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.

Destiny of Lake City, FL May 30, 2009

After we had problems making payments on a house we own in IL, CitiMortgage set us up on a payment plan to get back on track. They conveniently never sent us any letters regarding it, and my husband is consistently unable to reach the woman he set up the payment arrangement with.

Despite frequent calls and voicemails, she never returns any calls. Now CitiMortgage says they are foreclosing on our house, despite the fact that we made ALL the payments they required.

Victoria of Racine, WI May 30, 2009

Husband has lost his job. Prior to his departure from his company we new our income would be drastically reduced. Prior to missing any payments we contacted our mortgage lender Citimortgage to inform them of the situation and was there anything we could do to ward off falling behind in payments so we wouldn't wipe out our entire savings trying to stay afloat. The service agent advised us that they would not help us until we fell behind on payments, what kind of nonsense is that?

Anyway, after repeatedly trying to call citimortgage for assistance we decided fine, they want us to be 2 months behind fine, we will do that. So, we let our mortgage fall behind (easy to do as my husband took a lessor paying job in the company which he will be completely losing in 2 months). We filled out all the paperwork properly and faxed in all the required documents 3 times. They never received them?

Finally someone took the information over the phone from us. Set up an appointment with us for a phone consult then never bothered to call us back twice! Now we are 3 months behind. The collection calls are numerous, and letters are coming in often threatening foreclosure...demand for payment. The late fees are racking up. We spoke to at least 7 different loss mitigation reps during this period of 6 months (from first contact prior to getting behind). Every rep told us something different, we qualify, we don't qualify, they repeatedly asked us to go over our income and finances with them at each phone call.

At one point they offered to tac a portion of the past due balance onto our current payment to catch us up..."how considerate of them" to increase our payment for us...the one we already can't make without the extra payment tacked on. And just when we were going to accept that offer after thinking it over for a day or two (just to prolong foreclosure) we all of a sudden didn't qualify anymore. Now, they want the past due payments and the late fees or they will foreclose on our home. So, basically they told us to fall behind on our payments and now they want to charge us for doing as they advised. Ridiculous.

I can't believe this company stays in business. All we asked for was a reduction in our interest rate per the Obama plan for a few years until we get back on our feet. Then we could afford to make the payments. now they are telling us what we can and can't afford. We never asked for a job loss, we never asked for a citimortgage our loan was sold 3 times since the origination. We also had a high interest 2nd mortgage from another lender that was willing to work with us and they modified the loan and interest rate. How can we qualify for one modification and not the other? Same Obama plan. Doesn't make any sense. As a US citizen I am outraged that we bailed this company out.

Finally they have one yet again, because we have decided to walk away from our home...the one my husband, father in law, and son built by hand. They can have the home but I will be removing anything I can take with me. It didn't have to be this way, we are good people whom pay our bills and only want to do the right thing. But once you get burned... I am a nurse, my husband is an electrical engineer.

Lisa of Nashville, TN May 27, 2009

On March 26, 2009 I called Citi Mortgage to apply for a refinance on my home. Tim said because my husband had a higher credit score we should apply under his name. I explained that his name was not on the title and the we have a HELOC through Suntrust Bank under both of our names. He said that was fine it should not be a problem. I received my "Truth in lending disclosure statment" and everything looked fine. the rate on the "Truth in lending disclosure statment" was 5.378% with 0.875 total points.

about 5 days later we received a call from the title company telling us that they would add my husband to the title at closing and we did not need to quit claim as I was planning. The RCO expiration date was 5/26/09. About 2 weeks before this date I started emailing Tim and some one else who started updating me on the load name A.M Wilson asking if there was a hold up or a closing date because the term date was going to expire soon. Than they came up with a problem with my husband name not being on the title?

I received more paperwork from them that Sat. and it was different then the original making it now a 20 year fixed w/ 4.125 points. I sent them an email and asked why this had changed and that we would not be closing a loan at that rate because it did not save us a thing. It took 3 more days for them to call me and tell me that they would need to modify the loan to a Sell of the property to my husband because his name was not on the title when Suntrust closed on the HELOC.

I called Suntrust to see if they could do anything and the loan officer there said they could do the refinance however the rates have gone up and it would not behouve us at this point and she could not understand what the problem was with the HELOC. It sounded more like Citi did not lock the rate in when the were supposed to hoping the rates would go down but they didnt. they went up.

Now they would loose money so they were looking for a reason to denie the refinance. Now we are out the 300.00 for the appraisal and cannot get a refi that would benifit us in anyway. Isn't it elegal not to lock in the rate at the time of application? is there any way to check this out? I AM SO MAD right now.

Venkata of Northville, MI May 27, 2009

I am trying to finance my home under home affordiability plan and the bank is not helping me. When i contact the bank they transfer me department to department but no one helps me. I pay my mortgage payment regularly and tired of this banks customer service. I am not sure if they are doing this wantedly as they can charge me higher interest. I am really tired.

