I am one of those small homeowners trying to utilize the HOPE program to refinance my home. For over 3 months I have been routed through every office in CitiMortgagte with the exception of the out-sourced bankruptcy department representative Gladwin J. Pereira who is only accessible by email from CitiMortgage. How is this administration's programs for homeowners going to work if you can't reach a real person. I have sent a letter to Sanjiv Das today with a trail of papers to support my claims. All I want to do is pay off the CitiMortgage loan and move on. Following is my letter.

HELP!!! I saw your April 2009 article in USA Today about how you help people keep their homes. Following is my dilemma.

I am writing regarding my second mortgage which is held by CitiFinancial. In October 2009, we filed Chapter 13 bankruptcy, with the 1st and 2nd mortgage being paid outside of the plan. Our arrears were rolled into the plan and are still being paid by the Trustee in Utah.

Throughout my dealings with CitiFinancial I have been shuffled to every person, recording device, office, location and dead end in the company. I am appealing to each and every one of you to help me find a real person to talk to regarding PAYING OFF MY CITIFINANCIAL obligation.

The company holding our first mortgage has been successful in finding a lender to refinance both the 1st and 2nd mortgage into one loan. My attorney is filing a motion with the U. S District Court in Utah permitting the refinance. I have sent CitiFinancial Third party agreements for everyone including, but not limited to, my attorney, the 1st mortgage holder, the prospective lender and my wife to discuss the settlement of this loan but to no avail.

I have been referred to the Bankruptcy Department without any success. I have been directed to the
Refinance Department without any success who referred me back to the Bankruptcy Department. I have been told to have the Trustee call CitiFinancial. Trustees do NOT have anything to do with allowing or disallowing the refinance of my home – just the Court. I have received letters regarding our loan from a gentleman by the name of Gladwin Pereira (copy of letter attached). After MANY calls to MANY people, I finally got the supervisor to admit that this gentleman is an outsourced employee and cannot be reached by telephone. Can I ask why a phone number would be listed on a letter to contact him if he can’t be reached? I was told the only way to contact this man was by an email from the bankruptcy department. The last communication with the Bankruptcy Department call supervisor was one month ago and I still have not received a call from Mr. Pereira. This whole process has been going on for over 3 months now without any success.

I am reaching out to you because I have actually been able to verify that your branches actually do exist. I am convinced the rest of CitiFinancial is a giant phone bank in the middle of a warehouse in either Pakistan and/or another location in the United States without an actual address.

All I want to do is talk to someone or have my husband be able to talk to someone to get them to agree to settle on an amount to payoff the already written off loan so I can refinance my house. All I want from one of you all is a real person with a real phone number who can really help me.

Everything Citi has asked us to provide we have provided and then some. Please help me I am trying to do the right thing. Surely one of you has had to deal with a circumstance involving bankruptcy and paying off a loan through refinance. Please don’t tell me you can’t help me.

I am going to have this letter published in the editorial and/or financial section of USA Today, New York Times and New York Post in an effort to get some sort of response from CitiMortgage, Inc.

Thank you for your time.

Tangi Smith
2896 Via Palma, Lake Worth, Florida 33461
(561) 853-5721


July 2, 2009

CitiMortgage, Inc.
Loss Mitigation Department
1000 Technology Drive
O’Fallon, MO 63368

Fax Number: 301-696-4473

Re: Loan Number 20039573256


Summary of Situation


Due to financial hardship as a result of an unexpected divorce at the end of 2008, I contacted CitiMortgage, Inc. at the beginning of January 2009 to explain that I needed help getting my loan modified.

On January 14, 2009, I faxed over my CitiMortgage Workable Solutions Application which consisted of fifty-eight pages.

On January 26, 2009 I called CitiMortgage, Inc. They stated they had received my fax but were still working on reviewing it. They would call me back soon. I never heard from them.

On January 23, 2009, I called CitiMortgage, Inc. and spoke to representative “Mark”. He stated that the fifty-eight pages of my CitiMortgage Workable Solutions Application had not been “scanned” in yet and he would have to transfer me to “Whitney” with CitiMortgage, Inc. Loss Mitigation Department. “Whitney” explained to me that I would need to do a “trial run” of modified payments of


Page Two of Four
July 2, 2009
Loan # 20039573256


$ 995.00 for four months to prove I could afford them and pay on time. After paying these four payments I would then qualify for a permanent modified mortgage program. She stated that she would be mailing the documentation regarding this arrangement to me for my review and signature and then for me to return them to CitiMortgage, Inc. “Whitney” instructed me to call CitiMortgage Loss Mitigation Department back immediately after paying my June, 2009 payment to complete the process. I never did receive any documentation during these four months even though I had made several telephone calls requesting them. I did pay the modified payments of $ 995.00 on time in March, April, May and June 2009 as requested.

June 29th and July 1st, 2009

Listed below is a summary of important details that were covered in telephone conversations with “Ms. Rachael, Supervisor” of CitiMortgage, Inc. and myself on Monday, June 29th, 2009 and with “Ms. Aaron, Supervisor” of CitiMortgage, Inc. along Ms. Ivy with the Hope for Homeowners Organization and myself on Wednesday, July 1st, 2009 regarding my pending Home Affordable Modification for the above referenced loan number.

• On Monday, June 29th, 2009 “Ms. Rachel, Supervisor” of CitiMortgage, Inc. gave me information regarding the payments I would have to pay under the Home Affordable Modification Program. I stated that the amount CitiMortgage, Inc. was requesting from me as a monthly payment was higher than I had been paying for the past four months and did not reflect a modified mortgage payment of 31% (thirty-one percent) of my gross income (as specified in the Home Affordable Modification Program Guidelines). “Ms. Rachael” stated “We don’t have to do anything for you but this is what we are offering. You can review and sign the modification agreement or you can pay a balloon payment of approximately $ 3, 400.00 which is due July 25th, 2009.” She stated that I was never on a trial basis for a modification program but in forbearance. Never at any time since my conversations started with CitiMortgage, Inc. on January 23, 2009 did anyone state to me forbearance or a balloon payment being due in July 2009.


