O. Box 790022

MS 322

St. Louis, MO 63179-0022

· Question about REO properties? For a current list of Citi Mortgage-owned properties and agent contact information, please visit www.citimortgage.com and click on 'CitiMortgage Properties for Sale.' Or paste this link into your web browser: https://www.citimortgage.com/Mortgage/Oreo/SearchListing.do

Please note that we can't sell a property until we have the Deed from the Sheriff following the foreclosure sale, which can take 60 - 90 days. After receiving the Deed, we may need another 45 - 60 days before we can begin marketing the property. And remember, if we were just servicing and did not actually OWN the loan, then we may not be the party listing the property for sale.

^{† Calls are randomly monitored and recorded to ensure quality service.}

Comment from carolyn marshall on 2012-03-19

2012-03-19T17:08:15Z

Jacqueline, your experience is not reflective of the service we strive to deliver. I sincerely apologize. I want to connect you with someone that can assist you. We value your business and appreciate you taking time to contact us. I forwarded your information to a manager and understand Ashley has emailed you her direct contact information so you can reach her directly with your refinance questions.

Comment from carolyn marshall on 2012-03-19

2012-03-19T17:04:07Z

Ken, I apologize for the long hold time. I forwarded your information to a manager and asked that someone contact you directly. We value your business and thank you for being such a loyal Citi customer.

Comment from carolyn marshall on 2012-03-19

2012-03-19T16:45:39Z

Kenny, I am sorry you feel that way. I understand that you are frustrated. Your comment was sent to a manager for direct response to you. Thank you for taking the time to let us know about your experience.

Comment from carolyn marshall on 2012-03-02

2012-03-02T15:38:29Z

Yes, I have 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.

Comment from carolyn marshall on 2012-03-02

2012-03-02T15:09:28Z

I sincerely apologize for the long hold time. I forwarded your comment and asked that a mortgage consultants contact you directly. Thank you for contacting us; we appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-03-02

2012-03-02T15:02:32Z

Thank you for your post, Mary. We cannot make "goodwill" adjustments to credit history. I forwarded your request to our Customer Service team and asked that someone contact you directly in case you have any other questions.

Comment from carolyn marshall on 2012-03-02

2012-03-02T14:58:33Z

Pat, I apologize for the error. I forwarded your information to our Customer Service team. I understand Jeremy removed the late charge in question and sent you an email with his direct contact information. Thank you for contacting us; we appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-03-02

2012-03-02T14:52:43Z

Dave, I'm sorry you were unable to access the information you wanted. As I shared on your other post, one of our customer service specialists has emailed you requesting additional information and is awaiting your response. Thank you for contacting us.

Comment from carolyn marshall on 2012-03-02

2012-03-02T14:44:36Z

James, I forwarded your inquiry to someone that can assist you. I understand one of our managers has reached out to your via email requesting additional information. Thank you for contacting us.

Comment from carolyn marshall on 2012-03-02

2012-03-02T14:41:57Z

Hi. Since I wasn't certain what you're looking for, I forwarded your information to one of our managers and asked that someone contact you directly. Thank you for your post.

Comment from carolyn marshall on 2012-02-23

2012-02-23T21:25:50Z

Dan, thank you for your post. I am sorry you feel that way. I assure you that customer satisfaction is very important to us. I do try post every comment received, unless the comment violates the Site Usages Rules. As I stated on your other post, your comment was sent to a manager. Someone will contact you soon. I apologize for your experience; we do appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-02-23

2012-02-23T21:21:02Z

Hi, Joe. I am sorry you feel that way. I forwarded your comment to someone that could assist you and asked you be contacted immediately. I understand Jason emailed you, but has not received a response. Please let me know if you still need help with this issue.

Comment from carolyn marshall on 2012-02-23

2012-02-23T21:16:33Z

Hi Larryn. Thank you for the question. It takes a few weeks to get the orders processed. I sincerely apologize for the delay.

Comment from carolyn marshall on 2012-02-23

2012-02-23T21:12:56Z

Hi Michelle. I apologize for the long hold times, and for the delay in getting your comments posted. I forwarded your information and understand that Ashley emailed you her contact information so you could reach her directly. Thank you for contacting us about your experience; we do appreciate the opportunity to serve you.

Comment from carolyn marshall on 2012-02-23

2012-02-23T21:05:48Z

Nils, thank you for contacting us. Your concerns and contact information was provided to one of our managers. I understand he has assigned your account for research and asked that someone contact you immediately.

Comment from Jacqueline Coulter on 2012-02-17

2012-02-17T20:50:14Z

You have terrible customer service. I was on hold for 20 minutes and then the lady cut me off I called back and was still on hold for 30 min with no one answering my call. Someone did finally call and cut me off again. I wanted to talk about refinance. Perhaps you prefer I go somewhere else to get refinanced. I have always been on time with my payments.

Comment from Ken on 2012-02-16

2012-02-16T18:19:42Z

Have been on hold for over 1 hour (No Joke) - over one hour thats after holding first for 15 minutes just to get placed on hold to talk to some one about refi. That is so weak! Citi obviously is understaffed and does not want or need my business - so don't be shocked when my account gets paid off by who ever actually has reasonable service levels and gets my refi business. - I bet you delete this in under and hour!!

Comment from kenny on 2012-02-15

2012-02-16T00:08:02Z

my house is now worth less than half of what it was whin i built it 6 years ago i am now way underwater on it as most americans are. citi will do nothing to help me stay in my home they keep telling me to go for short sale why not let me do that then i get to stay in my home keep making payments i can afford and everybody is happy oh wait a minute i keep forgetting corperate greed they dont care about family

Comment from Jeff on 2012-01-31

2012-01-31T19:02:18Z

Hi, Above you say you're eager to start the conversation about a potential refinance. Unfortunately, I have spoken with two representatives in your refinance customer service department who did not seem very eager to talk. One refused to let me speak to a supervisor. I'd like to give Citi another chance to answer my questions. Would you please write to the e-mail address I've included in this comment? Thank you.