OTIS of KIDDER, MO May 27, 2009

First of all, I really want to pay my mortgage on time, but I am in the automotive sales industry, and things are really hard right now. I am late on many bills, but I want to keep my house so I do everything I possibly can to make my payment, including working three jobs and selling nearly everything of value I own. It is very hard to make it. To make matters worse, Citi has predatory lending practices that penalize those customers who are struggling most. I am referring to your practice of adding fees like the online payment fee assessed after the 9th day. I feel the underlying purpose of this is to make customers pay a phone charge for making a payment, or to make sure the payment can't get there by the 15th so you can add additional late fees. This is on top of the 10% interest [they] already charge me. I really dislike this kind of customer abuse. Then if it is after the 1st, I start getting harassing phone calls from [them] everyday. It does not matter if I explain the situation, you will continue to robo call several times a day. Then you start sending threatening letters. If by chance I am 15 days late, you really turn up the heat. I have a first mortgage that is much larger, and the company does not employ any of these tactics. [Their] harassment techniques do not get my payment any faster; it's just that I have much worse feelings about [them]. Anytime the discussions of mortgages come up, I tell everyone how displeased I am with Citi. As soon as I can, I will pay off this loan, and I will never do business with any Citi company again.

Kevin of Austin, TX May 27, 2009

I have a current 5.5% VA loan with Citimortgage. Principal balance is 85,000. I have recently become unemployed due to the economy, my first time being unemployed in 30+ years of working. S. Daz is the CEO of Citimortgage / Citigroup. He had advised that homeowners with mortgage via Citigroup can apply for a loan modification to have their interest rate reduced, in my case, from 5.5% to 3%. I have dealt with the incompetence, rudeness and total lack of concern from Citimortgage - we have bailed these jerks out to the tune of 500+ BILLION dollars! Can they not assist a homeowners with interest rate loan reduction?

claudia of cudahy, CA May 27, 2009

citimortgage is the worst bank you can deal with they have poor customer service,I've been trying to get my loan modifide for over 1 year now,but citimortgage has been the worst bank,instead they put me on a repayment plan bringing my payment higher making my financial problem worst.Im still waiting to get a answer from citimortgage.I dont want to loose my dream home I hope to get help form citimortgage.

Michael of Simi Valley, CA May 22, 2009

Dont do business with Citimortgage. My wife and I wanted to refinance our home. I thought we would give our current mortgage company a chance first. I have been the perfect customer, I have never been late on any payments, we have a substantial amount of equity built up in our properties and I have a rock-solid job that I have been employed at for over 21 years.

After speaking with Joe S of citimortgage on the phone, he had me convinced that I would not get a better rate anywhere because he could eliminate alot of the fees involved since they already owned the loan. Plus give me a discount if I moved my other existing loan for our rental house over with them also. Ignorantly I agreed and gave them a 445.00 application fee on my credit card. Mr. S went over the cost with me and I thought it sounded fair.

When the final paperwork arrived there were many added fees and no such discounts. They wanted 8000,00 to refinance our home and an additional 10,000.00 to refinance our rental. This is ridiculous...They were twice as high as any of their competitors. I refused and he kept taunting through e-mails and phone calls to me saying "these are the costs I quoted you" Yes...those costs were there but there were many other fees he didnt quote me and higher points. He originally said 1 point and in the paperwork it was 1.37 points. He was very quick to point out my mistakes.

I lost out on my 445.00 application fee, but to hell if I was going to refinance through them. Citimortgage, Joe and his little partner Keisha have no integrity.

Michael of horsham, PA May 22, 2009

Hello. I refinanced with CitiMortgage in March 2008. I found out in February 2009 that they did not pay my school tax of 2008. I sent them documentation on this which they verified receiving on March 11, 2009. The amount now due is 2940.01. Supposedly CitiMortgage mailed a check on May 1. They made the check out to the Hatboro/Horsham School District.

As of May 15, 2009 the school district has not received the check. Because the payment is considered delinquent it has been turned over to a collection agency. I opened a work order with CitiMortgage but am still getting the run around as of May 22, 2009. The payment affects my credit and needs to be paid immediately. HELP!

Everett of Miami, FL May 20, 2009

Citimortgage refuses to process our Hardship Assistance Application submitted in March 2009. First, they claimed they did not receive our fax, the fax was recent on April 2nd and we were told by Citimortgage that it would be processed in 2 weeks. After calling every few weeks and this month almost each day, Citimortgage has yet to process our application for the Home Affordability Modification. They have also refused to tell us exactly what is holding up our application.

We have been told on several occasions that they needed the assessed market value of our home. We asked how they assessed the market value and we were told that they did not know who or how our property would be assessed. The various consultants that Citimortgage has hired to take customer calls and not knowledgeable of the process, are frequently rude and seem to intentionally not forward our requests for information to the Home Retention Team. We have spent several hours each night trying to determine why they will not forward the information. We are never provided with an answer to this or any other question we have asked.

We feel Citimortgage is intentionally stalling to process our application which is causing us incredible financial stress. Each night the consultants keep us on the phone for hours but no progress has been made on our application and our questions have yet to be answered. Extreme financial hardship and stress. By telling us our application will be processed in a 1 to 2 weeks and then consistently failing to not process the application in this period, CitiMortgage has put us in a financially difficult position. We know we qualify for the the Obama modification program but they refuse to process our applicaton.

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