Complain about a product or service

CitiMortgage

CitiMortgage • Escrow problems • Duplicate credits • Misapplied funds • Due date

Finding a reasonable mortgage and successfully closing on it is tough. What's often even tougher is keeping the deal intact for the next 30 years. With lenders routinely selling loans and switching from one loan servicing firm to another, a remarkable number of things can go wrong, as these complaints show.

One point is especially important: You are legally obligated to make your mortgage payments by the date specified each month -- whether or not you are provided with a bill, whether or not the mortgage company or loan service agency has properly credited your previous payments, whether or not the escrow has been properly handled. Never withhold your mortgage payment for any reason. If the mortgage company's records are wrong, they can be straightened out later. You have no legal defense if you don't make your payments in a timely manner.

AUTUMN of EAST LANSING, MI July 2, 2009

They tripled my mortgage payment and neg escrowed me.I have spoke with dozens of people since April.I have cont to send my original payment and now I am recieving foreclosure threats.They are also have me as a neg escrow for 2 years in which I had to do the footwork to prove taxes were paid.The amount still has not been applied to my acct and every time I talk to someone it's someone different with a different story or info. I'm at a loss here and I dont want to lose my home over this.

M of Zachary, LA June 20, 2009

First, I was not behind on my mortgage payments when I faxed the paperwork CitiMortgage required to apply for the Home Affordability Modification Program on 4/4/08. At 53, I had lost my job and did not know when I would go back to work in this tough job market. I am now working and want to pay, but I am earning half what I formerly did and need CitiMortgage to do what they agreed to do: provide me with a government subsized Home Affordability Loan Modification. Since I originally spoke to them and completed all their requested paperwork, many of their reps repeatedly told me over the next three months that I would not qualify for this plan to reduce my mortgage payments unless I was at least two months behind in my mortgage payments.

They also told me repeatedly (and I have documentation) to "Do nothing" while I waited for their staff to process the paperwork. What do you expect someone who is out of work, not knowing when they will return to work, trying to save every penny they have, to do when you tell them that the only way they can reduce their mortgage is to be two payments behind???? and you counsel them to "do nothing"??? Meantime, my story is identical to AK of Sugarland, TX. Citi Mortgage put me through harassing phone calls, letters and calls threatening foreclosure, incompetence, rudeness, lack of concern. I tried to make a regular payment(not reduced) online in May since they were again delaying doing anything. I was then two payments behind. If you are two payments behind, you cannot make one payment online. Their system will not allow it. You must call in to their automated phone system make the payment for a higher fee, or a higher fee yet,if you want to actually talk to a person.

Their harassing automatic phone calls, which I call the "wolves", are a daily event and they do not stop, even if you tell them their company must process the paperwork sent to them 3 months ago in order to get a payment. Meantime, they rack up late fees every month. If you say that they are entitled to do this since I am not paying, I say that my tax dollars went to bailout this company and I have made every effort to work with them and they have not provided me with one, single, solitary scrap of paper or one single shred of common human decency in return.

Cheri of Holly, MI June 19, 2009

My husband and I had no choice but to file bankruptcy (he is a uaw auto worker his income has been cut in half). We took time off work and signed reaffirmation forms for our mortgage with citi bank; Our attorney claimed to mailed to citi banks attorney on 2/2/09. We sent in a hardship assistance package on April 6, 2009 because even though my husband works FOUR JOBS we still do not bring in enough money to pay the bills; we were hopefull in getting help lowering our payments. I was told by citi banks Bankruptcy department that they didn't show us reaffirming our mortgage.

Our attorney told us it is up to citi to send it in(they would not help us). In the mean time Citi banks outreach services contacted us and put us on a three month reduced payment plan until a mortgage modification is approved. Our bankruptcy was discharged as of 4-15-09. I was told because it was discharged they could help us. I made the lower payment for two months on time as directed; then I received a letter from their collection department telling me I had ten days to make a forbearance payment or I would be kicked of the plan. I contacted their HAT team and was told that everything was ok. I received a call from Charlene from the outreach services telling me that I was approved for a loan modification, but when she gave me the new amount it was 100.00 more a month with a higher intrest rate than I am paying now. Since then I have been trying to get answers. I have at least 17 different phone numbers. I have talked to so many different people with little help, until today.