Page Three of Four
July 2, 2009
Loan # 20039573256


• On Wednesday, July 1st, 2009 Ms. Ivy with the Hope for Homeowner’s Organization and myself contacted CitiMortgage, Inc. again regarding this situation. When speaking with “Ms. Aaron, Supervisor” at CitiMortgage, Inc. regarding the issue of my modified payment not meeting the 31% mortgage payment goal “Ms. Aaron” stated that “these are the figures our computer system is giving us”. We pointed out once again that the figures where not correct. According to the guidelines of the Home Affordable Modification Program, the borrows’ monthly mortgage payment, including principal, interest, property taxes, property insurance, etc. should be set at 31% of the borrows’ gross income. In order to reach the target affordability level of 31%, interest payments can be reduced down to as low as 2%. If at that rate the debt to income level is still over 31%, then the lender needs to extend the term or amortization period up to 40 years and finally if needed, forbear principal at no interest, until the payment is reduced to the 31% target. “Ms. Aaron” then placed Ivy with the Hope for Homeowner’s Organization and myself on hold to discuss this problem with her supervisor. She came back and stated “My supervisor has informed me to tell you there must be a glitch in our computer system. He will have a technician look into it. You will have to call back in two weeks”. I was advised then by Hope for Homeowner’s that we should end our telephone conversation with CitiMortgage, Inc.


I will be calling back in two weeks along with a representative from the Hope for Homeowner’s Organization. I can only hope the “glitch” in CitiMortgage, Inc.’s computer system that is giving incorrect information will be fixed in order for myself and possibly other CitiMortgage, Inc. customers to get accurate modified payments equal to 31% of the borrows’ gross income as outlined by President Obama’s Home Affordable Modification Program.

Meanwhile, I sit for another two weeks with this so called “balloon payment” hanging over my head and my children and I wondering what is going to happen to our home. I have honestly done everything CitiMortgage, Inc. has asked me to do


Page Four of Four
July 2, 2009
Loan # 20039573256


for the past four months and have researched the U.S. Department of the Treasury’s guidelines for their “Making Home Affordable” program to the fullest extent only to find myself in an unfair business situation.

I clearly understand that lender’s, including CitiMortgage, Inc., are receiving funds from the U.S. Treasury for participating in this program. I would like to believe that CitiMortgage, Inc. is following the Making Home Affordable guidelines accurately since they are financially benefiting from the U.S. Government. I guess in two weeks I will know the answer to this.

I would also like to state I have also been advised to call the State of Florida Attorney General’s office regarding this “glitch” in CitiMortgage, Inc. computer system and also discuss with them the details of my situation. I will be making this telephone call along with mailing this letter to the below listed organizations and businesses. If CitiMortgage, Inc. or any of the following carbon copied businesses would like to contact me, you can reach me anytime at 561-853-5721.


Sincerely,


Tangi Smith


Cc: Mr. Bill McCollum, Attorney General/State of Florida
Federal Trade Commission& FDIC
Better Business Bureau
Hope for Homeowners
WPEC News 12


Note: The spelling of the employee’s names at CitiMortgage, Inc. may be incorrect and no last names are ever given out.

I purchased my home in 2005 and had an adjustable rate. When the rates started to increase I refinanced to have a 30 year fixed rate. When I refinanced I also had them add my impounds for taxes and insurance. My house payment was about $2800.00 per month for everything. The mortgage company reviewed my account and found that there was an error and not enough was added to my impound account so my payment went up to $3597.35. In August my husband called and talked to Christina and she informed him that our last payment of this amount would be December 2007 and at that time my payment for January would go back to normal.

When I received my January statement it still stated that my house payment would be $3597.35. I told my husband to call and find out why we were still paying this amount. He told me that when he called that they are evaluating our account and a new statement would go out in a few days. I waited a week and called and talk to April who is the escrow specialist and she told me that they are still in the process but I still had to pay that amount because nothing would be changed until March of 2008. She also stated that taxes and insurance can always change. I understand that but this had nothing to do with a change in my taxes or insurance this was an error. I also understand that taxes can change every year, but not this much.

I told her that the whole story about the error with the refinancing and we were told our last payment would be December of 2007. She stated that her notes doesn't state that. I also told her that the $3597.35 was killing us financially and because of error that someone made when refinancing our loan. She stated that if I wait until January 20, 2008 that I could possibly have my payment changed then but if I don't pay my house payment by the 30th of January they would report me to the credit bureau and if I don't pay my house payment by the 16th of January I would have to pay a late fee of $124.86 on top of that. She said that there is nothing that they can do.

I have a family to raise and it is my responsibility to pay my house payment every month but I find it unfair that I have to suffer at the hands of an error and the callousness of a company that just doesn't care and they will do whatever they want to do at my expense. It is very disturbing with all that is going on in this country with homes that are in foreclosure, that you would think that this mortgage company would be more preceptive in resolving this matter.

All I would like to do is have an immediate resolution and not have to wait on a company to figure out what they are doing. I shouldn't have to suffer for another 3 months. I also think that the answer "there is nothing I can do" is good enough and all I requesting is facts. I have been paying my mortgage payment every month and I have not been reported to the credit bureau due to non payment. Since I feel that I am in good standing I shouldn't be treated in this fashion.

Any immediate assistance would be most appreciated.

Sincerely,

Caren Miller
714-791-3855