Comment from yncwalt1 on 2012-01-29

2012-01-30T03:27:45Z

I am re-financing my home. I talked to a Citimtge employee who took my info, and was very helpful. He gave me a Record ID#, a ph# and then transferred me to a loan spec. I waited over an hr and gave up. I tried the same # dck the next a.m., again over an hour no loan spec, I hung up. I tried the online app, another Record ID, another Ph#, 2 calls, 2 hrs, no specialist. Ten yrs as a customer, perfect pymt record. Citimortgage is going to lose my business to someone else.

Comment from Mary on 2012-01-26

2012-01-27T03:13:06Z

Ms. Marshall -- I have been a Citimortgage customer for 10 years, and I have a nearly perfect payment history during that time other than two periods of late payment (30 and 60 days) over 4 years ago following my father's death. I accept full responsibility for these late payments and have worked diligently to improve my budgeting and bill-paying habits since then. I am proud to say that even during 2 years of unemployment, I paid on time every month. I now have 4 years of consistent on-time payment under my belt again, and I am trying to rebuild my overall credit rating. While I understand that my credit report will be "clean" of these late payment indicators in 3 more years, I would like to write to Citimortage to request consideration of a goodwill adjustment to the reports to the credit reporting agencies. I know this may be a long-shot, and I understand the company is very busy with people facing foreclosure or who have fallen entirely behind. I have sent a request via the "Contact Us" link when I am signed into my account, but the drop-down menu from that page does not offer an option that really seems to fit with this request. (Would it be "Hardship Assistance"? Payments?) Could you please recommend the best method of contacting CitiMortgage to make this request? Thank you!

Comment from Pat Bartels on 2012-01-25

2012-01-26T03:59:18Z

Once again I am nothing but disappointed with Citi and their handling of my account. I am very tired of being treated like crap by this company that I am unfortunately stuck with for now. I paid my payment by the 15th of the month, their website even shows the payment received by that date, yet the waited to post it until the 16th so they could charge me a late charge.

Well, until this charge is reversed you will not receive any further payments because I no longer care about being in good standing with such a horrible company who has no sense of responsibility to their customers.

Comment from Dave Bishop on 2012-01-25

2012-01-26T00:30:53Z

I just want to be able to access my account online. Can someone please give me some options instead of just telling me there is nothing they can do?

Comment from james hull on 2012-01-24

2012-01-24T20:49:01Z

had a home repoed 5/10/2011. The house has someone living in it and the records show that it was never sold. so whats gives? did you or HUD sell the home? if so why is the sale price not reflected on my 1099-a form you sent? My wife and I had three different realators check shows no sale listed!

Comment from Nils Venge on 2012-01-20

2012-01-20T23:49:12Z

It is with much dismay and disappointment that I learned last evening, when I placed a phone call to your company, that your company did not want to deal with refinancing my home loan without either an outright payment of $XXX cash or liquidation of property. Your agent said there is no “refi” available to jumbo loan accounts and no program of any sort for assistance other than a short sale of the property. I have tried to get CitiMortage’s attention and assistance to my retirement condition for the past 6 months and the agents have played me along with no real commitment in assisting me with my financially “upside down” loan situation. I can’t believe how your company’s business mission statement has been misrepresented by your employees. I am a Vietnam Veteran and had my first home loan at a 4½% interest rate and paid it off without a hitch. Now, years later, I am in my next home in Napa, California saddled with a 6 ¼% interest only rate for another 5 years which at this time in my retirement years is way too much to pay!
I am now notifying you if you don’t respond positively without the liquidation option that I will be forced not to pay you one more dollar. You must change your course of action within the next 10 days. Any reasonable property owner would follow my same course of action. I look forward in receiving a phone call or written word from you as soon as possible.

Comment from S on 2012-01-18

2012-01-18T21:37:24Z

How can I get proof that my mortgage was never modified? I have called, faxed, etc. and nobody can help me.

Comment from Michelle Armbrust on 2012-01-17

2012-01-18T02:28:30Z

I am trying to contact your refinancing department. I am currently holding at an hour and 25 minutes...and I am thinking of hanging up again. The last call I made it for an hour and 5 minutes. It would be really nice if you would install a phone system that at least says, "you are number 5 in the queue" so that we would know how close we are to having the phone call actually answered, so I could know whether to keep holding or just give up. Again.

Comment from Larryn Martin on 2012-01-16

2012-01-17T04:30:22Z

When will the reward for making payments on time be posted to the prpaid cards. You are sure taking your time about it.

Comment from Joe murphy on 2012-01-16

2012-01-16T17:42:06Z

It seems to reason why CITI is one of the"too big to fail". They can't even keep their books straight. I have paid the taxes on my property since the first day and they note wasn't even with CITI. Why do you continually call me each month telling me that I owe more on my statement when I've sent to you records of payment on all taxes. If you continue to call me I will sue you for harassment.

Comment from dan on 2012-01-14

2012-01-14T11:12:12Z

apparently only comments or questions with good things to say about Citi are allowed here? That would be par for the course after the way I have been treated by the so called Citi Mortgage customer (dis) service. I thought asking about it here might get some results, but I fear its just the way Mr. Das wants things to work. After all, large profits are by far more important than customer satisfaction, or keeping them in a house that they have not missed a payment on in 14 years. But hey, when you not super rich, no one cares. Right?