Today I was told by citi's hat team that I did not qualify for a government loan modification because our expenses were 29% and we needed it to be more than 31% of our gross income (they do not count that we have a second mortgage). I was told that their are other programs and he would contact the outreach services and I should too.

When I called citi's outreach services the person I talked to told me she couldn't talk to me because I didn't reaffirm my mortgage, and I needed to talk to the Bankruptcy department. I talked to them and they said they can't help me. I called back and talked to a loan officer and was told that leagally they can not help me because I didn't reaffirm our mortgage. They said it is up to my attorny to file.

I called my attorney and they said it was up to citi to file the reaffirmation notice and was in citi's best intrest. In the mean time I now show behind on my payments and thought I was going to get a little releif so we could feed our children. Everyone is giving me the run around. I question who is liable for the reaffirmation notice? I question if leagally the mortgage company can't help us because of this? I question if they have it on file and this is some way to forclose on our home because we have a little equity in it. I question why I was put on an assistance plan in the first place. I question why so many different people and different phone numbers. I question why we can't get help. My husband works four jobs, a steady income. We will continue to make payments, but we just need a little bit of help to make ends meat. Is what citi doing legal? Didn't they get bail out money to help people like us? We have had a perfect credit history prior to this. We never planed on the auto industry to fold like this.

AK of sugar land, TX June 15, 2009

I asked CitiMortgage to adjust my refinance rate down and lock it on April 28th, 2009, on my refinance application when the market rate was 4.875% on a 30 year fixed loan. I was being offered 4.375% with 1.75 discount points when the market rate was higher than 4.875% at 5.125% on March 30th. I also asked for a Good Faith Estimate which would have helped me in assessing my decision to lock. I have evidence of this request if needed.

CitiMortgage didn't provide the Good Faith Estimate and didn't honor my request to lock the rate on April 28th and let my rate float. As a consumer who was trying to benefit from the lowest market rate on my home loan, I feel that because of lack of action from CitiMortgage, I have lost the opportunity to invest in the economy and to refinance for a lower rate to avoid unforeseen foreclosure in future.

I have filed a complain with FTC's (Federal Trade Commission) Bureau of Consumer Protection to ask CitiMortgage to take corrective actions so consumers like us, who are trying to help the economy by refinancing, don't suffer because CitiMortgage can't support the consumers and honor their requests and decisions. In specific, I would like CitiMortgage to honor the market rate of 4.875% from April 28th, 2009 for my application, provide the Good Faith Estimate and expediate the closing.

Anne of St. Clair Shores, MI June 7, 2009

My significant other and myself are just one of the million homeowners that were put in a bad mortgage. When we initially purchased our rental home we were put in an adjustable rate mortgage. We were told that because of our credit scores we had to do this for 15 months, but then we could refinance to a fixed mortgage, so we purchased the home. This all done by Liberty Mortgage. Then Direct Financial Mortgage was able to get us a fixed rate but no banks wanted to take on our mortgage.

Citimortgage would refinace but because of low credit scores they would put us in a 10.07500% interest rate, this would increase our monthly payment by 400.00, we knew this would burden us financially but were told that if we increased our credit scores they would look to us to refinance at a lower interest rate. We worked hard and diligently to increase our credit scores both with the credit bureaus, financial institutions and creditors. We were able after long hard months of phone calls and letters to increase our scores.

We then approched Direct Financial and were told that the mortgage company would not do anything at this point because of all the foreclosed homes in our area. At this time our monthly mortgage payment was such a financial burden that something needed to be done. In December 2008 we approached CitiMortgage personally, we were told to compleate a Loan Modification Packet and submit to them, we did this and were denied because we did not meet the criteria and that "there is sufficient household income to support our monthly mortgage payment". Excuse me our mortgage payment is not the only financial obligation we have!

