On June 10, 2009 our home was seriously damaged by a severe storm. The total claim amount received by State Farm was $38, 000. We received the funds from State Farm, immediately sent the endorsed check to CitiMortgage as instructed since the check is made out to both us and our lender. I called CitiMortgage as soon as we received the check to follow their process. I went to their www.mylossdraft.com site as instructed by a recording to complete the necessary paperwork. The one page website was vague and lacking in clear information, but I printed the necessary forms, completed them, and called for further clarification. After finally reaching a person, I was given the web address again. I explained twice that I had the mental acuity to get that far but would like personal assistance and clarification. They provided none. I faxed the forms into the ether (no confirmation of receipt provided). I followed up later that day and was told it takes 48 hours to get a fax. This is where the stonewalling tactics began to become apparent. I asked about the process again, hoping another rep might help. She did give more information than the site (accidentally, I assume) and told me with multiple contractors to pay, I should complete the self-contracting form instead of the waiver of lien form. That form includes the following statement: "I (We) will be self contracting repairs to the property, and will provide paid receipts for material and/or sub-contractors used in completion of those repairs." 1. I had no choice but to complete this form since I had multiple contractors. 2. I said I would obligingly provide receipts upon receipt of the funds from CitiMortgage since I cannot pay $38K out of pocket. 3. I HAD to agree to this to get ANY of the funds from CitiMortgage. The rep said that was all understandable and fine. A week later, I had their required inspector out to confirm repairs. He confirmed and they acknowledged that 95% of the repairs had been completed. This step I understand as they have an obligation to ensure their collateral is at least worth the value of the loan. So this is completed, and according to their website, the remainder of funds will be released. That's not happening. After more than six more phone calls, they are insisting they need receipts from me showing I have paid the contractors. What? That's what the money is for, to pay the contractors. I even asked the automaton on the other end of the line if he (different unempowered call center employee every time) had $38000 lying around and if so, he can pay them, send me the receipts, and I promise I'd pay him back. Not surprisingly, he didn't get it. They are obviously trained to stonewall in order to hold on to the money as long as possible. Finally, I called the mortgage customer service department and after 3 tries, got a manager. She was seemingly helpful, but I was mistaken. I told her in no uncertain terms that I would cash out investments to pay off the loan and they could give up the possible hundreds of thousands of interest, or she could make a call to get my funds released. She made the call, got back on the line and GUARANTEED my money would arrive by July 16th. I got all the info, including her extension (if it's real) and a case number and said thank you. An hour later, I got a call from the insurance department demanding receipts again and explaining no funds would be released until they had them. I had the same, maddening circular argument to no avail. Since we had FINALLY received a third of the funds, I sent her a receipt from a contractor (this after sending two receipts prior - money paid out of our own pockets) showing that exact amount paid. She made all kinds of huff and puff about having to escalate for approval - again, obvious stonewalling - and I said I could care less. I said, "We have done more than is required by your documents and incomplete instructions and varying stories from different employees there. Your document does not in any way legally bind me to pay contractors and provide receipts BEFORE you send me MY money. It does not state a contingency for release of my funds to me. It does not state a specific percentage or number of receipts (by the fourth call, they were saying 100% and/or 50% of the amount of the repairs according to whom I spoke with. Blatant lies spoken as absolute truth without any supporting documentation.). I do not owe you anything based on your own documentation other than two paid receipts, and even then, I don't owe them to you before you send me the funds. You do owe me my money. Your inspector already confirmed the repairs are complete and your concern in this is alleviated. You have no right to continue to hold my money to earn interest and to bolster your reserves, which is obviously what you are doing. Have I made myself perfectly clear?" She said, "yes" and that the funds would be released upon receipt of the fax (again, 48 hours with no follow-up). That's the third time someone has "guaranteed" that and I have no reason to believe them. In the meantime, I have contractors who deserve their money. What recourse is there? It is obvious that their arrogance makes them feel entitled here as illogical as it seems. It's a scam, plain and simple. It is obvious to any thinking person they are holding homeowners' insurance funds for their own use. It is blatant thievery. What miniscule power do consumers have in such an oligarchy?

Spent 2 hours on the phone trying make an arrangement for payment of interest only.
FIRST representative said I could make the payment of principal and interest and not escrow IF I made it immediately and with a $25 dollar fee.

SECOND representative Could not understand a word they said.

FINALLY got hold of collections and was told that the information that I had received about a short payment was not correct and that they had no provisions for paying in this manner.

I decided to send the payment late, big mistake, they have been calling daily about it and at one time suggested we send a POST dated check so that it wold show that we payed on time. I'm sorry but I don't think that is legal and not very professional on their part to even suggest it.

Didn't the federal government just give them billions of dollars and look at the way that they choose to treat people

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 Sermo 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. Sermo 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 sermo and his little partner Keisha have no integrity and I personally will be glad to see citimortgage fold and these individuals end up in the unemployment line. Dont get ripped off. dont patronize Citimortgage.

Citibank bought out my mtg from abn amro. due to 50 % income loss for my husband & 100% for me we are now 2 1/2 mos behind on our mtg. For months now I have been trying to get to the HUD program & they sent me the papers they told me would take care of it. It was not a hud program but one of citibanks. They are charging me horrible late charges & this recent letter stated : pay the entire late balance & all associated fees by 5/31/09 or you must pay the mtg in full ???????????? Oh my god the place is a nightmare the people speak little english . They make no notes when you call & none of them know anything at all. If asking for a supervisor they never get one fro you. BEWARE!!!

I don't think it is a coincident that CitiMortgage made navigation changes to www.Citimortgage.com at the same time the Home Owners
Assistance Program. You must be current on your mortgage with no late payments in the last 12 months. I have used the above website for years to make my payments. I made no changes to my bank account or my Favorites where I saved the website link and personal information on CitiMortgage website. But "surprisely" my payment was processed as late where I was told it was due to how I made my paymemt. Having only one payment processed as late disqualifies me from refinancing my mortgage. The Customer Service was rude. I was accused of not having the money, changing my account information and going to the wrong website to make my payment. This back handed practice will keep alot of CitiMortgage from refinancing a lot of loans. How wonder how many other people had problems with last month's payment.