In February 2009 Dan was informed his hours would be decreased due to lack of work, we approched Citimortgage again with proof of decreasing hours and weekly pay. We were again told we "made too much money". In April 2009 Dan was laid off fo an indefinate amount of time. Another call to Citimortgage, they would review application again with proof of unemployment benefits. Again we were told "we make too much money".

We finally contacted Robert at CitiMortgage who was, we thought, going to try to help us. We explained our unemployment, our house was worth less than we owed, and that we simply wanted to refinance to a lower interest rate. Dan spoke with Robert on 5-6-09 and gave all financial information to him, this would be about the sixth time we had mailed and or faxed the same information to them except for the substantial increase in monthly income.

At this point we were told that there would be someone who was going to appraise the home and that we would hear back from them on 5-20-09. Per Robert still nothing they could do because we, fortunately, were never late with a payment?? We are exhausted mentally, emotionally and financially. All we were asking is for an increase in our interest rate of 10.07500% so that our monthly mortgage is more affordable.

Lisa of Troy, VA June 3, 2009

I purchased purchased a house in Virginia that Citibank has the Mortgage for. after 3 weeks they are still refusing to give payoff for the property. This house has not been foreclosed on. I have a legal contract and they will not release the amount to pay off the property

Kristine of Somerville, NJ June 2, 2009

i'm trying for a payment modification every time they put me through to the payment center to get it started I'm cut off the line. The last time I called . I told the woman I was told to call the payment center she said , "who told you to call." Itold her your company . She said I don't under stand you . then every time Itried to answer her questions she immediately talked over me saying I don't understand you . So iyeleed . You never willas long as you don't give me a chance to answer your questions. I thought it is custumary that it someone asked for the payment center they should be put through no guestions asked. Ican't tell youhow many calls I have put through to try to get this taken care of it's probalbly been over ten , and I still don't have this taken care of. My phone has beeb suspended because I believe I'm past my limit of calls.

LUSIA of ANAHEIM, CA June 1, 2009

I am doing the refinance for my first mortgage. I have equity line of credit with Citibank. I request a subordination from Citibank and the paperworks were sent on April 28 by Axiom Mortgage Company and according to Citibank, the data was keyed on May 9 and we have to wait 20 days from that date. Today is June 1, and when the Axiom Mortgage call to ask for the approval letter to finish up the loan, Citibank said, we have to wait until next week for the letter.

My concern with this matter, it takes almost 10 days to Citibank to update the information in the system and it is very very difficult to talk to a supervisor. Every time we call, it always goes to India center. My refinance has been approved and the last list from closing the loan is the approval letter of the subordination from CITIBANK. I have been a very good costumer with CITIBANK and they can check my record.

I have paid the extension fee and if I have to wait another week, I have to pay the second time for the extension of the loan. The first extension is around 450.00 and I don't know the second extension will cost me.

Liz of jax, FL May 31, 2009

I proved to this company back in 2003 that my ID was use to buy a house that I didn't sign for. They took my name off of the house and off my credit report for a few years and now they have put the house back under my name again. I can't find the letter stating that my name was falsely used but, I do have the credit report with the house deleted off of my report. I want to sue them. I can't get things that I need. This is why I want to sue them.

William of Foley, AL May 30, 2009

My wife and I paid off our mortgage in March of this year, and we have been trying to get the mortgage back marked paid or other documentation to show that the mortgage is clear. Most of the time I get foreigners who cannot speak legible English when I call them asking for an answer to my problem. The last time I called I got an American woman who was very polite and she assured me that I would get a response to my problem. Guess what? Nothing! This is the most frustrating mortgage institution that I have ever dealt with and I am 65 years old. They are truly not interested in your problem, your account, and their right hand does not know what their left hand is doing. No wonder they are in a financial meltdown. I would stay away from them if anyone reading this is considering dealing with this company. I cannot file the mortgage as being paid with my probate court in the county where we live, nor can we apply for property tax reduction since my wife is disabled.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |